Posts by Carm Capriotto, AAP
Detective Mind Mapping: A Forensic Approach to Automotive Diagnostics [RR 1089]
Recorded live at the TST Big Event 2026, host Carm Capriotto sits down with Andrew Fischer, shop manager at Cergizan’s Auto and Truck Repair in Northwest Indiana, and an industry trainer. Andrew shares his disciplined, process-driven approach to diagnostics, his passion for technician development, and why shop culture plays a defining role in long-term success. From daily habits to big-picture philosophy, this conversation is a roadmap for building more confident, capable technicians.
What You’ll Learn
Why committing to at least 40 hours of continuous education each year can dramatically reduce comebacks and improve shop performance
How to build learning into daily routines: whether through short practice sessions, webinars, or online training resources
The power of Standard Operating Procedures (SOPs) and why “going rogue” in diagnostics leads to inefficiency
How Andrew’s “detective mind mapping” technique helps technicians visually organize problems and accelerate accurate diagnoses
Why revisiting foundational knowledge is critical and how ego often prevents technicians from mastering the basics
How embracing failure strengthens diagnostic ability and builds real-world expertise
The importance of capturing and studying “known good” vehicle data to improve accuracy on future repairs
Great diagnostics is about discipline, process, and constant learning. Shops that invest in their people, reinforce foundational skills, and create a culture where failure fuels growth will not only solve problems faster but build stronger, more resilient teams.
TST Big Event: https://tstseminars.org/
remarkableresults.biz/e1089
Digital Detox
On the way home from a conference, I sat in the airport thinking about all the conversations I’d just had with friends and colleagues. One topic kept surfacing: our reliance—maybe even our addiction—to the smartphone. It’s our tool, our connection, our crutch. Some say it’s practically become part of our body and soul. We laughed…
The Dealer Alternative Advantage in Today’s Auto Repair Industry [THA 482]
In this episode, host Carm Capriotto sits down with Larry and Kara Rose of Larry’s Automotive in Newburgh, Indiana, to celebrate their recognition as the NAPA 2025 Auto Care Center of the Year. Their story is more than an award; it’s a roadmap for building a sustainable, family-driven business through discipline, culture, and long-term vision.
What You’ll Learn
How Larry turned a driveway side hustle into a scalable business
Why Kara’s systems and structure were key to growth
A clear, intentional plan for family succession
How strong culture outweighs individual talent
The impact of daily training and continuous learning
Why service advisors are critical to customer trust
Growth strategies like “dealer alternative” positioning and coaching
Building a lasting shop requires more than technical skill; it takes structure, culture, and a long-term vision for people and growth.
remarkableresults.biz/a482
Build Customer Loyalty: Branding, Event Planning, and Community [RR 1088]
In this episode, Carm Capriotto talks with Lola Schmidt, co-owner of Schmidt’s Auto Care, about how shops can rise above the “ordinary” perception of auto repair through intentional event planning, meaningful community engagement, and a fully integrated branding strategy.
Key Topic Points
Make the Shop an Experience: Auto repair isn’t naturally exciting, so shops must create memorable, in-person experiences that bring customers into the bays and build real connections.
Community Events That Matter: Hosting hands-on events, like Girl Scout badge workshops and “Tiny Tech” days, creates lasting impressions and builds trust far beyond what social media can achieve.
Differentiate with Purpose: Identify what makes your shop unique (4-day workweek, curbside service, in-house specialties, team talents) and turn those into consistent marketing stories.
Branding is Everything: From clean visuals and a great-smelling shop to honest, pressure-free service, every touchpoint contributes to a 360 brand experience.
Elevate the Customer Experience: Replace cheap swag with thoughtful, useful gifts that customers actually value, creating a lasting emotional connection.
Create Memorable First Impressions: A curated “unboxing” experience for new customers sets the tone and reinforces your brand from the very first visit.
Respect the Customer’s Time: Efficiency and convenience are key drivers of loyalty; customers will travel further for a shop that consistently delivers both.
Standing out in today’s automotive industry requires more than great repairs; it demands intentional experiences, clear differentiation, and a commitment to making every customer interaction memorable.
remarkableresults.biz/e1088
Attention Client Advocates: Stop Sounding Like a Technician: Translate, Don’t Transfer
There’s a difference between sharing information and creating understanding—and too often, we confuse the two. Service advisors hear the technician’s diagnosis and pass it along word-for-word. That’s transfer. But clients don’t think in technical terms. They need translation. Transfer vs. Translation Transfer: “Your EVAP vent solenoid has failed.” Translation: “There’s a part that controls fuel…
Meet Paige: The Auto Repair Industry’s First 24/7 AI Recruiter [THA 481]
Recorded live at the VISION 2026, this episode of Remarkable Results Radio features host Carm Capriotto in conversation with Lisa Coyle, Co-founder and CEO of Promotive, and Stacey Black, Account Manager at Promotive. Together, they unpack one of the most urgent challenges facing the automotive repair industry today: how to attract, hire, and retain top talent in an increasingly competitive and fast-moving market.
What the Episode Covers:
The “Ghosting” Problem in Hiring:
Why candidates are applying to 15-20 shops at once
How speed of response determines who wins the hire
The growing impact of declining soft skills like communication and accountability
The Role of Shop Culture in Retention
Why culture must be intentional, not assumed
Simple, low-cost ways to build connection and loyalty
Ideas like celebrating milestones, supporting families, and investing in training
How strong culture reduces turnover and attracts better talent
Introducing “Paige” The Industry’s First AI-Powered Recruiting
Promotive’s virtual recruiter designed for the automotive industry
Instantly engages candidates via text after they apply
Conducts a guided, conversational pre-screening interview
Captures key data: experience, commute, current benefits, and pay expectations
A Live Demo of AI in Action
Carm roleplays as a technician to demonstrate Paige’s capabilities
Shows how natural, fast, and effective the process is
The 24/7 Hiring Advantage
Why candidates often apply after hours, and how Paige captures them in that moment
Real-world success, including dozens of completed interviews over a holiday weekend
Faster engagement leads to fewer drop-offs and better-qualified candidates
Hiring today requires more than posting a job and waiting. The shops that succeed are the ones that move quickly, communicate clearly, and create a culture people want to be part of. By combining intentional leadership with innovative tools like AI recruiting, you can reduce friction in the hiring process, improve retention, and ultimately build a stronger, more committed team.
VISION Hi-Tech Training and Expo: https://visionkc.com/
remarkableresults.biz/a481
Your Shop Might Need Marriage Counseling: Fixing Communication in Auto Repair [RR 1087]
Recorded live at VISION 2026, host Carm Capriotto and Matt Fanslow explore how lessons from marriage counseling can improve communication in auto repair shops.
The core discussion centers on Matt’s article for NAPA Auto Care’s Insight Magazine, “Your Shop Might Need Marriage Counseling,” and the industry’s gap in soft skills. His central argument is simple: most automotive professionals were never taught effective communication or soft skills. In the past, shop culture often relied on public criticism or shame to correct mistakes. Today, that approach backfires, especially for younger technicians, who are more likely to disengage or “quietly quit” in that kind of environment.
Matt proposes a different approach: applying communication techniques commonly used in therapy to everyday shop interactions.
Drawing from the Gottman Institute, Matt outlines common communication pitfalls: criticism, contempt, defensiveness, and stonewalling, and how they show up daily in shop environments.
Key solutions include:
Validating feelings, especially with anxious customers
Coaching without shame, addressing mistakes privately with support
Seeking outside perspective, using coaches or therapists to uncover blind spots
Finally, both Carm and Matt challenge the stigma around seeking outside help. They encourage shop leaders to work with coaches, counselors, or therapists to uncover blind spots and improve their leadership approach. Far from being a weakness, asking for help is framed as a sign of strength and self-awareness.
The goal isn’t to turn shops into therapy sessions; it’s to make small, intentional changes in how people communicate every day. The payoff? Fewer emotional blowups, stronger team culture, and customers who feel safe, heard, and respected.
VISION Hi-Tech Training and Expo: https://visionkc.com/
remarkableresults.biz/e1087
Every Repair Order Has 3 Stories—Which One Are You Telling?
As an industry, we are working hard to improve what appears on the repair order. I’ve sat through repair order audit workshops, and one thing becomes very clear: The same information can be interpreted ten different ways. Sometimes it goes from A to Z… and somehow back again. So it raises a bigger question: Whose…
How to Get Unstuck When Your Auto Repair Business Stops Growing [THA 480]
In this episode of the Town Hall Academy, host Carm Capriotto is joined by Matt Wagg and Shiju Thomas to tackle a common challenge in the automotive repair industry: getting “unstuck.” The conversation focuses on breaking through growth plateaus by sharpening leadership, building a meaningful culture, and committing to continuous employee development.
Leadership & Accountability
Growth stalls when tenure is valued over performance
Not every team member will grow with the business
Leaders must make tough calls and avoid carrying “dead weight.”
Practice radical candor: honest conversations build trust
Self-awareness is critical; seek outside accountability (coaches/peers)
Culture & Development
Culture must be intentional and tangible, not just social events
Built through aligned hiring and shared values
Reinforced with tools like assessments, training, and team learning
Continuous education prepares teams for evolving vehicle technology
A learning culture attracts higher-level talent
Embracing Being “Stuck”
Feeling stuck often signals ambition and growth
Indicates you’re pushing into new challenges
Clear personal and business goals provide direction
Without clarity, the business risks drifting without purpose
Ultimately, getting unstuck isn’t about quick fixes; it’s about honest reflection, intentional leadership, and a commitment to growth. The shops that move forward are led by people willing to have the hard conversations, invest in their teams, and take ownership of what needs to change. If you’re feeling stuck, take it as a signal, not a setback, and use it as the catalyst to refocus, realign, and lead your business to the next level.
remarkableresults.biz/a480
The “Monster” in Your Head Is Costing Your Shop Money [RR 1086]
In this episode of Coffee with Carm and a Coach, host Carm Capriotto sits down with Greg Bunch, business coach and Founder at Transformers Institute and owner of Aspen Auto Clinic, to unpack the mindset barriers that quietly limit leadership and growth in auto repair.
At the center of the conversation is the “monster” voice that is wired for survival, not success. While it once kept us safe, today it often holds leaders and advisors back from difficult but necessary actions: addressing underperformance, having honest conversations, or confidently recommending needed work. Left unchecked, that fear can cost shops hundreds of thousands, even millions, in missed opportunities.
Greg shares five foundational pillars for effective leadership:
Wisdom: Surrounding yourself with the right voices and guidance
Knowledge: Understanding your numbers and facts without emotion
Understanding: Knowing what those numbers actually mean in your business
Diligence: Doing what needs to be done, even when it’s uncomfortable
Right Choices: Staying aligned with your values, no matter the pressure
Together, Carm and Greg explore how business is ultimately an emotional math problem, a constant balance between data-driven decisions and the human side of leadership. They also challenge listeners to become perpetual students, actively seek honest feedback, and confront the habits that hold them back.
The episode wraps with a powerful reminder: long-term success comes from “slow dimes,” not “fast nickels.” Doing the job right, every time, builds trust, safety, and sustainable profitability.
remarkableresults.biz/e1086
Continuing the Language Shift – BTW Don’t Skip This!
The language shift in business isn’t coming—it’s already here. More and more, I find validation in the evolving job titles across industries. Roles are being redefined. Words are being elevated. And with that shift comes a change in how professionals see themselves—and how customers perceive them. I’ve also been receiving thoughtful suggestions from peers across…
Batman Needs a Robin: Meet Your Shop’s New Sidekick Ninja App [THA 479]
Recorded live at VISION 2026, host Carm Capriotto is joined by Jeremy Glassco of AppFueled and shop owner Joe Schindler to explore how auto repair shops can better connect technology with customer engagement.
Gladsco introduces the concept of the “App Gap,” explaining that while consumers frequently engage with apps from major brands, auto repair shops struggle with adoption because customers only download apps they trust or see immediate value in. To bridge this gap, he emphasizes delivering clear incentives and meaningful engagement.
A key innovation discussed is “Sidekick Ninja,” a Chrome extension tool that complements the shop’s management system by surfacing real-time customer insights, including communication history, profile data, and available offers, directly within the advisor’s workflow. This integration ensures no missed follow-ups, rebates, or opportunities to enhance the customer experience.
Schindler also highlights strategies to protect shop profitability, including gamifying customer engagement within a shop app. By rewarding users for actions such as adding vehicle details or personal information, shops can gather valuable data while encouraging deeper engagement.
Ultimately, the episode reinforces that when technology is used to enhance, not replace, the human connection, shops can create better experiences, stronger relationships, and more consistent growth.
https://www.appfueled.io/sidekick-ninja
VISION Hi-Tech Training and Expo: https://visionkc.com/
Jeremy Glassco, Founder, App Fueled
Joe Schindler, Schindler’s Garage, Floyds Knobs, IN
remarkableresults.biz/a479
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/
remarkableresults.biz/e1085
A Brainiac Celebration
Working in the professional automotive repair industry requires intelligence, creativity, and problem-solving. Every day in our shops there are “smart” or even brainiac moments that deserve to be recognized — or at least talked about. Here’s the rub: if you’re a smart shop, great ideas happen all the time. You discover a diagnostic shortcut that…
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
Are you exploring? Imagining? Being creative and curious?
Or are you simply reacting to what’s happening around you? Change is not optional — in life or in business. Especially in our industry. Technology evolves. Vehicles evolve. Client expectations evolve. There is no hiding from it, dodging it, or refusing it. But there is a choice in how you respond. The Japanese call it…
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.
remarkableresults.biz/a476
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
remarkableresults.biz/e1082
Who is Looking for Your Top Talent?
Top shop operators realize their greatest competitor is not the shop across town—it’s themselves. They build a reputation. They build trusted relationships with their clients. They perform at the highest level of competence. They are always recruiting. They cultivate a formidable culture. These operators commit to excellence in every dimension of their business. That’s why…
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
When Is Later?
I know you’ll read this later. No, you won’t. “Later” is where good intentions go to die. Not just this blog post—but the articles, podcasts, ideas, and insights you meant to come back to. They get filed away… and forgotten. And somehow we keep lying to ourselves that we’ll “get to it.” We don’t. I’m…