Stop Leaving Money on the Table: How to Master Your Shop Management System [RR 1085]

Recorded live at VISION 2026, host Carm Capriotto speaks with Evis Husejnovic of NAPA TRACS about how shops can boost profitability and customer service by better using their shop management systems.

Husejnovic highlights that most owners use only 10–15% of their software, often missing key tools for managing operations. NAPA TRACS addresses this with hands-on support, user groups, and daily training.

The conversation also emphasizes a “treatment plan” approach to digital vehicle inspections, helping shops increase revenue through thorough, preventative maintenance rather than higher car counts. While technology has rapidly evolved, Husejnovic reinforces that auto repair remains a relationship-driven, “handshake” business, and shares how NAPA TRACS is helping train future technicians through partnerships with technical schools.

VISION Hi-Tech Training & Expo: https://visionkc.com/

Evis Husejnovic, Regional Sales Manager, NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

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Smart Glasses in the Shop: Inside NAPA Autotech’s XcceleratoR Training [THA 478]

Recorded live at VISION 2026, host Carm Capriotto sits down with Matt Crumpton, Director of Program Development at NAPA Auto Care, and Robin Cowie, Creative Technologist, to explore the official rollout of NAPA’s Extended Reality (XR) training program.

The conversation centers around solving some of the industry’s biggest challenges: the ongoing technician shortage, the high cost of tools for new hires, and the need to get technicians productive and billable faster. By leveraging immersive technology that feels familiar to younger generations, NAPA is creating a pathway for new technicians to build skills and confidence in a low-risk, high-impact learning environment.

The XR ecosystem is built around three core technologies. Virtual Reality (VR) delivers immersive, point-of-view training with over 50 lessons focused on essential shop skills, reinforcing the idea that “brakes pay bills.” Using a structured “teach five, test five” approach, technicians develop muscle memory before ever working on a live vehicle. Mixed Reality (MR) bridges the gap between virtual and physical by combining real tools with guided digital overlays, allowing for hands-on practice with built-in support. Augmented Reality (AR) smart glasses bring the technology directly into the service bay, giving technicians instant, voice-activated access to critical information like torque specs, keeping them focused on the vehicle and saving valuable time on every job.

Looking ahead, the platform continues to evolve. Future integrations are expected to include shop management systems, Identifix, and digital vehicle inspections, enabling fully hands-free workflows and even customer-facing video communication directly from the bay.

After successful testing with early adopters, NAPA officially announced at VISION 2026 that its XR training packages are now available for general purchase, offering shops a powerful new way to train, support, and retain the next generation of technicians.

https://napaxccelerator.com/

VISION Hi-Tech Training and Expo: https://visionkc.com/

remarkableresults.biz/a478

Is Your Shop the Problem? Hard Truths from the Voice of the Technician Survey Results [RR 1084]

Host Carm Capriotto speaks with Jay Goninen, co-founder and president of WrenchWay, about insights from the 2026 Voice of the Technician Survey and what it reveals about the state of the automotive workforce.

Jay encourages shop owners to download the free report to uncover blind spots and start meaningful conversations with their teams. The data show that technicians strongly prefer a four-day, 10-hour workweek with no weekends, along with proper equipment, paid vacation, retirement benefits, and paid training.

While dealership technicians made up a larger share of respondents, independents stood out in workplace culture. 63% of independent technicians would recommend their shop to a friend, compared to 36% at dealerships, though dealerships scored higher in providing paid training. Across both groups, technicians favor an hourly wage plus bonus structure, which many feel better supports diagnosticians than traditional flat-rate systems.

The discussion also highlights a troubling trend: the industry’s Net Promoter Score dropped to -60 in 2026, signaling that many technicians would not recommend the profession to others.

To strengthen the talent pipeline, Jay discusses ASE Connects, a new initiative aimed at connecting shops with high school and technical school automotive programs to support them through mentorship, advisory roles, and community engagement.

Carm also advocates elevating the profession by shifting the language from “mechanic” or “technician” to “specialist,” emphasizing the expertise required to work on today’s vehicles.

Overall, the episode serves as a wake-up call for shop owners to use the survey insights to evaluate their culture, communication, and work environments, and to become employers technicians are proud to recommend.

https://wrenchway.com/resources/2026-voice-of-technician-survey-report/

Jay Goninen, Co-Founder and President, WrenchWay

remarkableresults.biz/e1084

General Service Technician Academy: Building Educational Foundation For Tomorrow’s Careers [THA 477]

Recorded live at VISION 2026, this episode highlights the General Service Technician Academy (GSTA), a two-day training program offered at VISION designed to build strong foundational skills for early-career automotive technicians. Host Carm Capriotto speaks with industry leader and shop owner Travis Troy and two young technicians who completed the program about how mentorship and structured training are shaping their careers.

The discussion emphasizes that great technicians are distinguished not by advanced tools alone, but by how well they execute fundamental skills. The GSTA curriculum covers essential, practical topics including OSHA training, lift safety, fluids and oil, tire safety and repair, alignments, thermal management (A/C), and hands-on electrical training.

The academy addresses a critical training gap in the industry through a hands-on learning model that encourages participants to learn it, practice it, and teach it, reinforcing both understanding and communication. Mentorship plays a key role in guiding young technicians who often face unclear career paths and discouraging workplace experiences, helping them build confidence, opportunity, and long-term direction.

Ultimately, the conversation reinforces a culture of continuous learning, highlighting that both new and experienced technicians benefit from revisiting the fundamentals to maintain safety, productivity, and professional growth in an increasingly high-tech automotive industry.

VISION Hi-Tech Training & Expo: https://visionkc.com/

remarkableresults.biz/a477

Own the Technician Shortage: How One Shop Owner is Transforming Industry Recruitment [RR 1083]

In this episode, Carm Capriotto speaks with Chris Machado, founder of XGen Academy, about a bold new approach to solving the automotive technician shortage.

Machado has developed an intensive 16-week training program that blends virtual reality simulations, classroom learning, and hands-on shop experience to accelerate the development of new technicians. At the core of the academy’s philosophy is the “reverse funnel,” which attracts a wide pool of young talent and progressively refines their skills toward professional mastery.

The program goes beyond technical instruction. Through its “Reality Hub,” students also learn essential life and workplace skills, including financial literacy, professionalism, and ethics.

By modernizing the training experience and making automotive careers more appealing to younger generations, Machado aims to build a scalable model that can be replicated nationwide, offering a proactive, high-tech solution for developing the industry’s next generation of technicians.

XGen Academy: https://xgened.email/

remarkableresults.biz/e1083

The Affordability Myth in Auto Repair: Rethinking How Service Advisors Present Repairs [THA 476]

“I think the push back is more in our head than it is in the pocketbook.”

In this episode, host Carm Capriotto talks with Andy Fiffick and Chris Letendre about the perceived affordability crisis in auto repair. Both guests challenge the idea that customers can’t afford repairs, suggesting that price resistance often stems from the service advisor’s mindset rather than customer reality.

The discussion highlights practical strategies for improving repair approvals, including repackaging repairs with different parts or warranty options, presenting financing as “payment option plans,” and avoiding the “Sophomore Jinx,” where advisors begin to pre-judge what customers can afford. They also address the “maintenance-free” myth promoted by automakers and encourage shops to proactively educate customers with long-term maintenance planning.

Ultimately, the episode reinforces a key truth: auto repair is a relationship business. When shops build trust and focus on helping people, price objections become far less common.

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Stop Winging Human Resources in Your Auto Repair Shop [RR 1082]

In this episode, host Carm Capriotto sits down with Lola Schmidt, COO of Schmidt Auto Care, to discuss how independent auto repair shops can professionalize their human resources and management systems.

Lola outlines a deliberate, multi-step hiring process built to eliminate desperate decisions and reduce candidate ghosting. It begins with a focused 5-10 minute phone screen designed to evaluate attitude, communication skills, and professionalism before investing time in in-person interviews.

Once hired, new team members go through a structured two-week onboarding experience that intentionally integrates them into the shop’s culture and operations, complete with personalized touches and cross-training across the team.

To establish clarity and transparency, Lola shares her “no gatekeeping” philosophy: providing candidates with a legally reviewed employee handbook before a formal offer is made. She also explains how to handle HR documentation and unemployment claims using a “no feelings, just facts” approach, relying on accurate records, clear timelines, and policies tied directly to the signed handbook.

The result? Intentional systems that protect the culture, the employees, and the long-term health of the business.

In this episode, you’ll learn:

How to build a structured hiring process that prevents reactive decisions

Why a short phone screen reduces ghosting and wasted time

How to hire for attitude and cultural fit first

What an effective two-week onboarding plan looks like

Why a legally reviewed employee handbook is essential

How to document HR issues clearly and objectively

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The 250K Mile Maintenance Mindset: Mastering the Art of Vehicle Delivery [THA 475]

This episode explores the critical “delivery” phase of a 250,000 mile maintenance program, reframing the moment you hand the keys back as the continuation of a long-term professional relationship, not the end of a transaction. Host Carm Capriotto, joined by Brett Beachler and Rena Rennebohm, shares practical strategies to strengthen customer communication, elevate the shop experience, and proactively guide clients toward vehicle longevity. By focusing on the vehicle’s full lifecycle and scheduling the next visit before the customer leaves, shops can move beyond transactions to build loyalty, retention, and long-term profitability.

What You’ll Learn:

How advisor pods create a more comfortable, trust-building customer experience

Why pre-appointment calls improve approvals and reduce estimate resistance

How strong phone skills shape customer perception and confidence

Why personal communication increases trust and average repair orders

How to educate customers so they understand the value of maintenance

How scheduling the next visit at delivery improves retention

Why mileage-based follow-up systems drive better long-term results

How consistent, shop-wide processes strengthen culture and customer loyalty

remarkableresults.biz/a475

Why Employee Reviews Are Broken and What to Do Instead [RR 1081]

In this episode of Coffee with Carm and a Coach, Carm Capriotto and leadership coach Murray Voth explain why traditional employee reviews often fail to build trust, engagement, or real growth. Instead, they advocate replacing formal evaluations with ongoing “Career Alignment Meetings,” and one-on-one conversations focused on coaching, open dialogue, and removing obstacles.

They discuss the shop owner’s role as a coach, the importance of onboarding and positional clarity, and why wage discussions should be separated from development conversations. Murray also shares practical tools, including the three key questions that drive meaningful feedback and real-time coaching moments.

This episode offers a modern, human-centered approach to leadership that strengthens culture, improves communication, and helps employees and shops grow together.

remarkableresults.biz/e1081