Carm Capriotto Remarkable Results Radio Podcast

RR 308: Mike Bennett from Mike’s Kars and an ATI Coach

Why Don’t Shop Owners Bring the Same Level Of Curiosity They Had As Techs To the Business Side Of The Business?

Mike Bennett from Mike’s Kars in Gettysburg, PA is a full-time business coach for ATI. His personal light bulb moment was when he realized he needed more training on business and leadership. That training changed his business. As Mike prospered he realized that he wanted to share his success by coaching other shop owners.

Mike say the best employees are empowered and understand their role and that great leaders show their people how to succeed. Learn what Mike believes is the most important part of building a great business and what happens when you gain control of your business.

THA 057: Your Profit & Loss Statement. Learn it. Love it.

The Power of Strong Financial Statements

No question that knowing the value of your Profit and Loss Statement helps you grow a strong, viable and profitable company. Many shop owners have not gotten intimate enough with the value of their financial statements.

The episode with Maryann Croce from Croce Transmissions in Norwalk, CT, Mark Roberts from Schertz Auto Service in Schertz, TX and Bob Greenwood, AMAM, president of Automotive Aftermarket e-Learning Center show the power of an accurate P & L.

We also talk about the Balance Sheet and the extreme value in accurate finical statements if you are going to sell your business or buy one. Also discussed is where on the P & L is it indicated that you can afford raises and that your emotions will try to override the numbers, because they tell the real story.

RR 307: Chris Cloutier – Entrepreneurial Lessons from a Serial Entrepreneur

Accept the Struggle and Find a Way to Continually Improve your Entrepreneurial Journey.

Chris Cloutier and I had a great conversation, passionate at times, on entrepreneurialism. Chris is a serial entrepreneur and has some wise words and experience at it. We talk bootstrapping, cash is king, the struggle, trusting your gut, leadership and even salesmanship. Don’t shy away from these topics – the discussion just may set you off on a better course. Chris has the scars, like all of us, which are the lessons we all learn as we march toward an improving and brighter future.

This interview is going to cement much of what you know about growing a business, and some of our talk will hit you, I hope, smack in your entrepreneurial soul and get you to understand the journey you are on a little better.

RR 306: The Young Auto Care Network Group – YANG

We’re In Good Hands.

Our future is all about incubating young people into our industry at every level from manufacturing, distribution to the service professional. Listen to three aftermarket professionals from the Auto Care Associations dynamic and vibrant under-40 set that finds its home with the Young Auto Care Network Group (YANG). YANG provides young auto care professionals in their twenties and thirties the opportunity to network with industry peers, enhance knowledge and improve leadership capabilities.

Joining Carm in this interview are Lisa Nazoyan, Mahle Aftermarket Inc., Farmington Hills, MI, JC Washbish, Director of Marketing, Automotive Aftermarket Auto Parts Alliance, San Antonio, TX and the Vice Chairman of YANG and Chase Baxley, Vice President of Product & Supply Chain, The Parts House, Jacksonville, FL who has also helped create YANG from the beginning.

THA 056: Your Ideal Customer – Defining Your Avatar

Your Idea Customer – Defining Your Avatar

Knowing your ideal customer is an important part of very successful businesses and helps define who you want as your customer. Commonly called your customer avatar, or your cardboard cut-out you are defining a customer that trusts you and are advocates for you.
These customers are least likely to stray are most likely to recommend you, because they are also advocates. You must talk to your ideal customer and find out what makes them tick.

In this episode find out the many ways you can connect with your avatar, a recommendation on how to get started and who to involve inside your company to help define who is your ideal customer. Hear from Ron Inchausti Coast Motor Werks in Irvine, CA, a multi-shop owner, Brian Weeks from [atc] Auto Center, a 3rd generation multi-shop owners from Augusta, GA and Patrick McHugh from Bimmer Rescue in Richmond, VA.

RR 305: Derek Kaufman – Joran Thompson – Living in a APP World

Chicago. No Car. No Problem.

Joran Thompson lives in Chicago and hasn’t owned a car for years. She does fine commuting to work, buying fresh groceries and dry goods. Her dry cleaning gets done, perfectly and on-time, and her latest IKEA purchase gets constructed. When she needs medicine, pizza or to wait in a line for a restaurant on a Saturday Night she just uses her smartphone. There’s an APP for all of her needs.

The story for aftermarket professionals is that all the miles Joran is not driving are being done by the services she contracts. Transportation as a Service will rack up the miles to support all the Joran Thompson’s who don’t own vehicles. Someone will need to maintain and repair those vehicles. It’s time to make those connections.

RR 304: The Battery Shop

Sell More Batteries. Training and Testing is the Key.

Join Michele Zgola the director of Marketing and Communication at Johnson Controls, Jim Bates the Aftermarket Training Center Manager also at Johnson Controls and Patrick Haynes, Executive Director at the Responsible Battery Coalition.

Learn about selling more batteries and how well the industry has rallied to recycle 99% of all batteries. Recycling challenges are coming in the future as lithium-ion batteries will need to be recovered.

THA 055: The Importance of Back Office Operations – Part 2

The Power Center of your Business is in the Back Office PART 2

Amy Mattinat, Jacquie Walter Hower, Maryann Croce and Kim Auernheimer discuss Human Resources and Marketing. Two very important responsibilities of the CEO and back office team.

Highlights: The legal document called an employee handbook, hire slow-fire fast, know your candidate’s personality and hire for a culture fit.

Track your marketing efforts, never shoot in the dark you may not be spending your money wisely. Have a good referral program for your advocate customer and your brand’s image needs to be consistent and must match the face you put in the web and social media. This group also shares some great marketing ideas.

RR 303: Jason Soto from Mobilesoft.com

There’s an APP for that!

Ever thought of connecting with your customer with your own APP. Did you know that a smartphone app is a retention strategy?

Ever thought of the challenges with social media to get your message heard? What if you could push a message to a user of your app? Will your customer have a stronger relationship with you if your app is on their phone?

Jason Soto from Mobile Soft Technology talks about the value of having your own smartphone app. Interesting concepts you need to know about. Learn about this tool and how it could work for you in your quest to create customers for life.

RR 302: Lisa and Kevin Eckler

Never Too Late to Get a Business Coach to Help Put the Business on the Right Path.

This interview is for anyone who started a business and took time to discover that their talent as a top technician didn’t help when it came to run a business. Lisa and Kevin Eckler from Foreign Car Specialists in Poughkeepsie, NY bring you a very raw and transparent story of their business evolution.

Kevin shared his story so that you will benefit. His business acumen wasn’t as good as his talent as a technician. He gives great advice to anyone who is struggling to make money.

Lisa is new to the business and they married four years ago. They took their blended family and business struggles head-on. Their story is fit for the ages and I know many can relate to the challenges they’ve overcome.

RR 301: Matt Purselle from Revolution

Treat every customer like you would your mother.

Matt Pursell the guy with the bow tie owns Revolution in Decatur, GA. As a Mercedes Benz and smart specialty shop his customers expect a level of service indicative of the brand of car they drive. Matt shares how they deliver exceptional customer service. The growth rate in the business is 10% with no advertising budget for new customers and referrals has driven his success.

Matt also stands out as a differentiator in other ways. Imagine if you will it is July and you are a customer, you just may go home with a vegetable right from the Revolution garden. How cool is that? Matt explains they grow their customers like they grow their vegetables. His culture and customer service in his company is built upon this premise: Treat every customer like you would your mother.

RR 300: 300th Retrospective: Interview with Host Carm Capriotto

The 300th Episode Retrospective

For the first-time podcast host, Carm Capriotto is in the interviewee seat. Seven aftermarket professionals ask Carm questions that discover the attributes and purpose of the aftermarket’s premier podcast. He shares some very personal stories and chronicles some behind the scene moments.

You’ll learn about what makes Carm tick, how it all started and what his thoughts are for the future. He is so proud of the audio library made up of the voices of the aftermarket. The guests who trusted Carm to get their story told so that all ships rise, is the pure foundation of the value of the podcast to the industry.

THA 053: Improve Communication Between the Service Advisor & Technician

Many Problems Are Found in A Lack Of Communications; Therefore Good Communications Can Prevent Come Backs.

Improving Communications Between the Service Adviser and Technician with Jude Larson from Valley Repair in Tenino, WA and also with JML Real Solutions, also Darrin Barney, Owner of Barney Brothers Off Road in Grand Junction, CO and Donnie Carter, Service Manager at Little Wolf Automotive in Waupaca, WI.

Communication is an important tenant in any service business. It is up to the service advisor to bring the ‘novel’ to the technician. Listen hard to the customer and write down the details of their issue or concern.

Technicians results are dependent on getting a good path to follow. Give them a great opportunity to succeed with clear in-depth information. Techs need to do their part and provide clear information back to the service advisor to support the recommendations they are going to provide as a value to the customer.

RR 299: Christopher Petersen from Northwest Automotive

Shop Owner For Only 2 ½ Years Makes Big Moves: Buys a Building And Retrofits It Into a State Of The Art Facility.

Christopher Petersen from Northwest Automotive in Kalispell, MT has only been a shop owner for 2 ½ years. A twenty-two-year industry veteran, Chris made the leap to shop ownership and found himself owning two properties. He shares the story and explains that his bank showed the confidence in him to support these transactions.

Good take-a-ways here on DVI, and staying on the cutting edge of change. Chris says If it is not documented, then it didn’t happen. He’s got a porter on staff and he shares how important his people are to his culture and that his loyal and happy customers are a direct reflection of him putting his people first.

RR 298: Mark Roberts from Schertz Auto Service

Shop Owner and Serial Entrepreneur Shares His Business Story.

Mark Roberts of Schertz Auto Service in Schertz, TX tells his story when the entrepreneurial bug hit him; he was 15 years old. Mark shares his journey and outlook on life and business.

He’s getting ready for his second branch and has implemented a succession plan. He shares his very strong outlook on family and the family unit in his business.

Mark talks about his culture, his techs pay plan, work-life balance, how his DISC profile works so well with his manager and his philanthropy efforts. He’s set up a trust to invest back in community and people.

THA 052: Lessons I Learned When I Sold My Shop

Lessons I Learned When I Sold My Shop

Three former shop owners tell their story on selling their business. With Margie van Lierop, Formerly of Beach Cities Garage in Laguna Hills, CA; Scott ‘Gonzo’ Weaver formerly of Superior Auto Electric, Tulsa, OK (You also know Scott from Gonzo’s Tool Box) and Dave Winters formerly of Swedish Automotive in Seattle, WA, share their experience.

Among the talking points, confidentiality, transparent and normalized profit and loss statement, valuation, business broker, asset values, being a landlord and eventual tax liability, among others.

RR 297: Jay Goninen from Find A Wrench & Find A Mechanic.com

Finding and Recruiting Technician Talent for Your Shop

Jay Goninen from Find a Wrench and Find a Mechanic.com brings his experience as an industry veteran and recruiter to the Remarkable Results tribe. We have a wide-open discussion on recruiting, job descriptions, why people leave and the value of a good work environment.

Among other discussion points that help you keep your people or help your recruiting effort is offering a path for growth, more responsibility, more money, and benefits. Jay feels that your shop needs to have a unique differentiator to attract top talent.

From a technician’s perspective, they usually don’t promote themselves so creating a good resume and posting it on a job board is something he helps techs with.

He says you should always be recruiting. It is like a 5-star football recruit for your college sports program. You will look at every resume and do every interview.

RR 296: The Digital Shop – A Discussion | Sevart | Connor | Kleinschmidt

The Digital Shop: A Discussion.

If you are contemplating the future and know you’ll need to get there maybe sooner rather than later this roundtable discussion has a lot of information for you. Panelists are Joe Sevart from I70 Auto Service from Kansas City, MO, Bill Connor the General Manager form Craig’s’ Car Care in Allen, TX and AutoVitals CEO Uwe Kleinschmidt.

There are many important info points here to help you and guide you in this inevitable change to your business that will be as important as having lifts in the bays. You may not be ready to implement a totally digital inspection, CRM, and workflow system, however, you’ll want to invest the time in this episode, to you keep your learning curve high and hear from shop owners who have done it and are so happy they did.

The digital strategy is to have the service advisor to do more advising and less busy work. Digital also allows the customer to be anywhere and still see the problems via still pictures and videos.

THA 051: First Moves When Opening a New Shop

Find A Blue Print Outlined For Finding Success If You Are Going To Open An Automotive Aftermarket Service Repair Shop.

There is some secret Sause shared here including a few preferred methods on how to start, setting up your spending plan, how important location is and the need to know the demographics of that local community. Is the income level such that money can be spent on vehicle service and maintenance?

We talk financial, (knowing your numbers) debt, cash flow. All very important parts of a CEO’s responsibility. May great technicians, who are unemployable, strive to start their own business because they want to do things their way. Most find out it is not an easy task. There are responsibilities beyond financial and cash flow like, marketing, the tax man, HR laws and that is just the tip of the iceberg.

This panel does a great job of explaining the challenges you’ll need to deal with, so you can find your successes sooner rather than later. It is a slow process, but success shouldn’t take years to achieve.

RR 295: David Eschbach from Spirit One Group on the Service Advisor

The Four Cornerstone Approach to Service Counter Success

David Eschbach shares his method for improving the relationship and experience with the service advisor and customer.

Here is an in-depth discussion on improving your service counter. It is no secret, we have great people on our service counters and a regiment of training brings fresh ideas and helps tighten your customer relationship.

David shares his Four Cornerstone approach to service counter success. It is a simple process as we look to your customer and discover: What is Broke, Why is it Broke, and then give them a Statement of Benefit and Recommendation and finally Explain How are we Going to do the Repair. Of course, money is a byproduct of a great service experience.

THA 050: Finding The Right Business Coach

Finding The Right Business Coach.

A strong group of successful service professionals credits a business coach or consultant for their success. This Academy panel is in agreement on the steps you must weigh when considering hiring a business coach or consultant.

Be prepared to put your pride on the shelf and learn how to grow your business to new heights. Let the coach Identify your problems with profit, productivity, training, marketing, pricing labor and parts among others.

Your coach will teach you how to identify your problems and show you ways to fix it yourself. Business coaches/consultants help business owners develop skills to become reliant on their own. You will also be held accountable for your goals and production.

RR 293: Brin Kline, AAM form Assured Auto Works

Shop Owner Stays on the Cutting Edge of Automotive Technology

Brin Kline owns Assured Auto Works in Melbourne, FL but never misses a technical training class presented by a top industry trainer. He can’t take the technician out of his business owners mindset.

Brin has set his goals to be a technical instructor at Vision KC some day. He works very hard on learning the technical side of the automotive. A proponent of day-time training and a member of many industry advisory councils like iATN and CTI.

Brin believes that every technician should take a business course to understand how business operates.

RR 292: Technician Round Table – Part 4 – Heipp – Landry – Fanslow – Meyers

Wide Open Discussion from Three Aftermarket Technicians and One Who Left the Industry.

As usual, these guys brought their opinionated selves to the interview, yet spoke from the heart about topics they are passionate about. Some no holds barred discussion points. There are times where there is no sugar coating and that is good to embrace all sides of an issue.

Matt Fanslow, Bob Heipp, Peter Landry and Tom Myers openly discuss some very hot and touchy subjects that affect all aftermarketer’s.

Just a few of the topics we discussed, shops charging for diagnostic time, opinions on social media, a discussion on augmented reality. They discuss that techs need to help the business owner make money, and therefore owners should share in the wealth. We talk about shop owners training their top and best-vested technicians and talk pay and benefits.