From Guesswork to Process: Modern Diagnostic Strategies for Auto Repair Shops [RR 1093]
Recorded live at the 2026 TST Big Event, Carm Capriotto sits down with automotive trainer Ken Zanders to discuss the importance of ongoing technical education, building efficient diagnostic processes, and adapting to rapidly evolving vehicle technology. Ken explains why too many shops still rely on a chaotic “grocery list” approach to repairs and how a structured diagnostic strategy can dramatically improve technician efficiency, profitability, and customer trust.
What You’ll Learn
Why inefficient diagnostic habits directly reduce technician productivity, shop profitability, and overall earning potential.
The importance of following a structured diagnostic workflow instead of guessing and replacing parts.
How electronic relative compression testing with a lab scope and amperage probe can reduce diagnostic time from hours to minutes.
How modern vehicle technologies like GM’s Vehicle Intelligence Platform (VIP) and Over-The-Air (OTA) updates are changing diagnostics and repair procedures.
Why continuous education is no longer optional for automotive professionals working on today’s advanced vehicle systems.
The biggest takeaway from this episode is that repair shops cannot afford to operate in constant chaos and guesswork. A reactive “grocery list” approach to diagnostics leads to wasted time, unnecessary parts replacement, lower profits, and poor customer outcomes. To succeed in today’s increasingly complex automotive industry, shop owners must create a year-round training strategy that helps technicians diagnose efficiently, think critically, and continuously improve their skills. Structured processes, modern testing methods, and ongoing education are no longer advantages; they are necessities for survival and growth.
remarkableresults.biz/e1093
The AI-Driven Auto Repair Leader: Using Technology as Your Strategic Thought Partner [RR 1092]
In this forward-looking conversation, Carm Capriotto and Chris Cloutier, CEO of AutoFlow and owner of three Golden Rule Auto Care locations, explore how artificial intelligence is rapidly transforming the automotive repair industry; not as a replacement for people, but as a powerful tool that helps shop owners lead smarter, communicate better, and operate more professionally.
Chris shares firsthand experiences using AI inside both his software company and his repair shops, revealing how the technology can dramatically reduce time spent on leadership and administrative tasks while improving workflow efficiency and customer communication. From refining technician notes to helping build business plans and expansion strategies, AI is becoming what Chris describes as a ‘thought partner’ for today’s shop owner.
What You’ll Learn:
Why AI should be viewed as a strategic business partner, not a threat to the automotive repair profession
How effective prompting and providing context can dramatically improve AI-generated results
Ways AI can streamline major business tasks such as SBA loan preparation, SWOT analyses, and growth planning
How AI-powered technician note rewrites improve customer communication and strengthen professionalism
Why clear, polished communication acts as a “curtain of professionalism” that builds customer trust
How AI can help bridge language barriers by translating repair orders and inspection results
The risks and humor of “AI versus AI” hiring practices, where both employers and applicants rely heavily on artificial intelligence
Why Chris believes today is the least expensive AI will ever be, and why shop owners should begin learning it now
The biggest takeaway from this episode is simple: AI will not replace highly skilled automotive professionals, but it will absolutely enhance the shops that learn how to use it effectively. From improving efficiency and communication to elevating the image of professionalism, AI offers tremendous advantages for modern repair businesses. However, Carm and Chris emphasize one critical principle throughout the conversation: trust, but verify. Just like quality control in the service bays, AI-generated information should always be reviewed carefully before being shared with customers or used to make important business decisions.
remarkableresults.biz/e1092
Meet Paige: The Auto Repair Industry’s First 24/7 AI Recruiter [THA 481]
Recorded live at the VISION 2026, this episode of Remarkable Results Radio features host Carm Capriotto in conversation with Lisa Coyle, Co-founder and CEO of Promotive, and Stacey Black, Account Manager at Promotive. Together, they unpack one of the most urgent challenges facing the automotive repair industry today: how to attract, hire, and retain top talent in an increasingly competitive and fast-moving market.
What the Episode Covers:
The “Ghosting” Problem in Hiring:
Why candidates are applying to 15-20 shops at once
How speed of response determines who wins the hire
The growing impact of declining soft skills like communication and accountability
The Role of Shop Culture in Retention
Why culture must be intentional, not assumed
Simple, low-cost ways to build connection and loyalty
Ideas like celebrating milestones, supporting families, and investing in training
How strong culture reduces turnover and attracts better talent
Introducing “Paige” The Industry’s First AI-Powered Recruiting
Promotive’s virtual recruiter designed for the automotive industry
Instantly engages candidates via text after they apply
Conducts a guided, conversational pre-screening interview
Captures key data: experience, commute, current benefits, and pay expectations
A Live Demo of AI in Action
Carm roleplays as a technician to demonstrate Paige’s capabilities
Shows how natural, fast, and effective the process is
The 24/7 Hiring Advantage
Why candidates often apply after hours, and how Paige captures them in that moment
Real-world success, including dozens of completed interviews over a holiday weekend
Faster engagement leads to fewer drop-offs and better-qualified candidates
Hiring today requires more than posting a job and waiting. The shops that succeed are the ones that move quickly, communicate clearly, and create a culture people want to be part of. By combining intentional leadership with innovative tools like AI recruiting, you can reduce friction in the hiring process, improve retention, and ultimately build a stronger, more committed team.
VISION Hi-Tech Training and Expo: https://visionkc.com/
remarkableresults.biz/a481
Batman Needs a Robin: Meet Your Shop’s New Sidekick Ninja App [THA 479]
Recorded live at VISION 2026, host Carm Capriotto is joined by Jeremy Glassco of AppFueled and shop owner Joe Schindler to explore how auto repair shops can better connect technology with customer engagement.
Gladsco introduces the concept of the “App Gap,” explaining that while consumers frequently engage with apps from major brands, auto repair shops struggle with adoption because customers only download apps they trust or see immediate value in. To bridge this gap, he emphasizes delivering clear incentives and meaningful engagement.
A key innovation discussed is “Sidekick Ninja,” a Chrome extension tool that complements the shop’s management system by surfacing real-time customer insights, including communication history, profile data, and available offers, directly within the advisor’s workflow. This integration ensures no missed follow-ups, rebates, or opportunities to enhance the customer experience.
Schindler also highlights strategies to protect shop profitability, including gamifying customer engagement within a shop app. By rewarding users for actions such as adding vehicle details or personal information, shops can gather valuable data while encouraging deeper engagement.
Ultimately, the episode reinforces that when technology is used to enhance, not replace, the human connection, shops can create better experiences, stronger relationships, and more consistent growth.
https://www.appfueled.io/sidekick-ninja
VISION Hi-Tech Training and Expo: https://visionkc.com/
Jeremy Glassco, Founder, App Fueled
Joe Schindler, Schindler’s Garage, Floyds Knobs, IN
remarkableresults.biz/a479
Smart Glasses in the Shop: Inside NAPA Autotech’s XcceleratoR Training [THA 478]
Recorded live at VISION 2026, host Carm Capriotto sits down with Matt Crumpton, Director of Program Development at NAPA Auto Care, and Robin Cowie, Creative Technologist, to explore the official rollout of NAPA’s Extended Reality (XR) training program.
The conversation centers around solving some of the industry’s biggest challenges: the ongoing technician shortage, the high cost of tools for new hires, and the need to get technicians productive and billable faster. By leveraging immersive technology that feels familiar to younger generations, NAPA is creating a pathway for new technicians to build skills and confidence in a low-risk, high-impact learning environment.
The XR ecosystem is built around three core technologies. Virtual Reality (VR) delivers immersive, point-of-view training with over 50 lessons focused on essential shop skills, reinforcing the idea that “brakes pay bills.” Using a structured “teach five, test five” approach, technicians develop muscle memory before ever working on a live vehicle. Mixed Reality (MR) bridges the gap between virtual and physical by combining real tools with guided digital overlays, allowing for hands-on practice with built-in support. Augmented Reality (AR) smart glasses bring the technology directly into the service bay, giving technicians instant, voice-activated access to critical information like torque specs, keeping them focused on the vehicle and saving valuable time on every job.
Looking ahead, the platform continues to evolve. Future integrations are expected to include shop management systems, Identifix, and digital vehicle inspections, enabling fully hands-free workflows and even customer-facing video communication directly from the bay.
After successful testing with early adopters, NAPA officially announced at VISION 2026 that its XR training packages are now available for general purchase, offering shops a powerful new way to train, support, and retain the next generation of technicians.
https://napaxccelerator.com/
VISION Hi-Tech Training and Expo: https://visionkc.com/
remarkableresults.biz/a478
Own the Technician Shortage: How One Shop Owner is Transforming Industry Recruitment [RR 1083]
In this episode, Carm Capriotto speaks with Chris Machado, founder of XGen Academy, about a bold new approach to solving the automotive technician shortage.
Machado has developed an intensive 16-week training program that blends virtual reality simulations, classroom learning, and hands-on shop experience to accelerate the development of new technicians. At the core of the academy’s philosophy is the “reverse funnel,” which attracts a wide pool of young talent and progressively refines their skills toward professional mastery.
The program goes beyond technical instruction. Through its “Reality Hub,” students also learn essential life and workplace skills, including financial literacy, professionalism, and ethics.
By modernizing the training experience and making automotive careers more appealing to younger generations, Machado aims to build a scalable model that can be replicated nationwide, offering a proactive, high-tech solution for developing the industry’s next generation of technicians.
XGen Academy: https://xgened.email/
remarkableresults.biz/e1083
A Professional Face Lift: Why the Automotive Generalist Model is Broken [RR 1062]
Joe Marconi, former shop owner, Elite Worldwide coach, is defining the challenge in today’s automotive aftermarket: the need for specialization.
The End of the Generalist Era
– Modern vehicles are too complex for the “all makes, all models, all repairs” approach. Marconi shared that when he tried doing everything—from transmission rebuilds to diagnostics—profitability disappeared. The time, training, and tooling required simply didn’t make sense.
Specialization: The Smarter Path Forward
– Like medicine’s cardiologists and neurologists, automotive professionals must focus their expertise. Specialization boosts productivity, profit, and performance while creating better outcomes for customers.
Redefining Professionalism and Language
– Replace “mechanic” or “tech” with “technologist” or “specialist.”
– Use precise titles like “calibration specialist” to build client confidence.
– Adopt “Essential Skilled Occupation (ESO)” to better reflect the professionalism of today’s technicians.
Building Career Paths and Attracting Talent
– Specialization creates clear career pathways and helps combat the technician shortage, offering young people a profitable, purpose-driven alternative to a four-year degree.
Listeners can explore Carm’s evolving document, The Rise of the Specialist—now in its 23rd version—online. https://remarkableresults.biz/rise
remarkableresults.biz/e1062
Do We Need A License To Calibrate Vehicles: The Professionalism Gap [RR 1061]
Scott Brown shares his insights on key challenges in the automotive aftermarket, including ADAS, EV maintenance, and industry adoption.
ADAS Calibration and Liability
Scott emphasizes the importance of proper ADAS calibration, required by manufacturers after certain repairs. Skipping it exposes shops to liability, and he advises refusing jobs if required calibration is declined. Despite its necessity, the industry adoption is low.
EV Tooling and Safety
While basic shop tools suffice for many EV services, high-voltage work demands safety training and PPE.
Looking Forward
Using his aviator metaphor of “runway,” Scott stresses that shops must evolve, specializing in ADAS and EV maintenance to stay competitive as EVs become the future of mobility.
Scott’s insights make one thing clear: the automotive industry is changing fast, and shops that embrace ADAS and EV expertise now will be the ones leading the market tomorrow. Staying informed, trained, and prepared isn’t just smart—it’s essential for long-term success.
remarkableresults.biz/e1061
Revolutionizing Automotive Training with the NAPA Autotech XcceleratoR [THA 436]
Recorded live at the NAPA NOW event, a panel of industry experts, including Robin Cowie, film producer and former leader of the Madden NFL game franchise, discusses how the NAPA Autotech XcceleratoR Program will revolutionize automotive technician training. This extended reality solution replaces traditional classroom learning with immersive, real-world simulations, enabling faster skill development, higher retention, and reduced training time from months to days. The panel highlights the program’s impact through honest technician beta feedback, showcasing its ability to enhance certifications, boost shop efficiency, track technician progress, attract new talent, and ensure ongoing education and proficiency.
remarkableresults.biz/a436
Emerging Technology? It’s Been Parked in Your Bay for Years [THA 434]
Recorded at the NAPA Now Conference celebrating NAPA Auto Care’s 100th anniversary, this conversation dives into the realities of emerging automotive technologies, especially ADAS (Advanced Driver-Assistance Systems). The discussion emphasizes the critical need for proper calibration procedures, equipment, and technician training to keep pace with rapidly evolving tech. From static vs. dynamic calibrations to the integration of AR/VR tools, the panel explores the industry’s struggles to adopt new technology and the personal traits, like hyperfocus, needed to thrive in today’s complex diagnostic landscape. The takeaway: adaptation, education, and investment are no longer optional; they’re essential for staying competitive.
remarkableresults.biz/a434
Thermal Management: The Future of Automotive Refrigerants and Technology [THA 422]
Recorded at the 45th annual Mobile Air Climate Systems Conference (MACS 2025) in Orlando, Florida, this episode dives into the evolving world of thermal management in vehicles. Our panel discusses the shift from traditional air conditioning to a more advanced approach, driven by the growing complexity of modern vehicles, especially EVs. They explore why maintaining optimal temperatures for batteries, electric motors, and other components is just as critical as passenger comfort. The conversation also covers alternative refrigerants, particularly blends, as a way to boost efficiency, reduce environmental impact, and adapt to changing battery technologies. With these advancements, the need for technician training and industry adaptation is greater than ever. Our experts emphasize the importance of collaboration across the industry to ensure a smooth transition and deliver effective solutions for both OEMs and aftermarket service providers.
remarkableresults.biz/a422
Artificial Intelligence: Friend or Foe? A Shop Owner’s Guide [THA 417]
Discover how to harness AI tools effectively in business with two experts from Optimize Digital Marketing. They share practical tips on using AI to streamline operations, generate creative marketing ideas, optimize SEO, and improve customer interactions—all while maintaining a personal touch. Learn how to balance AI’s efficiency with human creativity and judgment, avoid pitfalls like bias and plagiarism, and make AI work for you without losing authenticity.
remarkableresults.biz/a417
The Real Horsepower Behind Automotive Influencers [THA 408]
Who are the innovative influencers of the automotive industry—the unsung heroes behind the tools and technology Technicians/Technology Specialists rely on every day?
“Most of the industry doesn’t realize that a large portion of technology used every single day came from a very small group of people that nobody knows.”
“They’re not the ones you see online. They’re not the ones that have Instagram or TikTok or anything like that. They’d rather figure the car out or how something works.”
remarkableresults.biz/a408
Unveiling At AAPEX 2024: Autel’s New Scan Tool And More! [FTR 112]
The Race to Electric: How Chinese Manufacturers are Changing the Game for Legacy Automakers [RR 989]
Derek Kaufmann, managing partner at Schwartz Advisors, discusses the transformative changes in the automotive industry, particularly the rise of electric vehicles (EVs) and the influence of Chinese manufacturers. Derek shares insights on China’s significant investments in EV technology and battery production, highlighting their impact on global market dynamics. The conversation also covers the challenges faced by legacy automakers in the U.S. and Europe, the competitive landscape of EVs, and the future of the automotive market.
remarkableresults.biz/e989
The Most Overlooked ‘Power’ Tool: Unlocking Your SMS [THA 396]
‘Our shop managers, our shop owners, they don’t know what they have, and because they don’t know what they have, they don’t know how to use it to the fullest extent.’
This episode is packed with valuable advice for shop owners who want to maximize their Shop Management System and ensure their business runs seamlessly and profitably.
remarkableresults.biz/a396
Powering Up: Tracy Capriotto Explores EV Safety [RR 978]
Recorded at the NAPA Autotech Training Research Center in Canton, OH, Tracy Capriotto and Bill Weaver from NAPA Autotech Training dive into the fundamentals of electric vehicle safety. Key topics include personal protection equipment (PPE), the importance of glove safety and testing, and an introduction to using meters for EV systems inspection. Stay educated and inspired as you learn crucial EV safety insights from industry experts.
remarkableresults.biz/e978
Are You EV Ready? [THA 388]
“Within 15 minutes on the first day, I knew. And I turned to Carm and just said, ‘This is going to be really, really good.'” Matt Fanslow
Recorded at the NAPA Autotech Research and Training Center in Canton, Ohio, Matt Fanslow, Jim Przybylski, and Allen Bass discuss the development and execution of NAPA Autotech’s revolutionary EV Ready Training Program. They discuss the intricacies of curriculum design, the importance of hands-on learning, and the benefits of real-world application in training. Tune in for valuable information, industry tips, and a closer look at NAPA’s commitment to advancing the automotive aftermarket.
remarkableresults.biz/a388
Leveraging Technology and Marketing in Recruitment [RR 969]
Dan and Dave Ostrov, co-founders of Whiterail Recruits, discuss recruiting challenges and strategies in the automotive industry. The conversation highlights the use of technology and marketing to address labor shortages, the issue of ghosting, and the importance of building relationships with potential candidates.
remarkableresults.biz/e969
Training and Safety in the Age of EVS and ADAS [RR 965]
share their experiences at the NAPA EV Ready Training Center. Matt highlights the importance of safety and professional training in handling high-voltage systems in electric and hybrid vehicles. Both emphasize the need for automotive shops to invest in ongoing education, advanced tools, and equipment to stay ahead in the evolving automotive industry, particularly with the rise of ADAS and EV technologies.
remarkableresults.biz/e965
The Evolution of Automotive Technology Training [THA 372]
The role of mechanical and technology specialists is changing faster than a pit stop at the Indy 500. My guests, including expert NAPA trainers Curt Eigenberger, Bill Weaver, and Randy Cowan, 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. Do you know how?
The New Frontier of Measuring Service Advisor Effort and Output [RR 913]
Stan Stokes and Eric Renninger from Iron Fist Consultants discuss the evolving roles of service advisors in the automotive industry, the impact of COVID-19 on consumer behavior, and the role of technology. Gone are the days of going purely on gut feeling; today, maximizing conversion rates means utilizing every bit of data available. Operationalizing data and effective communication are fundamental aspects of a positive customer journey.
remarkableresults.biz/e913
Navigating the Tesla Terrain: Insights from Seth Thorson [RR 908]
Recorded Live at ASTE 2023, Seth Thorson shares insights on owning a Tesla, including the availability of parts, diagnostics, and his experiences with long-distance driving in a Tesla. He addresses misconceptions about EV charging stations and the topic of EV fires. Seth’s expertise and passion for Tesla and EVs are truly inspiring and informative.
remarkableresults.biz/e908
Keeping an Eye on Bay Productivity [THA 356]
Did you know most shops only utilize 20-30% of their bay capacity? Let’s explore the concept of effective bay rate and the potential benefits of monitoring and analyzing bay usage. What is the potential revenue that can be realized by addressing these inefficiencies?
Our panel highlights the importance of focusing on bay efficiency rather than just technician efficiency and the need for shops to adopt lean six sigma principles to maximize productivity.
remarkableresults.biz/a356
Network Security: Protecting Your Business [THA 352]
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.
remarkableresults.biz/a352