Carm Capriotto Remarkable Results Radio Podcast https://remarkableresults.biz/author/carmencapriotto/ Automotive Repair Business Success Stories Thu, 08 Oct 2026 21:37:45 +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 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.

]]> Work Together, Thrive Together, Build a Business You Can Sell [THA 504] https://remarkableresults.biz/remarkable-results-radio-podcast/a504/ Fri, 25 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a502/

Watch Full Video Episode

What does it take to work alongside someone you love, thrive through the pressures of business ownership, and ultimately build a company that can succeed without you?

Amy Castro and Kit Lindsay share a story that goes far beyond the challenges of working together as a couple. It’s about communication, boundaries, complementary strengths, succession, and building a business valuable enough to eventually pass into someone else’s hands.

What You’ll Learn

  • How couples and family members can successfully work together in business
  • Why complementary strengths can become a competitive advantage
  • How clear boundaries help separate business conversations from personal relationships
  • Why assumptions can become one of the biggest communication problems
  • How Kit identified and developed an internal successor
  • The importance of Kit’s “3 A’s”: Attitude, Aptitude, and Ambition
  • Why succession requires owners to mentor future leaders and give them room to lead
  • How letting go of ego becomes part of a successful transition
  • Why building a business that can continue without you creates options for your future

Kit operated Lindsay Transmissions for 37 years before selling it to Cody, an employee who originally joined the shop at age 16 sweeping floors. After Cody expressed interest in ownership, they created a plan to develop his business skills and prepare him for the transition. Kit ultimately carried the note, and Cody paid off the business in four years.

A successful family business isn’t simply about working together. It’s about learning how to thrive together while building something that can eventually succeed without you.

Amy and Kit show how communication, boundaries, complementary strengths, mentorship, and the willingness to let go can help turn a family business into something worth passing on.

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/

 

 

]]> Inside the Role of a Performance and Accountability Team Leader [RR 1110] https://remarkableresults.biz/remarkable-results-radio-podcast/e1110/ Tue, 22 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1109/

Watch Full Video Episode

What does a Performance and Accountability Team Leader actually do inside a high-performing auto repair shop?

Nate McDonald of Empower Automotive gives us an inside look at a unique leadership position that connects inspections, client experience, team development, performance, and accountability.

As Sales Manager, Inspection Team Lead, and Performance & Accountability Lead, Nate isn’t managing from behind a desk. He’s working alongside his team, performing inspections, shooting videos, checking vehicles, answering questions, coaching younger team members, and looking for opportunities to improve the process.

Nate believes accountability becomes easier when you’re present. Working side by side with the team creates opportunities for quick conversations, immediate coaching, and reinforcing standards before small issues become bigger ones.

What You’ll Learn

  • What a Performance and Accountability Team Leader does inside an auto repair shop.
  • Why Nate views his sales responsibility more as hospitality than traditional selling.
  • How working “in the trenches” creates natural coaching opportunities.
  • What Nate has learned from mentoring Gen Z team members.
  • Why mistakes and questions are valuable opportunities for development.
  • How Empower Automotive’s daily “Take Five” aligns the entire team before the day begins.
  • How inspections connect the back of the shop with service advisors and the client experience.
  • Why performance numbers are openly discussed with the team.
  • How quick one-on-one conversations reinforce standards and accountability.
  • Why team members should have a voice in improving processes and efficiency.

A Performance and Accountability Team Leader doesn’t just measure performance. They help create it.

Nate’s role demonstrates the value of having someone close enough to the work to see what’s happening, coach in the moment, reinforce expectations, listen to ideas, and keep the team connected to the purpose behind the process. It’s not about waiting for the annual performance review or calling someone into the office every time something goes wrong. Sometimes leadership is a quick conversation behind a vehicle. Sometimes it’s answering a question during an inspection.  And sometimes it’s simply being willing to work alongside your people. Performance and accountability become part of the culture when leadership is present every day.

Nate McDonald, Inspection Team Lead and Performance & Accountability Lead, Empower Automotive, Traverse City, Michigan

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/

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]>  Your Comebacks Are Speaking. Great Leaders Listen. https://remarkableresults.biz/your-comebacks-are-speaking/ Mon, 21 Sep 2026 13:29:18 +0000 https://remarkableresults.biz/?p=46387 Every comeback has a lesson. The only question is whether you’re willing to learn it.

After more than 11 years of podcast conversations with shop owners, educators, coaches, and automotive repair professionals, one topic keeps coming up: Comebacks.

Most people see them as failures. The best leaders see them as feedback.

A comeback isn’t just another repair order. It’s a report card on your business. It reflects your training, your communication, your protocols, your culture, and ultimately your commitment to excellence.

That’s why your comeback log should be reviewed with the same discipline as your financial statements.

Both reveal trends. Both uncover opportunities. Both tell you where your business is headed.

If you’re paying attention, your comeback spreadsheet becomes less about yesterday’s mistakes and more about tomorrow’s improvements.

Look for the patterns.

Is there an education gap? Did the automotive repair specialist have the training and confidence to perform the repair? What classes have they attended? More importantly, how much of that training has been retained, and what education should come next?

Was enough time allocated for the repair? We all know the pressure to move quickly, but sometimes the fastest path to productivity is slowing down long enough to do the job right the first time.

Are certain parts or suppliers showing up repeatedly? Trends in component quality are worth tracking.

How effective was your Quality Control process? Was it intentional, or simply another box to check before delivering the vehicle?

Review your shop protocols. Every process deserves a procedure. If steps are consistently being missed, perhaps the procedure needs improvement as much as the person following it.

Was the repair assigned to the right level of competency?

And don’t underestimate the true financial impact of a comeback. Add together the labor, supplier warranty credits, rental vehicles, administrative time, production interruptions, and the cost becomes much greater than the repair itself.

Yet the greatest cost may never appear on a spreadsheet.

It’s trust.

Every customer interaction shapes the perception of your business.

When a customer returns because something wasn’t right, they may quietly wonder, “If this was missed, what else could have been missed?”

That single thought can weaken years of trust you’ve worked so hard to build.

One simple habit can reinforce that trust: call your customer 24 to 72 hours after the repair. Sometimes you’ll identify a concern before it becomes a comeback. Other times you’ll simply reassure the customer that you genuinely care about their experience. Either way, you’re strengthening the relationship.

There’s another cause of comebacks that rarely receives enough attention.

Communication.

You won’t find a column in your spreadsheet labeled “communication breakdown,” yet it may explain more comebacks than any failed part or missed procedure.

Communication begins with the first phone call. It continues at the service counter. It carries through the repair order. And it ends only when the vehicle is returned to the customer.

Was the customer’s concern clearly understood? Did the repair order accurately communicate the reason the vehicle was in the shop? Did the automotive repair specialist have the clarity needed to perform the repair confidently?

When communication becomes assumptions, assumptions become mistakes.

Finally, don’t let your comeback data sit quietly in a spreadsheet. Bring it into your team meetings. Review it at least twice each month. Not to assign blame, but to discover solutions.

Your team will often identify opportunities to improve training, tooling, time allocation, communication, Quality Control, factory service information, software, lighting, workflow, and shop protocols.

The goal isn’t to eliminate every comeback. The goal is to become the kind of shop that learns from every comeback.

Because excellence isn’t built by avoiding mistakes. It’s built by responding to them with humility, curiosity, and the commitment to improve.

As Vince Lombardi said:

“Perfection is not attainable, but if we chase perfection, we can catch excellence.”

Your comeback log isn’t a record of failure. It’s one of the most valuable leadership tools in your business.

]]> How to Develop a General Manager for Your Auto Repair Shop [THA 503] https://remarkableresults.biz/remarkable-results-radio-podcast/a503/ Fri, 18 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a502/

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

Watch Full Video Episode

How does a shop owner find, develop, and trust the right person to become their number two?

Shawn Gilfillan, owner and CEO of Automotive Magic, and Will Barkiewicz, General Manager and Integrator, share the evolution of a leadership partnership that started when Will applied for a technician position.

Shawn quickly recognized something beyond Will’s technical abilities. Their values around family, trust, service, and taking care of people aligned. Will eventually moved from running the maintenance center to becoming General Manager over both locations and the Integrator Shawn had been looking for.

Their story demonstrates that developing a number two isn’t about finding another version of the owner. It’s about finding someone with complementary strengths, then building the trust that allows both leaders to grow into their roles.

What You’ll Learn

  • Why core values can matter more than someone’s original job title.
  • How the Visionary-Integrator relationship works within EOS.
  • Why owners shouldn’t look for “another me.”
  • How responsibility and trust are earned over time.
  • Why a strong General Manager needs the freedom to push back on the owner.
  • How DISC profiles can improve communication and self-awareness.
  • Why standardized protocols create consistency as leadership responsibilities expand.
  • How a “Reboot” mindset turns mistakes into opportunities to improve the business.

Finding your number two isn’t about finding another you. It’s about finding the person who complements you.

For Shawn, that meant learning to hand over responsibility and allowing Will to “dance his own dance.” For Will, it meant earning trust through communication, accountability, and a willingness to take ownership when things didn’t go perfectly.

The transformation happens on both sides. The General Manager learns to lead, execute, and protect the vision. The owner learns to let go, become the guide, and gradually move responsibilities off their plate. You don’t hand someone the keys to the business overnight. You give them responsibility, build trust, and develop the leadership partnership one step at a time.

Shawn Gilfillan, and Will Barkiewicz, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Shawn’s previous episodes HERE

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/

 

 

]]> From Daily Profit to Long-Term Business Value [RR 1109] https://remarkableresults.biz/remarkable-results-radio-podcast/e1109/ Tue, 15 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1108/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

What is your auto repair business really worth, and are you building it to become more valuable every year?

Coach Chris Cotton, podcast host on the Automotive Repair Podcast Network, challenges shop owners to look beyond today’s sales and profits and start thinking about the long-term value of the business they’re building.

Many owners spend years on the operational hamster wheel, focused on car count, payroll, production, and this month’s bottom line. But when it’s time to sell, transition the business to the next generation, or simply step away from daily operations, buyers and banks look much deeper.

Chris explains why clean financials, documented systems, owner independence, and intentional succession planning can transform a shop from a business that provides the owner a job into an enterprise with significant transferable value.

What You’ll Learn

  • Why profitability and business valuation aren’t the same thing.
  • What buyers and banks want to see before financing an acquisition.
  • Why removing the owner from daily operations can increase business value.
  • How documented systems and protocols make a shop more transferable.
  • Why clean financial statements and tax records are critical to valuation.
  • Chris Cotton’s five stages of shop ownership, from daily survival to eventual exit.
  • How increasing capacity can grow value without necessarily adding locations.
  • Why succession and exit planning should begin years before you’re ready to leave.

Don’t just build a profitable shop. Build a valuable business.

Create strong systems. Develop leaders. Clean up the financials. Build capacity. Reduce owner dependence. And understand what your business is worth long before you’re ready to sell it.

Coaching to Valuation [E269]: https://chriscotton.captivate.fm/episode/cc269 

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

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/

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> Lean On Us! https://remarkableresults.biz/lean-on-us/ Mon, 14 Sep 2026 16:18:36 +0000 https://remarkableresults.biz/?p=46351 Do your clients know how much you care about the reliability and safety of their transportation?

Do they know they can rely on you to answer their questions about performance, noise, maintenance, warning lights, reliability, or that strange sound they just started hearing?

Do they know that you can be their “Google”?

Yes, they can ask you anything about their vehicle. Anything.

And you give them an answer. Maybe the answer is, “Bring it in and let us take a look.”

Maybe it’s, “That noise is something you should have checked soon.” Maybe it’s, “You’re fine. Keep driving it and we’ll take care of it at your next service.”

The point is not that you always have an immediate answer.

The point is that you are there to help them find the right answer. They can call you. Email you. Text you. Stop in. They don’t have to wonder who to ask.

They can lean on you.

“Lean on us” is more than a nice phrase.

In my mind, it is a maxim. A tenet. A foundation of your relationship with your clients.

Sure, they can ask their neighbor. They can ask the guy at work. They can search Google. They can watch a YouTube video. They can ask AI.

But who knows their vehicle? Who knows its history?

Who knows what has already been repaired, what has been recommended, what has been deferred, and what needs attention now? And, most importantly, who is looking out for their best interests?

You. That is a powerful position to own. You are not simply the place they go when their vehicle breaks. You are their automotive resource.

You are the professional they can turn to when they don’t know what something means, don’t know what something sounds like, don’t know whether something is urgent, or simply want advice.

That’s what “Lean On us” really means.

You don’t have to know everything about your vehicle. That’s our job.

Are You Saying It? Here’s the bigger question: Are we actually saying those words to our clients?

Maybe you don’t literally use the words “Lean on us.” That’s okay. But does your message communicate the idea? Does your website, in some way, say, “We’re here when you need us”?

Does your voicemail invite customers to call with questions? Does your service advisor tell a customer, “If you hear anything unusual, give us a call”? Do you make it easy for them to text you?

Do you encourage them to stop in? Does your marketing communicate that you’re a resource, not just a repair facility?

Because here’s something important:

Customers can’t lean on something they don’t know is there.

We spend a lot of time telling people what we do. Brake service. Oil changes. Diagnostics. Maintenance. ADAS. Tires. Electrical. Engine repair.

But perhaps one of the most important things we can tell them is much simpler:

We’re here for you. Give them permission to lean on you.

Tell them. Remind them. Put it on your website. Put it in your emails. Put it in your customer follow-up. Put it on your business cards. Put it in the conversations your team has every day.

And then back it up with action. Because “Lean on us” isn’t a marketing slogan if your team doesn’t live it. It is a promise.

Make it obvious that you’re not just another repair shop. You’re a professional automotive resource they can depend on.

Because when someone searches Google, asks AI, or gets advice from a friend, you don’t necessarily need to win the argument.

You need to become the person they trust to verify the answer. Do they know they don’t have to figure it all out themselves? If they don’t, maybe it’s time to start saying it.

Not necessarily with the exact words “Lean on us.” Say it your way.

But make sure your customers hear the message: We’re here. We care. We know your vehicle. And when you need us, lean on us.

And as we always say: Listen to Learn Just One Thing… and implement it!

]]> The Automotive Hiring Cycle: When and How to Recruit Top Technicians [THA 502] https://remarkableresults.biz/remarkable-results-radio-podcast/a502/ Fri, 11 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a501/

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

Watch Full Video Episode

What if the best time to recruit your next technician is when your shop isn’t looking to hire?

Lisa Coyle, CEO of Promotive, and Sam Freeman, Partner Manager at Promotive, reveal why automotive recruiting has a cycle, and why understanding when technicians are looking can give shop owners a significant advantage. Lisa and Sam explain how recruiting data, market timing, candidate behavior, and consistent relationship-building can create a much more proactive hiring strategy.

Download the 6 Month Promotive Hiring Insights Report for FREE: https://info.gopromotive.com/RRR

What You’ll Learn

  • Why technician recruiting has a cycle and why timing matters.
  • Why “post and pray” recruiting puts your shop at a disadvantage.
  • Why finding a top technician can take 60 to 70 days.
  • How local market data can improve your job postings.
  • Why you should recruit even when you don’t have an opening.
  • What may really be behind candidate ghosting.
  • Why a counter-offer doesn’t have to end the relationship.
  • How consistent communication can prevent first-day no-shows.
  • Why complicated hiring processes can cost you great candidates.
  • How the F.O.R.D. method can make interviews more personal and effective.

Great recruiting is about timing, data, and relationships. Don’t wait for an empty bay to discover you need a recruiting strategy. Understand when technicians are most likely to consider a move, know what candidates in your market are searching for, simplify your hiring process, and stay connected with good people even when the timing isn’t right. Your next great technician may not be looking when you’re ready to hire. The opportunity is to build the relationship when they’re ready to listen.

Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit https://gopromotive.com/

Meet Paige: The Auto Repair Industry’s First 24/7 AI Recruiter [THA 481]: https://remarkableresults.biz/remarkable-results-radio-podcast/a481/ 

Lisa Coyle, CEO of Promotive

Sam Freeman, Partner Manager at Promotive

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/

 

 

]]> Innovate or Stagnate https://remarkableresults.biz/innovate-or-stagnate/ Tue, 08 Sep 2026 16:10:32 +0000 https://remarkableresults.biz/?p=46336 Look around. Listen up.

There are new developments happening across our industry every day. New technology. New tools. New ideas. New ways of solving problems.

But innovation isn’t just about buying the latest technology. It is about asking a better question:

How can we do what we do better?

Innovations in technology can improve our Specialists’ productivity and problem-solving abilities. They can improve the protocols and systems we use every day. And when we improve those things, we have an opportunity to create a better experience for our team and our clients.

My friend G Truglia says, “Educate or Evaporate.” I believe “Innovate or Stagnate” comes from the same place, just from a slightly different perspective.

In fact, the education part of G’s phrase lands squarely on my phrase. You can’t innovate if you aren’t willing to educate yourself.

You have to know what is changing before you can decide what should change in your business. And there are more opportunities to learn today than ever before.

We have conferences, video learning, on-site education, peer groups, podcasts, webinars and training for virtually every role in your business, including the CEO.

One of the hottest areas of training and development right now is the Client Advocate role. We are learning more about how communication, technology and systems can work together to create a better client experience.

Look at what is already happening.

AI phone-answering systems can help answer questions and book appointments. Automated scheduling can make it easier for clients to do business with you. Workflow tools can improve efficiency. Specialized diagnostic tools can help our Specialists solve increasingly complex problems.

Shop Management Systems and Digital Vehicle Inspection platforms continue to add new features and capabilities.

But here’s the question: Are you using them?

Are you taking advantage of the tools you already have? Are you exploring the new features and upgrades that could improve your company’s offering with your current software tools?

Are you recording client and prospect phone calls and reviewing them to discover what went well, where communication broke down, and where opportunities were missed? And have you taken the time to understand how AI can help you as a CEO, not just how it can affect the front counter or the shop floor?

Craig O’Neill is engaging a Verbal Inspection Protocol, or VIP, a team-based approach to automotive repairs that utilizes an inspector and a scribe (apprentice), especially for Digital Vehicle Inspections.

Is there a place for something like that in your business? Have you ever asked your clients if they would like the option to make an appointment online?

Have you asked them whether they would be comfortable using an AI phone system if it meant spending less time on hold and getting an appointment booked faster?

Those are not technology questions.

They are leadership questions.

Technology is simply a tool. The real question is whether we are willing to rethink the way we work.

I’ve had many opportunities over the last few years to speak with innovators across our industry about new technologies, systems, and approaches designed to improve the client experience while increasing speed, efficiency, and consistency.  And I keep coming back to the same thought:

There is a tremendous opportunity in front of us.

But opportunity requires curiosity. It requires research. It requires education.

And sometimes it requires being willing to admit that the way we’ve always done something may no longer be the best way.

Don’t make the excuse that you don’t have the time to investigate what’s changing. Because the shop owners who make the time to learn, experiment, and improve won’t simply be keeping up.

They’ll be creating what’s next.

Innovation doesn’t mean chasing every shiny new thing. It means staying curious enough to ask:

Is there a better way?

Then, educate yourself enough to find it. And having the courage to implement it.

Innovate or stagnate. The choice is yours.

Always remember: Listen to Learn Just One Thing… and Implement It!

]]> The Power of Financing: A Growth Tool for Auto Repair Shops [RR 1108] https://remarkableresults.biz/remarkable-results-radio-podcast/e1108/ Tue, 08 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1107/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

What happens when a customer needs a $2,000 repair but doesn’t have the cash available today?

That moment can determine whether the vehicle gets repaired, the customer delays a critical service, or they take their business somewhere else. For automotive shops, offering flexible payment options can be more than a convenience. It can be a powerful tool for helping customers say yes to the work their vehicles need.

Kwane Stokes, Assistant Vice President and Relationship Manager in the automotive division at Synchrony, explains how the program can help shops remove financial barriers, increase repair opportunities, and create another reason for customers to return. Kwane also addresses why many shops still aren’t offering financing and how the biggest obstacle may simply be the assumptions advisors make about a customer’s ability or willingness to pay.

What You’ll Learn

  • Why financing should be presented as a payment option, not something an advisor decides a customer needs.
  • How the program’s average first and repeat purchase amounts demonstrate the potential impact on average repair order (ARO).
  • Why assuming a customer can’t qualify for credit can cause shops to lose needed repair work.
  • How monthly promotional offers can give shops another reason to communicate with their customers.
  • How advisor incentives and simple training can encourage more consistent presentation of financing.
  • What the upcoming “waterfall” financing model could mean for customers who aren’t approved through the primary credit program.

The biggest opportunity may not be finding more customers. It may be giving the customers already sitting at your counter more ways to say yes.

The key is removing the assumption that you know what a customer can or cannot afford. Present the options, explain them clearly, and let the customer decide what works for their financial situation.

For a shop, financing isn’t simply about collecting payment. It’s another tool for helping customers get the repairs they need while protecting the relationship and keeping the work in your shop.

Kwane Stokes, AVP, Relationship Manager, Auto Network, Synchrony

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/

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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