THA 009: ASE Value Proposition -Consumer -Shop Owner -Technician

Do the consumers, technicians and shop owners appreciate the value ASE brings to the aftermarket? This Academy forum takes on this question.

Join ASE’s Trish Serratore and shop owners Amy Mattinat and Eric Carlson in an important discussion on the value proposition of ASE. We talk consumer education, the importance of messaging from the top down has a big factor if the technicians will keep up their certifications and become a Master Technician. The discussion flows to consumer awareness and the new ASE site geared to consumer knowledge and awareness of ASE.

ASE has been around since 1972. They are the only industry driven credentials in the industry. Getting behind ASE certifications will be a strong differentiator as technology and the skilled workforce

THA 008: Concierge Service – The Next Frontier

Is Your Customer Service Exceptional? Need to Lead in Your Market?

The Academy panel discusses a commitment to customer service that must start from a quality business culture or code of conduct. Learn about certain tactics that will make your shop stand at the top of the list as you show your customer uncompromising differentiation.

THA 006: Managing a Negative On-Line Review

These industry colleagues agree to never ignore and learn from a bad review.

Bad reviews do happen and these are great learning moments for the entire company. Every segment of the company is under scrutiny with a bad review. From business culture, your customer service commitment, your processes, procedures and systems.

It is also important to be sure you are doing business with your ideal customer. Not every customer was meant to do business with you. Create your ‘avatar’ customer and stick to it.

THA 005: Must Attend Training Conferences

Having a strong training culture is an important discussion point in this Town Hall Academy.

There are many choices for aftermarket technical training. Technicians need to schedule a minimum one major event a year. Our panel of experts touch on the need for training policies, budgets and supporting the vendors that make these events affordable. Also discussion points on Vision Hi-Tech Training and Expo and Automechanika.

RR 232: Dennis McCarron – On Sales

Do You Have the Technique to Close More Sales?
 
If you sell service or tires Dennis McCarron says, “The person who controls the sales process is the listener.” Dennis brings his passion for behavior analysis to this episode that can be titled the ‘Psychology of a Sale’. You will learn a formula to improve your selling technique.
 
Our customer doesn’t come in wanting to buy something.  It is not about your ability to sell but how skilled you are to present the solutions. If you present a product to a customer that solves three of their needs the probability is high to close.

All aftermarket organizations are sales organizations. Dennis brings a great perspective to appreciate the sales technique. This is Dennis’s second appearance on the podcast.

RR 231: Tony Tatich from TMT Complete Auto Service Center

How do you integrate a second-generation millennial into a succession plan?

Tony Tatich from TMT Complete Auto Service Center in Bremen, IN shares his view on the family business and the aftermarket from a millennials point of view.

Hear Tony talk about his Dad, the business, the industry and the future. It is a big business in a very small town.

He’s doing a lot of things right. See how many you agree with.

THA 004: Preparing Your Business For Sale

Preparing Your Business For Sale brings real world experience from a shop owner that just sold his business, one that is starting his succession plan and a business coach and consultant to bring the objective and metrics to this discussion.

Join Gary Plimmer, Ron Haugen and Bob Greenwood for this very frank and game changing Academy forum.

THA 003: Top Qualities of a Service Adviser

The service adviser has an important role in the automotive service industry.

Listen to a discussion with Ron Haugen from Westside Auto Pros in Des Moines Iowa and John Epstein from John’s Automotive Care in San Diego, CA.

Why should advisers understand and monitor their benchmarks, establish goals, and have access to them? They need to be able to connect with a broad range of people and personalities to include the customers, fellow coworkers and vendors. Service advisers also need to be able to stay calm under pressure and handle all the minor details. Many more learning moments presented by your industry colleagues.

THA 002: Resolutions

Resolutions are set at the beginning of the year and broken within weeks. This discussion from your industry peers shows how to create and hold on to your resolutions/goals and make things happen.

Join Barry Barrett Director of Training at RLO, Bill Nalu owner of Interstate Auto care in Madison Heights, MI and Jerry Kubitsky from Summit Transmission of La Mesa, CA

THA 001: How to Improve Customer Loyalty

All business strives to build customer Loyalty.

In this episode we talk with Jody DeVere, CEO of Ask Patty, shop owner Greg Skolnik from Motor Works in Rockville, MD and John Eppstein owner of John’s Automotive Care in San Diego, CA.

Jody, Greg and John shared their tactics and strategies to build a loyal customer following.

RR 230: Technician Round Table Part 2 -Heipp – Landry -Fanslow

What do Three Diagnosticians think about Silver Bullets, Critical Thinking and the Future of Diagnostics.

Bob Heipp, Peter Landry and Matt Fanslow, bring a big dose of their passion to the second technician round-table. This discussion generated talk on important and trending topics, that for these working techs, are important.

In this episode Bob, Peter and Matt expressed their feeling on technician pay, computer skills, augmented reality, and flat rate among others. There are over 20 key talking points. Invest in understanding how these three professional technicians and trainers look at the industry, especially the commitment to perpetual training and for creating a better and sustaining aftermarket.

RR 229: Ciara Pegoda – Leadership 2.0 – Part 3

Spotlight Leadership 2.0 the University of the Aftermarket Executive Level Course as told by Ciara Pegoda.

Leadership 2.0 is an intense and intellectually challenging two-week executive development and learning experience deeply rooted in the theoretical and practical application of automotive aftermarket leadership principles.

Listen to the inside story through the experience of Ciara Pegoda as she walks you through the intensive two week course. This is a three part series with part one the covering the first week, part two covers the course project and part three the final week and project presentation.

RR 228: Ciara Pegoda – Leadership 2.0 – Part 2

Spotlight Leadership 2.0 the University of the Aftermarket Executive Level Course as told by Ciara Pegoda.

Leadership 2.0 is an intense and intellectually challenging two-week executive development and learning experience deeply rooted in the theoretical and practical application of automotive aftermarket leadership principles.

Listen to the inside story through the experience of Ciara Pegoda as she walks you through the intensive two week course. This is a three part series with part one the covering the first week, part two covers the course project and part three the final week and project presentation.

RR 227: Ciara Pegoda – Leadership 2.0 – Part 1

Spotlight Leadership 2.0 the University of the Aftermarket Executive Level Course as told by Ciara Pegoda.

Leadership 2.0 is an intense and intellectually challenging two-week executive development and learning experience deeply rooted in the theoretical and practical application of automotive aftermarket leadership principles.

Listen to the inside story through the experience of Ciara Pegoda as she walks you through the intensive two week course. This is a three part series with part one the covering the first week, part two covers the course project and part three the final week and project presentation.

RR 226: Connected CARS Detroit May 2017 – An Overview

The Future is Now. Are You Preparing for the Future of Automotive Repair?

Held in Detroit on May 18th & 19th, 2017 and presented by ASA, Automotive Service Association, Connected CARS (Congress of Automotive Repair & Service) and organized by Donny Seyfer. This training conference brought industry trainers, automotive engineers and service professionals from all parts of North America to learn about rapidly advancing vehicle technology. Participants got an important glimpse into the world of the connected car with in-depth and detailed looks at ADAS, Next Gen Vehicle Networks and the future of diagnostics.

Listen to a compilation of seventeen of your industry peers as they discuss their reaction to this top industry event. There is no time like now to best understand the speed and gravity of technology. This conference helped serve up the enormous opportunities that lie ahead for the ‘connected’ service professional.

RR 225: Jose Gonzalez – Educator

When you have big goals, and are determined to make a difference you can do just about anything!

Jose Gonzales was a working technician for 16 years for a dealership and an independent. He always admired automotive trainers and that motivated him to become an instructor in post-secondary. While he was was teaching, Jose completed his AAS degree in automotive technology then switched to become an instructor in secondary education (high school).

As if that wasn’t enough, Jose then completed his bachelors in business administration. When you hear Jose tell the story, you’ll realize he has a master plan and his moves were calculated and resolute. He loves teaching and is preparing for even more opportunities in the future.

Jose Gonzales is an educator who is shaping our future technicians, yet he says there are challenges to get some students to move to post-secondary or college level; he explains in the interview. Jose counts Jim Morton as an important mentor to him.

RR 224: Family Business: Three Dads Point of View

Aftermarket Family Business Dynamics. The Dads Speak About Their Family Business and Their Role and Relationship with their Sons.

Service professionals Terry Beachler, Gary Pontious, Sr. and Joe Palermo discuss their family business and the relationship with their sons. Many know that family dynamics is so rewarding and can also have their challenges, however if you make it work the results are personally gratifying.

I’m grateful to the three sons for gathering their dads for this interview. There are many great talking points; traits that they share with their son, the dads’ current role in the business, who is the bigger risk taker, how they see new technology, managing the numbers, the importance of communication and trust and special advice for all family business.

Simple Solution to Minimize Cooling System Comebacks

Simple Solution to Minimize Cooling System Comebacks Bobby Bassett, the Manager of Training North America for Gates Corporation shares important facts about cooling system repairs.  LISTEN HERE. Bobby provides the simple secret to maximize customer satisfaction when you replace a water pump. The stats on alleged defective water pumps is staggering and that is why…

RR 223: Family Business: Three Sons Point of View

Aftermarket Family Business Dynamics. Second and Third Generation Service Professionals Speak About their Role and Relationship with their Dads.

Brett Beachler, 3rd generation join second generation sons Tom Palermo and Gary Pontious, Jr. in a discussion on the family business and their father son relationship. The aftermarket is mostly lead by family businesses and many business owners are contemplating succession.

Learn how these three sons have grown up in the business and how they see their role and what their dad has taught them about leading into the next generation.

RR 222: Dwayne Myers from Dynamic Automotive

Vice Chair of CCPN is Honored as a 2017 ASE/Autocare World Class Technician

Dwayne Myers tells his story that starts in the Army and ends with the 2017 ASE/Auto Care World Class Technician Honor. It seems that everything Dwayne Myers did in his career helped pave the way to this recognition.
 
A partner in the four-shop operation Dynamic Automotive in Frederick County, MD, listen to Dwayne’s message that anyone can have success. He says, “Don’t be afraid to give up the good to go after the great.”
 
Dwayne shares some great wisdom on Dynamics commitment to training and building a team. He sees a bright future for all shop owners and provides a great piece of management wisdom: ‘Never Talk Mad’.

RR 221: Bill Greeno from Quality Automotive & Smog

An Unyielding Commitment to Customer Service is Facilitated through Communication Education.

Bill Greeno from Quality Automotive and Smog in Truckee, CA and a business consultant with a focus on leadership and management is big on communication. He and his team work hard on building strong internal communication, that he says makes huge difference in his unyielding customer service.

He also believes that having a satisfied staff is pivotal to customer service success. Having a shared vision is at the core of this. Their Vision Statement is “Your Trusted Local Auto Care.” Their service related conversations revolve around their Vision Statement and it is the launch pad for discussions regarding new ideas and/or changing a policy or procedure.

RR 220: Barry Barrett & Tom Ziglar

Selling and Personal Inspiration Times Two! Join Two Sales and Personal Improvement Trainers that Speak Directly to all Aftermarket Professionals.

Barry Barret, Director of Training at RLO and a Ziglar Legacy Certified Coach and Tom Ziglar, CEO of Ziglar Inc. bring their personal improvement passion as it relates to all automotive aftermarket professionals.

We talked about ‘The Wheel Of Life’, The fastest way to success is to replace a bad habit with a good habit, how to create a perfect start to your day, Zig Ziglar stories and much more. Enjoy a very inspirational episode that could become one of your most listened to interviews.

RR 219: Nick Lenhart from Lenhart’s Service Center

Fourth Generation Millennial in Partner With His Dad Speaks to the Challenges of Succession, Debt Management and the Changing Industry.

Nick Lenhart from Lennart’s Service Center Tire Pro’s brings a very honest and transparent discussion to the table. On top of the legacy customer service that Lenhart’s is known for they are big in community philanthropy. Nick shares the story on one key tool they use to do community outreach.

Nick shares why they made a move to Tire Pros and that their move to DVI was important and rewarding. He explains the strategy he uses on social media why improving his balance sheet is important to his dad’s succession plan with him and the value he places on networking and twenty groups.

RR 218: Rick Escalambre, Educator – Trainer

We call aftermarket professionals independent and that mislabeling has a negative impact on the industry.

Rick Escalambre the 2015 Vision Educator of the Year, retired two years ago from Skyline College and is busier than ever as an adjunct professor and contract trainer.

He is an author and member of NASTF Education Committee and involved in the educators think tank at Vision KC among others.

Rick is very outspoken on licensing and having a standardized training model in post-secondary education. Among the talking points: getting involved in education, shops recruiting at the college level, and creating strong apprentice programs. This career educator will have you thinking hard about his perspectives.

RR 217: Stacia Hamp from Community Auto

Father & Daughter Team Keep their Strong Culture at the Forefront of their Shop and Get Recognized by BBB with their Highest Honor.

Stacia Hamp and her dad Eric Warrington have worked together for 13 years. They’ve forged a strong working relationship and the business has blossomed.

Stacia’s dad Eric, built the business on trust and ethics. She says dad has the heart of the business culture firmly in hand and no better tribute than in being recognized as the winner of the 2017 Northern Colorado Better Business Bureau Torch Awards for Ethics in the Small Business Category.

Stacia talks training, the value DVI has brought to their business, the value of having a mentor, how dad and daughter bring their diverse personalities into a perfect focus for the business among many more key talking points.