Posts by Carm Capriotto, AAP
Vehicle Service Experts: Resources, Strategy and Best Practices for Shops [THA 465]
Recorded live at AAPEX 2025, this episode features Tara Topel, the new president of Vehicle Service Experts (VSE), and Missy Stephens, Community Engagement Manager for the Auto Care Association.
The discussion highlights the rebranding of the Auto Care Association’s Car Care Professionals Network (CCPN) to VSE, reflecting the broader industry that includes heavy-duty vehicles.
Key initiatives include:
Resource Hub: An online center covering topics from shop coaching to ADAS best practices.
Industry Relevance: Translating Auto Care market data into actionable insights for shop planning.
Best Practices: The VSE council, currently 10–12 members, aims to grow to 15–20, compiling guidance on apprenticeships, ADAS, and more.
The episode also covers the Right to Repair movement. The association needs real-world examples where shops lacked access to data or support, to counter Congress’s claims. Shop owners can submit stories via a QR code on the Auto Care website and are encouraged to share their experiences by hosting legislators.
Get involved, share your experiences, and take an active role in shaping the policies that affect your shop and the entire industry.
https://www.autocare.org/networking-and-development/communities/car-care-professionals-network
https://www.repairact.com/
remarkableresults.biz/a465
When Customers Ask AI First: What Shop Owners Need to Know [RR 1071]
Recorded live at AAPEX 2025, this episode features Dan Vance, CEO of Shop Dog Marketing, sharing how Artificial Intelligence is reshaping marketing, business strategy, and the auto repair industry. The conversation explores how AI is changing consumer behavior—from lightning fast website visits focused on trust signals to customers using AI for vehicle self-diagnosis and shop recommendations, with AI often presenting only a few options, strong branding and clear communication matter more than ever.
In the marketing sphere, Vance explains that attention spans are incredibly short. Website visitors typically spend just 20 seconds looking for clear trust indicators such as professionalism, strong reviews, warranties, online scheduling, and financing options. Visual cues communicate faster than text, while warm colors and photos of the team help build familiarity and trust. Online scheduling continues to grow in importance as many consumers prefer it over making a phone call.
Vance encourages shop owners to embrace AI as a “digital butler”—a tool that anticipates needs, explains marketing metrics in plain language, and helps owners show up more confident, shifting from reacting to problems to intentionally driving growth.
remarkableresults.biz/e1071
Five Ways to Bring Caring Into the Workplace
The Aussie Connection: US and Australian Auto Repair Face Parallel Challenges [THA 464]
Recorded live at AAPEX 2025, this episode brings together leaders from Australia’s JAX Tyres & Auto to show just how closely the Australian automotive aftermarket mirrors the U.S. market. Featuring CEO Steve Grossrieder, franchise owner Dan Spiteri, future franchisee Will Attard, and Autoflow’s Chris Cloutier and Craig O’Neill, the conversation underscores shared global challenges—most notably the technician shortage—and the reassurance that the industry is moving along a parallel path worldwide.
Rather than chasing quick fixes, the discussion centers on culture-driven solutions: expanding diversity, building clear career paths and succession plans, and advocating for the industry at the grassroots level. JAX’s customer-first mindset is a recurring theme, with every team member accountable for the client experience and a strong emphasis on clear communication to help customers understand emerging technologies like ADAS.
With just under 100 stores, JAX avoids multi-franchise ownership, instead holding each franchisee accountable for the customer experience in their territory. The key takeaway is clear: in both Australia and the U.S., long-term aftermarket success depends on investing in people, strengthening culture, and maintaining an unwavering commitment to the customer.
remarkableresults.biz/a464
The Level Testing Sales Amplifier: A Tiered System for Auto Repair Diagnostics [RR 1070]
Eric Svedberg breaks down a smarter, more profitable way to price diagnostic work—what he calls the Level Testing Sales Amplifier. At its core, the system tackles a problem most repair shops quietly accept: testing is often a loss leader. When technicians are tied up diagnosing complex issues, shops miss out on parts sales. A-level technicians can earn less than their B-level counterparts doing routine work, and the rising cost of software and tools goes unpaid.
Svedberg reframes the conversation by using the word “testing” instead of “diagnostics,” a term he believes is clearer and more intuitive for customers. Testing implies a process, not a guarantee—setting expectations from the start.
The Level Testing system uses a tiered structure tied to the shop’s base labor rate:
Level One – Basic Testing: Single, constant, duplicable issues (like a check engine light that’s always on).
Level Two – Intermediate Testing: Multiple concerns or intermittent problems.
Level Three – Pandora’s Box: Highly complex vehicles, often previously misdiagnosed or unsuccessfully repaired elsewhere.
Level Four – “Grandmother Rate”: Disaster cars involving severe electrical damage, corrosion, or major disassembly.
While the levels are designed as an internal framework, Svedberg finds transparency with customers increases trust and buy-in. Service advisors are coached to remove Level Three from most conversations upfront, steer customers toward Level Two testing as the norm, and clearly explain that testing fees are for time spent—not credited toward repairs. For true Level Three cases, advisors frame the value honestly: if it were simple, another shop would have already fixed it.
Svedberg emphasizes that the system is easy to train and implement—often within a week—by focusing on quick wins with top advisors. Its simplicity improves communication, closes the tech efficiency gap, and can be applied beyond diagnostics to services like module programming and ADAS calibration.
Every decision, he says, must pass the test: Is it good for the car? Good for the customer? Good for the shop?
remarkableresults.biz/e1070
Get Your Appetite for Our APP
This little labor of love has been cooking for about a year—slow and steady, with plenty of life’s raindrops interrupting the recipe along the way. You know how it goes. We set out to build a clean, simple tool to make listening to our network of podcasts easier… and then the fun started. New ideas.…
The Power of ASE Certification: 40% Better Productivity and 60% Fewer Comebacks [THA 463]
Recorded live at AAPEX 2025, ASE President Dave Johnson and AAPEX Shop of the Year winner Tom Palermo discuss the value, impact, and future of ASE certification. A major highlight: the U.S. Secret Service joined ASE on the AAPEX show floor, promoting technician careers and showcasing armored vehicles. Johnson notes that the Secret Service requires ASE certification for maintenance roles—proof that if it’s “good enough for the president’s car,” it matters for the whole industry.
Key topics include ASE’s updated test content based on real shop feedback, powerful data showing certification improves productivity and reduces comebacks and attrition, and the ongoing challenge of boosting consumer awareness. They also discuss increasing industry requirements for ASE, new certification efforts for Vehicle Security Specialists, and the continued push for professionalism in today’s high-tech automotive field.
remarkableresults.biz/a463
The Future of Automotive Services: Diversify or Get Left Behind [RR 1069]
Recorded Live at ASTA 2025, we explore the rise of the automotive specialist and why the industry needs a language shift—calling instructors “educators” instead of “trainers” to reflect the complex, continuing education modern technicians require.
We also dive into the mobile diagnostics and repair market, discussing strategies for growth, high-complexity work, and the investments needed to compete. Looking ahead, the industry faces a technological turning point by 2030, with new vehicle architectures and ADAS calibration requirements threatening shops that fail to keep up.
The episode closes by emphasizing the power of networking, connecting with peers, and staying ahead in a rapidly evolving industry.
remarkableresults.biz/e1069
Big News and a Big Honor for Tracy!
We’re back from AAPEX 2025, and what an incredible event it was! Tracy and I had the chance to reconnect with so many friends, record exciting new podcast episodes, and participate in some amazing industry conversations. I also had the honor of facilitating a Mastermind session for shop owners — always an energizing experience. One…
Finding Joy in Your Business Again: The Shop Owner’s Comeback Story [THA 462]
Shop owners, are you feeling burned out or stuck in the grind? This episode is for you. Shop owners Jimmy Alauria and Dave Kusa dive into how to pause, reflect, and reignite your passion for the business you built.
Key takeaways:
Think Bigger: Grow your business beyond what you can manage alone—empower your team and expand your vision.
Evolve as a Leader: Stop being just a manager—step into the CEO role and watch your business thrive.
Culture Matters: Set the tone, share your dream, and build a positive environment your team can rally around.
Delegate & Recharge: Offload the hats you wear, hire strategically, and take time off to see the big picture.
Balance Family & Business: Set boundaries to protect both your shop and your relationships.
The truth? Falling in love with your business again starts with falling in love with your ability to lead it.
remarkableresults.biz/a462
The Value of Diverse Training at ASTA 2025: From Finance to Mental Health [RR 1068]
Recorded Live at ASTA 2025, Ryan Ragan, Executive Director of ASTA, discusses the explosive growth of the event, Ragan’s long-term vision, the wildly creative opening-night party, and the industry-wide push to elevate professional language in the automotive field.
Episode Highlights
Record-Breaking Growth:
ASTA 2025 moved to a larger venue and saw a 34–35% increase in registrations, reaching four-digit attendance. Ragan restructured the expo for better vendor ROI, including a shop-owner-only show-floor window on opening night. His biggest hurdle wasn’t logistics—it was convincing people that such a massive upgrade was even possible on a tight timeline. The payoff came when an attendee told him the show felt like the “SEMA of the East.”
“Out of This World” Theme:
ASTA’s first themed expo featured an alien-inspired opening night with a mechanical bull, giant dartboard, sumo matches (announced by Carm), and 10-ft champagne-serving aliens.
Education & Professionalism:
Ragan stressed the importance of ongoing training in an era where cars are “rolling computers.”
A major topic: shifting industry language—embracing titles like mechanical specialist to elevate professionalism and attract new talent.
Ragan hopes every attendee left with three things:
New knowledge to solve future shop challenges
A fun memory to brighten tough days
A new connection they can call for advice
remarkableresults.biz/e1068
Building a Foundation to Prevent Employee Turnover [THA 461]
Craig Noel, Nicole Bennecoff, and Brad Updegraff share actionable strategies for reducing turnover and creating workplaces where employees genuinely want to stay. Their discussion focuses on hiring for culture, adapting to generational expectations around flexibility, and investing personally in the people who make the business run.
Turnover Prevention Starts in the Interview
Preventing turnover begins long before a new hire steps into the shop. The panel emphasized hiring for culture above all—seeking candidates who align with the organization’s values and want to contribute to its long-term success.
Key hiring insights:
Culture Fit Over Experience: Skills can be taught; mindset cannot.
Process Buy-In: Especially with experienced technicians, owners must clearly communicate that systems are established and expected to be followed. A growth mindset is crucial.
Onboarding & Accountability: Culture discussions start on day one. Many shops rely on a 30–60 day check-in period and a 90-day probation window to evaluate behavior, process adoption, and overall fit.
Retention Is Personal
Retention isn’t one-size-fits-all. Owners must prioritize people and culture over production, recognizing that different employees are motivated by different things.
Personalized retention strategies:
Emotional & Financial Support: Small gestures—like a quick text of appreciation or helping a young technician with a bill—can make a big difference.
Flexibility & Work-Life Balance: Today’s workforce highly values family and personal time. Supporting employees during life moments becomes part of the shop’s culture.
The Collective Mindset: Including employees in the shop’s vision builds loyalty. Asking why they stay—or what might cause them to leave—helps uncover individual needs.
Meaningful recognition practices:
Use the Language of Careers: Refer to the industry as a career, not just a job or trade.
Badges of Honor: Display certifications, achievements, and bios where customers can see them, reinforcing pride and professionalism.
Internal Recognition Systems: Performance teams, quarterly newsletters, and other internal celebrations highlight personal and professional wins.
Managing Departures With Grace
Not all turnover is negative. The panel stressed that when separations happen, they should be handled with empathy, effort, and transparency.
Remaining staff notice—and appreciate—when leadership goes above and beyond before making a final decision.
Often, those who leave for “greener pastures” return, recognizing the strength of the original culture.
Preventing turnover means recognizing that every employee is a unique engine with distinct needs and motivations. The owner becomes the “maestro,” creating a workplace where communication is open, recognition is part of daily life, expectations are clear, and culture serves as the foundation.
A strong culture doesn’t just retain people—it grows them.
remarkableresults.biz/a461
Professional Careers In The Making
My friend Murray Voth from RPM Training said something to me last week that really stuck. His “preaching words,” as he calls them, are this: “If you have three bays or more, you must have one apprentice.” Honestly… that hit hard. This is the first time I’ve heard of a simple, measurable standard around apprenticeship…
People Love to Buy, They Don’t Like to Be Sold [RR 1067]
Recorded Live at ASTA 2025, Dutch Silverstein delivers a powerful reframing of how the automotive industry can approach customer interaction—shifting from high-pressure sales tactics to a relationship-first model built on the idea that ‘People Love to Buy. They Don’t Like to Be Sold.’
Advocates, Not Salespeople
Dutch’s relationship-based shop model stands in stark contrast to transactional sales environments.
No Salespeople: Dutch does not employ “salesmen,” he employs “advocates.”
Role of an Advocate: Advocates collaborate with customers to understand what they want for their vehicle and their long-term plans, then help design solutions that support those goals.
Eliminating Pressure: The shop enforces a strict “no pressure, ever” philosophy. There are no commissions, no sales quotas, no whiteboards, no competitive bonuses—removing any incentive that could create a conflict of interest.
The episode also dives into several controversial but important topics:
The need to revisit technician licensing, with Dutch arguing current standards are “window dressing.”
The flat-rate paradox, especially when contrasted with the younger generation’s desire for work-life balance rather than solely financial incentive.
Determining an optimal labor rate in a way that supports sustainability and talent retention.
The Takeaway
The conversation reinforces that effective sales—better yet, advocacy—are rooted in trust. When customers feel supported rather than sold to, they embrace their decisions with confidence. This shift from selling to serving creates a healthier, more sustainable customer experience and business model.
remarkableresults.biz/e1067
Sloppy Success
When we look back on our success in the shop, we rarely see one big defining moment. There’s usually no day when everything suddenly clicks — no dramatic turning point that signals “we made it.” Instead, progress happens quietly. We start implementing better processes. Communication improves. The numbers are trending in the right direction. Before…
Good Debt, Bad Debt: Distinguishing Healthy Leverage from Financial Risk [THA 460]
It’s time to dig into real-world strategies for managing debt and strengthening the financial foundation of your auto repair business.
Shiju Thomas, Hotchkiss Auto Repair
Dustin Brown, Brown Auto Experts
Hunt Demarest, CPA, Paar Melis and Associates
The first big takeaway: Cash is king.
Our panel emphasizes the power of maintaining healthy cash reserves—ideally three to six months of operating expenses—to safeguard your shop against unexpected disruptions. If the pandemic taught us anything, it’s that cash on hand can be the difference between surviving and scrambling.
Another core theme is recognizing the difference between good debt and “bad debt.”
Good debt includes real estate and other collateral-backed loans that appreciate, add stability, and support long-term growth. Bad debt includes high-interest burdens like merchant cash advances or short-term credit card loans—products that drain cash flow fast and offer zero assets in return.
The panel also addresses a common pain point: “Why doesn’t my bank balance match my profit?”
The answer lies in understanding the cash flow statement—specifically, that principal payments don’t appear on the P&L, even though they hit your bank account hard. Their guidance: pay off high-interest debt first, but don’t erase debt so aggressively that you end up “debt-free but cash-poor.” Cash matters just as much as debt reduction.
Bottom line: Be intentional with your money. Understand your numbers. And approach debt reduction as a strategy, not a sprint.
remarkableresults.biz/a460
Rock Your Role: Creating an Experience Employees and Customers Cheer For [RR 1066]
Recorded Live at ASTA 2025, keynote speaker Jim Knight dives into leadership and organizational culture through his signature “edutainment” style—a high-energy blend of music, education, and hospitality. Knight is a professional speaker, writer, and former Head of Training and Development for over two decades at Hard Rock International, which he calls one of the “greatest cultures in the history of culture.”
Jim stresses that the most important responsibility of any leader is hiring the right person. Too often, leaders get distracted by product, pricing, or aesthetics, while the true differentiator is the human element. He recommends evaluating candidates through the Three C’s:
Competence – Can they do the job?
Character – Are they kind, respectful, and easy to work with?
Culture Fit – Do their values align with the organization?
Leaders who fail to make employees feel seen, heard, and appreciated, he warns, will continue to struggle with turnover.
remarkableresults.biz/e1066
Be a Sponge!
Be a Sponge! A wild thought. You’re heading to AAPEX, VISION, or ASTA. You’ve got your schedule packed — breakout sessions, networking events, maybe even a few supplier dinners. You’re ready to soak up every idea, insight, and best practice you can. During the event, you’re engaged. You’re taking notes, highlighting ideas in your workbook,…
Train the Trainer: Building an Industry Boot Camp for Automotive Educators [THA 459]
The automotive industry faces a growing crisis: as veteran trainers and educators retire, there’s no clear path for the next generation to replace them. Creating quality training is time-intensive — often taking months to develop just one class — and the personal sacrifices required have deterred many from stepping up.
This episode explores the urgent need to evolve automotive education, from rethinking long-form classes to developing shorter, high-impact sessions that better fit today’s learning styles. At the heart of the conversation is a proposed solution: an industry “Trainer Boot Camp” designed to teach aspiring educators not only technical knowledge but also the art of presentation — structure, flow, delivery, and audience engagement.
Another proposed solution is the creation of a Train the Trainers Scholarship to fund legacy educators like John Thornton and Scot Manna to design and lead this new initiative. Modeled after the WWE’s NXT Performance Center, the idea is to proactively cultivate new education “superstars” rather than waiting for them to appear on their own.
This is more than a conversation about teaching — it’s a call to action to preserve and reinvent the future of automotive education before the knowledge gap becomes irreversible.
remarkableresults.biz/a459
Helping People Do Life in Auto Repair [RR 1065]
In this fireside conversation, Joe Hanson of Gordie’s Auto and Tire shares how a clear purpose—“Helping people do life”—guides every part of the business. This mission shapes both the customer experience and the culture within the shop, ensuring the team feels supported, valued, and equipped to build meaningful careers.
Joe walks through the realities of growing the business, from navigating permits and environmental requirements to expanding fleet services and managing tire sales intentionally. Issues such as leadership team dynamics, marketing, and phone call audits are management problems—they are never permanently “fixed,” but instead require continuous coaching and management. He also emphasizes the importance of communication, setting clear expectations, and educating customers about the complexity of modern testing and ADAS calibration—not just “plugging in a scanner.”
Joe remains committed to the work for as long as it’s meaningful—and rooted in helping people, not just chasing revenue.
remarkableresults.biz/e1065
Fix the List That Never Ends
We love getting things done. There’s nothing better than checking off a task and feeling that little hit of accomplishment. But here’s a question worth asking: why is your to-do list always so long? In this business, there’s no shortage of things to do — cars to fix, customers to call, systems to improve. But…
The Everyday Educator: How Leaders Reinforce Learning [THA 458]
David Boyes, CEO of Today’s Class, and Lola Schmidt, Schmidt Auto Care, explore how short, personalized, and gamified training is transforming team development in the automotive industry.
The discussion centers on how Today’s Class delivers 3–5 minute, mobile-friendly training sessions that fit seamlessly into daily shop routines, often completed right after morning huddles. This consistent “daily drip” of learning minimizes workflow disruption while fostering a culture of continuous growth.
Gamification drives engagement through points, badges, and friendly competition, sparking team conversations and collaboration. Shops like Schmidt Auto Care have seen measurable improvements in technical knowledge, such as increased proficiency in brake systems, wheel alignment, and HVAC performance.
Lola shares how her team’s enthusiasm for competition has built deeper learning habits, while David explains how the platform’s data-driven insights help shop leaders identify knowledge gaps, coach effectively, and make smarter business decisions from equipment investments to targeted, hands-on training.
The takeaway: Small, consistent, and data-informed training can create powerful results, driving engagement, improving technical skills, and strengthening both team and business performance.
remarkableresults.biz/a458
Stress, the Struggle, and the Resilience: A Guide for Leaders [RR 1064]
Stress is inevitable, but how we respond to it can make or break our leadership. In this episode, Dr. David Weiman, psychologist at Weiman Consulting, dives into the science of stress and practical strategies for managing it, especially in the fast paced world of automotive repair.
What You’ll Learn:
The fight or flight response and why modern stress feels just as intense as physical danger.
The three types of stress: Normal, Training (Eustress), and Excessive, and how recognizing them can improve decision-making.
Simple, powerful tools for recovery: micro breaks, diaphragmatic breathing, and mindful routines.
How stress affects leadership, team dynamics, and strategic thinking—and what to do about it.
Practical tips to avoid burnout, maintain energy, and enhance focus.
Dr. Weiman emphasizes that the key isn’t eliminating stress, it’s managing it effectively so you can think clearly, lead confidently, and take action.
remarkableresults.biz/e1064
Your Challenges Change You
If you let them, your challenges will change you. Stop and think about that. Actually, stop is the keyword. In this business, we’re always moving — cars to fix, customers to call, bays to fill, techs to support, invoices to close. But growth doesn’t happen in the rush. It happens when you take a moment…
Google Endorsed: Leveraging Local Service Ads (LSAs) to Differentiate Your Shop [THA 457]
This episode takes a deep dive into the evolution of digital marketing in the automotive repair industry, with a strong focus on Google’s Local Service Ads (LSAs), website performance, and empathetic customer engagement.
Connor Tracy and Jeff Jackson unpack how LSAs are transforming how shops attract and convert customers. They explain Google’s rigorous verification process and how LSAs differ from traditional pay-per-click models by emphasizing verified leads, call monitoring, and actual revenue generation over vanity metrics like clicks.
Beyond advertising, the discussion touches on ways to stand out, like adding live scheduling, using empathetic CRM communication instead of constant sales pitches, and avoiding wasted ad spend that doesn’t deliver results..
The takeaway: combine technology, transparency, and authentic communication to create trust, efficiency, and loyalty—building a digital presence that drives real business growth.
remarkableresults.biz/a457