Posts by Carm Capriotto, AAP
Your Shop’s Toughest Competitor Is in the Mirror [THA 499]
Who is your shop’s toughest competitor: the business down the street, or the people inside your own four walls?
Carm Capriotto sits down with shop owners Dwayne Myers and Al Oramas to explore internal competition and why the biggest threats to a shop’s success often come from within. The conversation challenges owners to stop obsessing over competitors and start examining their own leadership, consistency, processes, and customer experience.
What You’ll Learn
Why operational consistency matters and how small deviations can create chaos.
Why owners can’t effectively lead from the “engine room.”
How true delegation requires owners to let go of control and trust their teams.
Why “everything speaks” when it comes to the customer experience.
How standing at the curb can reveal things owners no longer notice inside their own shops.
How simple physical and operational improvements can create meaningful change.
Why asking employees what they love and what they would change can reveal the true health of a business.
Your greatest competitor may be staring back at you in the mirror. The shops that grow stronger are willing to look inward, challenge their own habits, listen to their teams, and consistently raise the standard. Leadership isn’t about controlling every detail; it’s about creating the environment, expectations, and trust that allow the entire team to perform at its best.
remarkableresults.biz/a499
Bring the Classroom to the Shop: Raising the Bar For On-Site Training [RR 1105]
What if the best place to train your technicians isn’t a classroom, but your own shop?
In this episode of Remarkable Results Radio, Carm Capriotto sits down with Brandon Steckler, former Motor Age editor and industry educator, to discuss S.W.A.T. (Steckler Worldwide Automotive Technical Training and Diagnostics) and his mission to elevate automotive repair through hands-on education, diagnostic support, and a culture of continuous learning.
Brandon explains why effective training should close knowledge gaps rather than simply provide quick answers, and why shop owners should view education as an investment in their people, their business, and the entire local repair community.
What You’ll Learn
How S.W.A.T. combines just-in-time diagnostic support with technician training.
Why on-site training can create stronger technical foundations and better diagnostic habits.
Why shop owners shouldn’t fear inviting neighboring businesses to participate in training.
How collaboration between local shops can strengthen the entire automotive repair community.
Why technicians need to become “perpetual students” as vehicle technology continues to evolve.
How investing in training can improve technician confidence, productivity, and profitability.
Why bringing education directly into the shop can shorten the distance between learning and earning.
Great technical training doesn’t simply help a technician fix today’s vehicle. It builds the knowledge, habits, confidence, and diagnostic thinking needed for tomorrow’s challenges. Brandon’s message is clear: shops that consistently invest in education create stronger professionals, stronger teams, and a stronger industry.
remarkableresults.biz/e1105
Hiring Our Future: Are We Attractive and Professional Enough?
Every one of us who is invested in the ongoing success of our beloved industry understands the challenge. We need more people. We need talented people to join our businesses, grow our companies, serve our customers, and keep the vehicles that millions of people depend on safe and reliable. We have been talking about the…
Engage, Educate, Reward: How Today’s Class Is Changing Auto Repair Training [THA 498]
What if the best way to train an automotive team isn’t another four-hour evening class, but a few minutes of learning every day?
Carm Capriotto sits down with David Boyes, President of Today’s Class, and Brad Updegraff, owner of Dave’s Ultimate Automotive, to explore how continuous learning and gamification are creating more engaged, knowledgeable teams.
Brad shares how his seven-location operation uses Today’s Class to support ASE certification, keep experienced technicians current with rapidly changing vehicle technology, and turn training into something employees actually want to participate in.
What You’ll Learn
Why daily learning can be more effective than traditional after-hours training.
How raffles, auctions, and rewards turn training into a team-building experience.
How shop-versus-shop competition can create stronger teamwork than individual leaderboards.
How custom training content can identify knowledge gaps and strengthen advisor performance.
Why continuous learning is essential as vehicle technology continues to evolve.
What’s coming next for Today’s Class, including EV, hybrid, electrical, leadership, and financial training.
Training doesn’t have to feel like a requirement. When learning is consistent, accessible, rewarding, and connected to career growth, it can become part of the culture. Brad and David demonstrate how gamification can turn education into daily engagement while helping automotive professionals build the skills needed for the future.
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/
remarkableresults.biz/a498
Inside the ASTA Expo 2026: Training, Technology, and Tribal Networking [RR 1104]
What happens when one of the industry’s fastest-growing events doubles its exhibit space and brings together more than 200 exhibitors, 80+ training sessions, and thousands of automotive professionals?
Carm Capriotto sits down with Ryan Ragan, Executive Director of the Automotive Service and Tire Alliance (ASTA), for a preview of the upcoming ASTA Expo in Raleigh, North Carolina. Ryan shares what makes this year’s event different, from its massive growth and unique Survivor themed networking experience to next-generation training and technology designed for today’s increasingly complex vehicles.
What You’ll Learn
Why the ASTA Expo has more than doubled its exhibit space to over 112,000 square feet.
What attendees can expect from more than 200 exhibitors and 80+ educational sessions.
How the Survivor themed networking activities are designed to get attendees out of their comfort zones and meeting new people.
How AI, virtual reality, and augmented reality are changing automotive training.
Why today’s automotive professionals need skills beyond turning wrenches.
How the event is designed to serve everyone from first-year apprentices to experienced shop owners.
The ASTA Expo is evolving alongside the automotive industry. With expanded education, emerging technology, creative networking, and opportunities to connect with professionals across the industry, the event is designed to help attendees learn, adapt, and build relationships that move the industry forward.
Exclusive $25 off your ASTA Registration with Code: Results25
Register Here: https://astausa.org/buy-expo-tickets
remarkableresults.biz/e1104
Life Skills: Is This Our Responsibility?
Critical Note: We don’t elevate an industry by fixing more cars. We elevate an industry by developing better people. I hear it all the time. “Kids today just don’t have soft skills.” Some people blame schools. Others blame parents. Many blame social media. While there may be some truth in each of those arguments, I…
Mastering Shop Flow with Online Scheduling and AI Communication [THA 497]
What if the key to a better customer experience wasn’t working harder, but creating better shop flow?
Murray Voth of RPM Training and shop owner Doug Brackett join Carm Capriotto to discuss how online scheduling, AI-powered communication, and intentional processes can reduce front-counter chaos while improving efficiency and customer satisfaction.
What You’ll Learn
Why online scheduling should function as a reservation request, not an automatic appointment.
How setting the “next expectation” builds customer trust and reduces anxiety.
Why qualifying customers helps create a better experience for everyone.
How AI and digital communication reduce interruptions and free advisors to build stronger relationships.
The operational strategies behind a calm, highly productive service counter.
Real-world performance metrics that demonstrate the power of better shop flow.
The best shops don’t eliminate the human touch, they eliminate unnecessary chaos. By combining clear communication, intentional scheduling, and smart technology, shop owners can create a more predictable workflow, a better customer experience, and a less stressful environment for both employees and clients.
remarkableresults.biz/a497
Why Employees Disengage and How Leaders Reconnect Them [RR 1103]
Why are so many employees disengaged at work, and what can leaders do about it?
Dr. JJ Peterson explores how business leaders can cure employee disengagement by applying the StoryBrand framework to their management style. The episode addresses a massive workplace crisis: roughly 80% to 90% of the American workforce identifies as disengaged, meaning they are stressed, disconnected, and not giving their best. Because a boss can impact an employee’s mental health even more than a therapist, Dr. Peterson argues that leaders have a profound responsibility to show up in a way that positively impacts their team.
What You’ll Learn
Why most employees disengage and what leaders can do to change it.
The four workplace character roles: Victim, Villain, Hero, and Guide.
Why great leaders stop trying to be the hero and instead help their employees succeed.
How empathy and authority work together to build trust and accountability.
Why people want to feel they matter more than they want to feel motivated.
How defining purpose and creating a shared story strengthens company culture.
Why repairing relationships after mistakes builds lasting trust and psychological safety.
Dr. Peterson notes that people don’t wake up wanting to be motivated; they wake up wanting to matter. Leaders must clearly communicate two things to make employees feel they matter: why the company’s work is important (e.g., alleviating severe stress for customers with broken down cars) and why the individual’s specific role in that mission is valuable. Similarly, true company culture is not about having snacks in a breakroom; it is about intentionally building a shared story where everyone knows their roles, values, and what success looks like.
remarkableresults.biz/e1103
The Hidden Cost of Procrastination for Shop Owners
Guilty. Yes, I am. And if you’re honest, I bet you are too. We’ve all done it. The list grows longer. Responsibilities pile up. Important becomes urgent. “I’ll get to it tomorrow.” “It’s not due until next week.” “It can wait.” Sound familiar? As shop owners and leaders, we juggle countless responsibilities every day. Customers,…
The AI-Informed Customer Has Arrived: What It Means For Auto Repair [THA 496]
Are your customers rolling up to the counter with their vehicles already “diagnosed” by ChatGPT or Gemini?
More customers are turning to AI before they ever call your shop, using tools like ChatGPT and Gemini as the “WebMD” for their vehicles. They often arrive convinced they’ve identified the problem, making today’s service advisor responsible for validating the customer’s concerns while guiding the conversation back to proper testing and professional diagnostics.
Brian Weeks, Jon Kloosterman, and Alex Littlewood join Carm Capriotto to explore how AI is reshaping customer expectations and why the shops that thrive will be the ones that combine technology with authentic human connection.
What You’ll Learn
Why the “human premium” is becoming more valuable as AI-generated content grows.
How to respond when customers arrive with AI-generated vehicle diagnoses.
Why AI should automate administrative tasks, not customer relationships.
How AI helps service advisors and technicians become more efficient.
Strategies for adopting AI without overwhelming your team.
Why AI can reinforce the value of professional diagnostics and repair expertise.
As AI-generated content floods the internet, customers are finding it harder to separate facts from fiction. That uncertainty creates an opportunity for repair shops. AI can improve efficiency, but trust is still earned through knowledgeable people, thoughtful communication, and genuine relationships. The future belongs to shops that use AI to support the customer experience, not replace the human connection that builds lasting confidence.
remarkableresults.biz/a496
Get Out of Your Own Way: Leadership Lessons for Shop Owners [RR 1102]
What’s holding your shop back: your competition or your leadership?
Bill Haas of Auto Ignite Management joins Carm Capriotto to challenge shop owners to rethink leadership, accountability, and the value of their expertise. Anchored by his mantra, “If you’re not on your way, you’re in the way,” Bill discusses how complacency, avoiding difficult decisions, and failing to lead with intention can limit a shop’s success. He also shares why building a profitable, employee-focused business is essential for attracting top talent today and creating a business worth selling tomorrow.
What You’ll Learn
Why “specialist” better reflects today’s automotive professionals.
How shop owners can become the biggest obstacle to business growth.
Why accountability is the foundation of strong leadership.
How data leads to better financial and operational decisions.
What creates a healthy, profitable shop culture.
Why investing in employees increases your shop’s long-term value.
The most successful shops are led by owners who embrace accountability, value their team’s expertise, and continually invest in their people and culture. Build a business employees want to join, customers trust, and future buyers will want to own.
remarkableresults.biz/e1102
Bring the Classroom to the Shop
Carmism: The shortest distance between learning and earning is bringing education to your shop. One of the most exciting trends in the automotive repair industry is the growing commitment to on-site training. A strong option for continuing education is when the instructor comes to your shop, to your team, and to your equipment. Learning happens where…
The “Kohl’s Cash” of Auto Repair: Turning Customer Rewards Into Repeat Business [THA 495]
What keeps customers coming back when the shop down the street is advertising lower prices?
Tom Sciortino of Total Automotive and Jeff Rudnick of Pit Crew Loyalty reveal how a well-designed loyalty program can become your shop’s competitive advantage. Drawing from Tom celebrating 40 years in business, they share how rewarding customers, celebrating milestones, and investing in the community create stronger relationships, more referrals, and sustainable growth.
What You’ll Learn
How customer loyalty programs increase repeat visits and average repair orders.
Why rewards help differentiate your shop from price-driven competitors.
Creative referral strategies that attract high-quality new customers.
How time-sensitive rewards can recover deferred work and win back inactive customers.
Ways to celebrate business milestones that engage employees and customers.
Why community involvement builds trust, loyalty, and lasting relationships.
Loyalty is more than a rewards program. When combined with meaningful community engagement and exceptional customer experiences, it becomes a powerful strategy for increasing retention, referrals, and sustainable business growth.
remarkableresults.biz/a495
Deferred Work: The Most Overlooked Growth Opportunity in Auto Repair [RR 1101]
Most auto repair shops are sitting on a goldmine of untapped revenue without realizing it.
In this episode, Carm Capriotto welcomes Jimmy Alauria of 3A Automotive & Diesel Repair to discuss how deferred work can become one of your shop’s most effective growth strategies. By pulling just two years of data from his shop’s database, he discovered $3.3 million in potential revenue from deferred services. From better customer communication to smarter follow-up systems, Jimmy explains how to turn yesterday’s declined repairs into tomorrow’s repair orders.
What You’ll Learn
Why your customer database is one of your shop’s most valuable assets.
How deferred work can create significant new revenue without increasing car count.
Why shops should schedule the next appointment before the customer leaves.
While DVIs provide excellent transparency, their primary goal should be to educate the customer and help them plan, rather than to force an immediate $5,000 repair order. Jimmy notes that customers decline work not necessarily because they lack trust, but because they need time to budge
How categorizing repairs by safety, reliability, maintenance, and appearance improves customer understanding.
Understanding the customer’s personal “car goals,” whether they love the car and want to avoid a new car payment, or they hate the car and want to trade it in, is also critical to framing recommendations effectively.
The shortcomings of traditional CRM follow-up systems and how AI can improve communication.
How AI helps prioritize repairs and translates technical repair language into customer-friendly messaging that drives response.
Deferred work isn’t lost business; it’s future opportunity. By building better follow-up processes, educating customers, and using technology to communicate more effectively, shops can strengthen relationships, improve customer retention, and unlock substantial revenue already waiting in their database.
remarkableresults.biz/e1101
From Mediterranean Ave to Boardwalk
The Truth About ADAS Calibrations Every Shop Needs to Hear [THA 494]
A viral social media clip about ADAS calibrations sparked thousands of comments and exposed a troubling reality: many automotive professionals still misunderstand when and why calibrations are required. In this episode, Carm Capriotto welcomes technical specialists and industry leaders Keith Perkins and Matt Fanslow to examine the industry’s response, separate fact from fiction, and explain why following OEM repair procedures is essential for both vehicle safety and professional credibility.
What You’ll Learn
The difference between static and dynamic ADAS calibrations, and why confusing the two leads to costly mistakes.
Why programming, configuration, initialization, and calibration are separate procedures with different purposes.
How fear of losing a sale often outweighs concerns about vehicle safety and liability.
The real-world consequences of skipping OEM-required calibration procedures.
How a properly calibrated vehicle helped protect Keith’s wife and children during a serious highway rollover crash.
How elevating the role of the Calibration Specialist reinforces professionalism and builds customer confidence.
ADAS calibrations are not optional add-ons or revenue generators; they are critical safety procedures designed by vehicle manufacturers to ensure advanced safety systems perform as intended. Professional repair shops protect their customers by following OEM repair information, completing every required calibration, and returning every vehicle to the road safe and ready to perform.
remarkableresults.biz/a494
Curing Organizational Drag: The Courage to Fire a Non-Fit Employee [RR 1100]
Building a successful auto repair business isn’t just about hiring great people; it’s about creating a culture where the right people can thrive.
In this episode of Episodic Education, Carm Capriotto welcomes Matt Lachowitzer, founder of Matt’s Automotive Center, to discuss the leadership principles that helped grow his company to 11 locations. Matt shares why protecting culture sometimes means making difficult personnel decisions, how investing in employee development fuels long-term success, and why great leaders always begin by looking in the mirror.
What You’ll Learn
Why one employee who doesn’t fit your culture can create organizational drag.
When letting go of a top performer is the best decision for your team.
How leaders should evaluate their own role before blaming an employee’s performance.
How 29-day customer follow-up calls build trust and long-term loyalty.
How company-wide training events reinforce culture and accelerate growth.
The leadership mindset required to build a business that succeeds without depending on one person.
Strong businesses are built by protecting culture, developing people, and leading with both accountability and compassion. Matt’s leadership philosophy demonstrates that long-term success comes from investing in your team, making values-based decisions, and creating an organization where everyone has the opportunity to grow.
remarkableresults.biz/e1100
Bring Your Education to Work. Leave Your Baggage at Home.
Maximizing Profit Through Effective Labor Rate Strategy [THA 493]
Your posted labor rate may not be the labor rate you’re actually collecting, and that gap could be costing your shop thousands of dollars every month.
In this episode, Carm Capriotto is joined by Andy Adams, a shop owner and business coach, and Rob Sperring, a service manager, to explain why Effective Labor Rate (ELR) is one of the most overlooked yet impactful performance metrics in the auto repair industry. They break down why ELR falls short, how it affects profitability, and the practical steps every shop owner can take to close the gap.
What You’ll Learn
What Effective Labor Rate (ELR) is and why it matters more than your posted door rate.
Why healthy shops should collect at least 90 percent of their posted labor rate.
How unbilled diagnostic time, underpriced canned jobs, and complimentary inspections reduce profitability.
Why excessive discounting, even with good intentions, can quietly erode your bottom line.
How shifting consumer buying habits make labor profitability more important than ever.
Why improving ELR creates opportunities to increase technician compensation and strengthen your business.
How auditing repair orders can uncover missed labor opportunities and unnecessary discounts.
Why updating your labor matrix and canned jobs can immediately improve financial performance.
How sharing KPI’s (key performance indicators) with your team builds ownership and accountability throughout the shop.
Effective Labor Rate is more than a financial matrix; it’s a direct measure of how well your shop captures the value of the work it performs. By understanding where labor revenue is being lost and making intentional operational improvements, shop owners can increase profitability, invest in their teams, and build a stronger, more sustainable business.
remarkableresults.biz/a493
Selling to the Curb: How AI Turned More Calls into Customers [RR 1099]
What does it take to build one of the fastest-growing auto repair businesses while leveraging artificial intelligence to improve performance at every level?
In this episode, Carm Capriotto welcomes Jesse Jackson, Founder and CEO of Mango Automotive, to discuss how she scaled from zero to eight locations in less than five years. Jesse shares the leadership lessons learned through rapid growth, how custom AI tools are helping improve customer experience and operational consistency, and why she believes it’s time to rethink how independent shop owners plan their exit from the industry.
What You’ll Learn
How Mango Automotive expanded from a startup to eight locations through strategic acquisitions.
The leadership challenges that come with rapid growth and why building a corporate support team became essential.
The three cultural principles that drive employee engagement: never yell, bonus well, and have fun.
How AI is being used to measure standard operating procedures and improve accountability.
Why analyzing phone conversations with AI helps advisors convert more callers into customers.
How providing realistic price ranges over the phone can improve appointment conversion rates.
How AI-driven follow-up processes dramatically increased maintenance rebooking rates.
Practical ways any shop owner can use tools like ChatGPT or Claude to evaluate service advisor performance without spending hours reviewing phone calls.
Why thousands of shop owners approaching retirement may be leaving significant business value on the table.
How Jesse’s cooperative exit model could help independent shop owners achieve substantially higher business valuations than traditional private equity acquisitions.
Artificial intelligence isn’t replacing great leadership; it’s making great operators even better. Combined with a strong culture, measurable processes, and innovative thinking about business ownership, AI can help repair shops improve customer experience, scale more effectively, and create greater long-term value for both
remarkableresults.biz/e1099
Power of the Room
Stop Flying Solo: The Brutal Truth About the “Power of the Room” Recently, Aaron Woods dropped a phrase on the show that completely reframed how I look at leadership: “The Power of the Room.” I’ve always known this, but this time it hit me like a ton of bricks, specifically regarding how we, as shop…
AI Search Visibility: How Customers Find Your Auto Repair Shop [THA 492]
Artificial intelligence is rapidly changing how consumers search for auto repair services, and shop owners who don’t adapt risk becoming invisible online.
Carm Capriotto welcomes Heather Myers, Chief Technology Officer at KUKUI, and Connor Tracy, Director of Partner Development at KUKUI, to explain how AI-powered search is transforming local marketing. They separate fact from fiction, share practical strategies for improving AI visibility, and explain why strong marketing fundamentals remain the key to long-term success.
What You’ll Learn
Why optimizing your Google Business Profile remains the most important step for local AI search visibility.
How AI platforms like ChatGPT and Google’s Gemini use consistent business listings to recommend local repair shops.
Why maintaining accurate Name, Address, and Phone (NAP) information across online directories is more critical than ever.
How AI now crawls social media platforms for business information and why authentic, human-created content improves discoverability.
What “Google jail” is, how AI is filtering reviews, and why violating Google’s review policies can seriously damage your online presence.
Why review gating and incentivized reviews can put your business at risk.
How to use AI effectively by following the principle of “trust but verify.”
Why better prompting leads to better AI-generated results and how to avoid incomplete or misleading responses.
AI is changing the way customers find and evaluate repair shops, but success still depends on the fundamentals. Accurate business listings, a well-maintained Google Business Profile, authentic content, ethical review practices, and thoughtful use of AI tools will position your shop to earn trust, improve visibility, and convert online searches into paying customers.
remarkableresults.biz/a492
Building a Winning Scoreboard For Your Auto Repair Shop [RR 1098]
What if your shop operated like a championship team, where everyone knew the score and was motivated to win together?
Gerry Frank, business coach and former shop owner of 35 years, joins Carm Capriotto to explain how gamification can transform an auto repair business by increasing profitability, accountability, and employee engagement. Rather than relying on pressure or incentives alone, Gerry shares a practical system that turns daily performance into a shared game built around visibility, ownership, and teamwork.
What You’ll Learn
Why diagnosing the real business problem is more important than applying quick fixes.
How visible scoreboards create accountability and keep the entire team focused on shared goals.
Why technicians and service advisors should update their own scores instead of management.
Which key performance indicators matter most, including car count, billable hours, margins, and hours presented.
Why aligning the front and back of the shop creates stronger teamwork and better customer outcomes.
How storytelling helps employees understand the importance behind the numbers.
A leadership approach that improves performance by focusing on results instead of criticizing people.
Gamification isn’t about making work feel like a game, it’s about giving every employee clear goals, measurable results, and ownership of their performance. When leaders diagnose problems correctly, track meaningful metrics, and connect the numbers to a larger purpose, they create a culture where accountability, engagement, and profitability naturally grow.
remarkableresults.biz/e1098
Go Silent
How to Sell Your Auto Repair Shop for Maximum Value [THA 491]
The auto repair industry is facing a “Silver Tsunami” as thousands of shop owners approach retirement age. The challenge isn’t simply selling a business; it’s maximizing its value and creating a successful transition that benefits employees, customers, and future owners.
In this episode, host Carm Capriotto welcomes shop owner and business coach Aaron Woods and Ryan Bushman, a recent shop owner seller, for a candid discussion on exit planning, business valuation, financial preparation, and the leadership mindset required to build a shop that can thrive without its founder.
What You’ll Learn
Why every shop owner needs an exit strategy, even if retirement feels years away.
How to transition from being the daily “hero” of the business to becoming a strategic guide.
The key factors that influence shop valuation and why buyer risk impacts sale price.
How creating a turnkey operation can significantly increase a business’s market value.
The importance of clean financial statements and separating personal expenses from business expenses.
What “add-backs” are and how they can reveal the true profitability of your shop.
Why investments in team development and training may strengthen valuation discussions.
How defining your retirement goals helps determine the financial target your business must achieve.
The value of coaches, peer groups, and industry-specific advisors during exit planning.
Why finding an automotive-savvy accountant should be a priority for owners considering a future sale.
The best business exits don’t happen by accident. Owners who begin preparing years in advance can reduce buyer risk, increase profitability, strengthen leadership teams, and ultimately maximize their company’s value. Whether retirement is five years away or fifteen, the time to start building a business that operates independently of you is now. A successful exit begins with intentional planning, disciplined financial management, and a clear vision for life after ownership.
remarkableresults.biz/a491