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Bryan Gossel, BG Automotive, Fort Collins, CO. Brian’s Previous Episodes HERE. Key Talking Points: Started as technician and service writerNo structure, education, or much training from shop owner Owner didn’t see value in outside training Bryan exemplified natural leadership, intuition and communication Partnered together to also buy motorcycle parts and accessory business- had to shut down in 2001 Worked in european shop as technician across street Stopped being afraidWanted to become shop owner- bought business and is now a multi shop owner Worked 6am-6pm, ate dinner with family then went back to shop from 9pm-3am for years Signed up for ATI training program- changed business (margins and labor rates), still part of program Struggled hiring at first- trial and error, now has hiring manager Phil that fills in his weaknessesIf employees don’t know they’re getting let go then you failed as manager- write employees up, hold them accountable, should never be surprised Hard letting go of day to day technician duties- has right team in place to work on business AdviceListen sooner, pay attention and implement what you learn If you’re not changing you’re not growing, if you’re not growing you’re dying Resources: Thanks to Bryan Gossel for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Love what we do? Buy Carm a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Carolyn Coquillette of Luscious Garage, San Francisco, CA chairs the ASCCA Connected Cars Committee, serves on the ASCCA Board of Directors and is active in her local San Francisco chapter. She’s also the Founder and CEO of Shop-Ware. Look for Carolyn’s other episodes HERE. Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California. With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE. Scott is the founder of diag.net. Find other episodes that have featured Scott HERE. Diag.Net HERE Key Talking Points: Carolyn did a presentation at Vision 2019 “Don’t trust me, how to empower customers to value your service.” Better communicate with customer There is no such thing as perfect communication Scott has a presentation on how to best present knowledge and information to the customer (media, photos) Communicating complex problems on vehicles to customers (what are you doing, why you are doing it and what are results). Documentation of process. Communication can’t be perfect, always a work in progress Customers need to understand the quality of the facility and services and why the pricing is set in place. Peace of mind. Ultimately the car is the customer’s problem. The car is passing through the shop and the shop becomes the middle man. Easy for customers to be upset instead of appreciating the help to get the car back on road. People read approximately 300 yards of social media a day- always consuming information, customers need to be educated. I can’t assume customers don’t want to know information or details about their vehicles. The fine line between communication and overwhelm- the goal is comprehension with the customer. Data should speak for itself and tell a story. Customers often prioritize issues with vehicles and leave other issues pending. Training is maintenance, people don’t know how we make our sausage Technology is moving at a rapid rate in vehicles, shops need to continue to train or be left behind Shops are willing to share more than ever and help other shops- changing industry Resources: Thanks to Scott Brown and Carolyn Coquillette for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Kirk Richardson is a young and successful entrepreneur. Born into a blue-collar, hard-working family, he was a below-average student in high school and college. At the age of 22, he left school and started his first business. He bought his first three-bay shop at the age of 24. Seven years later he bought his second shop, South Street Auto Care in Rochester, MI. Richardson really prides himself on his ability to create a family culture within his businesses. The culture is a blend of hard work, accountability, fun, and hi-jinx, which combine to make loyal and dedicated coworkers. Kirk loves business and people in general and will talk for hours about business! Listen to Kirk’s previous episodes HERE. Key Talking Points: Striving for greatness and setting bar too high for small 3 bay shop Expected employees to have an owner mindset, needed to adjust in order to grow business As the owner you need to continue to make moves to stay out of day to day business, components of business is your staff- how do you manage/give incentive/encourage/discipline them based on size of shop Leader of business- make sure you are doing what is good for the most amount of people in business, staff entrusts owner to create and maintain a positive work environment Adjust insurance packages/life insurance/retirement contribution/IRA to 401K as business grows Surround yourself with people that can counteract your weaknesses Will you be happier with the existing 800K shop vs 1M shop? Resources: Thanks to Kirk Richardson for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Love what we do? Buy Carm a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Rick Schwartz is co-founder and CEO of Schwartz Advisors LLC, a mergers and acquisition advisor and management consulting firm to the automotive and heavy-duty transportation industry. Prior to forming Schwartz Advisors, Rick's career included senior executive leadership positions in sales, marketing, and finance. At Schwartz Advisors, Rick has advised private equity firms, aftermarket management teams and boards of directors on growth strategy, M&A strategy and due diligence projects. Rick oversees operations of Schwartz Advisors buy-side, sell-side and strategic planning consulting practices. Rick is a former member of the Auto Care Association Board of Directors, and he received the prestigious Northwood University Automotive Aftermarket Management Education Award. Prior to starting Schwartz Advisors, Rick held various senior-level positions at Nestle, Macy’s and The Upper Deck Company. Rick received an MBA from the University of Southern California Marshall School of Business and a BA in International Relations from USC. Listen to Rick's previous episodes HERE. Jason Rainey is the Vice President of NAPA AutoCare; a program of more than 17,000 independently owned automotive repair facilities that have chosen to partner with NAPA. He currently sits on the Automotive Service Excellence (ASE) Board as well as the Automotive Maintenance & Repair Association Board where he works to keep the best interest of independent repair facilities in mind. Before taking the reins of the industry's leading banner program, Jason spent 13 years in the NAPA Product Department. He worked with vendors on managing, sourcing and marketing in the Tool & Equipment, Batteries/Electrical, Brakes and Under Car categories on behalf of NAPA AUTO PARTS. Jason came to NAPA Headquarters after a successful career in Grand Rapids, Michigan where he worked in several NAPA Store and Distribution Center roles as well as working as a Territory Sales Manager and a Tool & Equipment District Manager. Prior to Jason joining NAPA he served in the United States Marine Corps. Listen to Jason's previous episodes HERE. Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business. Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry. Listen to Greg’s previous episodes HERE. Key Talking Points: Investors are looking for a good investment return Looking for efficiencies in buying multiple shops There is big M & A (Mergers and Acquisitions)in the entire industry and continue to look at repair and service There is capital available 280M VIO (Vehicles In Operation) is attractive to investors There is a lot of M & A in collision Repair and Service shop is touching the consumer and is attractive A study by 2020 56% of mom and pop shop owners wanted to be out of their businessMaking less money each year Keeping employees They are tired Too much change needs to happen Locations can be a challenge They never built a brand If you are looking to get out and sell to a consolidator:Location is key The owner cannot be the centerpiece of the business Will your customer accept a new owner Run your business well so you have options Quality of staff If you own the real estate that can be attractive to both parties Distribution has been consolidating and they see shop consolidation as opportunities for the top shop operatorsThere will be dedicated bays for specific repairs Jason Rainey sees an opportunity for NAPA as their CarCare’s are growing and becoming stronger operators Don’t be worried that you will have to look for or find a venture capital investor. Many local shop owners are looking to expandBring your systems and procedures to another market Share costs The opportunities to grow and add branches are going to be enormous going forward Niche specialty shops are owned by master technicians from that brand (think Mercedes, BMW, Volvo, Euro)If the owner keeps up his aftermarket business acumen he/she can see a multi-store future as a specialist Threats when a service professional is looking to sellThemselves, the owner is doing it all. They are the hub of the wheel and they have not delegated responsibilities If the buyer does not know what they want in a transaction. Why are you buying, how will this business/location help your business? Can you fix everything that is wrong? Integration costs and time must be considered Always talk about why you would not do the deal first.Some fixer-uppers may not be your best deal Some businesses look to buy businesses that need fixing. That is their specialty. Jason sees distributions role is to help their customers who want to grow stronger and ready Attend training on how to grow stores. You may discover you are not ready. Having one successful shop does not mean you can duplicate itGreg has a class he teaches How do buyers value the business?Financial performance first. Offering a multiple of EBITDA or Cash Flow Some businesses are sold on asset value from the balance sheet What is the strategic value of the business to the buyer? Is the buyer getting something that he/she doesn’t have Selling?How will your business succeed after you? The owner needs to be out of the day to day operation Will your team stay Reputations Reviews Profitability Multiples can be 3 times EBITDA Start to fix your business It is going to be a buyers market Once the business gets fixed the owner may not want to sell because they are making more money than ever You may have an internal candidate Build your relationship with your parts supplier. Stop splitting your business to too many suppliers Find a parts partner that can help in branding, systems, marketing, even financing, training etc Strengths in partnerships with suppliers along with stronger service professionals Single store operatorsMust get bigger. Greg calls them Garage-Marshals May run out of bandwidth The big consolidators are looking for independents to grow to five or six shops. They would rather buy more than one shop at a time Consider expanding your learning outside the industry93% of shops are owned by technicians that started their business. They need to expand their horizons in the business Investment needed to run a top shopSoftware to improve efficiency, equipment, subscriptions Recruiting and retention of your people The experience of your client needs to be exceptional It starts at the curb Wifi, Keurig, Water, Clean, Comfortable, Amenities and environment and a look for your avatar You website that reflects your place, your commitment, your reviews, your value proposition ConsiderationsADAS Hybrids EVs Watch the video of this panel discussion: http://bit.ly/2XmWRxF Resources: Thanks to Rick Swhwartz, Jason Rainey, and Greg Bunch for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Scott Shotton has over 25 years of technical experience in automotive repair shops. As the owner of The Driveability Guys, Scott performs mobile diagnostics and reprogramming for local repair shops in the DeKalb Illinois area as well as industry training around the United States and Canada. He was also one of the four trainers for the Illinois EPA’s vehicle emissions testing program. Scott has been an automotive instructor at Kishwaukee College since 2009. Prior to Kishwaukee College, Scott was adjunct faculty at the College of DuPage for 7 years. He has a degree in Automotive Service Technology as well as many hours of training by manufacturers and independent training entities. Scott is also recognized as an Illinois state emissions repair technician. He was also a technical trainer during his 8 year Army career. Scott has written many technical articles for Motor Age and Gears magazines. Scott became an ASE Subject Matter Expert (SME) in 2017. Scott currently maintains 21 ASE certifications including Master Automotive Technician, Master Truck Technician, A9, L1, L2, L3, Alternate Fuels and more. Scott's previous episodes HERE. TAC talking points Silver bullets- pattern failure, silver bullet is the fix to that problemFailures in vehicles 10 years old- 13% were P0420, 10% were P0171/P0174, 8.2% P0401 (76% were Ford vehicles Cannot gamble with silver bullet fix, silver bullet gives you direction but still need to test and prove root cause of car, saves time by narrowing options, reduce comebacks and retain customers Getting silver bulletsExperience Manufacturer technical service silver bullet Internet- can find good sources and bad sources online Resources: Thanks to Scott Shotton for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Love what we do? Buy Carm a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Learn more about NAPA Smart Sign and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Donny Seyfer the executive officer of NASTF (National Automotive Service Task Force) and Partner in Seyfer Automotive in Wheatridge, CO. Listen to Donny’s previous episodes HERE. Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Adviser and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisers in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE. Danny Sanchez is owner and founder, of Auto-shop Solutions and grew up spending countless hours working around his dad’s auto repair shop in California, eventually taking over and running the business himself. Auto-shop Solutions started in 1998 when Danny founded Auto Web Solutions. The Internet was starting to take off, and Danny took great interest in the powerful marketing benefits it could provide. As a successful shop owner himself, Danny used Auto Web Solutions to consult with other repair shops on their business practices and web presence. In 2005, when Google launched Ad Words and changed its search engine to favor local businesses, Danny saw a huge opportunity for the automotive industry to draw more clients from the Internet. With just a handful of clients and a few websites, Danny built the foundation of his company – quality, affordable, automotive websites and Internet marketing solutions, designed exclusively for the auto industry. Check Danny’s previous episodes HERE. Jim Silverman is the Director of National Accounts for ATI Automotive Training Institute. Listen to Jim's previous episodes HERE. Talking Points: Danny SanchezSo many shop owners’ succession plan is to close the doors. It is sad to see There are many shop owners willing to sell that opens up opportunity for growth to a multi-store operation Donny SeyferIf your exit plan is that they are coming to take me away in the ambulance If you don’t plan you’ll lose successors If the business can’t be run by anyone else, then you have to rethink your priority It takes a small workforce to fix big problems.It takes experiential knowledge and the proper tools Own the fleet as a transportation company. Work on your cars Repair vehicles that are in the Touro program ADAS calibration center will need a collision feed, the right location, training and a larger investment in calibration tools/equipment. There is a window of opportunity to get in Jeremy O’NealFix the car right the first time What are your most profitable jobs? Market to them Jim SilvermanWhen do you want to retire? If you want a premium for your hard work. Look for about 2 to 3 times EBITDA (Earning Before Income Tax Depreciation and Amortization) Have you told your successor that you plan on them taking it over? You need a succession plan for your succession plan Every interview you make should have a successor in mind Standard Operating Procedures must be created and followedAlso, create an SOP to keep the business going. Passwords. Taxes paid. Payroll done etc Hire a successor that is better than you Business model: Rent some bays at an office building parking ramp Resources: Thanks to Donny Seyfer, Jeremy O'Neal, Jim Silverman and Sara Fraser, and Danny Sanchez for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Tom Palermo is General Manager of Preferred Automotive Specialties in Jenkintown, PA. Tom is a world class Master Technician and a Certified ASE Advanced Level Technician, is certified from ASE including Master Auto, MasterTruck, Master Truck Equipment, Master School Bus, Master Collision, Master Transit Bus, L1, L2, C1, X1, P2, F1 Besides the 2015 NAPA/ASE Technician of the Year, Tom also earned the 2011 AAIA-ASE World Class Technician Award from the Automotive Aftermarket Industry Association, National Institute for Automotive Service Excellence, and the Best Tech of the Year award sponsored by WIX Filters. The majority of Tom’s business is fleets. Listen to Tom’s previous episodes HERE. Key Talking Points: Zero dollar customers Moved to one location 2 miles down road Specifically target marketing customers based on database information (how many cars they had, what their purchases were etc) Noticed in first quarter they were getting a lot of zero dollar bills (car making noise, checking brakes, checking front end etc) then leaving without repair. Get repair and different shop or do repair themselves. Average RO started to drop. Started to understand behavior of customers when they come in and find out what they really want Zero dollar customers can have huge effect on shop’s productivity Discount if work is done at shop or ask them if they want to leave their car Resources: Thanks to Tom Palermo for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Love what we do? Buy Carm a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Donny Seyfer the executive officer of NASTF (National Automotive Service Task Force) and Partner in Seyfer Automotive in Wheatridge, CO. Listen to Donny’s previous episodes HERE. Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Adviser and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisers in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE. Danny Sanchez is owner and founder, of Auto-shop Solutions and grew up spending countless hours working around his dad’s auto repair shop in California, eventually taking over and running the business himself. Auto-shop Solutions started in 1998 when Danny founded Auto Web Solutions. The Internet was starting to take off, and Danny took great interest in the powerful marketing benefits it could provide. As a successful shop owner himself, Danny used Auto Web Solutions to consult with other repair shops on their business practices and web presence. In 2005, when Google launched Ad Words and changed its search engine to favor local businesses, Danny saw a huge opportunity for the automotive industry to draw more clients from the Internet. With just a handful of clients and a few websites, Danny built the foundation of his company – quality, affordable, automotive websites and Internet marketing solutions, designed exclusively for the auto industry. Check Danny’s previous episodes HERE. Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting. Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes HERE. Jim Silverman is the Director of National Accounts for ATI Automotive Training Institute. Listen to Jim's previous episodes HERE. Key Talking Points: Overall CommentsNot what they earn but what they keep Build an invisible paycheck for each team member. Let them see the total cost to the company Service advisors need to have a comp plan to reward their success The company needs to have a strong profit in order to make this work Fear is false evidence appearing real Incentive pay ideasCompensation plans must conform to state and federal labor guidelines Training ASE Comebacks Complete inspections Bonus rates can be based on the number of hours they can bill To millennials, the invisible paycheck is an expectation. So important to create one Link to Town Hall Academy- Paying Your Technicians $100K per Year Sara FraserThe work needs to be there to increase pay Are we selling all available hours? Technicians and service advisors must be on the same page for similar rewards as they work together to sell the labor inventory Danny SanchezActive marketing is necessary to bring in new clients You lose 3% of your clients each year. They move. They Die. Referrals should be your #1 tactic to grow new customers Build the opportunity to thrive in so your team can be big earners Selling 40 hours per week should not be your goal. It should be more 40 hours per person cover your base costs Less than 3% of the pool of technicians coming into the industry. A very small number Emotional maturity is lower. 18 is the new 16 Learn how to split income from base income and opportunistic income Donny SeyferHaving a 30-year career at one place is not going to be the norm NASTF - The Road to Great Technicians We raise our technicians with a wide but narrow scope We don’t hire our future techs as interns. We must change that 42 % of students that get through the program do not make it past two years in their initial jobs. We don’t do a good job of integrating them into our industryThey push a broom or work on the lube rack for too long Young people in our industry want to be involved in something that matters Donny says there isn’t a technician shortage. There are too many bays from marginal shops. You need to run a better business. Become a business person. Stop being a tech We need to look at 5th grade to discover our tactile learners A great mentor would be the person who is the latest who’s been through the program. When you teach you learn Jeremy O’Neal$48.08 per hour to earn $100K It gets increasingly hard to hire against larger companies. We are losing the top talent to the bigger companies who can provide a stronger benefit plan Quote from Matt Fanslow: “We expect our technicians to be smart enough to fix today’s cars but be dumb enough to accept our pay plan.” Willing to charge a fair price for the business Your labor force is tough to duplicate and unique to your shop Based on your profit targets you can calculate what your labor rate needs to be It doesn’t matter what your competition charge Actual production is key He is tracking Average Time of Repairs Labor guides are just a guide Pay PlansTop producers will do full inspections and document them Fix the car right the first time Jim SilvermanYour culture is why people come to work for you and why they stay with you You provide everything your people need to have a fruitful life at work and at homeIt says I want you here A good mix for parts to labor is 50/50 ASCCA has a program in San Diego for an independent track in post-secondary at Cuyamaca College in El Cajon, CA. See this episode: https://remarkableresults.biz/remarkable-results-radio-podcast/e364/ Train on doing complete inspections. You’ve got to be consistent in what constitutes a quality complete inspection Resources: Thanks to Donny Seyfer, Jeremy O'Neal, Noah Frank, Danny Sanchez, and Sara Fraser for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Jack Weaver is a custom car builder of 25+ years and the owner of Acme Chop Shop. He started teaching the art of custom auto restoration at Kustom Built Cars (KBC). Kustom Built Cars was started out of Jack’s love and enjoyment of custom cars and hot rods. He wanted to be able to continue a legacy for our generations to come. So he and his friends got together and came up with this awesome workshop so that future car builders of the world could come and learn the fundamentals of restoring a custom car from the ground up. The leader of our program wanted to share his story with you all so you can see how this idea became a reality and how it can for you too! www.kustombuiltcars.com Key Talking Points: A hot rod restoration shopkustombuiltcars.com Needed more help and started teaching kids so he could hire, started to teach on a larger scale Workshop- started with weekend workshops then evolved into the 5-month program, mostly 18-20 years old Build hot rod truck from start to finish during 5-month hands-on program then sell truck and money goes back into the program Students leave program excited about the industry, can be very trainable for potential employer Wants to stay in touch and stay connected with graduating students Resources: Thanks to Jack Weaver for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Love what we do? Buy Carm a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Donny Seyfer the executive officer of NASTF (National Automotive Service Task Force) and Partner in Seyfer Automotive in Wheatridge, CO. Listen to Donny’s previous episodes HERE. Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE. Danny Sanchez is owner and founder, of Autoshop Solutions and grew up spending countless hours working around his dad’s auto repair shop in California, eventually taking over and running the business himself. Autoshop Solutions started in 1998, when Danny founded Auto Web Solutions. The Internet was starting to take off, and Danny took great interest in the powerful marketing benefits it could provide. As a successful shop owner himself, Danny used Auto Web Solutions to consult with other repair shops on their business practices and web presence. In 2005, when Google launched AdWords and changed its search engine to favor local businesses, Danny saw a huge opportunity for the automotive industry to draw more clients from the Internet. With just a handful of clients and a few websites, Danny built the foundation of his company – quality, affordable, automotive websites and Internet marketing solutions, designed exclusively for the auto industry. Check Danny’s previous episodes HERE. Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting. Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes HERE. Noah Frank, ESQ, enables businesses to excel under increasingly regulated and taxing environments while protecting them from harmful litigation. He is a trusted partner to a variety of businesses, such as manufacturers, professional services, restaurant chains, medical practices, importers, contractors, and closely held companies. As a member of the Labor & Employment Practice Group, Noah provides practical and thoughtful advice, strategy, and solutions in a full range of employment, corporate, and workers’ compensation matters. He provides comprehensive labor and employment counseling on compliance, policy implementation, and risk mitigation of wage and hour, discrimination, harassment, leave interference and retaliation claims, including under the FLSA, Title VII, ADA, ADEA, FMLA, OSHA, NLRA, Worker’s Compensation, unemployment, and state and local laws. He provides advice to cannabis businesses on their employment practices. Previous episodes HERE. Key Talking Points: Sara FraserMillennial workforceThey get picked on for being sensitive. They just will not tolerate things that they deem insensitive Don’t take their phone away from then. It is their connected world They respond to transparency Do what you say Generation Z are the baby babyboomers Your shops should be human-friendly, not women-friendly Danny SanchezIf you are working on cars you need to minimize your distractions You need to have employment agreements and policies You need a handbook It has only been recently as shops have cleaned up, become women-friendly. (See Sara’s comment above) We take care of everyone in our community not just women, men or color Being professional on the inside is as important as how we ‘professionally’ present to our customer The small operator model will evolve, but not by standing still Noah FrankHaving a handbook is a must in any business Donny SeyferThe younger generation may come to work for you because you have rules Learn about the generation you are going to hire. Don’t fight it It takes time to move out of the center of everything in the businessYour customers want to talk to you. You have to delegate If you love to tech, you can find enough help in the industry to be your ‘board of directors’ to guide you in how your business can grow Jeremy O’NealAdvertising + Reputation = Sales Is not a fan of direct mail As a consumer: Time is more valuable than money He wants the client to share their experience with the world He like stories of their experience to be posted He spends on Uber and Lyft into the 5-star experience for his client The scorecard refreshes, so you need to have a constant flow of reviews He looks at the percent of reviews based on the number of clients each week He loves YELP When a customer comes in that found his shop via Yelp. He challenges his team to give a 5 Star Experience Peoples and processes create profits Resources: Thanks to Donny Seyfer, Jeremy O'Neal, Noah Frank, Danny Sanchez, and Sara Fraser for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). It is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. It’s content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation. Bob’s previous episodes are HERE. Key Talking Points: You need a CEO mindset You need to move to the next level of the new aftermarket You need to view your business from the 10,000-foot level It takes time to learn this new role/position You must ‘RE’ your business Re-New the business model Re-Learn the business Re-Tool the business Re-Certify your standards Re-Professionalize the business The mindset of Change. Five bridges the CEO needs to cross Ability to manage change The structure that supports the execution Right people in the right place Alignment of owner priority. Walk the talk Shop wide coordination and cooperation. Team. Respect every position Any size shop needs to find their desire of where they would like to be These CEO disciplines work for any size business Resources: Thanks to Bob Greenwood for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Web Site: http://www.aaec.ca Greenwood Motor Age Magazine Articles:http://www.searchautoparts.com/motorage/author/bob-greenwood Greenwood Garage Videos:https://www.autoserviceworld.com/video-series/greenwoods-garage/ Facebook: https://www.facebook.com/vehicleim Greenwood Motor Age Magazine ArticlesGreenwood Garage Videos Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more. Learn more about Pro Image and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting. Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes HERE. Noah Frank, ESQ, enables businesses to excel under increasingly regulated and taxing environments while protecting them from harmful litigation. He is a trusted partner to a variety of businesses, such as manufacturers, professional services, restaurant chains, medical practices, importers, contractors, and closely held companies. As a member of the Labor & Employment Practice Group, Noah provides practical and thoughtful advice, strategy, and solutions in a full range of employment, corporate, and workers’ compensation matters. He provides comprehensive labor and employment counseling on compliance, policy implementation, and risk mitigation of wage and hour, discrimination, harassment, leave interference and retaliation claims, including under the FLSA, Title VII, ADA, ADEA, FMLA, OSHA, NLRA, Worker’s Compensation, unemployment, and state and local laws. He provides advice to cannabis businesses on their employment practices. Previous episodes HERE. Key Talking Points: Noah FrankNew laws in Illinois No matter what state you do business in you can benefit from this discussion You must know what you can and cannot ask in an interview You have to protect all the information you receive from a job applicant. Sexual harassment training in many states now have mandated training per year Independent contractors in Illinois are protected. Check with your state Classifying contractors and salary exempt employee You must protect your employees from all form of harassment both internal or external If the government shows up get your attorney You can file an EEOC charge of discrimination online If you get an EEOC complaint:Take a deep breath Speak to the council that is competent in employment law Reply in proper time limits You can have a salary/non-exempt employeeAgreement with the weekly amount and an overtime rate if they work over 40 hours Progressive discipline will support a solid termination Consider support for a terminated employee into their next role with a severance agreement Consider a PEO (Professional Employer Organization) Sara FraserShe will not accept ‘shop talk’ at the workplace. Especially millennials Resources: Thanks to Noah Frank and Sara Fraser for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Ken Criste is the Chief Financial Officer of the Australian Bank division of National Australia Bank. In addition to this fulltime role, Ken is a passionate car owner and collector and has a 50% equity ownership in an Independent BMW & MINI workshop in Melbourne Australia “BM Performance Centre”. This ownership with Mark Higgins blends his passion of cars with that of building and growing a small business. He has an Undergraduate Degree in Banking and Finance from Victoria University, an MBA from Melbourne University and is a graduate of the Advanced Management Programme at Harvard Business School. His passions outside of work include snow skiing, car racing and vehicle restoration and spending time with his family. As a side note, his passion for skiing has led him to pass his level 1 and 2 Canadian Ski Instructor exams. Check Ken's other episodes HERE. Mark Higgins is the Co-Owner of BM Performance Centre and is an experience BMW Mastertech. His experiences have brought him to New Zealand, US, and the UK. He is already in the business for 8 months and has set the roles and responsibilities of the shop. He has worked before as a workshop manager and a BMW Diagnostic Technician. Check Mark's other episodes HERE. Key Talking Points: Original episode 379 Review the new business success Made a slight pivot and added VW to their specialty BMW and Mini. The business has grown successfully Mark had a friend who they brought in to do VW Ken wrote the business case and he is happy with how it has turned outSales volumes are slightly higher than the plan and margins are slightly lower VW volume is 50/50 in the last 6 months Labor rate the same as when they started in the last 18 months $175 A 50/50 partnershipIt works by empowering the role and responsibility Ken has had to learn to back off. He does the financials and has helped Marked learn it Mark is still turning wrenches until he gets another tech in They are starting to replay the equity they invested The business has been cash flow positive without paying the rent to Ken To grow their VW/Audi business they used a card drop and Facebook Growth with an equity partner Don’t get overfocused on KPI’s without putting the customer at the center Resources: Thanks to Ken Christie and Mark Higgins for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer. Learn more about Pro Image and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Donny Seyfer the executive officer of NASTF (National Automotive Service Task Force) and Partner in Seyfer Automotive in Wheatridge, CO. Listen to Donny’s previous episodes HERE. Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE. Danny Sanchez is owner and founder, of Autoshop Solutions and grew up spending countless hours working around his dad’s auto repair shop in California, eventually taking over and running the business himself. Autoshop Solutions started in 1998, when Danny founded Auto Web Solutions. The Internet was starting to take off, and Danny took great interest in the powerful marketing benefits it could provide. As a successful shop owner himself, Danny used Auto Web Solutions to consult with other repair shops on their business practices and web presence. In 2005, when Google launched AdWords and changed its search engine to favor local businesses, Danny saw a huge opportunity for the automotive industry to draw more clients from the Internet. With just a handful of clients and a few websites, Danny built the foundation of his company – quality, affordable, automotive websites and Internet marketing solutions, designed exclusively for the auto industry. Check Danny’s previous episodes HERE. Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting. Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes HERE. Noah Frank, ESQ, enables businesses to excel under increasingly regulated and taxing environments while protecting them from harmful litigation. He is a trusted partner to a variety of businesses, such as manufacturers, professional services, restaurant chains, medical practices, importers, contractors, and closely held companies. As a member of the Labor & Employment Practice Group, Noah provides practical and thoughtful advice, strategy, and solutions in a full range of employment, corporate, and workers’ compensation matters. He provides comprehensive labor and employment counseling on compliance, policy implementation, and risk mitigation of wage and hour, discrimination, harassment, leave interference and retaliation claims, including under the FLSA, Title VII, ADA, ADEA, FMLA, OSHA, NLRA, Worker’s Compensation, unemployment, and state and local laws. He provides advice to cannabis businesses on their employment practices. Previous episodes HERE. Talking Points: Donny Seyfer:We are spending too much time on the wrong stuff Some of the work we do is going away. The glass is emptying. There is a big glass that is starting to fill up with other repair opportunities When booking an appointment online it makes it difficult to schedule shop workflow Book what your average R/O time is. If you average 4 hours per R/O book that much time for an on-line appointment especially if you don’t know the customer or the vehicle Jeremy O’NealThere are untraditional methods to get customers in the shop Old school thinking will not get customers in today Our job is about helping people not selling them. We must help people 4 out of 10 the transaction is digital. No calls. Jeremy finds Yelp as an asset for his businessLove it or hate it Accounts for ½ of his volume for $375/month Be open to newness Customer check-in kiosks are not gaining traction The quicker Jeremy responded to an online request the more leads he got Danny SanchezDVI helps you present the work that is needed.The service advisor edits the old handwritten list and DVI helps from editing Present everything to the customer. We advise not edit The customer needs to know everything the vehicle needs DVI is not a replacement for the Service Advisor We are the experts, why put the power of fixing customers cars in their hands. Kiosks will not work! Mobile friendly is a key component in your website Sara Fraser, a millennialThere are 150 Million Millennials and Gen Zers Gen Y and Z have spent $2,300 in the past 5 years on car repair. 55 and older have spent $1600 She wants to make an appointment on-lineWants a reply within 24 hours or less She lives in an app-based world Tell me when my oil change is due Learn to execute on a time convenient for the customer Generation Z is thinking a lot differently than Millennials (Gen Y)Educated and will check with YouTube before they come in They want to do business via technology, mobile, appointments Our new generations want customer service or the experience to be great, uncompromising. If not they will tell their group of friends and spread it through their influence network If she texts to your she wants that method of communication back. Noah FrankAs a consumer, I don’t want administrative stuffMake it easy to engage me. If I complete the online form, why do I have to do it again when I arrive? Bring me the human element for my repair. A therapist. Click to go to the Podcast on Remarkable Results Radio

Mark Roberts is the owner of Roberts Properties, Inc, Managing Partner of Total True Automotive dba Schertz Auto Service, Craftsman Building and Renovation LLC. He is also partnered with a Local Custom Home builder. Mark is also the former owner of Auto Collision Works. He grew up in Schertz and has been a resident since 1969. Mark also serves on the Board of Directors of Guadalupe Valley Electric Cooperative, Guadalupe Valley Home Services Corporation, and the Guadalupe Valley Economic Development Corporation. Listen to Mark’s previous episodes HERE. John Long started to gain more interest in vehicles and just after his 21st birthday, he accepted a position working at National Tire & Battery as a service advisor. He knew nothing about tires or vehicle systems and how they worked, but he learned as much as he could. In 2005, John and his wife decided it was time for a move. He arrived in San Antonio late on a Friday night after driving 24 hours straight and interviewed with Mark Roberts on Saturday morning. Mark hired John, and for the next several years he helped grow the new mechanical repair shop business. Listen to John’s previous episodes HERE. Key Talking points: Mark Roberts has plans to grow via partnerships It has been beneficial for all parties Mark worked in a collision business and he was told by the owner that he would never partner with anyone, even his children unless they purchased it Mark wanted to create an opportunity for David and John to own a business; to be his partners Succession planning was not in his thoughts when he did this They discovered their compatibility when they started to read Rocket Fuel. (see books page) Agreements and buy-sell.Will not deal with ex-wives Passing on, the shares come back to company and wife gets bought out Another consideration is incapacitation. They don’t have this clarified yet All partners need to be protected. Too many lives at stake It was tough for Mark to walk out of the shop and not be involved in the day to day When they buy Mark out they may sell a portion of the business to additional partners Consider different levels of responsibility in a partnership agreement Partnerships are not for everyone Many potential partners really don’t know what owners do. You have to plan on grooming, training and coaching them. Pay for the classes they need to learn to be a CEO Mark does a wheel of life once a month with his partners Resources: Thanks to Mark Roberts and John Long for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. NAPA AutoCare’s recent partnership with CarVantage gives your AutoCare Center an easy way to take advantage of telematics, increasing customer retention and boosting customer spend. You provide customers with a CarVantage sensor that plugs into their vehicle and connects via Bluetooth to their smartphone. Then you set up automated marketing campaigns that target customers based on their vehicle’s next maintenance interval, for example, or whenever a check engine light is detected. That gives customers peace of mind and the best experience in the market. They also love CarVantage because it’s free to them. A special offer only for NAPA AutoCare Centers lets you give CarVantage a try at a very affordable price. And it includes free sensors. Other plans and enhancements are also available. Learn more about CarVantage and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Ashlee Arnold, Vice President, Arnold Oil Company of Austin, has quickly become an influential figure in the aftermarket industry at large and within her own company by persistently showing remarkable leadership and cementing its placement on the esteemed “Aftermarket Business Top 25 Auto Chain” listing several years in a row. Arnold serves on the Federated Auto Parts Board of Governors, Federated Co-Man Council, and sits on the Automotive Warehouse Distributors Association (AWDA) Board of Governors. She serves as a PAC Dog for the AWDA sector and has been a member of the Young Auto Care Network Group (YANG) since its inception in 2014, now serving on the council. She has previously served on the Auto Care’s Market Intelligence Committee as well as AC Delco’s Policy and Procedure Committee. Ethan Bregger, training content and curriculum manager, DRiV™️, has a proven track record of success and influence within the auto care industry. Bregger guides the strategy and course content development behind the technical training program “Garage Gurus” and provides insight and guidance on the overall program strategy. An actively-involved member of YANG and a committed Auto Care Political Action Committee (ACPAC) supporter, Bregger recognizes the industry is larger than himself and his company by playing a significant role in the design and operations of multiple industry conferences, including the YANG Leadership Conference and the Auto Care Association’s Leadership Days conferences. Bregger is currently serving as Vice Chair of the education committee and volunteers on the Automotive Maintenance and Repair Association/Motorist Assurance Program (AMRA/MAP) Technical Council. Jacki Lutz, head of global market communications and intelligence, Sensata Technologies aftermarket business, has committed herself to making a lasting impact on the auto care industry and is a proud advocate of the opportunities in the aftermarket. Lutz currently serves as president of the Automotive Communications Council, is a member of Auto Care Association’s Marketing Communications Committee, AASA's Marketing Executives Council, AASA's Modern Industry Expertise Council, AASA's Mobility Technology Council and was recently voted as a member of the YANG Advisory Council. Ryan Samuels, vice president, Samuels Inc., is committed to the continued success of the auto care industry through his investment in training tomorrow’s technicians, volunteerism, and advocacy efforts. Samuels is the current secretary of the Automotive Warehouse Distributors Association (AWDA), a member of the ACDelco advisory board, an active member of the National Pronto Association, PAC Dog to Pronto, and was a leading innovator with YANG. Key Talking Points: Impact Award- for the future, age 40 and younger FutureArnold Oil: Diversify business and bring value to customers. Expanded to chainsaws, lawn mowers, etc repair work outside of just parts, oil business and fuel distribution. Make service professional successful- rely on vendors, internal training and management training. Garage Guru's and DRiV: Service solution offers, goal is to be voice of industry and drive growth of technicians Sensata Technologies: Specialize in sensors and electronics, new training brand and e-training platform Samuel’s Inc: Building relationships and educating customers Customer feedback: Are they willing to invest in themselves? Resources: Thanks to Ashlee Arnold, Ethan Bregger, Jacki Lutz, and Ryan Samuels for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

John Burkhauser is currently employed at BOLT ON TECHNOLOGY as the Director of Education, a job that allows him to use a lifetime of learning experience day in and day out. John dreamed of being a meteorologist but found out college wasn’t for him. When his car failed the state inspection, that was the day his career was decided on. John went to Pennco Tech to attend the Auto Gas and Diesel program. After graduation, John started work in a dealership where he went from a “D” technician to an “A” technician in a few short years. He also added shop foreman to his resume. During this time, John became certified as an ASE Master Technician and Advanced Level Technician which he still maintains. Crossing to the other side of service, he became a service adviser winning the Ford Silver Medallion award. He then became a Service Manager for a large dealership. John also worked in the independent aftermarket. He then applied to be an instructor at a post-secondary automotive training school where he taught basic electrical and HVAC courses for the better part of ten years. Fortune would change his career path again when John learned about BOLT ON TECHNOLOGY and became part of the team. Listen to John’s previous episodes HERE. Barry Hoyland has been in the independent aftermarket for more than 45 years as a technician, shop manager, technician trainer, and for over 28 years owned and operated a successful Southern California automotive repair center that offered complete auto care and specializes in emission and diagnostic services. Barry also owned and operated a company that modified vehicles to perform as emergency response units and mobile command centers, incorporating high-end electronic components into today’s vehicles. Barry has for the past 8 years writing and delivering both technical and shop management training programs for Delphi, O’Reilly Auto Parts, Automobile Club of Southern California, and many others. He has also provided consulting services for many automotive shops, fleets, and government agencies in order to improve their operational efficiencies. Barry has for the past 5 years served as the technical editor for Professional Tool & Equipment News (PTEN) Magazine, where he writes technical articles and reviews tools and equipment used by today’s technicians. Barry has worked with many NHRA drag racing teams as a crew chief on supercharged alcohol and nitro-methane fueled cars and currently campaigns two Top Alcohol Funny Cars in NHRA competition. Barry holds active memberships with a variety of organizations such as SAE, IATN, and STS. Barry also holds certifications in ASE: A1, A6, A8 and L1, maintains a California Advanced Emission license, and certification with Mobile Air Conditioning Society (MACS). Key Talking Points Bolton and P10 Survey 70% of people responding to the survey were shop owners 21% of responders did 1 million per year or more, 35% did 200k-999; 40% 200k and lower The shop sells time so saving time make it more profitable 39% have 2-3 technicians Training is a key priority, it’s like oxygen to your business. If you are not training, your shop is slowly dying. Do you have an exit plan in place for retirement? How do you set your labor rate? Most say based on what neighbor’s rate is 49% of responders had no plans on hiring 53% huge interest in customer service communication Anniversary. It was 40 years ago we started to do diagnostics on very basic systems. Look where we have come Resources: Thanks to John Burkhauser and Barry Hoyland for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Just a few minutes of your time. Some important one on one time because I believe you’ve missed some excellent shows we’ve produced for you. Please subscribe to the Town Hall Academy and For The Record podcasts on your listening app. These shows have been separated from the Remarkable Results subscription. So you don’t miss these very important aftermarket podcasts. Please take the time to subscribe to them. You can find details at www.remarkableresults.biz/app/ Click to go to the Podcast on Remarkable Results Radio

I want to thank the thousands of listeners who make our purpose meaningful. We do it for you. To the sponsors of the podcasts over the years. THANK YOU. Guests for the 500th Episode Amy Mattinat is the owner and manager of Auto Craftsmen in Montpelier, VT. Her shop is an ASE Blue Seal Shop, AAA approved and she is a member of ASA, SBN & WiAC. Along with running her independent repair shop, she is able to combine her three passions: teaching small business owners how to run a successful business, teaching car care and safety to the general public and educating young people about the many career opportunities available in the auto care industry. Amy was awarded the 2012 Top Female Shop Owner of the Year by the Car Care Council Women’s Board, Honored as a 2014 Professional Woman of the Year by the National Association of Professional Women, Awarded the 2015 U.S. Small Business Administration’s Vermont Women-Owned Business of the Year, Awarded the 2016 AAA Business of the Year in Vermont and served as President of Women in Auto Care 2014 through 2016. Listen to Amy’s previous episodes HERE. Judy Zimmerman Walter is co-owner with her uncles and the CFO of, this 57-year young service business. Zimmerman’s Automotive, Mechanicsburg, PA is a true blue ‘family enterprise’ with 12 out of a team of 29 team members that are ‘IN THE FAMILY’. Zimmerman’s is a top automotive repair facility along with a quick lube and a used car division. Among her involvement: Women’s Board of the Car Care Council, AASP-PA Alliance of Automotive Service Providers, and the Auto Care Association. Listen to Judy’s other episodes HERE. Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population of 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq ft shop has 21 lifts with two flats per lift. Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry's previous episodes HERE. Brett Beachler, is Vice President of Beachlers Vehicle Care and Repair, Peoria, IL. Brett has been in the automotive industry for 30+ years and is third generation family. He started in the family business at about age 13 maintaining the business property. Brett graduated from Bradley University with a bachelor of science in business. He departed the family business to work in the corporate world for four years. His Dad, Terry, asked Brett to re-join the family business. Since that time, Brett has not looked back and has enjoyed almost every minute of his time in the family business. Listen to Brett’s previous episodes HERE. Kirk Richardson is a young and successful entrepreneur. Born into a blue-collar, hard-working family, he was a below-average student in high school and college. At the age of 22, he left school and started his first business. He bought his first three-bay shop at the age of 24. Seven years later he bought his second shop, South Street Auto Care in Rochester, MI. Richardson really prides himself on his ability to create a family culture within his businesses. The culture is a blend of hard work, accountability, fun, and hi-jinx, which combine to make loyal and dedicated coworkers. Kirk loves business and people in general and will talk for hours about business! Listen to Kirk’s previous episodes HERE. Dwayne Myers With Dynamic Automotive, This MSO group was selected top 10 automotive shop in 2014 from Motor Age and has just opened their 4th shop. Dwayne invests time in the industry with the Auto Care Association and serving on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. Dwayne was on episode 2, 3 and 4 with his partners Jose Bueso and Lee Forman and A Round Table on Technician Training in Episode 59, and on a Supplier Needs Roundtable (118). Listen to episode 222 with Dwyane as we talk about his 2017 World Class Technician honor and more. Listen to Dwyane's other episodes HERE. Key Talking points: What worked well in the last five years: Amy MattinatUndercoating. A job given to her tire person and to supplement during the slow times. She uses Corrosion Free Undercoating out of CanadaRe-done every 18 months accounts for retention Kirk Richardson100% profit-sharing plan based on the power of the collective team One direction, one team He was always wired to be a business person, yet stood at his counter and did everything when he started 15 years ago Profit-sharing is the best way to grow technicians Judy Zimmerman WalterStarted morning meetings to best understand her team’s needs and to develop and compliment the team Jerry KezhayaBeen an absentee owner for sometime You have to inspect what we expect As owners, we get what we earn Dwayne MyersGoal Map ReviewsWhere do our people want to be? Their Goals for the next 3, 4 and 5 years This has changed their company more in the last five years than anything they did Stop looking at your people leaving and think about how they will stay with you Invest in your people while you have them Brett BeachlerAdvisor pay system he created He measures many KPIs and they get a bonus production He is legal for wage and hour by using Mike Davidson's spreadsheet as a guide. See this episode RR 4466 https://remarkableresults.biz/e466/ Owners get paid on net profitability so he has a similar plan for his people He wants to take more time off but he has to have better systems and procedures His program works on a percentage of sales but would like to convert to a gross margin incentive if he can get the right GP from his SMS What did not work for me and what I learned: AmyShe almost sold her business and backed out. She felt her business was going to become a ‘McDonalds’ She wants a win-win for staff and customers when she does She realized she has a five-year window ahead of her Kirk RichardsonHe was always a business person but sucked at it early on Developing leadership, grooming, and choosing is painfulYou have to be worth following yourself It is a perpetual process, it never ends Understand that there is always lapses in judgment that you learn from Being a leader can be a lonely place Most discussions on this episode failure issues were mostly the people of the soft side of our business Judy Zimmerman WalterTo lead her team she wants her people to know that:Judy worked in the quick lube and did a lot of light-duty work at the shop She assumes that here people know that she has paid her dues. She has been there and done that Dwayne MyersEarly in his career, he went into protection mode and he held onto it for too long They had not grown in 10 years and he and his partners were holding their team back. It was fear and stubbornness He realized that grow was what he needed to survive Brett BeachlerHe regrets his priorities as it relates to supporting his wife or the business when she had a life-changing accident He put the business ahead of his wife and that was a critical mistake Jerry KezhayaDid not fire fast enough Did not listen to his gut or intuition He got stuck in the buzz that there is no one to hire He needs to think of his business like a sports team who is working to get to the Superbowl. Always need to evaluate the talent to take you there Resources: Thanks to Amy Mattinat, Judy Zimmerman Walter, Jerry Kezhaya, Brett Beachler, Kirk Richardson, and Dwyane Myers for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. The Queen's Code by Alison A. Armstrong Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Bill Long is president and chief executive officer of the Motor & Equipment Manufacturers Association (MEMA) Which represents the largest sector of manufacturing jobs in the US through its four divisions, the Automotive Aftermarket Suppliers Association (AASA), the Heavy Duty Manufacturers Association (HDMA), the MERA -the association for sustainable manufacturing and the Original Equipment Suppliers Association (OESA). Long is a respected and highly recognized industry leader with more than 30 years of automotive experience in all sectors of the automotive industry. Long joined MEMA in 2012 to lead its AASA division before taking the top spot as MEMA President & CEO February 2019. Prior to joining AASA, Long served as president of Long Strategies LLC and as managing partner of BC Partners LLC, providing strategic planning, brand relevance and leadership services to the automotive industry. Long is most recognized for his 25 years at Echlin/DANA leading the company’s Engine Management Division and as Executive Vice President, North American Operations for Proliance International, a leading manufacturer of temp control and heat exchange products. Long is also well-known in motorsports circles where he served as a corporate officer for NASCAR in Daytona Beach and as a top executive for the IndyCar Series and the Indianapolis Motor Speedway. Long served on the boards of the National Automotive Service Task Force (NASTF), Northwood University Automotive Aftermarket Advisory Board, Automotive Aftermarket Charitable Foundation and the Automotive Aftermarket Charitable Foundation. Board. Long is also a past chairman of the National Car Care Council. Long was awarded the prestigious MEMA Triangle Award during his time at DANA and Northwood University’s Automotive Aftermarket Management Education Award, both recognizing his work in educating federal lawmakers and serving as a technical expert on issues concerning the industry’s access to vehicle on-board diagnostics and repair information. Long was honored with the Jack Arute Sr. Excellence in Motorsports Award for his contribution and dedication to the motorsports industry. Talking Points: MEMA- Motor and Equipment Manufacturers Association 115th Anniversary MEMA advances the business interest of our industry Created trade association to move industry forward Challenges-rate of accelerated change in the industry, vehicle data access Vehicle parts manufacturers represent the largest sector of manufacturing jobs in the USA- we have a powerful voice 77% value new car is generated by MEMA members OE suppliers are members Bill met with the Vice-President of the United States in the White House this year A great economyUncertainty with tariffs but hopeful Supports the right to own your data It is getting tougher to get aftermarket parts brought to market because of encrypted software in many parts EcommerceNeed qualified technicians to diagnose issues and problems Parts sales will continue to grow Link to http://www.mema.org Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. Gold Certification recognizes top tier NAPA AutoCare's with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard-bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visiting www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

The Men behind Dynamic: Dwayne Myers, Partner Dynamic Automotive Mark Murphy, Lead Technician Todd Zimmerman, Location leader Bob Allen, VP of Operations, from wrenching to location leader Key Talking Points: Career-pathing. The leaders are there when you need them Shop owners can develop their team and really grow and make a difference in our industry The team knows there are growth opportunities within the company Concept: Train your replacement Dwayne is out of operations every day and relies on his leadership team to make decisions I took a long time for the owners of Dynamic to learn this and to learn to trust Communication is the key to making this happen Owners were thinking more internally in the past years and realized they needed to think outward to their team and community The Dynamic website tells their story. They won a top ten website honor from AutoInc Magazine Training is a strong component to the culture of Dynamic Automotive They have created a new business model ‘Dynamic Off-Road ’ They are there to discover new suppliers, products and relationships to grow this new customer offering. Resources: Thanks to Dwayne Myers, Mark Murphy, Todd Zimmerman, and Bob Allen for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Erik Mortensen, an Automotive Instructor at Watauga High School, transforms his classroom into an automotive service shop. Key Talking Points: A former technician that runs an automotive An automotive service shop in the classroomFive bays Parts room Toolroom Alignment rack All the equipment you would need He took an existing program and made it his own with an open book The program is growing and his classes are full A goal of his is to get the students to find their self-worth and a skill they may be good at Watauga High School has a large CTE program (Career and Technical Education) Students are assigned roles within the ‘shop’ He believes that working on ‘live’ teacher vehicles vs doner cars brings a greater responsibility of importance and safety. Start the students off with a ‘mechanic’ mentality and understand the learning never stops and ‘diagnostician’ is in their future If being an educator is your passion, then do it Resources: Thanks to Eric Mortensen for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined workflow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Important Changes You’ll need to subscribe to each podcast separately. In the recent past, you would get every show we produce into your one single subscription of RRR. One of the easiest ways to find all three podcasts is to search under my name in your app. Key in Carm Capriotto. You will find the three show icons appear. Just subscribe to all three. Then you are all set. You’ll never miss a new release Now you need to add two new subscriptions to your favorite podcast listening app. You already have RRR next is to search for Town Hall Academy and For the Record. No matter if you listen on Apple, Google, iHeart, Spotify or the dozen more apps that feature my podcasts, you’ll need to subscribe to Town Hall Academy and For The Record. So you can get a better understanding of when we publish new episodes, let me share with you when you would expect new releases. On Monday’s you get a new For The Record episode. As you know with For The Record you’ll hear a perspective on life and business issues that you may have never heard before. Its format is like the op-ed section of the newspaper. It is the perfect forum to hear from your industry colleagues and get your juices flowing. And I know, ‘cause you’ve told me, that these opines or rants may just inspire you enough to move your thinking in a new direction. So the purpose of this bonus episode is to get you to subscribe to all three shows. You already have RRR now you need to subscribe to Town Hall Academy and For The Record to complete your access to all three weekly podcasts we produce for you. Thanks, and we’ll talk soon. Carm Capriotto Mentions: I like Spreaker Podcast Radio. Find it on your app store and then search for Carm Capriotto. Then subscribe to: Remarkable Results Radio Town Hall Academy For the Record MARK THEN AS FAVORITES Click to go to the Podcast on Remarkable Results Radio

Anthony Williams is the Automotive Liason for the Automotive Institute for Science and Technology - AIST. Contact Anthony: [email protected] 719-641-2575 Talking Points: A brief recap on schoolProject-Based Learning vs Traditional schoolingDoing is the basis for learning in a real-world setting Find student natural aptitude Career Education combined with Core content (English, Math, Science, Etc.) PTECH (Pathways in Technology Early College High School) 6 years Current needs – Financial PartnersThe industry is large enough to find the funding to bring this new education model to the industry. Funding is needed for the building Facility purchase – $5 million Construction to outfit the facility to be a schoolPhase 1 – ASAP $3 million Phase 2 – Year 3 $3 million Phase 3 – Year 5 $2 million Apprentice and internship programs being discussed and how it would work with partners Fundraising OptionsAutomotiveInstitute.org https://automotiveinstitute.wpcomstaging.com/ Smile Amazon Paypal Giving Fund http://bit.ly/2Z6q94s Buy a Brick http://bit.ly/2rdu2YR Larger partners – Contact [email protected], Naming rights, Structured Internships, career fairs, Special events (invite only), and more Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Steve Ciabattoni is the co-founder and CEO of 360 Payments, a payment technology company located in the heart of Silicon Valley. Raised in Philadelphia, Steve is the son of a small business owner who had to work two jobs just to put food on the table. Living the struggles of small business ownership firsthand gave Steve tremendous respect for entrepreneurs and fueled his passion for serving the small business community. Fresh out of college and looking for sales experience, Steve took a 100% commission job with a large credit card processor called Heartland Payment Systems. Much to his surprise, he fell in love with the payments industry. In it, he saw a way to empower small business owners to take control of their financial futures as well as the opportunity to use cutting-edge technology to streamline the customer experience. The industry was far from perfect, however, and as Steve sought to offer his customers more transparency, better rates, and excellent customer service, he realized business owners deserved another option – a payment processor who offered all these things and more. After a successful three-year tenure with Heartland, Steve teamed up with his longtime mentor and friend, Lisa Coyle to start 360 Payments. Since its inception in 2011, 360 Payments has grown to process more than $2 billion in credit card transactions with clients across the United States. Nearly 1,000 automotive repair shops alone now trust 360 with their payment processing. 360 stands out from the competition by offering full disclosure processing in a notoriously confusing and opaque industry, coupled with a very high level of customer service and a consultative approach to technology implementation. Steve is now focused on helping 360 integrate its Velox payment gateway technology with various shop management software systems in order to give independent automotive repair shops that “dealership feel” and improve their customer experience during the payment process. Steve currently resides in San Jose, CA, with his wife Michelle and their two young children. Talking points: Customer can approve a job on the phone so why not pay when complete via text messages Secured credit card data Adds a level of convenience for customers and able to spend more time with customers who opt-out of text to pay. This sets your shop apart from others Time is saved for service advisor and labor cost- can be working on other things for the shop ROI: $250-300 savings per month in labor cost based on 10% checkout Replacing manual transactions for phone transactions Text to Pay is a feature of doing business with you If a customer loves how you text status and inspection criteria, they will love the text to pay feature you offer Showing customers you are on the leading edge of technology. The card never leaves the customer’s hand and follow PCI compliance www.360payments.com Text To Pay Calculator Resources: Thanks to Steve Ciabattoni for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more. Click to go to the Podcast on Remarkable Results Radio