Service Talk Archives - Remarkable Results Radio https://remarkableresults.biz/captivate-category/service-talk/ Auto Repair Business Success Stories Tue, 27 Jan 2026 19:38:33 +0000 en-US hourly 1 https://remarkableresults.biz/wp-content/uploads/2020/05/cropped-site_icon-32x32.jpg Service Talk Archives - Remarkable Results Radio https://remarkableresults.biz/captivate-category/service-talk/ 32 32 The 250K Mile Mindset: Selling Maintenance Without Selling Fear [THA 470] https://remarkableresults.biz/remarkable-results-radio-podcast/a470/ Fri, 30 Jan 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a468/

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

Reaching 250,000 miles on a vehicle isn’t luck—it’s leadership.

In this episode, we explore what long-term vehicle maintenance really looks like and why today’s shops must rethink how they communicate with customers. Too often, maintenance is treated as a series of isolated repairs. This conversation reframes it as a strategic process built on education, transparency, planning, and advocacy.

In this episode, you’ll discover how to:

  • Shift your shop culture from reactive repairs to proactive planning

  • Position service advisors as educators and advocates

  • Use cost-per-mile analysis to demonstrate real vehicle value

  • Build trust through professional language and clear expectations

  • Align inspections with long-term ownership goals

  • Improve maintenance acceptance without fear-based selling

  • Create systems that support consistent follow-up

Key Discussion Topics

  • Why 250,000-mile vehicles are built through strategy, not chance

  • The difference between transactional service and advisory leadership

  • Using documentation and trends to guide decisions

  • Structuring pay plans to reinforce professionalism

  • Turning maintenance into a long-term relationship

Why This Episode Matters

When customers understand that their vehicle can realistically reach 250,000 miles with the right care, everything changes.

Trust improves. Approvals become easier. Loyalty deepens. And your shop evolves from a repair facility into a long-term partner in vehicle ownership.

This episode shows how sophisticated professionalism, consistent processes, and education-first communication can transform both customer relationships and business performance.

Brett Beachler, Beachler’s Vehicle Care & Repair, Peoria, IL. Listen to Brett’s previous episodes HERE

Rena Rennebohm, CEO and Creator of Empowered Advisor. Rena’s previous episodes HERE.

Thanks to our Partner, NAPA TRACS

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Thanks to our Partner, Today’s Class

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/

Thanks to our Partner, KUKUI

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

Thanks to our Partner, Pit Crew Loyalty

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

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– The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

– Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

– Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

– Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

– The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

– The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

– Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm

 

 

]]> Uber, Loaners, and Shuttle Solutions for Automotive Clients [THA 446] https://remarkableresults.biz/remarkable-results-radio-podcast/a446/ Fri, 15 Aug 2025 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a445/

Thanks to our Partners, NAPA TRACS, and Today’s Class

Thanks to our Partner, NAPA TRACS

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Thanks to our Partner, Today’s Class

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/

Connect with the Podcast:

]]> The Power of Service Proposals [RR 974] https://remarkableresults.biz/remarkable-results-radio-podcast/e974/ Tue, 23 Jul 2024 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/rr-974/

Thanks to our Partner, NAPA Auto Care

Chris Dekker shares his use of service proposals, shop cleanliness, and appointment reminders to enhance customer satisfaction. The episode underscores the value of professionalism, continuous learning, and adapting to industry changes to meet evolving client needs.

Chris Dekker, My Garage Auto and Tire, Airdrie, Ontario, Canada. Chris’ previous episodes HERE

Download Chris’s Service Proposal HERE.

Show Notes

  • Watch Full Video Episode
  • The importance of service proposals (00:02:52) Chris discusses the use of service proposals for estimates and outlines the benefits of their business to potential clients.
  • Enhancing the customer experience (00:04:32) The discussion delves into the details of the service proposal, focusing on how it communicates the client experience and positions the business in the market.
  • The impact of shop cleanliness (00:09:47) The importance of shop cleanliness in retaining and earning clients is highlighted, emphasizing the role of the front office in the client experience.
  • Appointment reminders and booking ahead (00:11:57) Chris explains the use of SMS reminders and the process of booking maintenance appointments, including the software used for notifications.
  • Innovative ideas and readiness for EVs (00:14:30) The importance of seeking innovative ideas from other businesses and industries is discussed, followed by information about training for servicing hybrid and EV vehicles.
  • The importance of learning from others (00:16:34) Discussing the value of learning from others’ experiences and implementing new ideas in the automotive industry.
  • Accountability and coaching in business (00:17:15) Exploring the benefits of having an accountability partner and business coaching for success in the automotive industry.
  • Adapting to electric and hybrid vehicles (00:18:49) Discussing the focus on electric and hybrid vehicle repairs, including significant investments in training and tooling.
  • Training on electric vehicle repair (00:20:01) Exploring the various training methods for electric vehicle repair, including in-person, online, and practical experimentation.
  • Client experience and innovation (00:22:03) Emphasizing the importance of client experience and innovation in the automotive industry, including the introduction of new client-focused ideas.
  • Ensuring safety and reliability (00:25:05) Detailing the company’s policy to ensure safety and reliability, including the process of wheel retorquing and client communication.
  • Client-focused service proposals (00:27:56) Highlighting the significance of client-focused service proposals and the importance of considering more than just the cost in the automotive industry.

Thanks to our Partner, NAPA Auto Care

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

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-Special episode collections: https://remarkableresults.biz/collections

]]> Shop Owner Mastermind [THA 373] https://remarkableresults.biz/remarkable-results-radio-podcast/a373/ Thu, 28 Mar 2024 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a372/

In this Mastermind style podcast episode of the Aftermarket Radio Network’s Town Hall Academy, host Carm Capriotto discuss the significance of training, customer loyalty, and the challenges of business expansion. Matt Wagg, AJ Nealy, and John Long share their experiences investing in their teams’ development, creating memorable customer experiences, and the personal growth required for successful leadership. They also delve into the complexities of scaling from a single shop to multiple locations, discussing the importance of readiness, strategic planning, and learning from both successes and failures in the expansion process.

Matt Wagg, Accelerated Diagnostics and Automotive, Bennington, NE

AJ Nealey, Nealey Auto and Tire, 5 Locations, Edgewater, Deale, Owings, Pasadena, and Rockville, MD

John Long, Total True Automotive, 3 Location MSO, Shertz, and New Braunfels, TX

Show Notes:

  • Watch Full Video Episode
  • Matt Wagg’s journey (00:00:39) Matt Wagg shares his journey into the shop business, including his business plan and speaking at a college.
  • AJ Nealy’s experience with the podcast (00:01:08) AJ Nealy discusses his experience with the podcast and his approach to business.
  • Earning customer loyalty (00:05:14) The panel discusses the importance of earning customer loyalty and creating memorable experiences.
  • Creating a positive customer experience (00:07:08) The panel talks about creating a positive customer experience and the importance of communication.
  • Unexpected extras for customers (00:10:13) John Long shares examples of unexpected extras for customers, such as giving out stuffed animals and matchbox cars.
  • Investment in training and loyalty (00:13:33) AJ Nealy and Matt Wagg discuss the investment in training and the impact on employee loyalty.
  • The impact of closing for training (00:15:46) The positive impact of closing for training on staff and customer perception.
  • Empowering employees through training (00:16:45) The importance of empowering employees through training and the impact on customer and employee satisfaction.
  • The importance of operational excellence (00:22:23) The focus on operational excellence, cross-training, and creating a consistent guest experience.
  • Leadership and business growth challenges (00:26:12) Challenges faced in leadership, business growth, and the need for personal and professional development.
  • Adapting to leadership role and business redefinition (00:28:02) The need for redefining the role as a leader, making difficult choices, and redefining business operations.
  • Growth and future business plan (00:31:29) Discussion on surpassing business plan goals, the need to plan for the future, and the desire to spread skills to the community.
  • The feeling of going from 1 to 2 (00:32:09) Exploring the decision to expand from one to multiple stores and the passion and drive required.
  • Preparation and access to capital (00:32:37) The importance of being ready with processes, systems, and access to capital before expanding to multiple locations.
  • Different approaches to expansion (00:34:23) Considerations and challenges of different approaches to expanding, such as new build, brownfield, or acquisition.
  • Challenges and surprises in expansion (00:37:06) Challenges faced in opening new locations, including marketing, demographics, and unexpected surprises.
  • Learning from mistakes and failures (00:39:53) The importance of learning from mistakes and failures in the process of expanding and growing the business.
  • Adapting to different store cultures (00:42:42) Understanding the differences in store cultures and leadership styles as businesses expand to multiple locations.

Thanks to our Partner, NAPA TRACS

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Connect with the Podcast:

-Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

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-Buy Me a Coffee: https://www.buymeacoffee.com/carm

-The Aftermarket Radio Network: https://aftermarketradionetwork.com

-Special episode collections: https://remarkableresults.biz/collections

 

 

 

]]> The Evolution of Automotive Technology Training [THA 372] https://remarkableresults.biz/remarkable-results-radio-podcast/a372/ Thu, 21 Mar 2024 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a372/

NAPA trainers Curt Eigenberger, Bill Weaver, and Randy Cohen, discuss the critical role of training in the automotive industry’s shift towards electric vehicles (EVs). The conversation underscores the industry’s evolution, the need for technicians to update their skills continuously, and the overarching theme of safety and ongoing education in response to technological advancements.

The role of mechanical and technology specialists is changing faster than a pit stop at the Indy 500. Always know that training is a key pillar to your strategic success. We’re not just talking about keeping up with the latest tech but about staying ahead of the curve.

Show Notes:

  • Watch Full Video Episode
  • Link to NAPA Auto Tech Training
  • Technology Skills and Mindset (00:02:06)
  • The conversation delves into the mindset and skills required for today’s technology specialists, emphasizing the blend of engineering knowledge and artisan skills.
  • Evolving Training with Technology (00:04:57)
  • The evolution of training in response to technological advancements, including the need to adapt to industry trends and technician needs.
  • Youth in the Automotive Industry (00:06:53)
  • Insights on the changing demographics in the automotive industry, including the increasing interest in technology and electronics among young technicians.
  • Preparing Future Specialists (00:09:47)
  • Identifying and grooming individuals for technology specialist roles, emphasizing the importance of motivation, desire, and forward-thinking.
  • Traits of Successful Specialists (00:13:26)
  • Key traits of successful technology specialists, including problem-solving skills, critical thinking, and the ability to anticipate future industry developments.
  • Recruiting and Identifying Talent (00:14:44)
  • The recruitment of potential technology specialists, with an emphasis on identifying talent within the existing workforce and beyond.
  • The need for a different mindset (00:16:16)
  • The need for individuals to adapt to new technologies and change their mindset.
  • Adapting to high-voltage electricity (00:17:12)
  • The importance of understanding and respecting high voltage electricity and the need for proper training and safety measures.
  • Safety and training for electric vehicles (00:19:12)
  • The necessity of safety and proper training for working on electric vehicles, emphasizing the need for awareness and respect rather than fear.
  • Changing approach to working on vehicles (00:21:31)
  • The need to rethink traditional practices and prioritize safety when working on vehicles, especially in the context of electric vehicles.
  • Pre-qualifications and assessments for EV training (00:24:30)
  • The importance of pre-qualifications and assessments for individuals attending EV training, emphasizing the need for certification and safety awareness.
  • The future of automotive technology (00:27:02)
  • The future of automotive technology, including trends in alternative fuels and propulsion systems, and the evolving nature of the industry.
  • Embracing change and technology in the industry (00:28:55)
  • The excitement and opportunities in embracing new technologies and changes in the automotive industry, emphasizing the need for continuous learning and adaptation.
  • Adapting to new roles in the industry (00:29:14)
  • The shift away from traditional stereotypes in the automotive industry, focusing on the evolving roles and opportunities for individuals interested in technology.
  • The importance of conversational learning (00:32:53)
  • The value of conversational and interactive learning, allowing for open discussions and addressing individual struggles and concerns during training.
  • The importance of class engagement (00:33:22)
  • Encouraging conversational learning and active participation in training classes.
  • The value of asking questions (00:34:55)
  • The importance of asking questions, even if they seem basic, to enhance learning for everyone.

Thanks to our Partner, NAPA TRACS

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Connect with the Podcast

-Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

-Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

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-Buy Me a Coffee: https://www.buymeacoffee.com/carm

-The Aftermarket Radio Network: https://aftermarketradionetwork.com

-Special episode collections: https://remarkableresults.biz/collections

]]> Embracing Change: Navigating the Electrification Revolution [AW 165] https://remarkableresults.biz/remarkable-results-radio-podcast/aw165/ Sat, 08 Jul 2023 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/aw165/

Dave Hobbs discusses the challenges and changes brought about by electrification in the automotive industry. Dave shares his experience with hub bearing failures, the importance of proper charging cables for electric vehicles and the maintenance requirements of EVs. He also discusses the recently launched ASE Safety Certification and the importance of safety in the industry. It’s an exciting time, and by embracing change and staying curious, technicians can ensure their success in this evolving landscape.

Dave Hobbs, Senior Technical Trainer and Curriculum Developer for Delphi Technologies. Dave’s previous episodes HERE.

  • Watch Full Video Episode
  • Prepping for Electrified Vehicles (00:04:17) Discussion on the changes and challenges technicians face when working on electrified vehicles.
  • New Method of Disconnecting High Voltage Systems (00:05:21) Exploring the shift in disconnecting high voltage systems in newer vehicles.
  • Constantly Tweaking Presentations and Flexibility in Teaching (00:11:26) Dave discusses his approach to teaching, constantly tweaking presentations, and being flexible to meet customer expectations.
  • Changes in Electrification and Importance of Reading Technical Service (00:13:53) Dave talks about the changes in electrification in vehicles, the importance of reading technical service, and
  • Using a tester to check the compatibility of charge cables with power sources (00:19:22)
  • Challenges and details of electrification in the automotive industry, including the use of extension cords and maintenance requirements (00:21:17)
  • ASE Safety Certification (00:27:11)
  • Importance of Safety Certification (00:30:53) Importance of requiring safety certification for technicians working on electric vehicles to prevent accidents and injuries.
  • Hidden Challenges of Electrification in Automotive Industry (00:35:56) Discussion on the difficulties technicians face in identifying and working with hidden electric components in newer cars.
  • Variety of Electric Motors in Vehicles (00:37:10) Exploration of the different types and locations of electric motors in vehicles, such as belt-driven alternator starters and motors inside the transmission.
  • Charging Systems in Hybrid and Electric Vehicles (00:38:04) Explanation of the various components involved in charging the battery pack and the 12-volt battery in hybrid and electric vehicles.

Thanks to our Partner, Dorman Products. Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

Connect with the Podcast:

-Join our Insider List: https://remarkableresults.biz/insider

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

-The Aftermarket Radio Network: https://aftermarketradionetwork.com

-Special episode collections: https://remarkableresults.biz/collections

]]> Where is Car Count Heading? Catching Up with Greg Bunch [AW 151] https://remarkableresults.biz/remarkable-results-radio-podcast/aw151/ Sat, 01 Apr 2023 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/aw149

Catching up with Greg Bunch, President of Transformers Institute, on his perspective on the pulse of our industry with car count, customer service, coaching, and what a top-tier CEO should be focusing on. 

Greg Bunch, Aspen Auto Clinic, Transformers Institute. Listen to Greg’s previous episodes HERE.

Show Notes:  

  • Watch Full Video: HERE
  • The heartbeat of the automotive repair business- we love cars, we love people, and we love taking care of people. We love solving problems.
  • Over the last two years- people stopped buying new cars and are keeping their cars longer
  • Challenges- car count dropping post-COVID, you must continue to work hard on your customer service. 
  • The first part of the customer experience is the phone call 
  • FORD – Ford is family, occupation, recreation, and dreams
  • What are people scared about with auto repair? People are saying they want someone to be nice to them
  • Coaching- fine-tune your craft
  • A good CEO is looking long into the future to find out what’s going to happen in our industry
  • By 2030 ICE cars will be down by 15%
  • Build a sellable business

Thanks to our Partner, Dorman Products. Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

Connect with the Podcast:

-Join our Insider List: https://remarkableresults.biz/insider
-All books mentioned on our podcasts: https://remarkableresults.biz/books
-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom
-Buy Me a Coffee: https://www.buymeacoffee.com/carm
-The Aftermarket Radio Network: https://aftermarketradionetwork.com
-Special episode collections: https://remarkableresults.biz/collections

Check out today’s partner:

]]> Delivering Amazing Customer Experience is Taught, Not Assumed [AW 149] https://remarkableresults.biz/remarkable-results-radio-podcast/aw149/ Sat, 18 Mar 2023 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/aw148

How do you create an amazing customer experience in your business? Guess what? No one is born with those skills, but your employees are can turn talent into a skill with proper training. 

Joe Marconi, Executive Council Member, Elite Worldwide. Auto Shop Owner. Joe’s Episodes HERE.

Watch Full Video Episode HERE

Show Notes:  https://www.autoshopowner.com/

  • It’s never too early in business to prepare for the unexpected and your eventual exit.
  • Life can throw you a curveball, and we have all heard the stories of a shop owner that had a life-changing illness or worse. As a shop owner, are you prepared for life’s curve balls? And what about your family?  In addition, the primary responsibility of the business owner is to create an exit strategy.  It’s not that you are selling tomorrow, but preparing for an exit strategy grows a successful business and is worth more. Curveballs and Exit strategies go hand in hand. 
  • Build your business as a home; build it to sell in the future
  • THA 316 surviving health scare
  • Delivering an amazing customer experience is taught, not assumed
  • Amazing customer service is lacking these days, and so is creating a world-class customer experience. By the way, customer service and customer experience are different. All too often, we blame the employees, especially younger people, for not having the people skills to create an amazing customer experience. Well, no one is born with those skills, and just like the skill of playing the piano or shooting a basketball, having the talent is one thing, but to hone that talent into a skill takes training. 
  • What is great customer service? What does it look like? Do you have in-house training in place for everyone in the business? 
  • Be prepared for customers- lower their anxiety.
  • Get into the hearts and minds of the individual- personalize it, make notes
  • Talent comes first, develop the skills comes second

Thanks to our Partner, Dorman Products. Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

Connect with the Podcast:

-Join our Insider List: https://remarkableresults.biz/insider
-All books mentioned on our podcasts: https://remarkableresults.biz/books
-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom
-Buy Me a Coffee: https://www.buymeacoffee.com/carm
-The Aftermarket Radio Network: https://aftermarketradionetwork.com
-Special episode collections: https://remarkableresults.biz/collections

Check out today’s partner:

]]> What Should We Call DVI’s? [THA 293] https://remarkableresults.biz/remarkable-results-radio-podcast/a293/ Thu, 15 Sep 2022 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a293

In the world of the customer, do they know what DVI stands for or what an inspection really is? Have you thought about calling it a “Vehicle Health Check?” My panel discusses the importance of transparency with your customer and why you might want to change the term ‘DVI.’

Watch the Episode on YouTube

Clint White, Service Advisor Coach & Shop Consultant with CWI. Listen to Clint’s previous episodes HERE

Ryan von Steinen, General Manager, JB Import Automotive Repair, St. Petersburg, FL

Adam Liu, Essential Auto Care, Middle Village, NY

Key Talking Points

  • Inspection vs Vehicle Health Reports. With a digital format available that delivers much more transparency and value, we need an UPGRADED term for our in-depth process that we present to each customer
  • The value in GREAT and Personable Vehicle Health Reports to technicians, advisors, and the facility. 
  • In states such as NY, any kind of “inspection” usually resonates with State Inspection.
  • In-depth Vehicle Health & Safety Evaluation
    • IN-DEPTH – An extremely high-value, thorough & extensive process that focuses on knowing actual conditions, measurements & facts.
    •  If it can be known it WILL be known; and if it is known then it WILL be shown – C. White
    • VEHICLE HEALTH – Just like the human body, a vehicle can be in a poor state of well-being, leading to unreliability, poor fuel economy, and inconvenient break-downs.
    • SAFETY – Equally as important as Vehicle Health, Vehicle Safety or the lack thereof directly impacts the consumer’s peace-of-mind
    • EVALUATION – A physical assessment (including test drive) of the entire vehicle performed by an expert technician in which the condition of every accessible system in the vehicle is scrutinized, documented, and reported to the customer in an easily understandable format.

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com

 

 

 

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com

]]> Maximizing Space and Efficiency – Bob Noreiga [AW 121] https://remarkableresults.biz/remarkable-results-radio-podcast/aw121/ Sat, 03 Sep 2022 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/aw120

Guest Host and Shop Tour with Bob Noriega, AutoWorks of Tampa, Tampa, FL.

Watch on YouTube

Bob Noriega, AutoWorks of Tampa, Tampa, FL. Listen to Bob’s previous episodes HERE.

Link to the first episode with a discussion of craft beers HERE.

Key Talking Points

  • “The most important car is the car not at your shop yet”
  • Acquired in 2013, outgrew shop, 35K a month- now over $190-220k per month, maximizing space
  • 220-280 cars per month
  • Growth- 59 parking spaces, 7 bays, 10 employees
  • Management flow- parts person (detailed oriented, assists the service writers, estimates), car transporter (the shop backbone), increase nonverbal communication
  • Success is small changes that are accumulated 
  • Any bill over $1,500 requires a deposit due to limited space in the parking lot. 

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Important Books

Check out today’s partner:

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

 

]]> Customer Amenities [THA 291] https://remarkableresults.biz/remarkable-results-radio-podcast/a291/ Thu, 01 Sep 2022 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a290

Customer amenities aren’t just a snack bar and some coffee k-cups. It takes more to deepen a relationship.  My panel of shop owners goes beyond the free wifi and beverages to really wow their customers and make that lasting impression. Amenities are your ultimate marketing tool for your business. Take Note!

Watch the Episode on YouTube

Rachel Spencer, Spencer’s Auto Repair, Krum, Texas. Rachel’s Previous Episodes HERE

Matt Lachowitzer, Matt’s Automotive Service Center, Fargo-Moorhead, North Dakota and Minnesota. Listen to Matt’s previous episodes HERE

Jorge Gilligan, Revolution Motor Works, Finksburg, MD Listen to Jorge’s Episodes HERE.

Key Talking Points

  • Why Amenities- loaner cars, coffee, tea, branded water bottle, free wifi, hand sanitizers, ice scrappers, little things make a big difference.
  • Customer experience- ‘be so good they won’t forget you,’ it’s your ultimate marketing tool. Customers expect the repair to be done correctly, but what gives them a lasting impression?
  • As an owner, show your team members and vendors the same amount of service as you do your guests
  • FORD- family, occupation, recreation, dreams
  • Any car seat gets a buckled bear in the car seat by technicians- notes are saved in a customer file
  • Wow Budget- empowered employees
  • Swag- normally under $1, $30-40 swag bag for VIP customers
  • “Any way you slice it, we’re grateful for you” $1 pies for customers with VIP card
  • “Thanks for being the heart of our business” Valentine’s day mug of treats
  • “Thanks for making our spirit’s bright” Christmas Candle
  • “We like the way you roll; thanks for coming in.” Tootsie roll
  • Here is a picture from Matt Lachowitzer. A welcome to his customer:

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Aftermarket Radio Network

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Important Books

Check out today’s partners:

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com

 

 

 

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com

]]> Is Your Bathroom Like the Ritz Carlton? [THA 281] https://remarkableresults.biz/remarkable-results-radio-podcast/a281/ Thu, 23 Jun 2022 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a280

Did you know your customer’s bathroom is one of the most important reflections of your business to your customer? It reflects the commitment to a clean environment, it will affect your customer’s perception of your business and it demonstrates how well you’ll care for their personal vehicle. My panel discusses simple bathroom amenities that can have a huge impact and lasting impression on customers. Strive to have a customer rest room that is like the Ritz Carlton.

Watch the Episode on YouTube

Rachel Spencer, Spencer’s Auto Repair, Krum, Texas. Rachel’s Previous Episodes HERE

Dale Warmuth, Leon’s Car Care Center, Eureka, CA

Key Talking Points

  • Attention to detail- committed to customers, feels like home, purse hooks, lotion, indicates the quality of the shop. 
  • Clean, functional and responsible, and attentive 
  • Employees share responsibilities with their employees restroom
  • Cleaning- checking on the bathroom several times a day than cleaning it in the evening
  • Lighting and paint are key areas to update quickly, and quality toilet paper 
  • You have 1 opportunity to make a first-class experience

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

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Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

More Time. More Profit. Shop-Ware Shop Management getshopware.com

]]> ABC Technician: What Does It Mean? [THA 280] https://remarkableresults.biz/remarkable-results-radio-podcast/a280/ Thu, 16 Jun 2022 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a279

Are A,B, and C technician levels outdated? Or do we need to take into account specialized skills that can be required in certain areas? Is there room for A, B and C levels within categories? As our industry continues to change, maybe our perspectives on technician labels change too.

Watch the Episode on YouTube

Tim Iezzi, Iezzi’s Auto Service, Reading, PA

Ryan Kooiman, Director of Training, Standard Motor Products. Ryan’s previous episodes HERE.

Matt Fanslow, lead diagnostician and shop manager, Riverside Automotive, Red Wing, MN. Matt’s previous episodes HERE

Matt Fanslow Podcast: Diagnosing the Aftermarket A to Z

Key Talking Points

  • After Covid, techs were a bit burnt out on webinars and sitting behind computer screens-they appreciated being able to be hands-on again and in person without having to drive and take up their personal time after hours.
  • Pick an area to focus on- like a business coach for your technicians. Start from the ground floor 
  • Similar to case studies- using cars to teach and diagnose at the same time
  • Training- collective education on a subject matter
  • Trainer and technician bond when you’re in the shop
  • Logistically easier having in house than traveling for training
  • Assessments of every technician with 1 trainer
  • Fosters open and receptive culture
  • The relationship between techs and Scott and owners and Scott is valued and appreciated.  He gets to know them and can determine strengths and areas for growth.  The collaboration as a team is increased as well. 
  • Documenting/journaling for technicians to reference past jobs

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

More Time. More Profit. Shop-Ware Shop Management getshopware.com

]]> Technician Mentoring [THA 279] https://remarkableresults.biz/remarkable-results-radio-podcast/a279/ Thu, 09 Jun 2022 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a279

There are business coaches for shop owners, service advisors, COO’s and managers. But what about technicians? Training events are critical for everyone in your shop, but one on one technician mentoring at your facility is unrivaled. Find out the benefits of bringing a trainer in specifically to teach your team.

Watch the Episode on YouTube

Eric Ziegler, EZ Diagnostic Solutions.  Eric’s previous episodes HERE.

Scott Shotton, The Driveability Guys. Scott’s previous episodes HERE.

Tara Topel, Topel’s Service Center Inc. Tara’s previous episodes HERE.

Key Talking Points

  • After Covid, techs were a bit burnt out on webinars and sitting behind computer screens-they appreciated being able to be hands-on again and in person without having to drive and take up their personal time after hours.
  • Pick an area to focus on- like a business coach for your technicians. Start from the ground floor 
  • Similar to case studies- using cars to teach and diagnose at the same time
  • Training- collective education on a subject matter
  • Trainer and technician bond when you’re in the shop
  • Logistically easier having in house than traveling for training
  • Assessments of every technician with 1 trainer
  • Fosters open and receptive culture
  • The relationship between techs and Scott and owners and Scott is valued and appreciated.  He gets to know them and can determine strengths and areas for growth.  The collaboration as a team is increased as well. 
  • Documenting/journaling for technicians to reference past jobs

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

More Time. More Profit. Shop-Ware Shop Management getshopware.com

]]> Father Daughter Teams [THA 259] https://remarkableresults.biz/remarkable-results-radio-podcast/a259/ Thu, 20 Jan 2022 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a258

Key Talking Points

  • Thoughts that daughters bring to the table- being an employee, not a ‘favorite,’ earn respect from peers (testing period), don’t be reactionary
  • Learning to keep the status quo of the business and community while continuing to make improvements and grow
  • Pop By Marketing- popcorn and coupon to local businesses
  • Role definition prior to transition
  • Transitional period and length- be prepared
  • Encouraging respect
  • Making the business your own- bringing a different perspective
  • Transitioning daughter to be the face of the business- 60% of repairs are purchased by females
  • Fluid trust- with customers and between father/daughter team, trusting employees to decide
  • Be open to asking questions and have thick skin
  • Lauren attended peer group meeting with her father which opened her perspective and realized she wanted to join the industry
  • Be a learner. Everything is figure-out-able!

Connect with the show:

Aftermarket Radio Network

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Buy me a coffee

Important Books

Check out today’s partners:

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com

Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few?

Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day.
Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop.  Visit www.getbroadly.com/chat to learn more.

The Panel

Ashlan Kaplan, General Manager, Cannon Auto Repair, Cannon Falls, MN. Ashlan is Rich’s daughter and has been around the shop since she was a kid. She enjoys continuing to learn all about the automotive business and looks forward to helping it grow and serve our local community for years to come! Outside of work she enjoys spending time with her husband, two kids: Lincoln and Sophie and two fur babies Simba and Nala. Listen to Ashlan’s previous episodes HERE

Rich Udenberg, Owner, Cannon Auto Repair, Cannon Falls, MN.  Rich Udenberg brings 45 years of experience to the trade and our service personnel has over 45 years of experience in the industry.

Lauren Anderson, Executive Assistant, Victory Auto Service, 9 Locations, MN. Listen to Lauren’s previous episodes HERE

Jeff Matt, Owner, Victory Auto Service, 9 Locations, MN. Jeff founded Victory Auto Service & Glass with a commitment to providing exceptional service to those in need of automotive repair and maintenance. Growing up in Minnesota, Jeff worked as an automotive technician before opening Victory Auto Service & Glass. Jeff had always dreamed of opening a shop where the customer always felt cared for, never felt taken advantage of, and always received the highest quality service at the best price. Victory Auto Service & Glass first opened our doors in 1997 with a small, one-bay shop in Spring Lake Park. We have been growing ever since, thanks to our loyal and supportive customers like you. Listen to Jeff’s previous episodes HERE

 

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