Hypocrisy: Check Yourself, Before You Wreck Yourself – Matt Fanslow [RR 770]
It seems like the hot topic of late is customer service. Businesses are short-staffed… and everyone is asking for customers to be patient. But what happens when something goes wrong? How does that business handle that situation? How does the customer react? I’m joined by another network show host, Matt Fanslow. We discuss the hypocrisy that exists when a business owner is now the customer.
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Writing Ads That Attract Rock Stars [THA 288]
What’s the first step to hiring Rock Stars? It starts with the ad. A cookie-cutter ad with buzzwords will only get you so far. Instead of writing the ad from your perspective, step into the shoes of the position you are looking to fill … you may have done that job yourself. Did you ever think that you should be writing the ad for the spouse of the job position? It costs thousands of dollars to hire the wrong person. Get ready to get a handful of ideas in this episode, to help in your hiring goals.
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Processes: The Pulse of Your Business – Randy O’Connor [RR 763]
Have you ever thought about a few years ago and wished you did something differently? Maybe those few things that seemed impossible to implement weren’t as difficult as you thought. I’m with Randy O’Connor, Executive Director of Modern Tire Dealer Training and Educator Network. Randy gives an insightful analogy to processes and procedures being the lifeblood of your business. They connect everything. Put the work in and reap the rewards.
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Are You Selling Customer Experience or Price? [THA 284]
Price, price, price…our lives seem tied to it. And when it comes to customers, sometimes the price is the only question they feel they can ask. Instead of chalking them up as ‘price shoppers,’ are you using it as an opportunity to build a relationship and educate them on the value of your services? Many struggle with this. My panel discusses ways to make price irrelevant. Stay tuned and shift your perspective on price.
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The New ADAS L4 ASE Certification – Shepanek, Haugh, and Perkins [RR 761]
Have you heard about the new ASE L4 ADAS Certification? This test has been in development since January 2020 with the help of industry experts. My guests Matt Shepanek, Matt Haugh, and Keith Perkins say the certification is going to be a major differentiating factor when hiring technicians. We all know the best technicians are the ones constantly learning and training. Stick around for an inside look into the test development and tips on how to pass the test.
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The Extreme Value of a ‘SWOT’ for your Business [THA 283]
How often are you checking on the overall health of your business with your team members involved? Are you identifying and working on the strengths, weaknesses, opportunities, and threats, known as SWOT? How do you start a SWOT analysis? What are the benefits? How do you find your blindspots? Does knowing your SWOT give you a competitive advantage? My panel takes a deep dive into the value of SWOT and shares their own experiences.
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A Collective Think Tank – Marconi – Murphy – Morrill [RR 759]
Nothing beats live in-person industry events. There is power in the collaborative minds from around the country in one room. The podcast attended the 2022 Elite Invitational in San Diego and we recorded some incredible stories with essential aftermarket voices. At the end of the conference, I had the idea to grab Jim Murphy, Gene Morrill, and Joe Marconi for a recap of the event and their perspectives on our industry. Keep listening, you have the best seat in the house right next to these 3 aftermarket icons.
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Do You Have a 40% Close Rate For Pre Scheduled Appointments? Brett Beachler [RR 758]
How do your service advisors close their sales with a customer? Are they pre-scheduling for future maintenance appointments? Brett Beachler’s business has a 40% close rate for pre-scheduled maintenance appointments. He discusses how to make your current customers, your future customers. Grab a pen and paper or head to the shownotes on this episode. You don’t want to miss Brett’s closing presentation that can be implemented in your business.
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Is Your Mission Statement Your Passion Statement? – Bill Greeno [RR 755]
Was your mission statement created by yourself, or was it a collaborative effort from your employees? Is it listed on your website homepage? Do your customers know what it is? I’m with Bill Greeno at the 2022 Elite Invitational and he discusses how his team revamped its mission statement into a passion statement. Find out why affirmations were critical in starting the process.
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Survey Says [RR 753]
Did you know a simple survey gathers valuable input from your customers about your business? It’s time to tap into the customer’s viewpoint by listening to what they want. Your customer’s input is a great source for your marketing plan. Find out how many survey responses give you a good sampling. Get info on conducting your own survey with links on the show notes page.
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Motorist Assurance Program (MAP) [RR 751]
Is your shop a part of the Motorist Assurance Program (MAP)? If this is the first you are hearing about the Motorist Assurance Program, you just may be pleased to know that MAP provides repair and maintenance standards that create trust between the consumer and your business. Besides the consumer element. MAP follows and gets updates on state bills, guidelines, and regulations that you might not be aware of.
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Tom’s Trends – Shop Open & Close Hours [CC 106]
Are You Knocking on the Doors of your Local Schools? [AW 100]
What better what to celebrate the 100th Episode of Aftermarket Weekly than with my family? We have a school field trip to the Ready Academy in Buffalo, NY where my son Matthew Capriotto is the School Counselor. Get an inside look at placing interns and working with local businesses. Hear from both students and teachers.
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There Can Be Change Without Progress, But No Progress without Change – Chris Cloutier [RR 731]
Did you know you’re 27% smarter when you’re positive? It makes sense, doesn’t it? Having a positive attitude can change everything if you let it. I’m with Chris Cloutier at Vision 2022. We didn’t have an agenda or talking points. He came in, sat down, and in classic Chris fashion, I was on the edge of my seat listening to him. Find your positivity and get smarter.
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Are You Comfortable With Your Problems? Business Coaches Lab [RR 729]
You’re going to love this transparent interview recorded live at vision 2022. 3 business coaches, and no agenda. Listen firsthand from these business coaches on why so many business owners are struggling and how they are able to lift them to success. We talk about marriages, ego, habits, mistakes, and bad reactive pricing.
How To: Change Your Mindset – Murray Voth [RR 727]
What’s the real reason why you became a business owner? Did you want to be your own boss? Have a flexible schedule? Were you certain you could do things better? My guest Murray Voth explains there’s an ‘entrepreneurial fizz” with so many technicians becoming business owners. But changing your mindset from tech to business owner doesn’t come easy or naturally.
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Can the Independent Aftermarket And OE Work Together? [RR 725]
I have a question for you, are the OEMs really after the service and repair market? Or do they need us as much as we need them? Can we work together, and will that give us access to important information? Rob Merwin joins me, the publisher at Aftermarket Matters, and brings his intel on the Right to Repair Act and topics he reports on. He has big dreams of everyone working together.
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Power Panel: To Your Health [CC 105]
I’m bringing my power panel back for an important and often overlooked topic, getting healthy. Do you exercise if so what kind of exercise are you getting? My panel explains what they do. How long does it take to get results? How does stress affect our health? How do you curb cravings? My panel shares their routines and challenges. Don’t wait until there’s a health scare to change, lead a healthier life.
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It’s Time to Revamp Our Industry Training [THA 264]
This episode continues the previous discussion about learning environments and breaking the mold for both teachers and students. My group wants to revamp training (the lectures and presentation style) with smaller focus groups, that will allow the attendees to understand theories and concepts and have them apply them within a study group. This episode will push your think on the transfer of knowledge and maybe it’s time to break the mold on training.
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The Leap From Employment to Ownership [THA 263]
100% of business owners leave their business, either by design or due to unfortunate circumstances. The dialogue between the owner and potential successor needs to happen as soon as possible. But how do you start that conversation as an employee? In this episode, we role-play that discussion with Bob Ward, financial advisor and consultant from Wardden LLC. We also hear from James Maurer, a former service advisor and now an owner in transition, and Craig Tice, a 20-year technician looking to become a business owner. Let this episode be your blueprint to get the ball rolling.
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Financial Help For Your Team [THA 262]
Where did you learn about finances? Did you learn it from your parents? Finances are one of the most important elements in our lives, yet most of us never really understand it or discuss it with our spouses or employees. Listen to 3 shop owners that make finances a part of the conversation in their business and for their people.
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EV Charging Station: What You Need to Know [THA 261]
Going against a tide is never easy, but if you don’t start, you will be left behind. Ever thought of an EV charging station at your shop? There are a bunch of things to consider. Listen firsthand from shop owners that have an EV charging station at their locations. Find out why they did it, especially knowing it wouldn’t be a revenue builder today. Gain insight and knowledge to keep you current on EV charging station considerations.
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The Big Picture Program [RR 715]
I recently had the privilege to connect with Karen Monaco, a teacher for a local school district and advisor for the Big Picture Program during a local independent shop owner meeting. This national program puts students at the center of their own learning through “leave to learn” internships and shadowing at local businesses. If you’re not involved with education, this is your wake-up call to get started. All it takes is a phone call. My goal is that this episode shows you the way to engage our young people in our industry.
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Handling A Toxic Employee with Dr. Dave Weiman [RR 713]
How do we handle a toxic employee? How long have we noticed their behavior and never addressed it? Is it hard for owners to let someone go that they hired and thought would be a great fit for the team? Dr. Dave Weiman, psychologist, and owner of Weiman Consulting explain the behavioral background of a toxic employee. Every business owner needs to listen to this episode!
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Tom’s Trends – Technicians [CC 103]
Welcome to another CarmCast featuring Tom Ham from the Automotive Management Network. To watch the video version of this episode head to my carm capriotto youtube channel. Tom brings some interesting trends he’s collected from surveying aftermarket professionals. We’re jawing about stats on the technician shortage and that your next tech may be closer than you think. You might be surprised by the survey results and these trends. Let’s dive in.
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