Welcome to ASA Technology and Telematics Forumn 2019 and this episode contains transformational information that you’ll need to know and want to know.

Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years.  Bill collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill has been a big contributor to the podcast and he currently serves on several industries and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone.

Bill Nalu’s Previous Episodes HERE.

Frank Leutz from Desert Car Care in Chandler, AZ.  Frank has a weekly radio ‘call in show’ called ‘Wrench Nation’. Frank also does a video feature called ‘Inside the Garage’ where he discusses vehicle failures and cures.

Listen to Frank’s previous episodes HERE.

ASA Technology and Telematics Forumn 2019

Key Talking Points:

• Access to data
• The psychological effect of autonomous vehicles- pedestrians crossing, security testing etc
• Augmented reality in testing- simulated
• Supply and demand- tech shortage, fewer vehicles on the road but those vehicles will be running more mileage. Less traffic congestion, smarter vehicle communication
• Dealerships locking data from independent shops will have negative effect on both
• GM strategy- zero congestion, zero emissions, and zero crashes in future
• Technology is the new cornerstone of our industry
• Discussion of Turo
• Balance of cybersecurity and access to data

Talk soon,

Resources:

• Thanks to Bill Nalu and Frank Leutz for their contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In    Email    Events    Speaking

Subscribe to a mobile listening app HERE.

Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders.

Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visiting www.NAPAAutoCare.com.

ASA Behind the Scenes. Roy Schnepper from Butlers Collision, Roseville, MI and outgoing chairman and I caught up at the annual ASA Member meeting in Dallas, TX. Find out who the new chairman is and where the Technology and Telematics Forum will be held this year.

• ASA Annual Meeting 
• Networking
• Leading edge training
• The only association with both mechanical and collision members
• ASA meetings are all about education
• AMi is now working with FCA
• Ray Fisher new Executive Director is doing a great job
• ASA Launched its own APP
• There is a technology and Telematics Forum coming up in September 2019 in Troy, MI

• A special thanks to Roy Schnepper for sharing his passion – For The Record.
• Books mentioned in the content library HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Email Carm HERE.

Be socially involved and in touch with the show:
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This episode is brought to you by FlexCheck Auto Digital Vehicle Inspection Software.

Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable.

FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video, and vehicle specific notes about a vehicle’s condition can be shared quickly with vehicle owners. This simple, fully customizable system is designed to operate on any Android device. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners.

Today’s vehicle owners want to receive their vehicles health status electronically, this makes FlexCheck Auto the most transparent way to do sell auto repair. Try it for free for 30 days! Go to FlexCheckAuto.com to learn more.

Download the Remarkable Results Radio listening APP for your smart device:

Privacy, Data Ownership and Cyber-security are the issues raised with the legislation and it threatens the whole automotive aftermarket.

Looking for more information on cybersecurity and data ownership?

ASA and the Alliance of Automobile Manufacturers will be hosting a one-day event September. 12, 2019 in Troy, MI. Registration is now open! LEARN MORE AND REGISTER:  https://asashop.org/education-events/technology-telematics-forum/

Taking The Hill Website

ASA Web Site

Robert L. Redding Jr., ASA Legislative representative –Bob has represented the Automotive Service Association, from their Capitol Hill office, since 1993.  He has received presidential appointments to several Federal Advisory Committees at the United States EPA, DOJ, Department of Labor and the U.S. Department of Transportation.

Bob has represented the Automotive Service Association, from their Capitol Hill office, since 1993.  He has received presidential appointments to several Federal Advisory Committees at the United Sates EPA, DOJ, Department of Labor and the U.S. Department of Transportation. Previous episodes with Bob HERE.

Frank Leutz from Desert Car Care in Chandler, AZ.  Frank has a weekly radio ‘call in show’ called ‘Wrench Nation’. . Frank also does a video feature called ‘Inside the Garage’ where he discusses vehicle failures and cures. Listen to Frank’s previous episodes HERE.

Brin Kline is the owner of Assured Auto Works in Melbourne, FL.  His career in automotive repair spans 17 years with nearly 8 years as an owner.

Brin’s journey to becoming an advocate for improving the automotive repair industry at the national level began when he started to attend conferences and training.  At these events, he rubbed shoulders with amazing people who, recognize the need for a national automotive repair industry step-by-step protocol for entry-level recruitment and training, continuing education events, and conferences, sharing of case studies, and helping businesses grow. Find previous episodes featuring Brin HERE.

Key Talking Points

• Shop owners must understand that it is time that someone has to pay attention, educate and protect your clients as it relates to ownership and access to their data. Privacy, Data Ownership and Cyber-security.
• Policy makers don’t understand how data affects repairs
  • We must ensure that our policymakers don’t overreact or reach too far.
  • We need to be careful because once the bill gets signed it will take the next five years for them to revisit it. We will be stuck with that policy
• Data Access, Think Telematics?
  • One of the pieces not covered in the 12-year right repair service information battle
  • As a shop owner, we hear it but we don’t know what it’s all about 
  • The legislation issues concerning Privacy, Data Ownership and Cyber-security.
• Cyber-security protections are growing in California
• A major concern as an industry is overreach and we are collateral damage
• In an effort to protect consumers, the policymakers go too far.
• Regarding privacy, there must be some separations
  • 3rd party providers
  • OEM Websites
• We don’t want anything to interfere with our current business model.
• The industry must get behind efforts being mounted in Washington
  • Developing coalition, Writing campaign, and Visits to Washington
  • Part of this is also education when the policymakers go home, they must hear from shop owners and understand that access is critical for the consumer and to maintain safe and reliable transportation
• The previous Administration ordered a guideline for cyber-security which allowed for 50 state laws potentially dealing with our issues which is not workable
• We need the Federal Government to lay out  guidelines for cyber and privacy
• Owners with multiple shops will have problems if their shops are located at different states.

California Bill

• It is about dealing with consumer privacy.
• A bill passed last summer is going to impact businesses
• This could happen to different states
• Michigan tapped into this

Privacy is important

• Consumers deserve privacy
• Within the framework of a vehicle, rolling smart technology privacy becomes a huge issue
• We need to have a reasonable and effective way to handle the motoring fleet
• Some consumers do not want delicate data on their vehicles shared
• Insurance companies now have access to some data through 3rd party providers
• As an aftermarket, we need to be involved, at a reasonable cost, in order to fix these vehicles as we have without compromising our business model.
• $450 – $800 Billion Dollar Industry regarding 3rd party data monitoring cloud-based

Cyber-security

• On the root level, protecting your WiFi
• Having a process as it comes as a security policy
• OEMs have to provide shop owners a path
• Everyone is trying to figure out their place as we move forward including new car dealers
• Privacy piece will drive everything and data access will have to be addressed at some point

Resources:

• Thanks to Bob, Frank, and Brin for their contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events    Speaking

Subscribe to a mobile listening app HERE.

This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com

Ray Fisher is the Executive Director of ASA. Ray has ben on the job since January 2018. He has served the industry in varied roles, has been president and executive director of ASA-Michigan since 2010. In addition, he served as a body shop manager for more than 20 years, assistant parts manager, and an expert witness for a local law firm regarding collision repair and processes.

Fisher is an Accredited Master Automotive Manager (AMAM). He has extensive legislative experience, driving key issues for ASA-Michigan members on sales tax issues and shop licensing. His recognition and contributions to the organizations he served have resulted in numerous awards, including the ASA Affiliate of the Year Award in 2018, ASA Legislative Award in 2015 and 2016, as well as the I-CAR Founder’s Award.

We talked professionalism, the fear of the unknown and our aging workforce. Look for Ray’s other episodes HERE.

Key Talking Points:

• Ray is excited about his new position/opportunity as Executive Director of ASA National
  • He is doing a road trip to meet many members in the local chapters (networking)
• Professionalism is critically important for the growth of our independent aftermarket
• Fear of the unknown is gripping our shop owners – business acumen and technology changing at rapid speed
  • Owners staying ahead of curve and seek opportunities- running a better business
  • Increased specialization
  • Where do service professionals get their ‘credible’ information to help their business
    • Networking is an important tactic
• Finding time in your life to do all that is important up to and including networking
• Networking is a broad term and means different things to people. It can be a powerful tool for a successful business person
• Association- join to get involved
  • Value for the industry- listening to members and moving forward with concerned issues
  • Prioritize time for training and associations- investment into future
  • Benefits of networking
  • Country club golf analogy- country club provides an opportunity for golf but can’t be a better golfer if you don’t use the opportunity to play and practice
• The aging workforce will have a huge impact on the industry.  

Resources:

• Thanks to Ray Fisher for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In    Email    Events    Speaking

Subscribe to a mobile listening app HERE.

Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders.

Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visiting www.NAPAAutoCare.com.

Sherri Stock’s love affair with cars began in High School – the object of her affection: a beautiful, blue 1971 Chevy Nova Super Sport. She didn’t know it at the time, but her high school crush would turn into a life-long passion and a great career.

After graduation, Sherri enrolled in the Automotive Technology program at Southeast Community College, Milford Campus and was the second woman to graduate from the 18-month course. She also completed the Parts Management program. Sherri worked her co-op quarter at Gotfredson Chrysler-Plymouth (which later became Russwood) then moved to Columbus and became the Parts Manager at the Dodge Dealer.

After 3 years, she moved back to Lincoln and was with Gotfredson-Russwood until 2012. Sherri started in parts as the Wholesale Parts Advisor and after a year moved into the Parts Manager position. In 1997, Sherri became the Service & Parts Director. After Russwood announced its closing, Sherri purchased all of the shop tools and equipment and decided it was time to open her own place. She invited Jared McPike to be her partner and we haven’t looked back. Her son Chris will also take an ownership role and is part of her succession plan.

Sherri’s Why – Just as her shop has grown and evolved so has her ‘Why’. At first, after the dealership closed, it was about creating a job for herself where she could continue to help the customer base she had built over the past 25 years. She also needed to develop a future retirement strategy. Shortly after opening, the shop experienced rapid growth, then her Why became about making sure the fabulous people she worked with had a safe, stable environment to work and grow in. Complete with continuous training and great benefits while making a great living to support their families and plan for their futures

Now it’s about grandkids and training. Her son Chris and partner Jared will take over more ownership duties. Sherri wants to have time to spend with those grandkids and wants to give back to the industry that has provided a wonderful career and life for her and my family. I have been working on getting the word out about the need for more technicians and all the various jobs available in the automotive industry.

Sherri is also working to change the image of the technical field by educating consumers on the sophisticated systems on their vehicles and the continuous training, education and intelligence needed to repair them.

Key Talking Points

• Recipient of 2017 service facility of the year from ASA Midwest
  • A community garden at the shop for customers
  • Cover expenses for training for technicians and get paid to go
• The culture of business driven by love
  • Coworkers turn into family
• Hire employees based in ethics, beliefs and passion for the industry
  • Required to have 40 hours of training a year program (60 hours next year)
• 25 years at parts and service at a dealership
• Training commitment and requirement for tech at 60 hours a year.
• Succession Plan
  • Jared McPike: Partner in business
    • Worked as a car washer at the former dealership with Sheri
    • Trained as a technician (Chrysler Apprenticeship)
    • Now owns 15% of the business and being groomed as a successor
  • Son, Chris Stock
    • Started PT, now service writer and will soon buy into the business with Jared as well
    • Sherri has a business coach for them.
  • Secret to success
    • Doing the right thing for the right reasons
    • Treating people well
  • Keys to success, ARO, Car Count and Net Profit.
  • Mudlick Mail is a strong program for her
  • Technician shortage
    • Need to educate the educators on the type of person needed in the automotive industry
    • Sherri is working with high school counselors- educating them with the career opportunities in the automotive industry, more than just mechanical part.
    • Getting rid of “grease monkey” persona
  • Pay and benefits
    • Sherri is looking to bring more value to her team.
    • She has a community garden behind the shop.
    • She pays for all technician training, wages, hotel and transportation
    • Has group life insurance.
    • Sherri send half of their staff to Vision on Friday and the other half goes on Saturday.
      • Vision is a team building component of her company
    • Her three root causes of comebacks are:
      • Lack of Training
      • Scheduling too much work. Tech rushed.
      • Parts Failure

InMotion Auto Care Website

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events    Speaking

This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com

Download the Remarkable Results Radio listening APP for your smart device:

The Panel:

Robert L. Redding Jr., ASA Legislative representative –Bob has represented the Automotive Service Association, from their Capitol Hill office, since 1993.  He has received presidential appointments to several Federal Advisory Committees at the United States EPA, DOJ, Department of Labor and the U.S. Department of Transportation. www. Previous episodes with Bob Redding HERE.

Joe Battista, Joseph (Joe) Battista is currently Vice President of Sales and Business Development for Parsons Corporation, a leading provider of program management services in periodic safety and emissions vehicle inspection programs to government jurisdictions throughout North America.

Shop owner Sybren van der Pol
Sybren is an A.S.E. Master L1 Technician and owns Adolf Hoepfl & Son Garage, a 10-bay shop that employs 14 people. He serves on the local ASA Houston chapter Board of Directors.

Talking Points:

The State of Periodic State Safety Inspections. Only 14 states have them running.

• In 1975 there were 31 states doing PMVI (Periodic Motor Vehicle Inspections) because of a mandate from the Federal Government for funds.
• They’ve been in attack and we now have only 14 states doing some form of inspection.
• Many states who got out of PMVI looked at it as a tax break and that inspections were not doing anything for their citizen.
• The aftermarket has done a poor job of educating the consumer on the value of safety inspection.
• When state PMVI requirements go away your business will be affected.
• A four-legged stool. Business/Industry, Government, Politics, Clients.
• There has been more defense instead of office to fight the state on elimination of these programs. We need more offense.
• Writing letters to your congressman and involving your customer to write to their congressman.
• We need help from National Highway Safety Transportation Administration (NHSTA)
• A discussion with NHSTA to include the aftermarket in recalls and education to the consumer.
• Model year exemptions should not be considered because there are about 8 – 9 % of newer vehicles that Parsons see’s that have safety issues.
• Many programs have gone away because they are not defensible because the data is not there, yet NHTSA has the data.
• Data should drive the debate, but we do not have good data.
• The best way to improve and increase PMVI programs is when everyone is singing off the same sheet of music; Industry, Government, Customer.
• Without mandatory program safety inspections from the state, necessary safety repairs will not get done.

www. TakingTheHill.com

ASA – Automotive Service Association Website HERE.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

Pictured Above, Tony Molla, Dave Kusa and Dana Cozby.

Recorded at Vision KC 2018, the panel makes a great case for the value of association membership. They say that working together, networking, training and solving the industries challenges are all the right reasons to become a member of your regional or national aftermarket association.

The panel:

Industry veteran Tony Molla, Vice President of ASA (Automotive Service Association) has over 35 years’ experience in the automotive service industry. He has held positions at all levels, including technician, service manager, parts store manager, new car sales and automotive technical editor, writing service manuals for the Chilton Book Company. He has authored more than a dozen technical and car care manuals for both professional technicians and consumers.

Prior to joining ASA in May 2015, Tony spent fifteen years as the Vice President, Communications for the National Institute for Automotive Service Excellence (ASE). He also spent nine years as the Editorial Director of Motor Age magazine and Automotive Body Repair News (ABRN).

He is an ASE certified automotive technician, past president of the Automotive Communications Council, and a regular presenter and moderator at many industry events annually. Listen to Tony’s previous episodes HERE.

Dave Kusa, President of Autotrend Diagnostics in San Francisco, CA has been an area resident for more than 30 years. Dave became the owner in 2001.

Dave has been in the auto repair industry for more than 20 years, and he holds two degrees in automotive technology from De Anza College in Cupertino. Today, he runs Autotrend Diagnostics alongside his wife, Judy, and daughters, Katie and Kristi. Listen to Dave’s previous episodes HERE.

Dana Cozby, ASA Membership Director at the Automotive Service Association.

Talking Points:

• Cell phone providers signed up more vehicles than smartphone into their ranks this past year.
• Association dues structure would be much higher if they did not have support from vendors that bring services for the members. Which is the reason to support association vendors.
• Current association members are the best recruiters. Tell a friend and share the value from your association.
• Associations are finding new ways to reach out and communicate with their members.
• Associations have partners that can help with:
  • Uniforms.
  • Parts programs.
  • Warranties.
  • Insurance.
  • Website.
  • Wage and hour issues.
  • All aspects to help run a great repair business.
• Legislative support.
  • If your interests are not at the table, they are probably on the table.
  • Legislative support is one of the most important roles of associations.
  • Legislators are not expert in everything and unless industry chimes in, special interest groups will push through their issue(s).
• Networking at meetings is one of the most important business-changing opportunities you can ever receive.
• The government will get involved.
• Association membership helps improve your ‘future think’ so you can align your business for tomorrow.
• Associations make it easier to run your business because you will have resources to help you.
• For the majority of members, their dues come back to them completely based on participation in endorsed programs. Many time the dues ROI is more than doubled and sometimes even triple payback.
• PMVI discussion (Periodic Motor Vehicle Inspection). Only 15 states have them and legislatures keep eliminating them.
• Automotive repair would look very different today if associations weren’t fighting legislative battles in the last 15+ years.

Automotive Service Association (ASA) website (asashop.org)

Automotive Service Councils of California (ASCCA) website (ascca.com)

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events    Speaking

This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com

Download the Remarkable Results Radio listening APP for your smart device:

It was a pleasure to spend time with the ASA Northwest team. Pictured above are, Bryan Kelley, Butch Jobst and Brian Smith.

The panel:

Bryan Kelley
ASA Northwest Chairman-Elect
Shop: Valley Automotive Electric

Butch Jobst
ASA Northwest Chairman of the Board
Shop: B&B Automotive Inc

Brian Smith
ASA Northwest Immediate Past Chairman of the Board
Shop: Gig Harbor Automotive Service

Talking Points:

• Association membership made these leaders stronger shop owners.
• ASA Northwest has a strong family comradery ready to help their membership for any reason.
• Mentoring and coaching is a necessary way to do business today.
• Don’t wait 10 years to get help to understand gross margin, efficiencies, cost controls, process improvement and net profit, among others.
• Every shop owner must read the E-Myth by Michael Gerber.
• Most techs learned to run a business from the person they worked for. If they can do it, so can I mentality. When they go into business for themselves they emulated their former boss who may not have been a good businessman.
• In the northwest, ASA Northwest is the invisible hand that is there to help shop owners.
• Getting to meetings and networking can change the life of every shop owner.
• Aftermarket opportunities are big with the oldest car parc ever and lots of cars being sold or leased.
• People need to keep their cars, because of the price for new cars, so maintenance is required.
• How will autonomous cars change how you do business today.

ASA Northwest Website

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events    Speaking

This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com

Download the Remarkable Results Radio listening APP for your smart device:

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

John L. Francis has over 50 years of industry experience and has owned and operated Francis Automotive Services Inc. for more than 35 years. John’s most important business philosophy as a shop owner is to “be honest, speak from your heart, and always be authentic”, so it’s no mystery why he’s been so successful.

For years Francis Automotive, an industry-acclaimed full-service auto repair shop in West Chester, PA, has not only supported the YMCA and Toys for Tots but has led the industry in developing a child safety brand.

John is an Automotive Service Association (ASA) member and served on the ASA Mechanical Division Operations Committee for many years. John also represented the ASA in Washington, D.C., where he gave demonstrations to members of Congress on the importance of providing repair professionals with open access to service information. These presentations were instrumental in the information availability agreement that was eventually signed between the ASA and the automobile manufacturers.

John is a past National Chairman of the Automotive Management Institute. He has served as the Chairman of ASA CARS. John also served on the ASE Board of Directors for 8 years and served as an AMi trustee for many years as well. He’s been featured in AutoInc magazine and is a two-time runner-up for NAPA Tech of the Year. John is a recipient of the AMi Alpha Award. Not only is John an extraordinary business professional, but his commitment to the industry and his peers is second to none. John lives in Atglen PA, he is married and has 3 children, 8 beautiful grandchildren, and 3 wonderful labs.

John is also a part-time Business Development Coach for Elite Worldwide and works with shop owners to improve their financial position.

Talking Points:

• He still has his oldest customer coming to his shop from 1969.
• There are three Generations of Francis’s working in the shop.
• His dad was a sergeant in the motor pool in the army. Vehicle repair is in their blood.
• He is semi-retired but shows up at the shop a few days a week especially to see his legacy customers.
• John is a part-time business coach at Elite Worldwide.
• Helped start AMi with a fundraising effort.
• He tells his story on when he went from working in his business to on it.
  • Dick Vinet was the catalyst for this to happen.
  • He gives a good tip to help make the transition to working on your business.
  • You must read the E-Myth a few times and get a coach to hold you accountable.
  • It is in your best interest to change your focus.
• John is very proud of his ethics based business.
• Everyone can fix cars. What do you want to be known for?
  • Francis Automotive Services is known for child car seat services.
• John learned a lot about ASE while serving as a director.
  • The ASE organization and its affiliates are there to benefit the industry.
  • ASE is the standard in our industry.
• John tells a story about being a marathon runner and his goal to run 20 marathons and ultimately running in the Boston Marathon.
  • He also completed the Marine Marathon eight years in a row.
• John talks about mountain climbing and his proposal to his wife at 8,900 feet.
• John explains the transition moving your business from Monday through Saturday to Monday through Friday.
• John loves to fly his drone in the Pennsylvania countryside

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email

This episode is brought to you by Federal-Mogul Motorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com

Rachael Wacha was born and raised in Gainesville, FL. Her career started in the Salon industry, then to writing home and auto insurance coverage. In 2010, she started working for her father at City Auto Repair, Inc. It didn’t take her long to fall in love with the business.

By 2012, she had doubled sales in a year. In February 2013 Rachael was written about in a nationwide automotive magazine. Since then, Rachael went from managing the business to owning it in 2016.

City Auto Repair is a AAA approved repair facility. Rachael is currently the President of the Automotive Service Association in the Gainesville/Ocala area.

Rachael is extremely passionate about educating women in automotive repair, which is why she started hosting free Car Care Clinics, “Lipstick and Dipsticks” for women.

Talking Points:

• Overcame challenges in her early life. She was on Medicaid, on food stamps and a single mom.
• Joined the family business and was not sure where that was going to go.
• Cleaned up the place and joined the service counter because she knows people.
• It did not take long for her to get accepted on the counter.
• She learned that she was very much the same as her dad. He did not appreciate how important she was to the business.
• In 2012 she doubled sales in a year.
• At 31-year-old Rachael became the shop owner.
• She connected with Gary Gunn and joined a ‘50’ group.
  • It was her most incredible experience to join that coaching team and mentoring group.
• She is part of Aaron Stokes mastermind Shop Fix Academy.
• She shares the moment when she got a big raise from her dad.
• She struggled with finding good service advisor help.
  • She found a superstar that loves the business just as much as she does.
• Rachael finds things positive in every challenge.
• She is investing in vocational training and engaging with students.
• Rachael is working on being better organized in her office.
• Looking for a ‘B’ tech for the shop.
• Is starting to share her numbers with her team.
• Her goal is $1MM in sales.
• Having Monday morning meetings with her team and setting standards (goals).
• She offers advice on succession plans.
• Our industry is so competitive but we are stronger when we are together.

City Auto Repair Website

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This episode is brought to you by Federal-Mogul Motorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com

(Pictured above Eric and Jamie Carlson)

Eric has been a technician for over 40 years. His formal automotive education came from Ferris State University where he took all 8 ASE tests prior to graduation in 1977.  Eric has re-certified every 5 years since. He took the L1 when it was introduced and is now L3 hybrid certified. Full disclosure: Eric is a subject matter expert for ASE and in the past two years has participated in writing test questions for the L3 test.

Eric and his wife Jamie bought Ervine’s in 1994. In 2013, they added Grand Rapids Hybrid to the family after Eric became the first Master Hybrid Service Technician in Grand Rapids, MI.  Eric has been interviewed by several local television stations and publications seeking his expertise on everything from basic maintenance to the ramifications of “Right to Repair” legislation. Ervine’s Auto Repair and Grand Rapids Hybrid became an ASE Blue Seal of Excellence shop when it was introduced and have been since.

Talking Points:

• Ervine’s came about because Eric asked his supplier to keep his eye out for a potential shop to buy.  He and Jamie found a great opportunity in Ervine’s.
• Most painful lessons on running the business were his most expensive lessons. In his previous job, he learned how not to run a business so he did the opposite when he opened his own business.
• His biggest learning curve was the responsibility to feed all the families that worked for him.
• He participated as an ASE subject matter expert on hybrids.
  • He was amazed and respectful for the time it takes to get an ASE test question right.
• He took a Hybrid safety class and that peaked his interest and that set him on a path to become a Hybrid specialist.
• He started to look for a training program and found Craig and Deb Van Batenberg at ACDC. (hear them in episode 116)
• At the time of the interview, he had 5 hybrids in the shop for repair.
  • Most of the work is not Hybrid specific. He is doing brakes, HVAC type work.
• He believes that the impact of a secondary brand had a bigger impact on his business than just saying that they work on hybrids. They kept the pressure on the market in creating the secondary brand. He believes this strategy paid off in spades.
• He has loaner cars and believes that is a competitive edge.
• He is the only tech in the shop that works on the high voltage side of hybrid repair. He is considering sending another tech to get that type of hybrid training.
• Eric was in a mentoring group at the elementary level in his community.
• He places the ASE logo on his building, on his business cards, in the shop and is proud to say the certifications separate the wheat from the chaff.

Ervine’s Website

Grand Rapid Hybrid Website

Eric was also on the Town Hall Academy on ASE. Listen Here.

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This episode is brought to you by Federal-Mogul Motorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.co

At age 34, Craig O’Neill is a proud husband and father of three kids. He married young and at age 20 he bought his first home thanks to the opportunities that hard work in the family business provided. Though he initially began college seeking a degree in history education and was heavily considering missionary aviation, it was obvious to him that his primary calling was to raise a family. Setting aside his full-time education, Craig committed himself to scaling the 3rd generation business to be successful in these exciting but challenging times.

An ASE certified technician and service consultant, he is visibly excited about the technological advances the industry is seeing and frequently can be heard speaking to clients sharing his enthusiasm.

Craig is committed to elevating the professional image of the automotive service community and consistently looking for ways to communicate with bright young people regarding the opportunities that exist in the automotive service profession.

Outside the shop, he enjoys hanging out with his wife and kids, reading all things history related and when time permits building computers and gaming.

Talking Points:

• In business since 1960. Started by his grandfather.
• He has a strong apprentice program in place with beginners with zero experience.
• He looks at it as on the job training.
• Can move these young people into the local community college auto tech program.
• Looking for people that can communicate well with the right attitude and initiative.
• Discover their natural area of interest so they can focus on special training that focuses on their individual strength.
• They have a weekly radio show that helps market the shop.
• He is proud to help build the image of the independent industry.
• Craig is a millennial who is looking for an actionable succession plan.
• His dad has complete confidence in his decision-making.
• He is excited to embrace the opportunity that rapidly expanding technology will improve his business.
• Craig and his Dad found his new business coach/consultant through going to specific aftermarket business management classes.
• Implementing DVI and has had positive feedback from his customers.
• Was not an easy sell to his technicians.
• His young apprentices understand exactly how the software and tablets work. A smart move in his business to get his young apprentices to help implement.
• He sees no relief in the tech shortage when it comes to finding transmission specialists. It may become a lost art or skill.
• Shops must be able to bill for diagnostics. They were not good at billing for diagnostics, but not anymore.
• They are no longer offering a deduction of the diagnostics time if the job is agreed to. This was a mistake that took him too long to realize.
• His diagnostic labor rate is $30 higher than their regular labor rate.
• No shop is an island. Their ideas are coming from networking. He is helping Standard Motor Products beta seminars.
• He has learned to be a better delegator.
• Craig’s wife is not involved in the business, however, contributes to Facebook and what he calls ‘the softer side’ of the business.
• He feels that every business must develop a learning culture in your business. Get yourself and your team to be ‘always learning’.

Shop Profile Years in industry: 20 Number of technicians: 3 Number of service advisers: 1 Number of lifts: 7 Number of bays: 8 Days open: Mon-Fri Percent Repair vs Maintenance vs Other: 70-10-20 Technician training hours per year: 60 Specialty: Transmission Specialists and Advanced Driveability Diagnostics Association memberships: ASA, ATRA, iATN Supplier marketing program: NAPA Auto Care ASE Certifications: ASE Certified in Automatic Transmission, Steering & Suspension and Certified Service Consultant SMS: Mitchel 1 -Manager SE DVI:Autovitals Performing hybrid repairs: Yes Succession plan: Working on one Biggest challenges: Technician shortage, Changes in Technology, Profitability, Parts Quality, Marketing, and Identify Entrepreneur hack: Saturday morning radio show Staffing: A strong apprentice program that has helped grow their own technicians

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This episode is brought to you by Federal-Mogul Motorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.co

Kate Jonasse is an ASE Master Certified Technician with more than 18 years of automotive repair experience. Her specialty is diagnostics and, to this day, she loves solving problems. Kate went to tech school at Alfred State College in NY State and was recruited by a Mercedes-Benz dealer in Atlanta, GA to receive factory training. After working as a Mercedes technician, she moved to the West Coast, got her California smog license, and opened K-Tech Automotive, originally a one-woman operation.

As a child, Kate was the one in the house who oversaw putting together anything that originally came in pieces—like tables, her kid brother’s toys, and new appliances. She got into cars after buying her first vehicle, a 1981 Datsun pickup, which she bought for $600 (money she’d earned working at Subway during high school).

That truck consistently wouldn’t start, and she used to park it on hills to pop-start it using the clutch. The situation motivated her to want to learn to work on her own car, so she would feel more competent and self-sufficient. With this background and attitude, a future auto shop owner was born.

But Kate’s no grease monkey. She’s a vegetarian, and she likes to cook vegan food. She also enjoys yoga, Aikido, running, mountain biking and reading non-fiction. With her business, Kate strives “to boldly go where no one has gone before,” so perhaps it’s no surprise she’s a fan of Star Trek: the Next Generation.

 Talking Points:

• Very humble beginning. Went to college and knew nothing about cars. When she left she was excelling in diagnostics and earned her respect.
• Was mentored by professor Mike Ronan, who taught transmissions, and gave her the idea to go to California. He inspired her to be the best in her field and being an automotive technician is a very honorable profession.
• She loved math and science and therefore found transmissions a marvel of science. They have hydraulics, electricity and mechanics all in one unit.
• She arrived in San Francisco when the recession hit. She persisted and found work.
• She was restless and job hopped every year and a half and she learned a lot.
• She wanted more and realized she needed to open her own shop.
• It all started when she rented one bay in a former dealership. A low overhead opportunity.
  • Promoted her business on Craig’s list to start.
  • The building was sold so she needed to find a new space.
• She got into a coaching group early in her career with Management Success.
• She uses Facebook as a PR tool and not a sales tool.
• You’ll be behind as a tech if you don’t continue to train.
• She holds a weekly lunch meeting where they cover important training and business needs.
• Some good technicians are not great test takers and she helps them.
• Consolidation is part of the changes going on in the industry.
• EV’s are going to be abundant, but the re-charging time needs to come down.
• She is very big on efficiency.
• She has overcome finding great people and now she is working on being sure every team member knows their job descriptions and are aligned with the mission and company goals.
• Working on elevating a team member into a GM role.
• Kate is learning and growing as an owner, she is working on Smiling more!
• She loves to help people improve their lives.
• Kate had to learn how to become the person who people want to work for.

Be socially involved and in touch with the show:
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This episode is brought to you by Federal-Mogul Motorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.co

TMT Complete Auto Service Center was started in March of 1984 by Mike and Serena Tatich in Bremen, IN. Bremen is a small town of 4,600 people with 2 stoplights. The shop has undergone many evolutions since its tiny beginning as a tire store and body shop.

Tony Tatich, general manager, has been involved in the shop since a young boy (age of 9 to be exact). Tony’s growth into the family business started by sweeping shop floors and washing cars, to performing light mechanical duties, service advising, and now into general management. He is second generation family.

The shop has evolved into a state of the art facility that has recently under gone a major renovation project in 2016 including total shop and front office renovations.

They have a very strong business culture focused on the strength of their people. TMT invests heavily in training for its people because without great trained people there is no TMT Family.  Tony shares TMT’s passion that Customer Experience is #1. They are always willing to help people whether it be clients, co-workers, or fellow industry professionals.

An untypical millennial Tony brings a youthful exuberance to TMT Automotive. Tony has spent many years being groomed by his dad Mike to become the General Manager and an exceptional Service Adviser.

Neither Tony or his dad were technicians to start and yet they have a great business. They are working on a succession plan as Tony’s dad is now working four days and is not involved in the day to day.

Talking points:

• Tony’s biggest strength is communication.
• Weekly meeting with his dad where they talk about wins and loses along with plans of the week.
• He works to surround himself with smarter people than himself.
• If you do not implement you just wasted money on training and twenty group ideas.
  • 400-600 percent Rule: Make a list of 4-6 items that you will implement 100% within 30 days.
• Business can become stale and the young generation can re-invigorate.
• If there were no millennials would we have Digital Vehicle Inspections?
• They wash customer cars. No one ever says, ‘What a great brake job’, but they do say ‘Thanks for washing my car.’
• One mistake . He tried to go paperless at the same time DVI. He paused and then re-started and has been there for over a year.
• You must reply to every customer review personally.
• He does not like replying to a Facebook review because you can get drawn into a conversation you don’t want to have on-line.
• TMT has six loaner cars because of his rural setting.
• He has leased a hybrid vehicle for a loaner and will be involved with Hybrid repair. Those customers are maintenance and green conscious.
  • He sent out a marketing piece on Hybrids and got paid back in spades.
• He credits his team for the success of the business.
• Their business culture is strong and it was recently challenged with having to accept the resignation from a top producer. He recognized an improvement in culture with the new replacement. It was long overdue.

TMT Website

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This episode is brought to you by Federal-Mogul Motorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com