Support Services Series Archives - Remarkable Results Radio

Are You Hiring or Just Filling a Position? The Truth About Automotive Recruitment [THA 410]

Carm Capriotto, AAP — Fri, 06 Dec 2024 19:00:00 +0000

Thanks to our Partners, NAPA TRACS, Auto-Fix Auto Shop Coaching, and Today’s Class

Partnering with a recruiter isn’t just about filling a position—it’s about building a team that drives your business forward.

In this episode, Kelly Cavanaugh, VP of Recruiting at Promotive, Brian Burris, Account Manager at Promotive, and Matt Fanslow, Shop Manager and Diagnostician at Riverside Automotive, share expert insights on attracting and retaining top talent in the automotive industry. Gain valuable perspectives from both a recruitment company and the shop level, offering a well-rounded view on hiring strategies, retention, and building successful teams.

Dive into critical topics shaping the industry, including:

Recruiting Strategies to attract top talent
Retention Techniques to keep employees engaged
Overcoming Ghosting in today’s hiring landscape
Resume Building tips for technicians
Cultural Fit and why it matters in building strong teams

Kelly Cavanaugh, VP of Recruiting, Promotive

Brian Burris, Account Manager, Promotive

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

Show Notes

Watch Full Video Episode
It’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. 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 www.gopromotive.com.
Challenges in Hiring (00:02:56)
Cultural Fit in Interviews (00:03:49)
Pre-Screened Interview Questions (00:04:55)
Working Interviews (00:05:52)
Confidentiality in Job Searches (00:06:37)
Reasons for Leaving Jobs (00:07:02)
Culture and Career Opportunities (00:08:11)
Balancing Work and Training (00:08:34)
Investment in Training (00:09:11)
Candidate Profiles and Training Willingness (00:12:56)
Resume Building Assistance (00:17:09)
Candidate Preparation for Interviews (00:18:34)
Curious vs. Serious Job Seekers (00:19:39)
Ghosting Phenomenon in Recruitment (00:20:47)
Communication with Candidates (00:21:31)
Understanding Candidate Excuses (00:23:19)
Importance of Recruiters for Shop Owners (00:26:09)
Delegating Recruitment Tasks (00:32:39)
Cultural Shift in Recruitment Practices (00:34:17)
Importance of Job Satisfaction (00:36:01)
Defining Job Expectations (00:36:34)
Qualifying Candidates Effectively (00:36:57)
Delegating Hiring Responsibilities (00:37:28)

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, Auto-Fix Auto Shop Coaching

Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.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/

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

Securing the Future: Insights from NASTF [RR 994]

Carm Capriotto, AAP — Tue, 01 Oct 2024 05:15:00 +0000

Thanks to our Partner, NAPA Auto Care

Recorded at the 2024 Automotive Aftermarket Retailers of Ontario (AARO) Business Management and Lindertech Training Trade Show, Carm sits down with Donny to explore his pivotal role at NASTF and his experiences working with automakers like Tesla. Donny shares behind-the-scenes insights on NASTF’s technician support initiatives, their impressive membership growth, and the innovative solutions they’re implementing to support automotive technicians.

We dive into Donny’s personal journey, his passion for the automotive industry, and the critical role of good business management in ensuring the success of repair shops.

“The National Automotive Service Task Force (NASTF) is a 501 C6 not-for-profit organization established in 2000 by Automakers and the independent aftermarket to identify and resolve gaps in Service information, Tool Information, and Training.”

Donny Seyfer, NASTF, Listen to Donny’s previous episodes HERE.

Show Notes

Watch Full Video Episode
Automotive Aftermarket Retailers of Ontario (AARO): https://www.aaro.ca/
Overview of NASTF’s Work (00:01:17) Donny discusses his responsibilities at NASTF and the importance of technician support.
Technician Connection (00:02:09) Donny expresses his passion for helping technicians solve problems in the automotive industry.
Growth of NASTF (00:02:39) Donny highlights the increase in NASTF membership from 6,000 to 43,000 members.
Funding and Operations (00:03:02) Discussion on NASTF’s funding model and its impact on operations for technicians.
Listening and Gathering Information (00:04:23) Donny explains how he gathers information from industry members through subcommittees.
Challenges with Automakers (00:06:08) Donny talks about the disconnect between aftermarket technicians and automakers.
Collaboration with Tesla (00:07:15) Donny shares his experience in establishing a relationship with Tesla regarding repair initiatives.
Implementation of Security Solutions (00:08:57) Discussion on the development of security solutions for Tesla vehicles.
Building Relationships with Rivian (00:10:36) Donny mentions ongoing collaboration with Rivian to improve security features.
Future Projects (00:11:29) Donny outlines upcoming projects and initiatives NASTF is working on.
Scan Tool Validation Program (00:11:52) Introduction of a program aimed at validating aftermarket scan tools for security..
Key services in repair shops (00:18:03) Exploration of the role of vehicle security professionals in service repair.
Importance of key cutting in shops (00:19:19) Insight into the necessity of key cutting machines in repair shops for customer service.
Car theft statistics (00:20:18) Revelation of alarming statistics regarding car thefts linked to dealer interactions.
Advice for young adults (00:23:19) Donny shares fatherly advice on financial responsibility and managing phone distractions.
Economic education for kids (00:24:24) Discussion on the lack of financial education for youth and its implications.
Donny’s leadership roles (00:26:47)
Overview of Donny’s extensive involvement with ASA and his family’s legacy in the industry.
Industry collaboration and growth (00:30:14)
Discussion on the need for better business management and collaboration in the automotive industry.
Joining NASTF (00:31:21) Information on how to join NASTF and the benefits of membership for technicians. https://wp.nastf.org/

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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Don’t Sweat It: Keep Cool with A/C Equipment Troubleshooting [RR 981]

Carm Capriotto, AAP — Fri, 16 Aug 2024 05:15:00 +0000

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Mike Hall shares his extensive knowledge of the operation and maintenance of air conditioning machines. Mike covers common misconceptions, the importance of proper training for technicians, addressing contamination problems, and how to properly maintain A/C equipment. Mike emphasizes the need for regular maintenance and understanding of these systems to prevent costly repairs and ensure optimal performance.

Mike Hall, Professional Technicians Equipment Service & Support. mail@ptess.com

Show Notes

Watch Full Video Episode
Mike’s Background (00:02:02) Mike shares his experience in the automotive service industry and his role in equipment service and training.
Understanding Air Conditioning Machines (00:03:58) Mike explains the operation of air conditioning machines and common misconceptions among technicians.
Importance of Training (00:05:34) Mike emphasizes the significance of training technicians to better understand air conditioning systems and troubleshooting.
Common A/C Issues (00:06:15) Mike discusses frequent problems technicians face and how misunderstandings can lead to incorrect assumptions about equipment.
Refrigerant Types (00:07:19) Mike outlines differences between refrigerants R134a and R1234yf, stressing the importance of proper setup and training.
Contamination Issues (00:09:57) Discussion on how incorrect refrigerant use leads to contamination and the need for proper recovery methods.
Service Issues with AC Machines (00:11:16) Mike describes top service issues, including stuck clearing processes and the importance of thorough vacuuming.
Filter and O-Ring Problems (00:12:23) Mike explains common mistakes when changing filters that can lead to significant equipment failures.
Oxygen Sensor Failures (00:14:51) Mike discusses the prevalence of oxygen sensor failures in AC machines and their impact on service operations.
Common A/C Machine Issues (00:20:38) Mike discusses frequent problems with A/C machines, including sensor failures and oil contamination.
Proper Oil Handling in A/C Systems (00:22:04) Advice on how to manage oil in A/C systems to prevent contamination.
Error Codes in A/C Machines (00:29:26) Explanation of common error codes related to oil drainage in AC systems.
Extension Cords and Equipment (00:30:31) Warnings about the dangers of using extension cords with A/C machines.
Tank Valve Management (00:32:30) Advice on managing tank valves to prevent refrigerant loss and equipment damage.
Ongoing Training and Education (00:34:14) Discussion on the need for continuous education in operating A/C machines effectively.
From Technician to Management (00:35:33) Mike shares his journey from technician to parts and service director, highlighting the challenges faced.
Expanding Territory (00:36:25) Mike explains the vast territory his business covers, including most of New York and parts of Pennsylvania.
Knowledge Sharing Among Technicians (00:36:52) The importance of sharing knowledge among technicians through calls and emails to maintain service quality.
Diverse Equipment Services (00:37:48) Discussion on the variety of equipment services provided, including tire machines and floor scrubbers.
Pride in Problem-Solving (00:38:14) Mike reflects on the pride technicians take in fixing equipment and their ability to troubleshoot various issues.

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR

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/

Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com

Connect with the Podcast:

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This Nerd Says “Go Paperless!” [RR 971]

Carm Capriotto, AAP — Fri, 12 Jul 2024 05:15:00 +0000

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Doug Brackett, owner of Pro Vitals Consulting, shares his journey of transitioning his shop to a paperless and digital environment, emphasizing the importance of standardized processes and the full utilization of shop management software. He discusses the benefits of going paperless, such as improved internal communication and efficiency. Doug also explores the future of the automotive industry, particularly the role of AI and digital tools, and encourages shop owners to embrace technology for optimal operations and customer satisfaction.

Doug Brackett, Pro-Vitals Consulting

Show Notes

Watch Full Video Episode
Benefits of Going Paperless (00:03:12) Doug discusses the benefits of going paperless and emphasizes the need for it to make sense for moving the business forward.
Shop Efficiency through Digital Processes (00:05:26) Doug and Carm discuss the efficiency gains from going paperless and digital in the shop environment.
Importance of Standardized Processes (00:05:54) Doug emphasizes the importance of standardized processes and discusses the need to tailor processes to meet best practices.
Optimizing Shop Management Software (00:07:35) Doug and Carm discuss the underutilization of shop management software and the need for effective usage of its features.
Doug’s Expertise in Software Integration (00:08:52) Doug highlights his expertise in software integration and discusses the tools he uses for his shop.
Value of Full-Featured Shop Consultation (00:09:55) Carm and Doug discuss the potential value of a consultant like Doug in optimizing shop tools and features.
Standardization and Industry Improvement (00:12:00) Doug emphasizes the potential industry-wide improvement through standardized approaches to shop management and processes.
Future Capabilities and Challenges in the Automotive Industry (00:16:30) Doug discusses the future capabilities and challenges in the automotive industry, particularly in relation to AI and digital tools.
Implementing AI in the shop (00:23:28) Explanation of using OpenAI’s ChatGPT for rewriting diagnostic notes and the importance of professional language.
AI’s potential in analyzing vehicle data (00:30:13) Exploration of using AI to analyze vehicle data and streamline service advisor tasks.
The role of a chief technology officer (00:33:47) Discussion about the need for a chief technology officer mindset and the importance of tuning and tweaking software.
The duty of professionals in the industry (00:36:10) Emphasis on educating and informing clients about everything on their vehicle and the abundance of work available by taking care of clients.
The impact of technology on the industry (00:38:09) Reflection on the importance of staying ahead of the curve and embracing technology to remain relevant in the industry.
Working Together (00:39:10) Discussion on the opportunities and challenges in the automotive industry and the importance of collaboration.
Sharing Ideas (00:39:41) Importance of sharing and collaborating within 20 groups and coaching groups for success and growth.

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

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:

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Technician Attraction Blueprint [RR 921]

Carm Capriotto, AAP — Tue, 23 Jan 2024 05:15:00 +0000

Chris Lawson discusses the Technician Attraction Blueprint, a strategy for automotive shops to attract and retain technicians by focusing on respect, growth, and money. Lawson’s blueprint, derived from extensive industry questions, helps shop owners self-assess and troubleshoot hiring issues.

If you’re ready to transform your shop into a magnet for top talent and create an environment where technicians thrive, then you won’t want to miss this!

Chris Lawson, TechnicianFind.Com. Chris’ previous episodes HERE

Show Notes

Watch Full Video Episode
TechnicianFind.com: https://www.technicianfind.com/
Unlock the Power of Indeed Resume to Find Technicians Faster [AW 152]: https://remarkableresults.biz/remarkable-results-radio-podcast/aw152/
Finding Technicians Part 1- Chris Lawson [RR 803]: https://remarkableresults.biz/remarkable-results-radio-podcast/e803/
Finding Technicians Part 2 – Chris Lawson [RR 816]: https://remarkableresults.biz/remarkable-results-radio-podcast/e816/
Technician Attraction Blueprint: https://technicianattractionblueprint.com/
Challenges in finding technicians (00:02:39) Chris identifies four main challenges shop owners face in finding and retaining technicians.
Improving interviewing skills (00:06:46) Carm and Chris discuss the need for webinars on better interviewing skills for shop owners.
Three pillars of Technician Attraction Blueprint (00:08:13) Chris explains the three important areas – respect, growth, and money – that all communications need to cover to attract and retain technicians.
Benefits of Technician Attraction Blueprint (00:10:52) Chris details the benefits of using the technician attraction blueprint, including identifying strengths and addressing blind spots.
The Grind, Hobby, Hired Gun (00:16:58) Discussion on the repetitive nature of work and the concept of technician nirvana.
Growth and Loyalty (00:17:36) Exploring the intersection of respect, growth, and money and its impact on attracting and retaining talent.
Career Pathing and Personal Growth (00:18:34) The importance of offering career pathing and personal growth opportunities to employees, including financial and personal support.
Self-Assessment Tool (00:24:16) Discussion on the Technician Attraction Blueprint as a self-assessment tool for diagnosing hiring issues and improving talent acquisition.

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

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

Network Security: Protecting Your Business [THA 352]

Carm Capriotto, AAP — Thu, 02 Nov 2023 05:15:00 +0000

Is your business prepared for cyber-attacks? It’s not a question of ‘if’ it’s a question of ‘when.’

Our panel discusses the importance of network security and protecting businesses from cyber threats. They emphasize the need for multiple layers of protection, including two-factor authentication, and caution against phishing attacks. They also highlight the importance of training employees to recognize such threats and having a proactive approach to cybersecurity. Let’s stay ahead of potential threats and make it more difficult for hackers to target our businesses.

Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Autoflow. Chris’s previous episodes HERE

Jay Mikulovich, founder and CEO of Revival Technology LLC.

Stan Stokes, Founder & CEO of Iron Fist Marketing Consultants. Stan’s previous episodes HERE

Show Notes:

Watch Full Video
The importance of two-factor authentication (00:02:07) Explains the significance of using two-factor authentication to add an extra layer of security to passwords.
The vulnerability of software packages (00:03:48) Discusses how no software is perfect and can have vulnerabilities, emphasizing the need for multiple layers of security.
The dangers of phishing attacks (00:08:06) Explains the concept of phishing and how hackers use email to trick users into clicking on malicious links or attachments.
The challenges of being reactive to security breaches (00:10:04) The difficulties of being reactive to security breaches and emphasize the importance of being proactive in protecting business operations.
The vulnerabilities of relying on technology (00:11:24) The vulnerabilities of relying heavily on technology and the need for shop owners to understand their level of vulnerability and seek expert advice.
The importance of backups and cybersecurity measures (00:20:38) Discussion on the need for backup plans, having multiple backups, and the importance of cybersecurity measures to protect against potential data loss or breaches.
Difference between IT support and network security (00:23:39) Explaining the distinction between IT support and network security, and the importance of understanding and vetting service providers to ensure proactive cybersecurity measures are in place.
Updating Network Security (00:27:58) Discussion on the importance of regularly updating network firewalls, equipment, and passwords to prevent hacking and security breaches.
The Risks of Delaying Updates (00:28:51) Exploration of the consequences of not updating desktops, including vulnerabilities, outdated patches, and potential hacking threats.
Password Management and Security (00:30:41) Advice on using password managers, generating unique passwords, and the importance of having strong, lengthy passwords to enhance security.
The importance of strong passwords and data encryption (00:37:03) Discussion on the significance of using strong passwords and encrypting data to protect against cyber threats.
Securing networks and vulnerabilities (00:37:54) Exploration of the importance of securing networks, including the use of firewalls and regular security scans, to prevent hacking and data breaches.
Understanding APIs and their role in data protection (00:39:34) Explanation of APIs (Application Programming Interfaces) as a means of limiting data access between systems and the importance of authentication in ensuring secure communication.
Take baby steps to minimize risk (00:46:05) The importance of taking small steps to implement cybersecurity measures and reduce the risk for business owners.
Be the harder target (00:47:11) Being proactive in implementing security measures, such as cameras and updates, to make your business a less vulnerable target for hackers.

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

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

Speaking Greatness Into Your People [RR 889]

Carm Capriotto, AAP — Tue, 03 Oct 2023 05:15:00 +0000

Dan Taylor and Rod Olson discuss leadership principles and creating a culture of recognition in the automotive industry. They emphasize the importance of recognizing and affirming people in the workplace, being sincere and specific in recognition, and creating a psychologically safe environment. They also discuss the impact of positive language, effective communication, and the role of coaches and leaders in helping individuals and teams reach their full potential. Remember, as leaders, our words have the power to inspire, motivate, and shape the culture of our organizations. Let’s use them wisely!

Rod Olson is a coach known for his ability to help high-performing leaders see things others don’t see and find their ‘sweet spot’ as they lead and motivate others in the 21st century. He is the founder of the Coaches of Excellence Institute and the Coach O Consulting Group. Rod is also the author of three highly acclaimed leadership fables: The Legacy Builder, Wisdom Lunch Warrior and Greatest Motivational Tool.

After nearly 20 years as a college football coach, Rod has spent the last decade-plus, working with elite teams and organizations while teaching, coaching, and mentoring some of our country’s top coaches and leaders. He is a nationally recognized speaker and leadership consultant specializing in high-level leadership coaching and culture development.

Rod has clients in the corporate sector, professional and collegiate sports, and our United States military special forces. Rod is a husband, father, and coach. If you want more information on Rod, how to purchase his books, executive coaching & team consulting, or have him speak to your leaders, he can be reached at coaches@coachesofexcellence.com or CoachOConsulting.org, or message him on Twitter https://twitter.com/CoachRodOlson

Dan Taylor, Senior Business Advisor, Transformers Institute. Dan’s previous episodes HERE

Show Notes

Watch Full Video
Creating a Culture of Recognition (00:02:17) Discussion on the importance of recognizing and affirming employees in the workplace.
The Importance of Specificity in Recognition (00:03:09) Exploration of the impact of being sincere and specific when recognizing someone’s achievements.
Using Different Recognition Styles (00:07:57) The significance of understanding individuals’ love languages and using a variety of recognition styles to motivate and engage them.
Expanding vocabulary and raising leadership level (00:12:40) Exploration of the negative implications of limited vocabulary and the need for leaders to improve their language skills.
Destroying complacency without destroying confidence (00:15:30) The challenge of motivating employees to reach higher levels of performance without undermining their self-confidence.
The importance of language and feedback (00:16:25) The speaker discusses the impact of language and feedback in coaching and leadership, emphasizing the use of positive language and avoiding negative words like “don’t.”
Self-awareness and situational awareness in leadership (00:22:00) The need for leaders to have self-awareness and situational awareness, including knowing their own emotional state before giving feedback or critique.
Leadership Principles and Critiquing (00:24:36) Discussion on the importance of critiquing as a leader and the need to balance encouragement and challenge.
Recognizing Peers and Building a Culture (00:25:08) Exploration of how leaders can encourage peers to recognize each other and create a culture of recognition.
Speaking Greatness and Coaching (00:29:27) The significance of speaking greatness into people, projecting their potential, and coaching them towards their future success.
Teachable moments and timing (00:32:55) The importance of looking for teachable moments and having good timing when teaching and providing feedback.
Speaking greatness and changing culture (00:38:02) The effects of speaking greatness on changing and maturing the culture within an organization or family.
Feeling better as a leader (00:39:37) The positive impact of speaking greatness on a leader’s inner joy, value, and sense of relevance.
The importance of mentoring and building a legacy (00:40:03) The speaker emphasizes the importance of leaders mentoring their employees and building a legacy for the future.
Creating a culture of recognition (00:40:38) The benefits of recruiting and hiring individuals who have grown up in a shop and know how to act, emphasizing the importance of creating a culture of recognition.
Becoming an encourager and practicing self-awareness (00:41:03) How managers and leaders can celebrate the success of their employees, emphasizing the importance of self-awareness and practicing encouragement rather than criticism.
Free Tip of the Day (00:48:07) Rod Olson encourages listeners to follow him on Twitter for a free tip of the day. https://twitter.com/CoachRodOlson

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

Connect with the Podcast:

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

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

The Google Nerds’ Guide to Streamlining Your Business [RR 887]

Carm Capriotto, AAP — Tue, 26 Sep 2023 05:15:00 +0000

AJ Nealey and Joe Hanson discuss the use of Google Workspace in their businesses. They explore the different applications within Google Workspace, such as Google Meet, Gmail, Google Sheets, Google Docs, Google Slides, Google Calendar, and Google Drive, and how they utilize them for communication, document storage, and collaboration. They also discuss the benefits of controlling intellectual property, and the efficiency and organization that Google Workspace provides.

AJ Nealey, Nealey Auto Service, Edgewater, MD. AJ’s previous episodes HERE

Joe Hanson, Gordie’s Garage, Roseville, MI. Listen to Joe’s previous episodes HERE.

Show Notes

Watch Full Video
Google Workspace Overview (00:02:00) The different applications within Google Workspace and give a high-level overview of its capabilities.
Using Google Workspace for Data Storage (00:04:11) Using Google Workspace for data storage, specifically for storing scanned invoices and documents.
Collaboration and Communication with Google Workspace (00:06:05) Google Workspace for collaboration and communication within their teams, including weekly meetings, document sharing, and multi-location file management.
The use of Google Workspace (00:08:28) Discussion on the different levels and costs of Google Workspace, the importance of being logged into the correct account, and the benefits of using Google Admin and email groups.
Creating users and email groups (00:09:24) Explanation of how to create users and email addresses in Google Admin, the use of email groups for appointment requests, and the ability to add people outside of the organization to certain groups.
Protecting intellectual property and controlling access (00:11:19) Overview of using Google Vault to control downloads and reset passwords, the importance of protecting intellectual property, and the ability to control access to shared drives and apps.
OCR and Scanning in Google Drive (00:18:34) Explanation of how OCR works in Google Drive and the importance of properly scanning documents for accurate indexing.
Using Google Forms for Time Off Requests (00:20:23) Explanation of how Google Forms is used to streamline the time off request process and improve organization and communication within the team.
Internal Chats and Spaces (00:25:04) The use of Google Workspace for internal communication and collaboration, including one-on-one and group chats, similar to Slack, and the creation of spaces for specific teams or topics.
Assigning Tasks and Accountability (00:27:01) Google Workspace allows for the creation of to-do lists and the assignment of tasks to specific employees, increasing accountability and streamlining workflow.
Collaboration and Communication (00:32:30) How Google Workspace has improved communication and collaboration within their auto service businesses.
Creating and Updating Standard Operating Procedures (SOPs) (00:35:41) How Google Docs in Google Workspace enables them to create and update SOPs collaboratively, with input from the experts in the field.
Integration with AI in Google Sheets (00:41:06) AJ mentions his experience working on a Google Sheet and how it automatically recognized the formula he was looking for, showcasing the integration of AI in Google Workspace.
Google Looker Studio (00:41:58) A tool for creating scoreboards and dashboards. He mentions that he is working with someone else to help him create it, and it is a feature he is looking forward to implementing in his business.

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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The Unspoken Reality of Grief [RR 885]

Carm Capriotto, AAP — Tue, 19 Sep 2023 05:15:00 +0000

Jock Brocas, Author, Publisher, Researcher and Evidential Medium discusses the topic of grief and its impact on individuals and society. Jock shares his personal experience with grief and emphasizes the importance of integrating it into our lives rather than trying to recover from it. He explains there is a societal fear and discomfort surrounding grief and how it affects our ability to support those who are grieving. Jock offers insights on empathy versus sympathy and encourages engaging with those who are grieving. He also discusses the transformative power of grief and the importance of leaders in the automotive industry supporting their team members who may be grieving. Jock shares his simple model for coping with grief and emphasizes the power of choice. It’s our hope that this conversation will inspire you to approach grief with empathy, understanding, and acceptance.

Jock Brocas, Author, Publisher, Researcher and Evidential Medium. jockbrocas.com

Show Notes

Watch Full Video
Grief as a Journey (00:04:03) Jock talks about the different aspects of grief and how it affects various areas of life, including work and relationships.
Grief as Integration (00:05:52) Jock explains that grief is not something to recover from, but rather something to integrate into our lives as a natural aspect of life.
Engaging with Grief (00:06:07) Jock discusses the importance of engaging with those who have experienced loss, asking them to share stories and memories of their loved ones instead of offering empty platitudes.
Fear and societal expectations surrounding grief (00:08:40) How fear and societal expectations contribute to the discomfort and avoidance of discussing grief.
The need to include and support those who are grieving (00:11:11) The importance of including and supporting individuals who are grieving, rather than disconnecting from them out of fear.
Finding Purpose in Grief (00:18:09) Exploration of how grief can become a transformative experience, leading to the discovery of purpose and a desire to serve others.
Traumatic Grief and its Impact (00:23:03) Explanation of different forms of grief, including traumatic grief, and how it can be a result of experiencing a shocking or inexplicable loss.
The Traumatic Grief Experience (00:25:28) Discussion on the personal experience of traumatic grief and the long-term effects it can have.
The Impact of Grief on Leadership (00:26:21) Exploring how leaders in the automotive industry who are grieving can make wrong decisions and negatively affect the company and its employees.
Tips for Coping with Grief (00:29:28) Advice on expressing grief, keeping the relationship with the loved one alive, and making the choice to continue living and transforming one’s life.
Beliefs and living in the present (00:34:23) Exploration of the importance of allowing beliefs to change and living in the present moment.
Cultivating personal growth (00:34:41) Metaphorical explanation of how Jock sees himself as a gardener, planting seeds of personal growth and leaving it up to individuals to cultivate their own growth.

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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App-solutely Essential: Why Auto Repair Shops Need to Embrace Apps [RR 863]

Carm Capriotto, AAP — Tue, 04 Jul 2023 05:15:00 +0000

Jeff Mont, owner of JJ’s Auto Service Center and Jeremy Glassco, founder of App Fueled, discuss the benefits of using apps in the automotive industry. Apps can be a valuable tool to engage with customers and increase customer loyalty. By offering valuable benefits and discounts, shops can make it worth their customers’ while to give their time and attention to their business. JJ shares his experience using App Fueled for his shop’s app, which includes a 10% discount on all purchases and a 5% rebate up to $50. He notes that the app has helped increase his shop’s average repair order by 15-16%.

Jeff Mont, JJ’s Auto Service Center, Waldorf, MD.

Jeremy Glassco, Founder, App Fueled

Show Notes

Watch Full Video Episode
JJ’s Experience with App Fueled (00:03:20) Jeff Mont (JJ) talks about his experience using App Fueled for his auto repair shop’s app and how he wanted to be different from other shops.
Great Teachers are Students (00:07:45) Jeremy Glassco and JJ discuss their mutual learning from each other
Benefits of an App for Auto Repair Shops (00:08:44) Jeremy and JJ discuss the benefits of having an app for auto repair shops and how it can help build a connection with customers.
The Psychology Behind Apps (00:15:47) Jeremy Glassco discusses the psychology behind apps and how they get customers to give their time and space on their phone. He explains how apps can change the paradigm and make it more convenient for customers to come back to the shop.
Benefits of the App (00:18:11) Integrating the app into the sales process and how to offer discounts and rebates to members. The app has increased their average revenue per order by 15-16%.
Intimacy and Customer Commitment (00:23:48) How apps can create intimacy with customers and encourage commitment to return to the shop.
Premium Retail Price and Membership Discounts (00:25:01) The concept of premium retail pricing and how it differs from membership discounts, using Target’s Redcard as an example.
App Features and Customer Engagement (00:28:57) How the app can engage customers through push notifications, coupons, and recall alerts, and how it can be used to manage multiple cars.
The Importance of App Functionality (00:30:49) How Apple and Google are improving search functionality on phones to make it easier to find apps.
Gamification of Apps (00:32:14) The importance of making an app engaging and fun for customers. They talk about the “stars program” and how it can be used to disrupt customer behavior.
Referral Codes and Affiliate Marketing (00:34:26) The referral mentality and how it can be used to reward affiliates.
Jeremy’s Gratitude for Chris Cloutier at Auto Flow (00:38:44) Jeremy expresses his gratitude for Chris Cloutier at Auto Flow and his developer team for reigniting his passion for the industry.
JJ’s Success with App Fueled (00:40:20) JJ expresses his gratitude for the people who have helped him develop his business, and how App Fueled has differentiated his shop in his town.

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 www.NAPAAutoCare.com

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Stagnation vs Acceleration: How EOS Can Transform Your Business [862]

Carm Capriotto, AAP — Fri, 30 Jun 2023 05:15:00 +0000

Have you ever wondered how different businesses face similar challenges? Join Barry Barrett, a certified Entrepreneurial Operating System (EOS) implementer and business consultant, and Jeremy Bates, the president of Bates Security. They discuss the importance of culture, family, and implementing the Entrepreneurial Operating System (EOS) in their businesses. The key takeaway? Building a strong culture and surrounding yourself with quality people can lead to long-term success and employee retention.

Jeremy Bates, President, Bates Security.

Barry Barrett, a Certified EOS Implementer. As an EOS Implementor in his company, Business With Purpose, brings dedicated support to Leadership and Sales teams in all types of organizations, helping them structure the six key components of their business to make it operate with the best processes for their specific industry, using the EOS Model. Listen to Barry’s other episodes HERE.

Show Notes

Watch Full Video Episode
Barry Barrett Contact Info
EOS: Entrepreneurial Operating System Podcast Series with Barry Barrett
Similar Challenges Faced by Different Businesses (00:02:10) Discussion on how different businesses, including automotive repair and security, share similar challenges.
Success of a Family-Owned Business (00:08:15) The importance of hard work and earning trust in creating a successful family-owned and operated business.
Implementing the Book “Traction” (00:10:05) The decision to hire a professional to successfully implement the concepts from the book “Traction” in their business.
Working Together and Push-Pull Dynamics (00:12:56) The dynamic between Jeremy and Barry, their similarities, and how they push and pull each other to achieve success.
The Impact of Implementing EOS (00:18:06) Discussion about how implementing EOS has helped the business grow and gain clarity.
Being Both the Integrator and the Visionary (00:19:00) Exploring the possibility of being both the integrator and the visionary in a business.
The Importance of EOS in Making Key Moves (00:20:07) Highlighting how EOS has helped the business make important decisions and moves more quickly.
Building a Great Company and Enabling Personal Success (00:26:45) Discussion about the importance of building a great company while enabling personal success, with examples of success stories from team members.
Training Technicians and Core Values (00:27:46) Exploration of how the security business trains technicians and the importance of having core values in place to prevent prima donnas.
Challenges in the Security Industry (00:33:37) Comparison of the challenges faced in the security industry, including dealing with DIY systems and the complexity of installing large-scale security systems.
Importance of Security and Reliability in the Automotive Aftermarket Industry and the Security Business (00:35:30) Discussion on the importance of security and reliability in the automotive aftermarket industry and the security business.
The Significance of Security Systems for Residential and Business Properties (00:36:29) Discussion on the significance of security systems for residential and business properties, including fire systems and video monitoring.
The Benefits of Implementing EOS in Businesses (00:37:40) Exploration of the benefits of implementing an operating system like EOS (Entrepreneurial Operating System) in businesses, and the value of hiring an implementer.
The Value of Quarterly Meetings and Implementers (00:43:19) Discussion about the importance of quarterly meetings and the role of implementers in business growth.
Stagnation vs. Acceleration in Business Growth (00:44:12) Exploring the need for an implementer in a business that wants to accelerate growth, and the possibility of needing a new implementer if growth is stagnant.

Thanks to our Partners, AAPEX and NAPA TRACS.

Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 – Nov 2, 2023, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM

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 NAPATRACS.com

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

How Can Data Improve Customer Relationships and Sales? [860]

Carm Capriotto, AAP — Fri, 23 Jun 2023 05:15:00 +0000

Are you looking for ways to improve your customer relationships and drive business success? Bill Nalu and Stan Stokes discuss the importance of using data and information to enhance customer relationships and sales. They share their experiences with auditing phone calls and using personality assessments to identify areas for improvement. Tune in to learn practical advice for using data and information to improve your customer relationships and drive business success.

Bill Nalu, Interstate Auto Care, Madison Heights, MI. Listen to Bill’s previous episodes HERE.

Stan Stokes, Founder & CEO of Iron Fist Marketing Consultants

Show Notes

Watch Full Video Episode
The New Frontier of Call Conversion Rates – Stan Sokes [RR 734]
Using AI to Analyze Phone Calls (00:03:06) Bill Nalu talks about how he met Stan Stokes and how they worked together to analyze phone calls using AI to improve customer relationships and sales.
Understanding Guest Experience and the Role of Consultants (00:05:49) Bill Nalu discusses the importance of understanding the guest experience and the role of consultants in helping businesses improve their marketing and customer service strategies.
Operationalizing the Data (00:08:25) Bill Nalu explains how Iron Fist Marketing Consultants helped him audit phone calls and measure compliance.
Personality Assessments (00:12:10) Bill Nalu and Stan Stokes discuss the importance of using inherent trait assessments to determine if a person is the right fit for a position. They explain how these assessments can help align team members with their strengths and weaknesses.
The Importance of Understanding the Guest Experience (00:19:46) Bill Nalu discusses the importance of understanding the guest experience and the role of consultants in helping businesses improve their marketing and customer service strategies.
Teaching AI to Learn Customer Scripts (00:23:25) Bill Nalu and Stan Stokes discuss the challenges of teaching AI to learn customer scripts and the role of consultants in interpreting data for businesses.
Guest Experience Training (00:25:36) Discussion on how Iron Fist Marketing Consultants customize training for service advisors based on data points and how they measure improvement.
Leveraging Data (00:32:31) Importance of leveraging data to identify problems and improve customer experience, including measuring appointment show rates and clarifying directions.
Client Experience Officer (00:30:44) Discussion on the role of a CXO (Client Experience Officer) in improving customer relationships and how small businesses can implement this position.
Auditing the Guest Experience (00:37:18) The importance of auditing the guest experience and measuring it against industry standards to improve customer relationships.
The Future of Customer Service (00:36:17) The danger of losing human interaction in customer service and the potential for automation in the future.
Improving Customer Experience (00:38:16) The importance of assessing team strengths, identifying training needs, and measuring results to improve guest experience and increase marketing ROI.

Thanks to our Partners, AAPEX and NAPA TRACS.

Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 – Nov 2, 2023, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM

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 NAPATRACS.com

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

What is OSHA Looking For? Ignorance is Not an Excuse. [RR 824]

Carm Capriotto, AAP — Fri, 17 Feb 2023 05:15:00 +0000

In this episode, consultant David Fisher gives you a chance to understand OSHA and keep you compliant. This is a must listen episode. The information could save your business.

Regarding workplace safety and HR compliance, 85 – 90% are not compliant across America. To be non-compliant could cost your business. OSHA will interview your employees. Are you inspecting your lifts yearly? Does your team have access to SDS sheets (Safety Data Sheets). Are you giving all your employees access to your safety program? OSHA is ramping up stricter enforcement procedures. Invest in an annual walk of your shop from an OSHA consultant and get the accountability you need to prevent huge fines.

California Employer’s Services. OSHA & Labor Law Experts. Dave’s previous episodes HERE

Show Notes

OSHA – will now interview your employees while inspecting your job site
Ignorance is not an excuse anymore
OSHA has determined that they want safety in the workplace.
Compliance is like a picture painted by numbers. The more numbers you have filled in, the better off you’re gonna be.
OSHA is looking for, among others is your safety program, safety training, documentation, workers’ compensation
You’ve got 72 hours to a week at the most to get it back to them with your reply. After they get your reply, they’re gonna review it, and then they’re gonna assess the fines and fine you accordingly.
No matter what state you do business in, you must meet the basic OSHA standards.
Every year, you must have your lifts certified/inspected. You can certify them yourself if you installed them. The company that sold them can certify them. But if you install them, the state feels you have the wherewithal to inspect them and certify them. Be careful.
There is no easy button for safety or HR compliance.
The one thing you do have to be aware of is that if you name a safety officer in your business, they’re gonna be tied into any potential lawsuit that arises out of a safety act or an accident in the workplace.
OSHA knows that we, as a group of consultants, have more authority and more power over employers than they do
When a company has paid money for a safety consultant, they know that the shop has an accountability partner,
If you’re gonna get with an HR services company, make sure they’re working with actual attorneys. Make sure that these attorneys are gonna be there for your clients.
You can have a perfectly legal employee handbook that covers the policies adequately. But you may not be able to take that employee handbook into court because when you go to court, there are certain things that the judge is gonna look at to make sure is in certain places of your employee handbook. If it’s not in those places, you’re gonna have two strikes against you in the eyes of the judge before you even start
- One is your at-will status between page one and page three
- Number two is your sexual harassment policy. Is it between pages three and page five?
- Does your sexual harassment policy include bullying in the workplace and all the other things that have now been dovetailed into that policy?
- You need to understand your policy and how a termination, not done correctly, can hurt a suit from a former employee.
This three strikes you’re out is a joke. There is no effort to rehabilitate the employee in most companies. Some companies are very progressive, and that’s a good thing.
Create a very positive workplace culture.
Compliance is always cheaper than the fines and the hassle
Link to handout David spoke about: HERE.

Thanks to our Partners AAPEX and NAPA TRACS.

Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 – Nov 2, 2023, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM

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 NAPATRACS.com

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Check out today’s partners:

Building a Reliable Mentor/Mentee Program – Marc Brune [RR 780]

Carm Capriotto, AAP — Fri, 16 Sep 2022 05:15:00 +0000

Did you know that 70% of change initiatives with new programs/systems will fail due to a lack of leadership commitment? I want to focus on mentor/mentee and apprenticeship programs, which are most critical to our industry’s survival. You can lose your way without processes, procedures, and accountability to mold your apprentice into your shop. Too much talk and not enough action is the breakdown. Luckily for you, my guest, Marc Brune, has a program focused on helping businesses develop entry-level technician mentoring programs with the tech shortage in mind.

Marc Brune, Business Development Manager, mentormentee.com

Key Talking Points

3 key people- manager, mentor, mentee
People are looking for a plan and someone to help along the path
Preparing for business before entry-level candidate comes on board- do you have the right culture for a positive mentor-mentee atmosphere? Who will be the best person to step in (manager) and mentor (can multitask)
Mentor- teaches not only automotive but also speaks the culture of the shop
Mentoring vs. teaching- teaching is 1-way street, and mentoring is a 2-way street
Assessment- 15 different categories, ranked in order of importance
Educate- set expectations for each role
Execution- have mentee and plan
Plan- having a repeatable plan
Online course specific for each role- 3 hours each
Facilitating growth- offers ASE task lists used in ASE accredited program
Soft skills- customers are a part of your business
Setting goals- mentor and mentee can set specific goals with dates and be able to adjust
Recruit- “the important things are never urgent, and the urgent things are never important.” Have the recruiting mindset.
Execute- daily on the job training plan for mentees and track progress
Analyze and reward- get the data flowing on how the mentor/mentee progressing. Build incentives for growth with both mentor/mentee. Don’t let your mentors go red in their pay.
mentormentee.com

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Important Books

Check out today’s partners:

Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR.

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

Brakes For Breasts 2022 Webathon for a Breast Cancer Vaccine [CC 108]

Carm Capriotto, AAP — Fri, 09 Sep 2022 05:15:00 +0000

Participants

LeighAnne Best, Mighty Auto Pro, Medina OH – leighanne@mightyautopro.com
Laura Frank, Auto Repair Technology, Brook Park, OH – lmfgrf@gmail.com
Chris Cozad – Alternative Auto Service, Columbus, OHLori and Sam Concelman,
Glenshaw Auto Service, Glenshaw, PA
Alan and Helen Yu – GIC Car Clinic, San Jose, CA
Dr. Justin Johnson, Cleveland Clinic –
“Lead Researcher and Program Manager”
Jimmy Lea, KUKUI

WATCH ON YOUTUBE HERE

Key Points:

National Automotive Aftermarket Fundraiser for Breast Cancer Vaccine Research
www.brakesforbreasts.com
$1.4M collected so far
Easy to bring on a vendor to help support this program
Marketing materials are available on the website to help get out the word
Phase One clinical trial is ongoing
Also working on an ovarian vaccine
Every dollar goes to the lab at Cleveland Clinic directly – no overhead costs. NONE.

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Important Books