Service Advisor Role Play #5 [THA 213]
Our role play subjects cover closing the expectation gap on the appointment setting call and understanding the importance of building anticipation in making the sale after the results of the DVI. We also covered how to demonstrate the effectiveness of the Service Advisor in calming the customer while building value in their services and retaining the sale. Lastly, we talked about the effective way in deferring services at the cash-out. All important and vital in building you or service advisor team.
The panel includes Clint White from Shop Vision, Dan McWilliams from Quality Service Center and Ben Lesueur from Oxford Automotive. They put their service advisor strategies for you to follow.
Find ways to compare and improve your confidence and comfort in the face of your customer. Together we have something here. This episode’s key talking points are already done for you. Find them at remarkableresults.biz/a213Listen and view episode notes
Never the Cheapest but the Best Value Shop – Travis Guy [RR 618]
Welcome to the 618th episode of Remarkable Results Radio.
In keeping with my goal to showcase our young owners and their rise to ownership, you’ll love this story as my Guest Travis Guy came into the family business via the hospitality industry. Specifically Disney. Do you think he may have learned a lot about how to embrace a customer? A fun and transparent interview with Travis, He says he sees the flaws we have as an industry and tells it straight about being paid for our worth and value.
Travis Guy hails from Yourba Linda Auto Service, Placentia, CA along with his brother Tim, and Dad Danny makes up the family business. He gives you a refreshing take on the state of our industry from a young owner’s perspective. We can learn a few things from Travis.
The key talking points for this episode with Travis resides at remarkablersults.biz/e618.
Thanks for being here in the front row of life in the automotive service business.
THA 212 Charging What We Are Worth
We are talking about charging what we truly are worth. Yes this topic dives into your reluctance to charge enough so you can sustain a real profitable business. Breaking even is just a hobby. Many don’t feel that they can actually make a real living serving their customer … repairing cars.
This episode exposes the elephant in the room. Emotion is a big driver in your worth and what you charge. Do you truly know the value of your business and your overall cost of doing business? If you did, you would not be working for Free.
Our panel nails this episode in all the proper places. With me is Carlo Sabucco, 2nd generation owner of Sil’s Complete Auto Care Centre, Maylan Newton, business coach from ESI – Educational Seminars Institute, and Glenn Larson, from Foothill Autoservice, Lake Forest, CA
This episode’s key talking points are already done for you. Find them at remarkableresults.biz/a212Listen and view episode notes
A Shop Fire. What Happened? Prevention? Resolution! Aftermath [RR 617]
We don’t know what the future holds especially when it comes to our businesses. We work hard every day and never expect something would happen to disrupt our world. An important question …. how prepared are we? We all feel horrible when certain tragedies, disasters, or near disasters impact our fellow colleagues.
Matt Fanslow, a strong contributor to the podcast shares his story, of a fire at Riverside Automotive in Redwing, MN that happened in January 2021, It’s a story that you need to hear and let touch you, and then push you toward a total safety, systems, and insurance review. There is a lot to learn in this episode, so bury yourself in the audio and give this episode as homework for your team and then follow it up with a discussion.
Matt Fanslow, is the lead diagnostician and /shop manager and talks about being proactive and learn the things you can do ahead of time to minimize catastrophic failure. The key talking points reside at remarkablersults.biz/e617.Listen and view episode notes
Retirement Plans and Profit Sharing Insights
We are talking about retirement plans. If you asked your people if they had a retirement account or even a decent nest egg you will most likely get a blank stare or a no answer.
You just discovered an important benefit you can provide your people. Sure you’ve got to have the profits in the company to start up a program like this, but there are many creative ways to start a 401K and/or profit-sharing program.
First off we are not giving any advice or are even qualified to give advice. This is an open discussion among your peers to get your thoughts started, or even to educate you on this potential employee benefit. You need to contact a certified financial planner, your accountant, and possibly an attorney if you get serious about creating another benefit that keeps your team working for you.
Invest in this episode even if you don’t have a glimmer about providing a retirement saving discipline for your people. You may not be ready today, but the information in this episode will give you ideas and insights if ever you consider doing this.
My guests today are Greg Skolnik from Motor Works in Rockville, MD, and Sabrina Gatewood from King Amaco. As shop owners, they both have a perspective and opinion on retirement plans for your people.
This episode’s key talking points are already done for you. Find them at remarkableresults.biz/a211. Let’s talk about it.Listen and view episode notes
What it Takes to Be the Leader of a Family Business [RR 614]
We welcome Esteban Gonzales, owner of Proshop Automotive to the podcast. Here is a great story about change. Esteban needed to face reality and change his mindset and adapt to what it actually took to run a proper auto repair business.
So many can relate to Esteban and many have yet to face the hard fact that it is not easy to run a profitable service business. Esteban laments that knowing the business numbers and assembling a great team with the same passion is a different story.
This is a true family business. His older brother is a master tech, his younger brother and sister work on the front counter. His parents even live next to the shop and they eat home-cooked meals every day. That tight family bond is what makes their team a success. Check out Esteban’s advice to shop owners and understand why networking is very important in the long run. This keeps with my goal of providing you inspiring stories from the young shop owners who will be leading our industry into the future.
The key talking points reside at remarkablersults.biz/e614.Listen and view episode notes
THA 210 Where the Money Goes – The $100 Lesson
How many times do you get a great idea on an exercise you can share with your team …. one that helps your people respect and understand the costs of running a business? My guest Patrick McHugh and I will show you a fun and profound exercise on what happens to a $100 transaction … exactly where the money goes. Welcome to the 210th episode of the Town Hall Academy.
It is important that your people get a chance to see your Profit and Loss Statement, but for many, it will be a very difficult learning curve. We have a very simple way to do it that will make respecting margin, costs, and net profits in a whole new way.
This exercise will change the way you and your people look at the numbers and what it takes to grow a strong and profitable business.
My guest today is Patrick McHugh from Bimmer Rescue in Richmond, VA. and we have a story for you! This episode’s key talking points are already done for you at remarkableresults.biz/a210.Listen and view episode notes
Discover the Hard Truths. Fix Your Attitude. [RR 613]
Another deep storyline. A story of attitude change and personal growth. Carl Hutchinson from Complete Automotive in Springfield, MO helps you by sharing how he overcame negative emotions and negative energy to forge a new and positive attitude. He says that he was not always the nice guy that he is today. Carl explains his re-invention and being grateful to the people in his life as a turning point in his career.
Carl Hutchinson is a founding member of the Midwest Autocare Alliance. His story of attitude adjustment will help many who listen to his story. If you know someone who can benefit from Carl’s story so please share this episode. This is why I podcast. It is stories like this that keeps you in the front row of life in the auto service business.
You can find Carl Hutchinson’s other episodes, and this episode’s key talking points, they reside at remarkablersults.biz/e613. This is why I podcast.Listen and view episode notes
THA 209 Building Deep Ties to the Community
Do you agree that paying it forward and creating a lasting rapport with your own community goes a long way?
Being involved in your community is more important than you know. When you support from the heart never expect to get something back. Our episode today tackles and explains exactly why connections and network within your community is essential as well as it is necessary.
Part of branding your business includes your support of the community. I’m with Jennifer Filzen from Rock Star Marketing and Author of the new book “The Give To Get Principle: How Relationships & Reciprocity Build Raving Fans”, Carl Hutchinson from Complete Automotive, Springfield, MO, Patrick Dolder of PALS Ocala Auto Repair, Ocala, FL, and Sue Morsching, Elysian Auto Service, Elysian, MN. You can learn a lot from this community-engaged panel.
This episode’s key talking points are already done for you. They reside on the show notes page at remarkableresults.biz/a209.Listen and view episode notes
Hiring Practices with Bryan Kelley [RR 611]
When we talk about hiring, there are a lot of questions that come to mind. You may have already in your business life hired and fired a hundred people. Hiring can be an art, especially if you are looking for just that right team member. Bryan Kelley realized that he needed to get a process down to help improve the quality of the individual he added to his team and business culture.
Bryan Kelley, the shop owner of Valley Automotive, Covington, WA and president of ASA Northwest, has been a great contributor to the podcast. He will share his hiring practices and the reason why he does them.
This is one of those gems of a podcast that keeps you in the front row of life in the auto service business.
We get into the critical importance to hire a cultural fit, interviews, processes and offers. Bryan also gets into job posting, job description and specific indicators you need to find in a good hire.
You can find Bryan Kelley’s other episodes, and this episode’s key talking points, they reside at remarkablersults.biz/e611 This is why I podcast.Listen and view episode notes
THA 208 Stop Selling From Your Wallet
Too many times we think about our own money tolerance instead of the customer needs. We think what others believe is a lot of money to us is not. We also can’t fathom people paying what they do for services because we would not. We have different lines in the sand when it comes to price perception and if you sell from your own wallet you’ll limit yourself, do what is not necessarily right for your customer and limit your potential, not only for yourself but for the business.
In other words, don’t make the decision for your customer. Let them decide. We play a really insightful game that you need to do with your team.
I’m with Brian Gillis of You Net Results, who brought this excellent topic and the neat game we play, also Andy Arndt of Arndt Automotive in Malta, IL. And Keith Knowlton of LKS Auto Repair, Bremerton, Wa. They bring sound, practical, and professional advice for all of us to stop selling from our own wallets. Too many times we think about our own money tolerance instead of the customer’s needs.
This episode’s key talking points are already done for you. They reside on the show notes page at remarkableresults.biz/a208.Listen and view episode notes
MSO: 18 Team Members Tested Positive for Covid. How We Survived [RR 609]
What can we learn from this unprecedented year? A lot!
Our story today is of a hard hit multi-store operation (MSO) and how it survived 18 team members who contracted Covid-19. The preparation years before Covid-19 was to become a pandemic is the anchor in this story. It is proof of concept. Build a strong culture, put your people first, love your customers, engage all the latest technology and systems, and have strong processes and procedures. With all that in place, you can navigate just about anything.
Dwayne Myers from Dynamic Automotive from Frederick, MD, and his partners, Jose Buesso and Lee Foreman put their company in the position to fight through their Covid-19 barrage and come out the other side in decent shape. Surviving the ordeal was gut-wrenching and thought reflecting. Yet they did. This is homework for you to Listen to Learn Just One Thing!
You can find Dwayne Myers’s other episodes, and the key talking points, they reside at remarkablersults.biz/e609Listen and view episode notes
Career Upgrade: Service Manager to Shop Owner at 29 Years Old [RR 608]
In keeping with my goal to interview new shop owners and the upcoming youth of our industry. Here is an incredible story.
Our episode today a succession story from a non-family internal candidate. A trusted service manager who hasn’t even purchased her first home.
Welcome, Colleen Yarger. She trained in the hotel industry for more than 10 years and has risen through the ranks as a service manager. Amazing that this 29-year-old has taken steps to become a shop owner. Despite her young age, she doesn’t lack the talent and has been guided by former owner Mark Goldsmith who has been a great supporter of the RR podcast.
This episode shows what is possible and how Colleen seized many opportunities she had presented to her starting with my friend Maylon Newton, then with Ryan Tunison. Lots of great inspiration to see what can be possible when you capitalize on every situation presented.
The key talking points reside at remarkablersults.biz/e608Listen and view episode notes
THA 207 Pre Scheduling Appointments – The Time Has Come
Welcome to the 207th episode of the Town Hall Academy. Right up front l want to warn you. This discussion may just change the way you do business. I want you to give it your all and when done implement the tactics you discover. I know your business will blossom.
Scheduling future appointments is not a new concept. You know about it but have never decided it was good for your business or your customer. We have solid statistics that demonstrate that 59% of your customers are willing and ready to accept a future appointment for maintenance service. Ever walk out of the dentist’s office without your next hygiene appointment. How about a hair salon?
I’m with Bill Thompson, Craig Noel, and Greg Skolnik. Bill Thompson brings his critical data to support this strategy, Greg has been doing this for years and has the data to prove the strength of the strategy and Craig is starting to pre-book now.
There was a ton of passion flowing throughout this episode. I believe you’ll be moved to start in your business. So …. Let’s talk about it.
This episode’s key talking points are already done for you. They reside on the show notes page at remarkableresults.biz/a207. Enjoy.Listen and view episode notes
Owner, Technician, Service Advisor – Working Together – AAPEX 2020 Honors [RR 606]
This 606th episode honors the recipients of the AAPEX 2020 Awards. The first annual honors include Shop Owner of the Year, Technician of the Year, and Service Advisor of the Year.
Sure we bestowed a bunch of high-fives upon these three outstanding aftermarket professionals, but you’ll love the episode as we discussed their roles in a shop environment and why working together through trust and respect make a huge difference for the business and work environment.
Help me welcome Brian Sump of Avalon MotorSports and Urbana Auto Care as the AAPEX 2020 Shop Owner of the Year. Norm Schultz of Interstate Auto Care, Madison Heights, MI as AAPEX 2020 Technician of the Year, and Jason Sexton of Dynamic Automotive, Frederick, MD as the AAPEX 2020 Service Advisor of the Year.
The key talking points for this episode reside at remarkableresults.biz/e606Listen and view episode notes
THA 206 Proof of Concept
The pandemic was the test of preparedness, fortitude, leadership, nerves, among others. Our topic “Proof of Concept” is the story behind the strong getting stronger.
The leaders who listened and implemented the strategies being served up by the industry pundits especially coaches over the last 3 to 4 years found themselves in a good place. You’ve heard them enforce on the podcast, … essential tactics like strong business culture, a commitment to training your team, firing non-productive or toxic employees, DVI, Cloud-based software, text to pay and the list goes on like strong leadership. Smart Marketing. Managing KPIs, Good financial statements, building processes, and systems, Etc, etc. In essence, the strong found their pandemic recovery easier than others. That is what we are talking about today: ‘Proof of Concept’
Joining me is Chris Cotton, AJ Nealey, and Michael Gallini. They all agree that they are in a better spot because they implemented and worked the strategies and tactics that the industry is known to create success and sustainable profits. Glad you are here, Let’s Talk About It.
The key talking points from this episode are already done for you on the show notes page at remarkableresults.biz/a206.Listen and view episode notes
How to Implement Your Own Apprentice Program [RR 605]
I want you to invest in this episode, beginning to end. It is one of the most important topics we can discuss today. You’ve heard me say that apprenticing will be an essential strategy to fill the technician ranks. We need to collectively engage a reliable apprentice program at every professional shop in North America.
This is an episode where there is a lot of ‘HOW TO’ discussed. With me is Mike Davidson, shop owner and creator of an apprentice program that has been put through all the rogers. Mike is president of Industry Essentials. Also speaking is. Pete McNeil and Jake Sorenson from McNeils in Sandy, Utah who created their own apprentice program, and it was picked up by NAPA nationally.
This episode will help you get started. There is a lot in here to understand and learn. Yes, we need to do this, but there is no super easy button that makes it happen. I challenge you to commit to an apprentice program and engage a willing ‘student’ who wants to become a journeyman technician.
The show notes page contains a link to the PowerPoint slides and links to important sites to help you start. You can find our guest’s other episodes and the key talking points for this episode at remarkablersults.biz/e605Listen and view episode notes
THA 205 Requirements for Adding a Branch Store
Welcome to the 205th episode of the Town Hall Academy. New Year, New Challenges. Many in the industry are contemplating growth and many are thinking of selling or succession. Keep close to the insights and wisdom from your aftermarket peers, right here, who share their growth story with you.
I’m with Greg Bunch, Austin Miller, and John Manelas. Greg is the owner of Aspen Auto Clinic, Colorado. Austin Miller opened Tire Star in2011, and John owns Auto Care Plus and Euro Care Plus. Together this team has 15 branches and growing.
How many shops are enough? Is there a sweet spot? What qualities must a shop owner possess in order to successfully add a shop? What are the challenges? No doubt this group tells their tale of their initial branch store and the huge learning curve that happened with it and subsequent stores.
The key talking points from this episode are already done for you on the show notes page at remarkableresults.biz/a205.Listen and view episode notes
THA 204 What will 2021 Bring?
Welcome to the 204th episode of the Town Hall Academy as 2020 is ending and 2021 takes over. Covid-19 continues its wrath and still a huge part in our daily lives. Most important is to move forward with the anticipation and excitement of a new year.
So let’s talk about it. I’m with Gene Morrill owner of Certified Automotive in Glendora, CA, Greg Buckley CEO of Buckley Personalized Auto Care in Wilmington, DE and Joe Marconi from Osceola Garage, Baldwin Place, NY.
2021 will continue to be a year of transition. It won’t be easy. The panel talks about moving the couch, reviewing your fundamentals and believes it’s not over yet. If ever a time to be proactive not is it. We still have a lot of unknowns so pay attention to everything because there are many unknowns. The panel did an excellent job assessing their approach to the new year.
The key talking points from this episode are already done for you on the show notes page at remarkableresults.biz/a204.Listen and view episode notes
Reflections of My First Episode and Prudent Advice for the Ages [RR 600]
Welcome to the 600th Episode of Remarkable Results Radio. Enjoy some very candid talk and behind the scenes revelations from some of the very first episodes from my panel.
Along with the fun discussion, the panel dished out some great advice as the podcast continues to set the standard and the tone for aftermarket industry podcasts.
Our longevity is a testament to the leaders from every segment of the industry who have shared so that others have gained. We will continue to bring thought piercing issues and commentaries so that you grow your business acumen. As I said and I mean it from the bottom of my heart, this podcast is dedicated to you for “listening and learning” and for letting me know how much our content means to you. And a big shout out to the sponsors who make the podcast a reality. Please support them.
My guests bring and give color to this milestone event. Not many can reach the lengths we have reached but we have aced it through the support and respect from peers, students, coaches, service advisors, and shop owners. Welcome Greg Buckley from Buckleys, Dwayne Myers from Dynamic, G Jerry Truglia from TST, Bob Greenwood; CEO of AAEC, Kim Auernheimerfrom CS Automotive, and Matt Fanslow from Riverside Automotive.
We’ve reached these milestones, besides the 600th RRR, the 200th Town Hall Academy and the start of Aftermarket Weekly this year only because you are there and use this resource.
You can find our guest’s previous episodes, their bios, and the key talking points for this episode at remarkablersults.biz/e600Listen and view episode notes
THA 203 How My Business Changed as a Result of Covid-19 – A Look Back
A lot has happened as we drew to a close a year considered to be one of the most challenging years in our history.
Today, our topic talks about the changes and the challenges that Covid-19 swept on the aftermarket industry, along with every shop owner and team member. Did you push through? How did you cope? What changed and what changed permanently? These are some questions to reflect on as 2021 is on our doorstep. Reflect on your preparedness to face this unprecedented call to action.
Joining me are for this frank discussion is Jim Hayes, General Manager of Pacific Motor Service — and Dave Martin from Martin’s Auto Repair, Phoenix, AZ
The key talking points from this episode are already done for you on the show notes page at remarkableresults.biz/a203.Listen and view episode notes
Social Media Influencer- Do What is Right and Not Easy [RR 598]
Matt Fanslow and Scott Brown have been great contributors to the podcast. They also have no-nonsense views about Social Media and the diluting and filtering of information. They talk about the Dunning-Kruger effect and time consumption among other topics as they speak to the good and bad of social media. They do recommend being professional in handling your social media presence. Learn to be professionals in handling your social media presence.
Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN., and Scott Brown is a shop owner, an ASE Master Certified Automobile Technician and the CEO of Diag.net
You can find Matt and Scott’s previous episodes and the key talking points for this episode at remarkablersults.biz/e598Listen and view episode notes
Why Fix a Negative Attitude [THA 202]
Statistics and many studies concluded that a negative behavior creates liabilities in the business setting and strains relationships. On a personal level, it decreases productivity and performance. Not only does it damage teamwork, but it also makes for unhappy customers. Our episode today attacks why a negative attitude has no room in our industry!
Joining me is Craig O’Neill, Andy Pollina, from Legacy Auto Tech, Grand Rapids, and Rick White from 180 Biz.
The key talking points from this episode are already done for you on the show notes page at remarkableresults.biz/a202.Listen and view episode notes
Thinking Way Outside the Box with Greg Buckley [RR 597]
My friend Greg Buckley brought one of his way out of the box think to play here; that has an octopus analogy sliced in for good measure. Greg does make some excellent points that will help you and your business grow. Seen a copy of National Geographic lately? Have I teased you enough?
The talking points of this episode can be found at remarkablersults.biz/e597.Listen and view episode notes
Hiring a Business Coach [RR 596]
Learn how a coach can keep you focused, motivated, and accountable. It’s very easy to get lost in the day-to-day. It’s great to have someone to keep your feet on the ground.
I get a lot of requests to recommend things, especially business coaches. You know how much I believe in having a business coach. Well, I do not recommend business coaches, as I must be neutral, like the country Sweden. So many coaches bring their wisdom to you on the show and for that I am grateful. What I do do is give a link to all the episodes I’ve done with our industry’s business coaches.
In this case shop owner Rick Williams asked and I gave him the link. I went on to ask him if he would pick three and allow an interview with him and the three coaches as a sort of opportunity for shop owners without a coach to hear what goes on in the coach hiring process. Shop owner Rick Williams of Rix Automotive was kind enough to agree to do this and he chose Bill Haas of Haas Performance Consulting, Bob Greenwood of Automotive aftermarket E-Learning Center, and David Justice from Repair Shop of tomorrow.
You can find Rick, Bob, Bill, and David’s other episodes and the key talking points for this episode at remarkablersults.biz/e596Listen and view episode notes