The Human Side of Auto Repair: Emotional Intelligence, Mentorship, and Leadership [THA 506]
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.
remarkableresults.biz/a506
AAPEX 2026: What to See, Learn, and Experience [RR 1112]
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/
remarkableresults.biz/e1112
Work Together, Thrive Together, Build a Business You Can Sell [THA 504]
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.
remarkableresults.biz/a504
Inside the Role of a Performance and Accountability Team Leader [RR 1110]
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
remarkableresults.biz/e1110
How to Develop a General Manager for Your Auto Repair Shop [THA 503]
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.
remarkableresults.biz/a502
The Automotive Hiring Cycle: When and How to Recruit Top Technicians [THA 502]
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
remarkableresults.biz/a502
The Power of Financing: A Growth Tool for Auto Repair Shops [RR 1108]
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.
remarkableresults.biz/e1108
Rapid-Fire Automotive News: AI, EVs, Autonomous Vehicles, and the $19B Trade School Boom [RR 1107]
How quickly is the automotive repair industry changing, and are you ready for what’s next?
Tom Ham, shop owner and founder of the Automotive Management Network, joins Carm Capriotto for a fast-paced conversation covering 12 major trends shaping the future of auto repair. From autonomous vehicles and solid-state batteries to the changing value of trade careers, AI, government regulation, 3D printing, and vehicle reliability, Tom and Carm explore the technologies and economic shifts shop owners need to understand.
What You’ll Learn
How autonomous vehicles could reshape vehicle safety and the repair industry.
What advances in solid-state batteries could mean for EVs and vehicle range.
Why trade careers are gaining momentum as technology changes traditional employment.
How the technician shortage is creating new opportunities for shops to develop talent.
How government regulation and emissions enforcement could affect vehicle owners and repair shops.
What current vehicle reliability trends reveal about today’s automotive brands.
How 3D printing could help shops solve parts availability challenges.
Why AI is becoming a powerful tool for reducing friction and improving efficiency.
Why shop owners need to stay curious and adapt as automotive technology continues to accelerate.
The automotive repair industry is changing faster than ever. The shops that thrive will be the ones willing to understand emerging technology, embrace new tools, develop their people, and continually rethink how they operate. The future isn’t coming someday. It’s already showing up in the service bay.
remarkableresults.biz/e1107
Brakes for Breasts: How Auto Repair Shops Are Fighting Breast Cancer [THA 500]
What if your auto repair shop could help advance breast cancer research while growing your business?
Co-founders Leigh Anne Best and Laura Frank, alongside Dr. Justin Johnson from the Cleveland Clinic, share the story behind one of the automotive industry’s most impactful grassroots fundraisers. Since 2011, participating shops have partnered with parts vendors to provide free brake pads during October, helping customers save on repairs while shops donate 10% of the total service cost to breast cancer vaccine research at Cleveland Clinic.
With $2.4 million raised and a $3 million milestone in sight, the campaign is helping fund continued research into the alpha-lactalbumin breast cancer vaccine for triple-negative breast cancer while giving independent repair shops an opportunity to strengthen their communities and grow their business.
What You’ll Learn
How the Brakes for Breasts win-win fundraising model works.
How participating shops can partner with parts vendors and customers.
Why 100% of donations go directly to the research laboratory.
How grassroots funding helped keep the Cleveland Clinic research lab open after Dr. Vincent Tuohy’s passing.
What Phase 1 vaccine research revealed and what Phase 2 will require.
How participating shops can generate community awareness and increased car count.
How your shop can participate and access promotional resources.
Brakes for Breasts demonstrates what can happen when the automotive industry comes together around a cause. Shops can serve their customers, strengthen their communities, grow their businesses, and help fund research that could change lives. Every shop, every customer, and every dollar can make a difference.
https://www.brakesforbreasts.com/
remarkableresults.biz/a500
Top 5 Qualities of a Genuine Service Advisor [RR 1106]
What makes a good service advisor great?
Levi Linesman, performance coach at Autoflow, shares the five human qualities that separate a good service advisor from a truly trusted professional. With 25 years of automotive experience, including 15 years at the service desk, Levi explains why eye contact, a smile, warmth, caring, and humility can turn everyday transactions into long-term customer relationships.
The conversation also explores sophisticated professionalism, the role of AI in the customer experience, proactive communication, hiring for coachability, and why the best advisors know when to simply say, “I don’t know.”
What You’ll Learn
The 5 qualities that define a genuine service advisor.
How admitting mistakes can actually increase customer trust.
Why AI should support the service advisor, not replace the human connection.
How digital vehicle inspections can improve transparency and communication.
Why coachability and continuous learning are essential for advisors.
How proactive communication reduces customer anxiety.
Why setting clear expectations can dramatically improve the customer experience.
What shop owners should look for when hiring their next service advisor.
Great service advisors do more than sell repairs. They build trust, reduce anxiety, communicate with honesty, and make customers feel cared for. Technology can make the process more efficient, but genuine human connection remains one of the most powerful advantages a shop can offer.
remarkableresults.biz/e1106
Bring the Classroom to the Shop: Raising the Bar For On-Site Training [RR 1105]
What if the best place to train your technicians isn’t a classroom, but your own shop?
In this episode of Remarkable Results Radio, Carm Capriotto sits down with Brandon Steckler, former Motor Age editor and industry educator, to discuss S.W.A.T. (Steckler Worldwide Automotive Technical Training and Diagnostics) and his mission to elevate automotive repair through hands-on education, diagnostic support, and a culture of continuous learning.
Brandon explains why effective training should close knowledge gaps rather than simply provide quick answers, and why shop owners should view education as an investment in their people, their business, and the entire local repair community.
What You’ll Learn
How S.W.A.T. combines just-in-time diagnostic support with technician training.
Why on-site training can create stronger technical foundations and better diagnostic habits.
Why shop owners shouldn’t fear inviting neighboring businesses to participate in training.
How collaboration between local shops can strengthen the entire automotive repair community.
Why technicians need to become “perpetual students” as vehicle technology continues to evolve.
How investing in training can improve technician confidence, productivity, and profitability.
Why bringing education directly into the shop can shorten the distance between learning and earning.
Great technical training doesn’t simply help a technician fix today’s vehicle. It builds the knowledge, habits, confidence, and diagnostic thinking needed for tomorrow’s challenges. Brandon’s message is clear: shops that consistently invest in education create stronger professionals, stronger teams, and a stronger industry.
remarkableresults.biz/e1105
Engage, Educate, Reward: How Today’s Class Is Changing Auto Repair Training [THA 498]
What if the best way to train an automotive team isn’t another four-hour evening class, but a few minutes of learning every day?
Carm Capriotto sits down with David Boyes, President of Today’s Class, and Brad Updegraff, owner of Dave’s Ultimate Automotive, to explore how continuous learning and gamification are creating more engaged, knowledgeable teams.
Brad shares how his seven-location operation uses Today’s Class to support ASE certification, keep experienced technicians current with rapidly changing vehicle technology, and turn training into something employees actually want to participate in.
What You’ll Learn
Why daily learning can be more effective than traditional after-hours training.
How raffles, auctions, and rewards turn training into a team-building experience.
How shop-versus-shop competition can create stronger teamwork than individual leaderboards.
How custom training content can identify knowledge gaps and strengthen advisor performance.
Why continuous learning is essential as vehicle technology continues to evolve.
What’s coming next for Today’s Class, including EV, hybrid, electrical, leadership, and financial training.
Training doesn’t have to feel like a requirement. When learning is consistent, accessible, rewarding, and connected to career growth, it can become part of the culture. Brad and David demonstrate how gamification can turn education into daily engagement while helping automotive professionals build the skills needed for the future.
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/
remarkableresults.biz/a498
The “Kohl’s Cash” of Auto Repair: Turning Customer Rewards Into Repeat Business [THA 495]
What keeps customers coming back when the shop down the street is advertising lower prices?
Tom Sciortino of Total Automotive and Jeff Rudnick of Pit Crew Loyalty reveal how a well-designed loyalty program can become your shop’s competitive advantage. Drawing from Tom celebrating 40 years in business, they share how rewarding customers, celebrating milestones, and investing in the community create stronger relationships, more referrals, and sustainable growth.
What You’ll Learn
How customer loyalty programs increase repeat visits and average repair orders.
Why rewards help differentiate your shop from price-driven competitors.
Creative referral strategies that attract high-quality new customers.
How time-sensitive rewards can recover deferred work and win back inactive customers.
Ways to celebrate business milestones that engage employees and customers.
Why community involvement builds trust, loyalty, and lasting relationships.
Loyalty is more than a rewards program. When combined with meaningful community engagement and exceptional customer experiences, it becomes a powerful strategy for increasing retention, referrals, and sustainable business growth.
remarkableresults.biz/a495
Deferred Work: The Most Overlooked Growth Opportunity in Auto Repair [RR 1101]
Most auto repair shops are sitting on a goldmine of untapped revenue without realizing it.
In this episode, Carm Capriotto welcomes Jimmy Alauria of 3A Automotive & Diesel Repair to discuss how deferred work can become one of your shop’s most effective growth strategies. By pulling just two years of data from his shop’s database, he discovered $3.3 million in potential revenue from deferred services. From better customer communication to smarter follow-up systems, Jimmy explains how to turn yesterday’s declined repairs into tomorrow’s repair orders.
What You’ll Learn
Why your customer database is one of your shop’s most valuable assets.
How deferred work can create significant new revenue without increasing car count.
Why shops should schedule the next appointment before the customer leaves.
While DVIs provide excellent transparency, their primary goal should be to educate the customer and help them plan, rather than to force an immediate $5,000 repair order. Jimmy notes that customers decline work not necessarily because they lack trust, but because they need time to budge
How categorizing repairs by safety, reliability, maintenance, and appearance improves customer understanding.
Understanding the customer’s personal “car goals,” whether they love the car and want to avoid a new car payment, or they hate the car and want to trade it in, is also critical to framing recommendations effectively.
The shortcomings of traditional CRM follow-up systems and how AI can improve communication.
How AI helps prioritize repairs and translates technical repair language into customer-friendly messaging that drives response.
Deferred work isn’t lost business; it’s future opportunity. By building better follow-up processes, educating customers, and using technology to communicate more effectively, shops can strengthen relationships, improve customer retention, and unlock substantial revenue already waiting in their database.
remarkableresults.biz/e1101
The Truth About ADAS Calibrations Every Shop Needs to Hear [THA 494]
A viral social media clip about ADAS calibrations sparked thousands of comments and exposed a troubling reality: many automotive professionals still misunderstand when and why calibrations are required. In this episode, Carm Capriotto welcomes technical specialists and industry leaders Keith Perkins and Matt Fanslow to examine the industry’s response, separate fact from fiction, and explain why following OEM repair procedures is essential for both vehicle safety and professional credibility.
What You’ll Learn
The difference between static and dynamic ADAS calibrations, and why confusing the two leads to costly mistakes.
Why programming, configuration, initialization, and calibration are separate procedures with different purposes.
How fear of losing a sale often outweighs concerns about vehicle safety and liability.
The real-world consequences of skipping OEM-required calibration procedures.
How a properly calibrated vehicle helped protect Keith’s wife and children during a serious highway rollover crash.
How elevating the role of the Calibration Specialist reinforces professionalism and builds customer confidence.
ADAS calibrations are not optional add-ons or revenue generators; they are critical safety procedures designed by vehicle manufacturers to ensure advanced safety systems perform as intended. Professional repair shops protect their customers by following OEM repair information, completing every required calibration, and returning every vehicle to the road safe and ready to perform.
remarkableresults.biz/a494
Maximizing Profit Through Effective Labor Rate Strategy [THA 493]
Your posted labor rate may not be the labor rate you’re actually collecting, and that gap could be costing your shop thousands of dollars every month.
In this episode, Carm Capriotto is joined by Andy Adams, a shop owner and business coach, and Rob Sperring, a service manager, to explain why Effective Labor Rate (ELR) is one of the most overlooked yet impactful performance metrics in the auto repair industry. They break down why ELR falls short, how it affects profitability, and the practical steps every shop owner can take to close the gap.
What You’ll Learn
What Effective Labor Rate (ELR) is and why it matters more than your posted door rate.
Why healthy shops should collect at least 90 percent of their posted labor rate.
How unbilled diagnostic time, underpriced canned jobs, and complimentary inspections reduce profitability.
Why excessive discounting, even with good intentions, can quietly erode your bottom line.
How shifting consumer buying habits make labor profitability more important than ever.
Why improving ELR creates opportunities to increase technician compensation and strengthen your business.
How auditing repair orders can uncover missed labor opportunities and unnecessary discounts.
Why updating your labor matrix and canned jobs can immediately improve financial performance.
How sharing KPI’s (key performance indicators) with your team builds ownership and accountability throughout the shop.
Effective Labor Rate is more than a financial matrix; it’s a direct measure of how well your shop captures the value of the work it performs. By understanding where labor revenue is being lost and making intentional operational improvements, shop owners can increase profitability, invest in their teams, and build a stronger, more sustainable business.
remarkableresults.biz/a493
Selling to the Curb: How AI Turned More Calls into Customers [RR 1099]
What does it take to build one of the fastest-growing auto repair businesses while leveraging artificial intelligence to improve performance at every level?
In this episode, Carm Capriotto welcomes Jesse Jackson, Founder and CEO of Mango Automotive, to discuss how she scaled from zero to eight locations in less than five years. Jesse shares the leadership lessons learned through rapid growth, how custom AI tools are helping improve customer experience and operational consistency, and why she believes it’s time to rethink how independent shop owners plan their exit from the industry.
What You’ll Learn
How Mango Automotive expanded from a startup to eight locations through strategic acquisitions.
The leadership challenges that come with rapid growth and why building a corporate support team became essential.
The three cultural principles that drive employee engagement: never yell, bonus well, and have fun.
How AI is being used to measure standard operating procedures and improve accountability.
Why analyzing phone conversations with AI helps advisors convert more callers into customers.
How providing realistic price ranges over the phone can improve appointment conversion rates.
How AI-driven follow-up processes dramatically increased maintenance rebooking rates.
Practical ways any shop owner can use tools like ChatGPT or Claude to evaluate service advisor performance without spending hours reviewing phone calls.
Why thousands of shop owners approaching retirement may be leaving significant business value on the table.
How Jesse’s cooperative exit model could help independent shop owners achieve substantially higher business valuations than traditional private equity acquisitions.
Artificial intelligence isn’t replacing great leadership; it’s making great operators even better. Combined with a strong culture, measurable processes, and innovative thinking about business ownership, AI can help repair shops improve customer experience, scale more effectively, and create greater long-term value for both
remarkableresults.biz/e1099
Why Auto Repair Specialists Leave Our Industry (And How Shop Owners Can Keep Them) [THA 490]
Why do talented automotive technicians leave the automotive industry, and what can shop owners do to keep them?
Host Carm Capriotto is joined by Technical Specialist Matt Fanslow and Technician Find CEO Chris Lawson to explore what it takes to attract, hire, and retain top talent in today’s automotive repair industry. The conversation examines industry professionalism, workplace culture, compensation, employee engagement, and proactive recruiting strategies that help shops become destinations for exceptional technicians.
What You’ll Learn
Why elevating the image of automotive professionals is critical to attracting the next generation of talent
The three primary reasons technicians leave shops: lack of respect, limited growth opportunities, and compensation concerns
How financial transparency can build trust, ownership, and a stronger team culture
The difference between a shop’s “official game” and its “shadow game,” and why understanding both matters
Practical ways to gather meaningful employee feedback and turn ideas into action
How leaders can remove obstacles that prevent technicians from finding joy and fulfillment in their work
Why relationships with tool truck drivers can become a valuable recruiting resource
How a shop’s appearance and reputation can influence whether top candidates choose to work there
Finding and keeping great technicians requires more than competitive pay. Shops that create a culture of respect, provide clear growth opportunities, communicate openly, and actively remove workplace frustrations are far more likely to attract and retain top performers. The most successful shop owners don’t wait for talent to find them, they intentionally build workplaces where skilled professionals want to stay and grow.
remarkableresults.biz/a490
2026 Automotive Training Trends Every Professional Shop Owner Needs to Know [RR 1096]
How are automotive technicians learning today, and who is investing in their future?
Matt Shepanek, President of the ASE Training Managers Council (ATMC), discusses the findings of the 2026 ATMC Benchmark Survey. The survey offers valuable insight into technician education, training preferences, emerging technologies, and the industry’s commitment to continuous learning.
The conversation highlights significant differences between dealerships and independent repair shops, reveals what technicians most want to learn, and reinforces why ongoing professional development remains essential in an era of rapidly advancing vehicle technology.
What You’ll Learn
How dealerships continue to lead the way in training investment, paying for technician education 85% of the time, while many independent technicians still share the cost or pay out of pocket.
Why Hybrid/EV systems and Electrical/Electronics training top the list of requested subjects as vehicle technology continues to evolve.
What the survey reveals about technician learning preferences and why hands-on, instructor-led training remains the gold standard despite the growth of online education.
The wide gap in annual training hours, from technicians receiving no structured education to others completing more than 56 hours each year.
Why continuous learning has become a business necessity, not an option, for shops hoping to remain competitive and profitable.
The 2026 ATMC Benchmark Survey reinforces a simple truth: the future belongs to technicians and shops that embrace lifelong learning. As vehicles become increasingly dependent on advanced electrical systems, software, hybrid technology, and diagnostics, professional development is no longer a luxury. Shops that invest in training, provide access to relevant education, and foster a culture of continuous improvement will be better positioned to attract talent, improve performance, and thrive in a rapidly changing automotive landscape.
Download the 2026 ATMC Benchmark Survey: https://bit.ly/4aOaigM
remarkableresults.biz/e1096
Motor Oil supply Crisis: Fact, Friction, and What Happens Next [THA 489]
Is there really a motor oil shortage, or is the industry caught up in another wave of panic buying?
In this episode of Remarkable Results Radio, host Carm Capriotto welcomes automotive expert Lauren Fix and Deckman Oil Territory Sales Manager Lee Rhodus to separate fact from fiction surrounding today’s motor oil supply concerns.
Together, they examine what’s driving skyrocketing oil prices, why certain synthetic oils are becoming harder to source, and how fear-driven purchasing is creating additional strain throughout the supply chain. Most importantly, they discuss what repair shops and vehicle owners can do to navigate the uncertainty without making costly mistakes.
What You’ll Learn
Why the world is not actually running out of motor oil
How global shortages of base oils and additives are impacting the availability of ultra-low viscosity synthetic oils such as 0W-8, 0W-12, and 0W-16.
The role panic buying plays in creating artificial shortages and driving prices even higher.
Why motor oil prices are increasing at unprecedented rates and what that means for repair shops and consumers.
The risks of delaying routine maintenance as oil changes become more expensive.
Practical advice for shop owners on managing inventory and communicating with customers during periods of market uncertainty.
The current motor oil situation is real, but panic is making it worse. While supply constraints and rising prices are creating challenges across the automotive industry, experts agree that hoarding inventory and delaying maintenance are not the answers. Patience, informed decision-making, and a focus on preventative maintenance remain the best strategies for both repair shops and vehicle owners. As supply chains stabilize, those who avoid fear-based decisions today will likely be in the strongest position tomorrow.
remarkableresults.biz/a489
Anyone Can Teach, But Not Everyone Can Educate: Lessons from 30 Years in Automotive Training [RR 1095]
Carm Capriotto sits down with Todd Fortier, retiring automotive professor and program coordinator from Illinois Central College, to discuss a lesson learned over three decades in education: anyone can teach, but becoming a true educator requires purpose, empathy, and continuous growth.
Todd shares how his passion for education was sparked by helping students experience those breakthrough “lightbulb moments” and why the ultimate goal of teaching is not simply delivering information, but ensuring meaningful knowledge transfer. As he prepares for retirement, Todd reflects on the challenges facing automotive education and his mission to help develop the next generation of industry instructors.
What You’ll Learn
Why technical expertise alone doesn’t make someone an effective instructor
How educators can improve knowledge transfer and student engagement
Todd’s “Three C’s” framework: Concern, Cause, and Correction
Why connection, empathy, and vulnerability are critical teaching tools
How to identify the root causes behind student disengagement
The importance of recognizing the personal challenges students bring into the classroom
Why many students leave training programs early and how educators can help retain them
How trainers and mentors can evolve into true educators
The soft skills needed to successfully connect with today’s students and technicians
The best educators do more than share information, they build relationships. Todd Fortier’s career demonstrates that teaching is most effective when instructors combine technical knowledge with empathy, curiosity, and genuine human connection. As the automotive industry works to address technician shortages and workforce development challenges, creating better educators may be one of the most important investments the industry can make.
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From Guesswork to Process: Modern Diagnostic Strategies for Auto Repair Shops [RR 1093]
Recorded live at the 2026 TST Big Event, Carm Capriotto sits down with automotive trainer Ken Zanders to discuss the importance of ongoing technical education, building efficient diagnostic processes, and adapting to rapidly evolving vehicle technology. Ken explains why too many shops still rely on a chaotic “grocery list” approach to repairs and how a structured diagnostic strategy can dramatically improve technician efficiency, profitability, and customer trust.
What You’ll Learn
Why inefficient diagnostic habits directly reduce technician productivity, shop profitability, and overall earning potential.
The importance of following a structured diagnostic workflow instead of guessing and replacing parts.
How electronic relative compression testing with a lab scope and amperage probe can reduce diagnostic time from hours to minutes.
How modern vehicle technologies like GM’s Vehicle Intelligence Platform (VIP) and Over-The-Air (OTA) updates are changing diagnostics and repair procedures.
Why continuous education is no longer optional for automotive professionals working on today’s advanced vehicle systems.
The biggest takeaway from this episode is that repair shops cannot afford to operate in constant chaos and guesswork. A reactive “grocery list” approach to diagnostics leads to wasted time, unnecessary parts replacement, lower profits, and poor customer outcomes. To succeed in today’s increasingly complex automotive industry, shop owners must create a year-round training strategy that helps technicians diagnose efficiently, think critically, and continuously improve their skills. Structured processes, modern testing methods, and ongoing education are no longer advantages; they are necessities for survival and growth.
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Failing at Retirement: Building Eight Shops in Eight Years [THA 486]
Carm Capriotto talks with Matt Curry and Judy Curry of Craftsman’s Auto Care about building one of the automotive industry’s most respected multi-shop operations twice.
After growing Curry’s Auto Service to 10 locations and retiring in 2013, the Currys returned to the industry with a new vision, launching eight Craftsman’s Auto Care locations in eight years. Matt shares his role as the visionary leader driving momentum and ideas, while Judy explains how operational discipline, marketing, and customer experience keep the business grounded and scalable.
The conversation explores their “5 Ps” philosophy: People, Policies, Processes, Procedures, and Profits, along with their commitment to employee development, strong culture, customer transparency, and community involvement. The Currys also discuss how Digital Vehicle Inspections and an intentional customer experience helped them earn nearly 10,000 five-star Google reviews.
What You’ll Learn
How Matt and Judy Curry scaled multiple successful shop operations
Why leadership balance and “staying in your lane” matters
The “5 Ps” framework for building a strong shop culture
How employee investment drives long-term success
Why transparency and DVIs build customer trust
How culture and customer experience fuel growth and retention
Sustainable growth in automotive repair comes from more than technical expertise. It requires intentional leadership, strong systems, a healthy culture, and a commitment to both employees and customers.
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The AI-Driven Auto Repair Leader: Using Technology as Your Strategic Thought Partner [RR 1092]
In this forward-looking conversation, Carm Capriotto and Chris Cloutier, CEO of AutoFlow and owner of three Golden Rule Auto Care locations, explore how artificial intelligence is rapidly transforming the automotive repair industry; not as a replacement for people, but as a powerful tool that helps shop owners lead smarter, communicate better, and operate more professionally.
Chris shares firsthand experiences using AI inside both his software company and his repair shops, revealing how the technology can dramatically reduce time spent on leadership and administrative tasks while improving workflow efficiency and customer communication. From refining technician notes to helping build business plans and expansion strategies, AI is becoming what Chris describes as a ‘thought partner’ for today’s shop owner.
What You’ll Learn:
Why AI should be viewed as a strategic business partner, not a threat to the automotive repair profession
How effective prompting and providing context can dramatically improve AI-generated results
Ways AI can streamline major business tasks such as SBA loan preparation, SWOT analyses, and growth planning
How AI-powered technician note rewrites improve customer communication and strengthen professionalism
Why clear, polished communication acts as a “curtain of professionalism” that builds customer trust
How AI can help bridge language barriers by translating repair orders and inspection results
The risks and humor of “AI versus AI” hiring practices, where both employers and applicants rely heavily on artificial intelligence
Why Chris believes today is the least expensive AI will ever be, and why shop owners should begin learning it now
The biggest takeaway from this episode is simple: AI will not replace highly skilled automotive professionals, but it will absolutely enhance the shops that learn how to use it effectively. From improving efficiency and communication to elevating the image of professionalism, AI offers tremendous advantages for modern repair businesses. However, Carm and Chris emphasize one critical principle throughout the conversation: trust, but verify. Just like quality control in the service bays, AI-generated information should always be reviewed carefully before being shared with customers or used to make important business decisions.
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The Rise of the Specialist: Redefining Automotive Professionalism [THA 485]
Host Carm Capriotto is joined by shop owners Craig Noel, Brett Beachler, and Tom Palermo for an important discussion on how “The Rise of the Specialist” is moving from idea to implementation inside automotive repair shops across the industry. Written by Carm Capriotto, “The Rise of the Specialist” is a growing movement and declaration designed to elevate the language, image, professionalism, and culture of the automotive service industry.
In this episode, the panel shares how they are actively implementing “The Rise” within their own businesses, from changing terminology and redefining job titles to elevating customer communication, shop presentation, and team culture. The conversation highlights the real-world challenges and successes of shifting away from outdated labels like “mechanic,” “wrench,” and “technician” and embracing the more professional and accurate title of “specialist.”
Carm explains that this movement is more than a branding exercise; it is a professional evolution aimed at helping the industry better reflect the expertise required to service today’s highly advanced vehicles. Modern automotive professionals are diagnosticians, calibration experts, technology specialists, and problem-solvers operating in one of the most sophisticated skilled professions today.
Throughout the discussion, the shop owners explain how adopting the language and principles of “The Rise” has strengthened team pride, improved customer trust, and helped create a more professional identity within their organizations. The panel also explores how service advisors play a key role in communicating the value of diagnostics, testing, and specialist-level expertise to clients in a way that builds understanding and confidence.
The episode draws powerful comparisons to professions like medicine and culinary arts, emphasizing that automotive specialists deserve the same respect given to highly trained experts in other industries. Just as chefs and medical specialists earn recognition through mastery and continuous education, today’s automotive professionals must also be seen as specialists whose expertise protects the safety and reliability of every vehicle entrusted to them.
“The Rise of the Specialist” has already gained momentum throughout the industry. Carm’s signature keynote, The Rise of the Specialist, has been delivered to influential audiences across North America, including the ASE Board of Governors, Ford Motor Company, and hundreds of forward-thinking automotive professionals.
What You’ll Learn
Why “The Rise of the Specialist” was created and what it represents
How shop owners are implementing “The Rise” in their businesses
Why the industry must move beyond outdated titles like “technician” and “mechanic”
How language shapes customer perception, professionalism, and team culture
The role service advisors play in explaining specialist-level diagnostics and repairs
How hospitality, presentation, and communication strengthen customer trust
Why this movement can help attract the next generation of automotive professionals
This episode demonstrates that “The Rise of the Specialist” is no longer just a concept; it is becoming a real cultural shift within the automotive industry. By adopting language that reflects expertise, elevating professionalism throughout the customer experience, and embracing the identity of the specialist, shop owners are helping reshape how the industry sees itself and how the world sees it.
Download ‘The Rise of the Specialist’: https://remarkableresults.biz/rise
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