Carm Capriotto Remarkable Results Radio Podcast https://remarkableresults.biz/author/carmencapriotto/ Automotive Repair Business Success Stories Mon, 26 Oct 2026 12:38:51 +0000 en-US hourly 1 https://remarkableresults.biz/wp-content/uploads/2020/05/cropped-site_icon-32x32.jpg Carm Capriotto Remarkable Results Radio Podcast https://remarkableresults.biz/author/carmencapriotto/ 32 32 Are You Diagnosing Vehicles or Just Throwing Parts at Them? [THA 509] https://remarkableresults.biz/remarkable-results-radio-podcast/a509/ Fri, 30 Oct 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a508/

Thanks to our Partners: NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

Recorded at ASTA 2026, Rich Falco, Senior Curriculum Developer at CTI, Brin Klein of Assured Auto Works, and Matt Fanslow of Riverside Automotive and the Automotive Field Theory podcast, challenge the industry’s approach to electrical diagnostics, technician mentoring, and the growing influence of artificial intelligence in the service bay.

Rich and Brin also share insights from their sold out, hands-on electrical training class, where participants worked through voltage drop testing, circuit fundamentals, and real world diagnostic challenges. Their experience reinforces an important lesson: Advanced diagnostics require a solid understanding of the basics.

What You’ll Learn:

  • How hands-on electrical training helps specialists develop stronger troubleshooting skills.
  • Why outdated repair habits and ignoring OE service information can create expensive mistakes.
  • How shop owners can develop more effective technician mentoring programs instead of relying solely on experienced employees to teach new hires.
  • How AI, smart glasses, and remote mentoring could transform technical education and diagnostic assistance.
  • How to communicate the value of diagnostic labor and address customer requests for waived diagnostic fees.
  • Why AI-informed customers are changing conversations about repair estimates, pricing, and trust.

Great specialists understand electrical fundamentals, follow proven diagnostic processes, and continually develop their skills. For shop owners, investing in education, mentoring, and properly valued diagnostic time builds a stronger team, more accurate repairs, and greater customer confidence.

Rich Falco, Senior Curriculum Developer at CTI

Brin Klein, Shop Owner, Assured Auto Works

Matt Fanslow, Riverside Automotive, Red Wing, MN, https://mattfanslow.captivate.fm/Automotive Field Theory

ASTA (Automotive Service & Tire Alliance):  https://astausa.org/2027-Expo

Thanks to our Partners: NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/
You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/
Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

]]> You Don’t Have to Be a Programmer to Build AI Tools for Your Shop [RR 1115] https://remarkableresults.biz/remarkable-results-radio-podcast/e1115/ Tue, 27 Oct 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1113/

Watch Full Video Episode

What if you could build your own AI tools to solve everyday problems in your auto repair shop without knowing how to write a single line of code?

Seth Thorson, owner of Euro Auto Service Experts and an industry educator, explores how shop owners can move beyond simply experimenting with AI and start building customized applications that improve their businesses.

Seth shares how his hands-on AI classes teach attendees to create working tools, from applications that retrieve vehicle information to virtual diagnostic assessments for evaluating potential employees. His approach starts with understanding the fundamentals of AI, then using that knowledge to build solutions tailored to the unique challenges of each shop.

But Seth’s most compelling message isn’t about technology replacing people. It’s about using AI to give people more time to be human. Imagine giving your service advisors five additional hours each week to connect with customers, build trust, and strengthen relationships. By reducing repetitive administrative tasks, AI can create opportunities for meaningful human interaction rather than eliminate jobs.

What You’ll Learn:

  • How to identify everyday shop challenges that AI tools could help solve.
  • How AI can streamline estimating, vehicle information retrieval, and employee skill assessments.
  • How to navigate conversations with customers who arrive with AI-generated diagnoses.
  • Why saving administrative time creates more opportunities for service advisors to connect with customers.
  • How AI can enhance employee productivity and value rather than simply replace jobs.
  • Why embracing AI requires curiosity, experimentation, and a willingness to learn.

The real opportunity with AI isn’t just doing more work faster. It’s building tools that solve your shop’s unique problems while giving your people more time to do what technology cannot replace: connect, communicate, and build lasting relationships.

Seth Thorson, President, Euro Auto Service Experts, 5 locations, MN. Listen to Seth’s previous episodes HERE.

ASTA (Automotive Service & Tire Alliance):  https://astausa.org/2027-Expo

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

NAPA TRACS will move your shop into the SMS fast lane with on-site training and six days a week of support: http://napatracs.com/

Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> Is It Time to Retire the Word Technician? or One More Reason Why Language Matters! https://remarkableresults.biz/is-it-time-to-retire-the-word-technician/ Sun, 25 Oct 2026 20:33:24 +0000 https://remarkableresults.biz/?p=46476 What we call ourselves matters. What our clients call us matters even more.

If you know me, you know I’ve been pushing hard for an industry-wide language shift. If you’ve read my declaration, experienced my keynote, or heard me pontificate about The Rise of the Specialist, you know how passionate I am about elevating the language we use to describe the professionals who diagnose, service, and repair today’s vehicles.

Well, I’ve got one more log for the fire.

Will Guidara, in his outstanding book Unreasonable Hospitality (which I highly recommend), refers to the people serving guests in fine dining establishments as “Dining Room Professionals.”

Think about that for a moment.

Not simply waiters or waitresses. Dining Room Professionals.

It may sound like a mouthful compared to asking, “Can you get my waiter?” But stop and think about that word. What exactly are they waiting for?

Guidara understands something important. Language can elevate a profession. It can create pride, establish expectations, and communicate the level of expertise required to deliver an exceptional experience.

And that got me thinking about our industry.

As I go through life, I listen to the language people use to describe their professions. Have you noticed how nearly everyone is now a technician?

Nail technicians. Roofing technicians. HVAC technicians. Field service technicians. Data center technicians. Maintenance technicians.

Technicians everywhere!

I’m not diminishing the skills or knowledge required in any of these professions. Far from it. I’m simply making an observation.

The word technician has become so common that it no longer distinguishes the unique expertise required in our industry.

We embraced the technician title decades ago as an improvement over the traditional mechanic label. It was progress. It reflected the increasing technical sophistication of our work.

But the world caught up. And now the word technician is used as frequently as rain falls during a torrential downpour. Meanwhile, the vehicles we service have changed dramatically.

Today’s vehicles are rolling networks of computers, sensors, software, mechanical systems, and sophisticated technologies. The people responsible for diagnosing and repairing them must understand far more than the mechanical components that move a vehicle down the road.

They must understand electrical systems, software, communications networks, advanced driver assistance systems, calibrations, and the interaction of technologies that didn’t even exist when many of us began our careers.

And tomorrow? The learning curve will only get steeper.

We are asking our people to become lifelong students. To continually invest in education. To master new technologies while maintaining expertise in the systems that have been around for decades.

That sounds like a Specialist to me. Consider the healthcare industry.

Medicine has evolved into an extensive network of specialties. Cardiologists, neurologists, orthopedic specialists, radiologists, and many more. Each brings a particular depth of knowledge to the patient’s needs.

We don’t question that distinction. In fact, we value it. Why shouldn’t auto repair embrace a similar approach?

Many European vehicle repair facilities already promote themselves as specialists. Their expertise becomes part of their identity and their value proposition.

So why shouldn’t an all-makes, all-models shop do the same?

Imagine introducing your team as Mechanical Specialists, Diagnostic Specialists, Technology Specialists, or Calibration Specialists.

These titles help explain the depth of knowledge required to perform the work. They also create an opportunity for employees to take greater pride in their professional development.

Some may say, “Carm, it’s just a title. Does it really matter?”

I’ll concede a small slice of that argument. A title alone doesn’t make someone more capable. Changing a business card won’t magically increase someone’s knowledge.

But language helps shape perception. And perception influences value.

When we describe our people as Specialists, we’re communicating something important to our clients. We’re telling them that the people caring for their vehicles possess knowledge, training, and expertise that deserve recognition.

We’re also reminding our own teams that their professional development matters.

And perhaps, just perhaps, we’re helping the next generation see auto repair as the sophisticated, technology-driven career it has become.

This isn’t about elevating ourselves above other trades. It’s about accurately representing what our profession has evolved into.

We cannot continue asking our people to develop extraordinary skills while using language that fails to distinguish those skills.

So here’s a simple challenge. The next time a client brings you a vehicle with a check engine light concern, consider the words you use.

Instead of saying, “We’ll have our technician look at it,” try this:

“Our Diagnostic Specialist will perform the necessary testing and evaluation to determine what’s causing your concern.”

Notice the difference? You’re not simply changing a title. You’re communicating a professional process. You’re building confidence. You’re helping the client understand that diagnosing today’s vehicles requires specialized knowledge, not guesswork.

And you’re reinforcing the value of the person performing that work.

Words matter. Titles matter. Professional identity matters.

Our industry has changed. Our vehicles have changed. The knowledge required to service them has changed.

Isn’t it time our language caught up?

The future of auto repair belongs to the Specialists.

Since you made it to the end of the article, here is a bonus thought for you:
We cannot expect clients to value what we do if we don’t first learn to describe it in a way that communicates its value.

]]> Why Electrical Fundamentals, Service Information, and Technician Training Matter [THA 508] https://remarkableresults.biz/remarkable-results-radio-podcast/a508/ Fri, 23 Oct 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a507/

Thanks to our Partners: NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

Recorded at ASTA 2026, veteran industry trainers G Truglia and Eric Ziegler challenge the industry to rethink diagnostic habits, technical education, and the responsibility of ensuring every vehicle leaves the shop safely.

From voltage drop testing and properly loading circuits to interpreting diagnostic results, G and Eric explain why scan tools and shortcuts cannot replace a solid understanding of how systems actually work. They also confront a growing concern: Are specialists following current OE service information, or relying on procedures they’ve used for decades?

Through practical examples, candid opinions, and plenty of humor, G and Eric reinforce an important message: Professionalism in auto repair requires continuous learning, diagnostic discipline, and a commitment to doing the job right.

What You’ll Learn:

  • Why electrical fundamentals, including voltage drop testing and circuit loading, are essential to accurate diagnostics.
  • How relying on scan tools, assumptions, and diagnostic shortcuts can lead to misdiagnosis and unnecessary repairs.
  • Why current OE service information must guide repair procedures, even when those procedures differ from past practices.
  • How improper brake service and overlooked ADAS calibration requirements can create vehicle safety concerns.
  • Why hands-on technical training builds deeper understanding and stronger diagnostic confidence.
  • How shop owners can improve their return on training investments by having specialists share what they learn.
  • Why sending multiple team members to training can strengthen knowledge retention and collaboration.
  • How continuing education, accountability, and professional standards contribute to safer, more accurate repairs.

The best specialists combine diagnostic knowledge with manufacturer procedures and hands-on training to deliver accurate repairs, protect their clients, and uphold the professionalism of the auto repair industry.

Eric Ziegler, EZ Tech Mentors.  Eric’s previous episodes HERE.

G Jerry Truglia, Dorman Training, Listen to G Jerry Truglia’s other episodes HERE.

ASTA (Automotive Service & Tire Alliance):  https://astausa.org/2027-Expo

Thanks to our Partners: NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/
You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/
Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

]]> Shop Succession Without Retirement: How Three Employees Became Owners [RR 1114] https://remarkableresults.biz/remarkable-results-radio-podcast/e1114/ Tue, 20 Oct 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1113/

Watch Full Video Episode

What if your succession plan could give you more freedom, reward your best employees, and secure the future of your auto repair business without requiring you to retire?

Andy Bizub, owner of Midwest Performance Cars, shares how he transitioned 75% ownership of his three-location business to three key employees while retaining a 25% stake. Three years later, the buyout is complete, his partners are leading daily operations, and Andy continues to mentor the team while living hundreds of miles away.

Andy explains how he identified future owners within his organization, including a technician who started as a porter, and why complementary leadership skills mattered as much as financial considerations. He also shares how the partners financed their ownership through business profits, the importance of transparency, and how he learned to step back without giving up his influence.

What You’ll Learn:

  • How three employees became 25% owners alongside Andy through a structured, three-year buyout.
  • Why succession planning should begin with identifying and developing potential leaders within your business.
  • How seller financing and business profits helped make employee ownership attainable.
  • Why complementary skills, shared values, and leaving egos behind are essential to successful partnerships.
  • How financial transparency prepared employees to think and make decisions like owners.
  • Why mentoring future owners means giving them the authority to lead, make decisions, and learn.
  • How Andy maintains oversight and supports his partners without being involved in daily shop operations.

Succession doesn’t have to mean selling everything and walking away. By investing in the right people, building a fair ownership structure, and developing leaders who can carry the business forward, shop owners can create a lasting legacy while gaining the freedom to enjoy the next chapter of their lives.

Andy Bizub, Midwest Performance Cars, Chicago and Northbrook, IL.  Andy’s previous episodes HERE.

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

NAPA TRACS will move your shop into the SMS fast lane with on-site training and six days a week of support: http://napatracs.com/

Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> Are We Falling Behind the Future? https://remarkableresults.biz/are-we-falling-behind-the-future/ Sun, 18 Oct 2026 23:07:48 +0000 https://remarkableresults.biz/?p=46436 That’s a big question. And one that deserves some serious reflection. We cannot expect tomorrow’s specialists to succeed with yesterday’s education.

Think back to 1997, when Toyota introduced the Prius in Japan. Many questioned whether hybrid technology would ever catch on. Some dismissed it as a passing trend.

Others saw an opportunity. They invested in education, acquired the necessary equipment, and proudly let their communities know they were prepared to service hybrid vehicles.

Then came electric vehicles. Once again, our industry faced a decision. Embrace the technology and our customers’ changing transportation choices, or sit on the sidelines.

Some shops made the commitment. Others decided EVs weren’t going to be part of their business model.

And then there’s ADAS.

Forward-thinking shop owners recognized that advanced driver assistance systems would change the way vehicles are diagnosed and repaired. They invested in calibration equipment, educated their specialists, and developed procedures to perform these services properly.

Yet today, despite manufacturer requirements for specific calibrations and procedures, we still have shops that aren’t consistently following factory service information.

Which brings me to my real question: What’s next?

Will it be solid-state batteries? Hydrogen-powered vehicles? New propulsion systems? Even more sophisticated sensors, software, and vehicle communication networks?

We don’t know exactly what the future will bring. But we know technology isn’t standing still.

Are we?

As shop owners and leaders, are we committed to educating our specialists for technologies and repair procedures that may not even exist in our bays today?

Are we building a culture where curiosity, continuous learning, and professional development are expectations rather than occasional events?

Here’s my concern. If we fall too far behind, catching up may become our greatest challenge.

Sure, there will always be a YouTube video, an online tutorial, or a quick reference to help us understand a new system. Those resources have some value.

But they cannot replace the confidence, competence, and experience that come from structured education, hands-on training, and applying what we’ve learned.

There’s a big difference between watching someone diagnose a problem and possessing the knowledge to diagnose it yourself.

And there’s an even bigger difference between knowing how something works and understanding why it failed.

We must also recognize that preparing for tomorrow doesn’t necessarily mean buying every new piece of equipment today. It means paying attention, asking questions, attending classes, understanding emerging technology, and developing a plan for what our businesses will need next.

That’s leadership.

Perhaps the most important question to ask at your next team meeting is this:

“What are we learning today that will prepare us for the vehicles we’ll be repairing five years from now?”

We have a responsibility to our customers, our businesses, and especially our specialists to look beyond today’s repair orders.

The future of auto repair will continue to evolve, whether we’re ready or not.

Let’s make sure our people are prepared to lead that future, not chase it.

]]> From Technician to Shop Owner: The Challenges You Never Saw Coming [THA 507] https://remarkableresults.biz/remarkable-results-radio-podcast/a507/ Fri, 16 Oct 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a506/

Watch Full Video Episode

You can be great at diagnosing vehicles and still struggle to make money owning an auto repair shop. What does it take to make the transition from skilled technician to successful business owner?

At the ASTA Expo 2026 in Raleigh, NC, Rick White, founder of 180BIZ, reconnects with Dan Hensel, owner of Amton Auto and Truck Repair, to reflect on nearly 30 years of mentorship, hard lessons, and professional growth. Along the way, Rick and Dan explore the value of honest feedback, the discomfort that comes with personal growth, and why accepting guidance can be one of the smartest decisions a shop owner makes.

What You’ll Learn:

  • The unexpected business responsibilities that challenge even the most accomplished technicians when they become shop owners.
  • How a mentor or coach can provide accountability, challenge assumptions, and help an owner recognize opportunities for improvement.
  • Why hiring an experienced, highly skilled technician may be a better financial decision than choosing someone simply because they cost less.
  • How adapting your communication to different customer personalities can strengthen relationships and increase sales.
  • How effective leadership and consistent systems can create a more sustainable business without simply demanding longer hours.

Knowing how to repair vehicles can launch a career and even open the doors to your own shop. Building a profitable business takes a different kind of education. Dan’s experience demonstrates the importance of financial discipline, leadership development, and having the courage to seek advice when your existing approach isn’t working. Sometimes the knowledge that makes the biggest difference comes from someone willing to challenge you to think differently.

Dan Hensel, Co-owner of Amton Auto and Truck, Tonawanda, NY

Rick White, President and Lead Coach for 180BIZ, Listen to Rick’s previous episodes HERE. rick@180biz.com

ASTA (Automotive Service & Tire Alliance):  https://astausa.org/2027-Expo

Thanks to our Partners: NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/
You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/
Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

]]> Authenticity Is Your Shop’s Best Marketing Strategy [RR 1113] https://remarkableresults.biz/remarkable-results-radio-podcast/e1113/ Tue, 13 Oct 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1112/

Watch Full Video Episode

What makes your auto repair shop memorable, and are you sharing that story with your customers?

Recorded at ASTA 2026 in Raleigh, NC, Melissa “Birdie” Patterson, founder of Bird’s iSocial, explores why authentic marketing begins with the people, personality, and culture that make every auto repair shop unique. From a memorable “shop chicken” to customer pet photos, community involvement, and even dad jokes, Birdie shares how everyday experiences can become powerful marketing opportunities.

What You’ll Learn

(00:00:00) Intro
(00:04:30) The Power of Connection: Amazing Women in Automotive
(00:12:00) What’s Your Shop Chicken? Finding Your Unique Story
(00:17:00) Birdie’s Journey Into Auto Repair
(00:20:00) Organic Search and AI: Connecting With Customers Online
(00:26:00) Authentic Marketing: Turning Shop Culture Into Content
(00:30:00) Working ON Your Business: Leadership, Systems, and Coaching
(00:35:00) Investing in Yourself: Personal Growth and Business Freedom

Authentic marketing starts inside your business, with your people, your culture, your community, and the experiences customers remember. When you combine that authenticity with intentional marketing, strong leadership, and a commitment to growth, you’re not just promoting your shop. You’re building relationships, trust, and a business people want to support.

Your shop already has a story. Make sure your customers get to hear it.

Melissa ‘Birdie’ Patterson, Bird’s iSocial and Growing Shops: https://www.birdsisocial.com/

ASTA (Automotive Service & Tire Alliance):  https://astausa.org/2027-Expo

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

NAPA TRACS will move your shop into the SMS fast lane with on-site training and six days a week of support: http://napatracs.com/

Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> Are You Steady—or Just Busy? https://remarkableresults.biz/are-you-steady-or-just-busy/ Mon, 12 Oct 2026 15:43:42 +0000 https://remarkableresults.biz/?p=46417 I first met Bob Greenwood in 2015, when I started podcasting. We became friends, and he shared his wisdom on the Remarkable Results Radio airwaves many times.

One of Bob’s best pieces of advice as a business coach was simple:

“You want to be steady, not busy.”

That belongs on your office wall. It is a reminder to look beyond a full parking lot and ask what is really happening inside your business.

Busy can mean your team is scrambling. The schedule is overloaded. Parts haven’t arrived. Someone is waiting for an answer, and another customer is waiting for a call.

Everyone is moving. But is the business moving forward?

Steady means the work flows, the team has a plan, and your systems support the promises you make to your clients.

Steady doesn’t mean slow. It means you have built a business that can handle demand without turning every day into a fire drill.

That takes leadership.

Working on your business requires you to regularly review the procedures and protocols that keep your shop running smoothly. A full schedule should never become an excuse to stop examining how the work gets done.

Start with the flow of opportunity. Is your marketing consistent, or do you turn it on only when the bays get empty? Does deferred work receive attention every day? Are you helping clients plan their next visit before they leave?

Then look at the support behind the work. Are your suppliers delivering on their promises? Are parts delays disrupting the schedule? Does your team have the information it needs before a job begins?

And what about your people?

Are you identifying the education your specialists, service advisors, and leaders need? Are conferences and seminars part of a development plan? Does what they learn make its way into your daily procedures?

A steady shop develops its people with the same intention it uses to develop its business.

Your numbers deserve attention, too. What are your KPIs telling you about productivity, profitability, and progress toward your goals? Are you using those numbers to make decisions—or simply collecting them?

Consider your culture. Do your people work as a team? Can they raise a concern, ask for help, and suggest an improvement?

Finally, examine your systems. Are you using the capabilities you already pay for? Does communication between the front counter and the service bays keep work moving, or does it depend on walking, yelling, and repeated interruptions?

Software can support a steady shop. Clear expectations and consistent habits make it work.

This week, choose one recurring disruption. Find out why it keeps happening. Involve your team, make an improvement, and follow up.

You don’t have to fix everything at once. You do have to keep improving.

Don’t measure the health of your shop only by how busy it looks. Measure how well it runs.

That is how we put Bob’s wisdom to work.

]]> The Human Side of Auto Repair: Emotional Intelligence, Mentorship, and Leadership [THA 506] https://remarkableresults.biz/remarkable-results-radio-podcast/a506/ Fri, 09 Oct 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a505/

Watch Full Video Episode

We’re great at fixing cars. But how good are we at understanding and communicating with people?

Matt Fanslow, host of Automotive Field Theory, and Margaret Light, Licensed Marriage and Family Therapist at Equilibrium Therapy Services, explore the human side of auto repair, focusing on emotional intelligence, effective communication, mentorship, and the leadership skills needed to build healthier shop cultures.

Recorded at ASTA 2026 in Raleigh, this conversation challenges traditional attitudes about workplace emotions and communication. Discover how developing emotional intelligence, understanding different perspectives, and replacing quick reactions with thoughtful responses can strengthen relationships, improve mentorship, and help leaders create a more supportive auto repair industry.

What You’ll Learn

  • The Field of Fixers: Why auto repair professionals naturally jump into problem-solving mode and how that instinct can prevent meaningful communication and human connection.
  • Listening Before Fixing: Why effective communication begins with understanding, not immediately offering solutions, and how slowing down and asking thoughtful questions builds trust.
  • Emotional Intelligence in the Shop: How recognizing emotions, managing personal reactions, and understanding the feelings of others can improve everyday interactions and workplace relationships.
  • Communication vs. Connection: Why talking to someone isn’t necessarily connecting with them, and how empathy, active listening, and genuine curiosity create stronger relationships.
  • Moving Beyond Tough Love: Why shame-based management and the traditional “grow thicker skin” mentality can undermine trust, discourage open communication, and weaken shop culture.
  • The Power of Mentorship: How emotional awareness, constructive feedback, and genuine mentorship build confidence, competence, resilience, and stronger relationships between experienced professionals and the next generation.
  • Leading the Next Generation: Why understanding Gen Z’s perspectives, values, and communication expectations can help leaders develop and retain future specialists.

Great shop leadership goes beyond managing production, measuring performance, and solving technical challenges. It requires emotional intelligence, intentional communication, and the ability to understand people before attempting to solve their problems.

The auto repair industry has invested heavily in teaching people how to fix vehicles. It’s time to give equal attention to helping them communicate, connect, mentor, and lead. Because building a remarkable shop starts with building remarkable people.

Automotive Field Theory with Matt Fanslow  https://mattfanslow.captivate.fm/

Margaret Light is a Licensed Marriage and Family Therapist and the president of Equilibrium Therapy Services, serving clients in Minnesota and Wisconsin. She helps individuals and couples build better relational toolkits, identify blind spots, and replace reactivity with effective communication. https://www.equilibriumtherapyservices.org/

Thanks to our Partners: NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/
You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/
Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

]]> AAPEX 2026: What to See, Learn, and Experience [RR 1112] https://remarkableresults.biz/remarkable-results-radio-podcast/e1112/ Tue, 06 Oct 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1111/

Watch Full Video Episode

What should be on your must-see list at AAPEX 2026?

Mark Bogdansky, Vice President of Meetings and Events at the Auto Care Association, shares what attendees can expect from a redesigned AAPEX 2026 experience, including a new home for Joe’s Garage, a more focused education schedule, expanded hands-on experiences, networking opportunities, competitions, special guests, and plenty of surprises.

One of the biggest changes is designed to help attendees get more from both education and the show floor. Paid training will take place in the morning, leaving afternoons open to explore exhibits, build relationships, discover new products, and experience everything AAPEX has to offer. Joe’s Garage is also moving to Level 1, directly above the classroom training, making the transition from learning to hands-on exploration even easier.

What You’ll Learn

  • Why AAPEX redesigned the education schedule to give attendees more time on the show floor
  • What’s new at Joe’s Garage, including live vehicle training and expanded experiences
  • How to approach AAPEX with a plan and bring actionable ideas back to your business
  • What attendees will find at the AAPEX Forum, including Roadside Attractions, demonstrations, giveaways, and interactive experiences
  • How the expanded Student V8 Engine Competition is showcasing the next generation of automotive professionals
  • Opportunities to connect directly with manufacturers, industry leaders, exhibitors, and fellow automotive professionals
  • Special appearances and experiences featuring Coach K, Mark Wahlberg, Jimmie Johnson, Barry Sanders, Mia Hamm and more

Don’t just attend AAPEX. Have a plan to experience it. Choose your education before you arrive. Explore the show floor with purpose. Ask questions. Make connections. Discover what’s changing in the industry. And if you bring your team, challenge them to return with actionable ideas they can share and implement.

AAPEX 2026 isn’t just about seeing what’s new. It’s an opportunity to learn, connect, experience, and bring something valuable back to your business.

AAPEX, November 3-5, 2026, The Venetian Expo and AAPEX Forum https://www.aapexshow.com/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

NAPA TRACS will move your shop into the SMS fast lane with on-site training and six days a week of support: http://napatracs.com/

Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> Do, Decide, Delegate, Delete https://remarkableresults.biz/do-decide-delegate-delete/ Mon, 05 Oct 2026 11:36:38 +0000 https://remarkableresults.biz/?p=46402 We just returned from ASTA in Raleigh, North Carolina. The event was full of opportunities to learn, with management and technology classes, conversations with peers, and ideas worth bringing home. We also recorded some great discussions for your ongoing education.

Now comes the part that matters most: What will you do with what you learned?

Think about the conferences and expos you’ve attended this year. You may have a notebook full of ideas, handouts in a bag, and photos of slides on your phone. Those ideas have value only when you give them a place in your business.

The Eisenhower Decision Matrix offers a simple way to sort them:

Do: What is important and urgent? Perhaps a process you discovered is putting your team or client experience at risk. Put it on your calendar and address it now.

Decide: What is important but not urgent? These ideas often have the greatest long-term potential. Choose a next step and schedule the time to explore it.

Delegate: What is urgent but does not require you? Give it to the right person, with a clear outcome and a follow-up date.

Delete: What is neither important nor urgent? It may have sounded exciting in the classroom, but it does not fit your business right now. Let it go.

You do not have to implement every idea to make an event worthwhile. You do have to decide what deserves action. Start with your notes while the conversations and classes are still fresh. Circle one idea you can act on this week, identify who owns it, and set a date to check the result.

The return on your time and investment begins when something you learned changes something you do.

]]> How to Turn Call Recordings Into Coaching, Conversions, and Customers [THA 505] https://remarkableresults.biz/remarkable-results-radio-podcast/a505/ Fri, 02 Oct 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a504/

Watch Full Video Episode

What if the phone is ringing, but your team is unknowingly turning customers away?

David Boyd, owner of Call Inbound, and Rich Oppitz, Director of Operations at Telle Tire, overseeing 95 stores, explore how call recording and AI analysis can uncover missed opportunities at the service counter and turn everyday customer conversations into powerful coaching moments.

The challenge isn’t always getting the phone to ring. It’s understanding what happens after someone answers it.

Rich shares how Telle Tire discovered that service advisors weren’t intentionally turning business away, but their language sometimes communicated “no” without actually saying the word. By establishing clear expectations, analyzing calls, and consistently coaching the team, their appointment capture score improved from approximately 58% to 72% in just three to four months.

What You’ll Learn

  • Why a car count problem may actually be a call conversion problem
  • How service advisors can unintentionally communicate “no” by focusing on what the shop can’t do
  • Why communicating what you CAN do can change the customer conversation
  • How AI analysis can uncover coaching opportunities across thousands of calls
  • Why expectations need to be established before calls are graded
  • How “Champion Calls” and “Coachable Calls” create continuous learning
  • Why call reviews should be positioned as coaching, not punishment
  • How self-assessment can help service advisors recognize their own opportunities for improvement
  • Why empathy, courtesy, personalization, patience, tone, and follow-up matter to the customer experience
  • How a focused call review can become a valuable coaching conversation in only 5 to 7 minutes

Don’t just record the call. Learn from it.

Call recordings give shop leaders the opportunity to replace assumptions with actual conversations. When those conversations become part of consistent coaching, the goal isn’t to catch someone doing something wrong. It’s to help the team communicate better, ask for the appointment, improve the customer experience, and convert more of the opportunities already coming into the shop.

Before spending more money making the phone ring, listen to what happens when it does.

Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. https://callinbound.com/

David Boyd, CEO, Inbound, Listen to David’s previous episodes HERE

Rich Oppits, Director of Operations at Telle Tire, 95 stores

Thanks to our Partners: NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/
You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/
Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

]]> Stop Losing Price Shoppers: Give Them a Price Range [RR 1111] https://remarkableresults.biz/remarkable-results-radio-podcast/e1111/ Tue, 29 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1109/

Watch Full Video Episode

What if the customer calling for a price isn’t someone to avoid, but an opportunity your shop has been trained to turn away?

Brian Walden, COO and co-founder of Mango Automotive, challenges one of the automotive repair industry’s longest-standing practices: don’t give prices over the phone.

Instead of putting up the familiar wall of, “We can’t give you a price until we see the vehicle,” Brian’s team does something different. They give the customer a price range, explain that the vehicle still needs to be inspected and the problem confirmed, and invite them into the shop.

The result? Brian says Mango Automotive doubled its phone conversion rate.

Today’s customers have access to more information than ever. They may have already searched the symptoms, pulled a trouble code, asked AI what might be wrong, and researched what the repair could cost before they ever call your shop. Rather than dismissing that research, Brian believes shops can meet customers where they are and use transparency to build trust.

What You’ll Learn

  • Why the traditional “we don’t give prices over the phone” response can create an immediate barrier
  • How Mango Automotive uses AI to generate price ranges in seconds
  • Why the word “range” changes the conversation with a price shopper
  • How to give a price range without promising an exact repair price before inspecting the vehicle
  • How meeting customers in their “comfort zone” can build trust
  • Why Mango Automotive’s phone conversion rate doubled after changing its pricing strategy
  • How price ranges can give service advisors more confidence on the phone
  • Why every incoming phone call should be viewed as a valuable opportunity
  • How AI call analysis, transcripts, dashboards, and weekly coaching help improve advisor performance
  • Why Brian views AI as a “flashlight” that exposes where your strategy and communication are breaking down

The bigger lesson goes beyond pricing: don’t waste the opportunities already calling your shop. Every phone call represents marketing dollars already spent, a potential relationship, and potentially an entire repair order. Instead of building another wall between the customer and your business, ask whether there is a better way to help them take the next step.

Brian Walden, COO and co-founder of Mango Automotive

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

NAPA TRACS will move your shop into the SMS fast lane with on-site training and six days a week of support: http://napatracs.com/

Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> Is Knowing a Little About a Lot Good? https://remarkableresults.biz/is-knowing-a-little-about-a-lot-good/ Mon, 28 Sep 2026 17:43:02 +0000 https://remarkableresults.biz/?p=46392 We live in an information-overload society—or maybe it is more like an information playground.

We are bombarded by commercials, videos, documentaries, social media posts, opinions, rants, and endless commentary. We can spend hours scrolling, watching, and listening without ever applying what we have learned.

There is a big difference between consuming information and gaining knowledge. And an even bigger difference between gaining knowledge and developing expertise.

 Is there value in knowing a little about many things?

I believe there is.

Having a basic understanding of a subject can help you recognize when you are in over your head. It can show you that a task is more complicated than it first appeared—or that you are not qualified to tackle it alone.

That awareness is valuable.

You do not need to become an expert in accounting, marketing, leadership, technology, human resources, investing, or every other part of running a business. But you should know enough to recognize when you need help.

A little knowledge should create curiosity—not false confidence.

I have always believed that you do not need to be an expert at everything. You need enough awareness to know when you are approaching the limits of your knowledge—and enough humility to call someone who has the expertise you lack.

That is one reason I am such a strong supporter of coaches.

The right coach has experience, perspective, and legacy knowledge. They have often been where you are trying to go. Their guidance can help you avoid mistakes, see opportunities more clearly, and move toward your goals faster.

The same is true of accountants, attorneys, marketing professionals, financial advisors, trainers, and consultants. Knowing a little helps you ask better questions.

Expertise helps you make better decisions.

Of course, not all information consumption is mindless.

The podcasts we create on the Automotive Repair Podcast Network are designed to provide useful ideas, practical experience, and perspectives that can help automotive professionals improve.

But even valuable information only matters when we do something with it. You do not need to remember every detail from every podcast, class, book, or conversation. Listen to learn just one thing—and then implement it.

Information becomes valuable when it leads to action.

Think about the role you play as a shop owner or automotive professional.

Your clients depend on your team’s depth of knowledge, training, experience, tools, processes, and diagnostic ability. They trust you to find the actual cause of a vehicle problem—not merely replace the part connected to a trouble code.

A client may call and say: “My vehicle has a code, and I already know what is wrong.”

They may know a little—and that is not a bad thing. Their research has helped them recognize that something needs attention. That is your opportunity to respect what they have learned while explaining the value of your expertise:

“I’m glad you did some research and have an idea of what may be happening. That trouble code gives us a place to begin. Our specialists will test the system, identify the actual cause, and recommend the correct solution. You’re in good hands.”

That response does not dismiss the client’s knowledge. It builds on it.

Knowing a little about a lot can be a good thing—if it helps us become more curious, ask better questions, and recognize when we need expert guidance.

The danger comes when a small amount of knowledge convinces us that we already have every answer.

Whether you are running a business, leading a team, building wealth, or maintaining a vehicle, wisdom is not simply knowing more.

Wisdom is knowing what you know, recognizing what you do not know, and having the humility to call an expert. Be sure your clients understand this.

]]>