Thanks to our Partners, NAPA Auto Care, NAPA TRACS and Automotive Management Network

Recorded at the 45th annual Mobile Air Climate Systems Conference (MACS 2025) in Orlando, Florida, discover the importance of NASTF in bridging the gap between OEs and independents. Donny Seyfer also shares insights on empowering teams, today’s technology impact, and the importance of mentorship.

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

Show Notes

• Watch Full Video Episode
• MACS Training Event & Trade Show: https://macsmobileairclimate.org/
• National Automotive Service Task Force (NASTF): https://wp.nastf.org/
• Koura: https://www.kouraglobal.com/
• Honeywell: https://www.honeywell.com/us/en
• NASTF (00:00:00)
• Donnie’s Career Background (00:02:56)
• Memorable Experience with STEM Students (00:03:19)
• New Product Development Announcement (00:07:18)
• Challenges in Product Development (00:08:41)
• Optimism in Facing Challenges (00:09:15)
• Team Collaboration in Writing (00:12:25)
• Hiring for Strengths (00:12:34)
• Balancing Roles as a Visionary (00:13:01)
• Importance of Language in the Industry (00:14:25)
• Changing Habits in Language Usage (00:15:29)
• Pivots in Business Strategy (00:20:03)
• Impact of Technology (00:22:38)
• AI in Communication (00:23:53)
• Time Management Strategies (00:26:59)
• Finding Your Zone (00:28:13)
• Dream Cars and Personal Projects (00:29:02)
• Creating a Safe Work Environment (00:32:43)
• The Power of “I Don’t Know” (00:33:39)
• The Power of Mentoring (00:35:46)
• Mentors at Different Levels (00:36:35)
• The Secret to Finding Mentors (00:37:20)
• Peer Mentoring (00:38:12)
• Personal Insights (00:38:21)

Thanks to our Partners, NAPA Auto Care, NAPA TRACS and Automotive Management Network

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

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:

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

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

-Follow on Twitter: https://twitter.com/RResultsBiz

-Visit the Website: https://remarkableresults.biz/

-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

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

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/

Can a break-up be the catalyst for an entrepreneurial leap? Find out during Shawn Gilfillan’s 20 questions in 30 minutes episode! Shawn also discusses the importance of a strong business culture, mentorship, and the joy of hobbies like aviation. Shawn shares strategies for managing gross margins and the significance of client experience.

Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Shawn’s previous episodes HERE

Show Notes

• Watch Full Video Episode
• Automotive Magic (00:00:17) Shawn Gilfillan discusses the founding of Automotive Magic on April Fool’s Day in 2003.
• Life Calibration (00:00:41) Shawn talks about his work with Chris Lawson and the high-performance team coaching program at Life Calibration. Life Calibration: From Burnout to Balance [THA 348]: https://remarkableresults.biz/remarkable-results-radio-podcast/a348/
• Mentorship and Self-Development (00:04:54) Shawn discusses the impact of mentors and self-development in his journey as a shop owner.
• Hobbies (00:06:10) Shawn talks about his hobbies, including aviation.
• Motivation and Business Culture (00:07:46) Shawn shares his motivation for getting up in the morning and discusses how he creates opportunities for others to thrive and elevates their performance.
• Advice and Fear (00:11:49) Shawn shares advice on overcoming fear and empowering employees as an owner/CEO.
• Book Recommendation (00:13:13) Shawn recommends “Hero on a Mission” by Donald Miller and discusses its impact on his perspective as a business owner.
• Building Business Culture (00:14:50) Shawn discusses the challenges and importance of building a strong business culture from the top down.
• Culture and Team Dynamics (00:15:40) Discussion on creating a positive work culture and building a cohesive team.
• Leadership and Vision (00:16:29) The importance of establishing a vision and values from the start, and involving the team in maintaining the culture.
• Client Experience and Relationship Building (00:19:36) Strategies for understanding and meeting client needs, and building strong client relationships.
• Adaptability and Change (00:20:47) The significance of embracing change and adapting to business challenges.
• Leadership Crisis and Team Support (00:21:00) Dealing with unexpected managerial crises and the importance of team support.
• Personal Development and Skills (00:23:14) The desire for new skills and personal development, such as learning magic tricks.
• Business Management and Gross Margin (00:24:14) Strategies for managing gross margin and keeping front-end operations efficient.
• Car Count and Scheduling (00:25:35) Strategies for managing car count, scheduling, and maintaining workflow in the shop.
• Future Reservations and Client Commitment (00:27:21) The importance of setting future reservations and ensuring client commitment to scheduled appointments.
• Leadership Communication (00:29:17) Encouraging a shift in language and communication to emphasize the importance of future reservations.
• Hiring and Relationships (00:30:12) Discussion on hiring and relationships in the workplace, including the impact of personal relationships on work performance.
• Dream Car (00:31:37) Shawn’s dream car and the enjoyment he derives from it.
• Opening a New Shop (00:32:11) The three important needs for opening a new shop: location, good people, and effective marketing.
• Marketing Strategy (00:32:33) The success of giving away the first hundred oil changes for free as a marketing strategy.
• Firing a Customer (00:33:52) A recent incident of firing a customer due to their attitude and behavior at the shop.

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:

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

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

-Follow on Twitter: https://twitter.com/RResultsBiz

-Visit the Website: https://remarkableresults.biz/

-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

Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective way. Chris has his ASE C1: Automobile Service Consultant Certification Test (C1). He brings the business side to the business and his brother Pat brings the Braun. Chris is also a musician. Hear Chris’s previous episodes HERE.    Autotex.me website HERE.

Key Talking Points:

1. What drives you?Passion for technology and change- Once Christ became free from “Corporate America” he saw the endless potential to be anything you want to be. Freedom to jump to conclusions and do what you want to do.  
2. What did you want to grow up and be?Entrepreneur- make and build things 
3. What impact will technology have on your business?Massive impact- constantly adding and changing in order to maintain successful customer experience and a productive and effective shop. If using technology is confuses and doesn’t work for them they are using the wrong technology
4. What new technology are you going to add to your business in the next 6 months?“Baywatch” watching vehicles in real time ALPR (advanced license plate reader) and object recognition- measuring efficiency and productivity in the bays 
5. What are you afraid of?Failure- “Failure is a part of success” but failure is still hard to handle. Sometimes you are afraid to make a choice because you’re afraid of what could happen as an outcome. Failure can happen due to factors you’re not in control of (COVID-19).  
6. What do you do for fun?Spending time with family (2 daughters and wife). Activities together like ice skating, kicking soccer balls, skiing etc. 
7. What is a big concern or threat to your business?Consolidation- driving and driverless fleets. Who will be repairing those vehicles? Who has nationwide coverage?
8. How do you manage work/life harmony?Discipline to “turn it off” certain evenings and on Sunday’s- limited phone and computer use 
9. What did you sacrifice in the early days to get where you are today? Regret it?Sacrificed friendships and relationships- it’s easy to pour yourself into work and neglect certain friendships. Chris doesn’t have regret because they were tradeoffs to pursue what he wanted to do.    
10. Do you have a strong intuition? Do you listen to it? Has always followed his gut while knowing “the numbers.” Trusts his intuition and listens to it. During COVID his gut told him to inform his employees what was going on- potential layoffs, potential salary cuts etc. Employees were grateful he was honest and upfront.  
11. Get any great advice that you still follow today?Advice from his father:“If you’re going to lie with the dogs you’re going to get fleas.” It serves as a reminder to surround yourself with good people. 
12. How does one start to build a strong business culture?Starts with the leader- What are your strengths? What are you good at? What do you like? Find things you care about and your employees will see it. Don’t force “fun,” be genuine with your interests and the interests of your employees.  
13. We learn from mistakes. What was one of your biggest mistakes?Not realizing his path early on in life- we often fight our paths but that’s when you have to listen to your intuition. 
14. Wanted to make it big in music and failed but learned how to manage people/business during that time.  
15. Ever had a mentor?Dad was first mentor
16. Read “How to win friends and influence people” and it changed the course of his life. 
17. Continues to have mentors, 20 groups and advisors “Feedback is a gift like on Christmas morning. Receive it, take it in, open it up, be thankful. Don’t throw it back in their face.” 
18. How much training per year do you get?Minimum of 40 hours (1 hour every week) but often has over 120 hours per year- being apart of 20 groups 3-4 times a year, attends conferences and sits in the classrooms
19. A secret to a good job interview?Behavior interviewing skills- instead of asking “Have you ever done an oil change before?” ask “Walk me through the last oil change you did.” Also ask questions about conflicts and how they were resolved. Ask about behavioral scenarios. 
20. Would your organization crumble if you stepped aside?No- investing time training leaders to be leaders. Leadership is all about soft skills 
21. Do you share your financial statements with your team? If Yes, why?Yes both the shop and software companies- your employees know your financials already and if you don’t share it they often think you are pocketing. Educate them on expenses and overhead.   
22. Do you see obstacles not as roadblocks but as opportunities?Gap analysis- where are the gaps and how do I fill them in? Find out what people aren’t doing and tumble through them. Obstacles are opportunities.
23. Who is someone you really admire?Jesus- true servant leader instead of jumping to conclusions. Good people get in bad habits- look through that and offer grace. 

Resources:

• Thanks to Chris Cloutier for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever.

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/carm

Frank Scandura, Franks European, Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years of writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.

Key Talking Points:

1. If I had all the money in the world, what would you buy?Security for family. Becomes more important as time goes on. 3 out of 4 kids have already taken Dave Ramsey’s 7 Baby Steps- Make a monthly budget  
2. Is it easy to say ‘I Don’t Know.’Yes, but you have to practice. It’s okay to not know everything, simply say “I’m not sure, let me do some research and get back to you.”  
3. Do you see obstacles not as roadblocks but as opportunities?,Opportunities all the time. Anticipate roadblocks and play the “what if” game to solve the problem.  
4. Do you have a strong intuition? Do you listen to it?Yes and act on your gut feeling. Trust your inner intuition and spouse’s intuition. 
5. Your biggest learning moment?Used to let temper get the best of him and think he was the one that built business. Realized business would be nothing without the people around him. Humbling moment.    
6. What are you doing to put the Customer first in your business?Putting employees first. If you treat employees right (training, tools, expectations) they in turn treat customers right.  
7. A special strategy to build a strong reputation?Follow your morals, values and integrity. Do not tolerate anything else.  
8. Recently fired a customer? The reason?Some customers make unreasonable demands. Everyone makes mistakes, it’s how you handle them that sets you apart. Politely tell the customer “I’m sorry but this is not the right shop for you.”    
9. What impact does technology have on your business?If you’re not digitally savvy now, it might be too late. Need to capture as much data as possible. Have to have digital dispatching, reporting, inspections etc. Be ready for the changing technology in cars.   
10. What is the latest book you read? Big take-a-way“Leadershift” by John Maxwell- making those around you leaders, shift how you lead to let them become leaders.  
11. How much training per year do you get?Watches video series for Transformers Institute, John Maxwell training, reads everyday and has daily devotions. Hobby is woodworking and continues to learn about that as well. 
12. Ever had a mentor?Jim Murphy, Dan Taylor, Greg Bunch
13. Share a Gross Margin HackLearn what gross margin is first. Don’t be afraid to charge what you’re worth. Can’t manage what you can’t measure.   
14. Last labor rate adjustment?$30/hr since last August this year. Parts are becoming harder and harder to get margins on. Wanted to improve bonus structure and improve the bottom line.   
15. Share a car count idea?Stop going for more car count, make every car count more. Every car needs a thorough written inspection. Every discovery needs to be estimated. 100% of the estimate needs to be presented.   
16. How long ago did you update your website?Last month- complete revamp of site, chat bot 
17. The most recent update to your processes/systemConstantly updating! Only way you can successfully do that is by having communication with the team in regular meetings.  
18. Are you paperless? When did you go?6-7 years ago- saw the need for it a long time ago with streamlining technician writing in abbreviation and wrong parts got ordered.
19. Name something you tried that didn’t work?Hybrid battery rebuilding- learned that instead of needing to be the “first” for everything, can take a step back and wait before jumping in.    
20. What is your dream car? Do you own it?Don’t currently but owned it twice- mercedes high performance 2 door CLK63 AMG Convertible. Sold it in town- a new customer knew it had an oil leak that would be fixed during the first oil change, turned out it had to be pulled out to be fixed. Frank bought the car back from the owner. Sold it a year later.  

Resources:

• Thanks to Frank Scandura for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode is segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer.

Learn more about PROimage and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.

Doug Grills from AutoStream Car Care Center is a chain of six family-owned, automotive service facilities that deliver honest and professional automotive repair and maintenance services to customers in the Greater Baltimore/Washington, DC area. Doug along with his partner Rick Levitan has been around the service station business for over 25 years and has built their reputation by offering best-in-class service to their customers.

All AutoStrem Car Care technicians are ASE Certified and the shops are AAA approved. Listen to Doug’s previous episodes HERE.

Key Talking Points:

1. One thing you’ve done that no one knows?Was a band-drummer and vocalist through college years. Loves experiencing a live show- attends around 12-15 live concerts per year with his wife. 
2. What do you do for fun?Going to concerts, playing tennis and golf, exercising, spending time with his wife and family.   
3. Most significant trend you are watching?ADAS and how it will impact business, industry consolidation 
4. What skills do you delegate because you’re not good at them?Figure out what you like to do and what you’re good at- delegate other areas to other people that are better at the task than you. Visionary and integrator (task manager) of business. End result will be better than doing it on your own.     
5. How does one start to build a strong business culture?Starts with values- what are your business values? What matters to you that you want reflected in your organization? Doug’s business values excellence, a passion for having excellence, having concern for others (customers, coworkers and community), perseverance  
6. Do you have a strong intuition? Do you listen to it?Yes and yes! Analytical by nature but does follow intuition as well. 
7. Do you still have the fire you had when you first started?Absolutely. Worked harder in the last 5 years and with greater passion. Love what you do because sometimes you can’t do what you love.     
8. We learn from mistakes. What was one of your biggest mistakes?Didn’t accept personal responsibility on the individual performance of the team. But I looked in the mirror and started asking, Am I providing the training/skills/support to make sure this employee has the best possible chance of succeeding?
9. How do you manage work/life harmony?Work-life harmony- spending time with family and your own health while being passionate about your work. Have discipline around the things you want to do outside of work.  
10. What drives you? Creating a great company- people love working for and customers love working with. Goal posters within a business.  
11. How are you finding good technicians?Referrals internally
12. How has your business changed in the last 3 years?Read article in Ratchet and Wrench magazine and started networking and creating friendships within the industry 
13. A special strategy to build a strong reputation?Online reviews- a goal that every location acquires online reviews. Have the courage to ask customers to review you. Word of mouth and reputation lives online.  
14. Do you see obstacles not as roadblocks but as opportunities? Everything is part of the process- even setbacks/roadblocks. Obstacles and roadblocks are built to go around, there is always a way to find a solution.   
15. What impact will technology have on your business?Staying up to date with tools and technology- understand the upcoming changes 
16. Ever made a major pivot in your business? If yes, what?Started in gas stations- pivot was changing to automotive services after 5 years  
17. Strong teams always win. What is your winning formula in developing a strong team?People who buy into your culture and enjoy working together
18. Would your organization crumble if you stepped aside?No- has processes and key managers in place  
19. Is community important? Share your biggest effort? Extremely important- Breaks for Breasts, celebrated 20th anniversary of business and created a fundraiser for Make a Wish Foundation  
20. How long ago did you update your website?Constantly making subtle updates and changes all the time. Uses Autoshop Solution for website  
21. Ever sing karaoke?No, but he thinks about it all the time! Has similar vocal range as Ian Anderson from Jethro Tull

Resources:

• Thanks to Doug Grills for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode is segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

Gold Certification recognizes top tier NAPA AutoCare Centers with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard-bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders.

Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visiting www.NAPAAutoCare.com.

Dave Kusa is the owner of AutoTrend Diagnostics in Campbell, CA. Dave is very active in Chapter 42 and currently serves as a board member and chapter representative. He has also helped several new shops become ASCCA members. Dave advocates with local legislators on behalf of small businesses and their employees. He contributes to TeamTalk and is a huge resource for members. He was ASCCA’s past president. Look for Dave’s other episodes HERE.

Key Talking Points:

• Biggest trend you are watching?ADAS- repair, calibrate, training for it
• Governor of California is trying mandating no petroleum-powered vehicle sold by 2035
• How did you decide to become a shop owner?From a young age, I loved being able to take things apart and put back together and enjoyed working with his hands and vehicles. My goal in high school was to be a shop owner. 
• Do you still have the fire you had when you first started?No, but it’s not a bad thing. When you first start anything there is a new sense of enthusiasm, discovering new things and new problems. As time goes on you become wiser and can handle situations better. Wisdom “quiets” the fire but the fire is still burning.   
• Was there a key turning point in your journey that made all the difference to get you where you are today?Parents and their friends were starting to retire and move away. Dave also wants to be able to successfully retire and be able to financially stay or leave if he chooses.  
• Ever had a mentor?Yes, many mentors! Important to seek out people that have ‘been there, done that.’ Can’t think you are by yourself and on an island. There are so many people willing to help and want to help.   
• Do you have a strong intuition? Do you listen to it?Yes, always listen to your gut feeling. A strong intuition is needed to make quick decisions.  
• Get any great advice that you still follow today?Mentor Larry Moore says “Get training and learn how to run a business and Larry always said “Everything I know, I stole from someone else.” Circles back to mentorship, people are willing to help.  
• Name something you tried that didn’t work?Originally I was going to buy a shop with former coworkers as partners, turned into a disaster, and didn’t go through but it was good that it didn’t. 
• How do you manage work/life harmony?Wanted to be a present father to his two daughters and husband to his wife, structured himself to be 8 am-5 pm Monday- Friday schedule and they make it work as a family.  
• How does one start to build a strong business culture?Starts with the business owner- Need to know what your moral ethics are and communicate that to your employees and most importantly follow it.  
• Strong teams always win. What is your winning formula in developing a strong team?Culture- contribute and collaborate as a team. Include people in decisions 
• Would your organization crumble if you stepped aside?Is often out of the shop for the entire day or 2-3 days for coaching purposes, has a strong team for day-to-day operations without him. Working towards having someone being able to handle administrative paperwork if he was out of the shop for an extended period of time. 
• What impact will technology have on your business?Significant impact- ADAS, autonomous vehicles, electric vehicles, where is the service opportunity in an electric vehicle?
• How much training per year do you get?Constant training- works with a coach twice a month and learns while working as a coach along with training with ASCCA   
• Technicians in the shop get 12 hours of training per quarter
• A big secret to building a strong relationship with Customers?Communication- most customers don’t understand what other shops/dealerships are exactly quoting/invoicing for repairs, especially when it is a high quote. Have conversations with new and existing clients in terms they can understand. Invoices using $1 per word. If the invoice is $1,000 then there are 1,000 words explaining what the invoice is for.   
• A secret to a good job interview?Conduct interviews as a team. Everyone should be comfortable and be able to maintain the team culture. 
• Share a Gross Margin HackCalifornia cant charge for shop supplies- starts adding up, including on invoice. Monitoring parts matrix and labor matrix and margins.   
• Do you share your financial statements with your team? If Yes, why?Yes, there is a known shop hourly rate along with an understanding of profit and loss statements and expenses of the business. Employees have an ownership mentality then.    
• How long ago did you update your website? Yearly updates
• The most recent update to your processes/system Hours per RO- identify time-wasting

Resources:

• Thanks to Dave Kusa for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode is segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visiting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer.

Learn more about NAPA PROimage and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.

Randy Pickering

As a 4th generation automotive “lifer”, I have learned that vehicles come and go, are broken, and fixed, but the relationships with our customers far outlast their transportation needs.

I am committed to ensuring that every customer of ours is completely satisfied after working with our team. We work diligently to provide peace of mind to all of our customers by treating them as if they were part of our own families.

I wanted Pickering’s to be an environment that reminded our customers of a time when your technician and service advisor were more than just the people who took care of your car, but rather individuals who remembered you by name, genuinely took an interest in your life and built a relationship with you.

We believe our industry should not differ from any other industry in how we perform customer service. Just because we are in the auto repair business does not mean customers should expect poor customer service and abuse, as many customers believe they receive from others in our industry.

• We will greet our customers cheerfully, excited that WE CAN resolve the auto repair problems they have. Knowing that with our resources WE CAN help them get the fullest life use of their vehicle.
• We want to earn our customers trust so they are comfortable and confident with our integrity and abilities to have us take care of their car concerns.
• We want our customers to be satisfied, as never before, in our industry. We hope our customers will become our raving fans and feel the need to express their experiences to others, recommending our facility to them.

Key Talking Points:

• 4th generation business- sons will be taking it over next and become 5th generation Had a medical emergency with lungs and had to take 3 months off- sons enjoyed stepping in and wanted to make some changes. Randy realized it was time to transition.   
• Transitioning getting out of business- finding another source of income which is coaching for Elite Worldwide 
• Felt positive about transition- has great employees, customers and processes/procedures/systems in place already
• Hasn’t been in the day to day part of business in last 3-5 years
• Training and being involved in associationsIncredibly important part of business- started being involved in ASA in early 1980’s  
• Sons both wanted to join 20 groups on their own
• Opening second locationWanted expansion to have solid exit plan in future 
• Sons are looking toward opening 3rd location- both positives and drawbacks, how much time are you willing to put into business in order for it to grow?
• Internal candidate for succession plansLook internally and shift your hiring- “Is this person a potential candidate for my business?” 
• Being successfulCustomer service- giving them an experience and treating them so they want to come back 
• Having a succession plan in place- anything can happen at any moment in time, carve out specific roles and learn to let go.
• Setting and attaining gross profit percentages
• Best advice- hire a coach early on and enjoy your family

Resources:

• Thanks to Randy Pickering for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com/register

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/carm

Margaret Palango is the Executive Vice President at Autoshop Solutions, Inc. based in Apex, North Carolina. She has overseen and been a key catalyst in Autoshop Solutions’ growth into the award-winning website design and internet marketing agency it is today.

In her role as Executive Vice President, Margaret leads the Sales, Marketing, Services, and Development teams at Autoshop Solutions, as they continue to be the industry’s gold standard for internet marketing solutions.

Margaret joined Autoshop Solutions in 2006 when she began establishing its brand position for quality website design and progressive internet marketing. During her time with Autoshop Solutions, Margaret has expanded her responsibilities. She started with direct client management before moving on to managing the entire website production process. Margaret enjoys taking every opportunity to share her marketing expertise with clients, employees, and fellow automotive industry professionals. She now spends her time working with industry partners to bring internet marketing solutions to the Automotive Aftermarket.

When she is not working, Margaret enjoys spending time with her husband and children. On the weekend they can often be found driving their cars to a local PCA event. Margaret is an active member of the North Carolina Hurricane Region Porsche Club.

20 Questions:

1. Do you have a strong intuition? Do you listen to it?Yes, daily! Relies on it for difficult decisions, never regrets listening to her intuition. Developed stronger in professional life.
2. Any good habits that you would like to share?During COVID created a habit to do 10-minute yoga, continues to still do it. Sets tone for the day. Creates balance for the day  
3. Do you still have the fire you had when you first started?Yes, feels like she’s just getting started. Continues to grow and make changes. Stays new and fresh.  
4. If you could pick up a new skill in an instant what would it be?Writing (blog posts, stories etc). Would like to develop written communication skills.
5. What is the latest book you read? Big take-a-way?“Fear is my homeboy” How to be the CEO of you, challenge, and let yourself grow along the way.  
6. How do you manage work/life harmony?The calendar is the number 1 tool to prioritize. Everything is scheduled during the workday to minimize bringing any work home. Outsourcing chores at home so time at home is more fulfilling. Moves tasks on the calendar but never deletes them. 
7. If you could send a message to yourself 10 years ago, what would you tell the younger YOU?Prioritize your personal time without guilt, guilt of trying to be everything to everyone. It’ll all be okay and you WILL get there.  
8. What did you sacrifice in the early days to get where you are today?Trying to do it all and running yourself into the ground but doesn’t regret it because she learned from the experience.
9. Do you see obstacles not as roadblocks but as opportunities?Yes, an opportunity every time. Love the challenge. Opportunity to grow. Often shares roadblocks with the team to put together a plan with a timeframe to get done.  
10. What do you do for fun?Hike and take drives 
11. Any secrets to ‘time suck’?Planning and prioritizing what you consume  
12. How much training per year do you get?Personal development- Women in AutoCare conference 
13. American Marketing Association- once a month lunch and learns, keeping up with trends  
14. How does one start to build a strong business culture?Accountability for your team- when you hold your team accountable it builds trust which leads to teamwork 
15. While working remotely they instilled virtual team meetings between different departments for clear communication and collaboration, a virtual happy hour once a month. Happy team members mean happy customers.   
16. What are you doing to put the Customer first in your business?Customer success team- training the team and empowering them.  
17. Ever made a major pivot in your business? If yes, what?Remote virtual culture 
18. 2018 pivoted how they offer services- a positive impact on business. Evaluated based on customer feedback.  
19. What is your dream car? Do you own it?Searched for over a year to find 2012 Porsche 9114’s 
20. What skills do you delegate because you’re not good at them?Outsource writing 
21. Strong teams always win. What is your winning formula in developing a strong team?Training is the foundation of a strong team. Train, set the expectation, and then move out of the way. Let them make mistakes and learn.     
22. If I asked a good friend or peer what is the secret to your success what would they say?Positive attitude and some grit
23. How long ago did you update your website?The new version launch of website in October 

Resources:

• Thanks to Margaret Palango for her contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

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/carm

This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com

Mike Tatich and his wife Serena started TMT Complete Auto Service Center in March of 1984 in Bremen, IN. Bremen is a small town of 4,600 people with 2 stoplights. The shop has undergone many evolutions since its tiny beginning as a tire store and body shop. Mike has become a John Maxwell Leadership Certified business coach. He has a story of letting go, a perfectionist control freak, a helicopter dad, and he needs to get busier doing other stuff. Find Mike’s other episodes HERE.

Key Talking Points:

Get any great advice that you still follow today?

• Being consistent
• Success leaves clues, failure also leaves clues 

Ever had a mentor?

• Several mentors over the years, one of the first mentors were friends
• grandfather- told Mike to look at the man in the mirror and realize you’re your own problem and also your own solution to move forward.

What drives you?

•  Thrill of putting things together- building businesses 

What is the latest book you read? Big take-a-way?

• “Generosity Factor” “Keys to the Kingdom” “COVID Cows”  

Do you still have the fire you had when you first started? 

•  Yes, but in different way- passion for growing what he currently has and passion for teaching others

How do you re-energize?

• Built new home, rides motorcycle and takes vacation trips

Any secrets to ‘time suck’? 

• Map out day the night before, use calendars 

A big secret to building a strong relationship with Customers? 

• Customer service experience- how you make customers feel 

Share a car count idea?

• Maximize each opportunity

Name something you tried that didn’t work?

• Expand retail space in shop, bought radio shack franchise to cross merchandise- failed and needed to focus on automotive repair only

Would your organization crumble if you stepped aside? 

• No! Started a succession plan before 50 years old, continue to develop team

Top three most important needs to open a shop? 

• People, people, people! Developing staff and team culture

The most recent update to your processes/system

• Accounting side of business 

Are you paperless? When did you go?

• 95% paperless, DVI system several years ago, tech notes are electronic

How is consolidation in the industry going to impact you?

• Consolidation will be great for people that want to grow business and move forward

Ever made a major pivot in your business? If yes, what?

• Getting out of day to day operations within last 5 years, Pivoting from owner operator to owner investor

If you could send a message to yourself 10 years ago, what would you tell the younger YOU?

• Read more, network with more people/shop owners, sharing when things don’t go right

If you could pick up a new skill in an instant what would it be? 

• Getting better at people skills and growing team, have a vision  

When in your life have you been so passionately focused on an activity that you lost track of time and what you were doing? 

• Building service advisor training

Favorite vacation spot

• Hawaii for 25th anniversary

Resources:

• Thanks to Mike Tatich for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

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/carm

This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com

Patrick McHugh always tinkered with ‘stuff’. His dad bought an ’85 BMW. They learned all about that car together. A friend, Eric, had a lift and was a BMW person who helped Patrick and his dad learn everything about the CAR.

At 15 years old he started working in an airport, doing odd jobs, to earn credits to learn to be a pilot. He soloed at 16 years old. The day before college he got his pilot’s license

Patrick attended Purdue University where he studied aeronautical technology. He kept flying and earned his instrument license and became an instructor. He loves to teach.

As fate would have it, he became a pilot upon college graduation from Trans State Airlines a regional carrier for United. He was based in Richmond Virginia. With normal pilot downtime, he continued to tinker with BMW’s.

He discovered that being a pilot was not for him, so he went into avionics and shade tree work at home. There were too many cars in the driveway, so he had to decide to stop or go into business.

Bimmer Rescue was created in 2008 in Richmond Virginia and generates a big portion of its business through referrals. They earn their business through their professional service and attention given to each customer.

Patrick’s goal is to develop a relationship with BMW, Mini, Audi, and Volkswagen owners that allows them to get the maximum amount of value from their vehicle rather than buying a new one. Listen to Patrick’s previous episodes HERE.

Key Talking Points:

What do you do for fun?

• Patrick’s definition of fun is Race Bar. 
• He loves anything that has a motor in it.
• Loves to have fun and loves to see people smile.

Any great advice that you still follow today?

• The best advice would be to just “Be there or be around”
• Get off the things you are doing and be around especially around your kids and family.

How did you decide to become a shop owner?

• The county forced him to become a shop owner. 
• Patrick was a shade tree mechanic in the backyard and he has 8 cars in the driveway. 
• The county mailed him to get the cars out of there.

Do you still have the fire you had when you first started?

• He still has a lot of passion in his shop and people see his drive. 
• He just drinks his cup of coffee and kicks butts.

Message to yourself 10 years ago

• Listen to his peers and seniors, use their wisdom. 
• Don’t fall into the pits that other people have fallen in. 
• Watch/Listen to Carm’s Podcasts

Manage work-life harmony

• Always turn the switch off at 5 O’Clock or 5:30 latest. 
• Other shop owners literally live in their shops and I have decided that’s not going to be me.

Biggest learning moment

• Covid-19, we changed not just our operations but our budgeting specially in interacting with our clients.

Community is everything 

• We are very active in doing community art shows. 
• We put on huge parties as we bring in artists to show. 
• We mix family and clients together. 
• Stem classes for kids

A major pivot in your business

• Covid-19, it changed us and pushed us to be a tier above everyone else. 

What drives you?

• Internally driven 
• Kids and family drives him.

If I asked a good friend or peer what is the secret to your success what would they say?

• People would say that Patrick draws people, he’s magnetic and always does the right thing even if it doesn’t always feel good. 
• Loves to help people.

Any secrets to ‘time suck’?

• He struggles with this. 
• He writes his goals before the year starts. 
• Teach his daughter to think objectively. 
• Be a better husband. 
• He has a power-list ensuring himself always finishing up tasks and goals.

What are you doing to put the Customer first in your business?

• We ask very important questions and we listen! 

Top three most important needs to open a shop?

• Coaches
• Finance 
• Training

Strong teams always win

• Pay-plans. 
• Teams are paid as teams. 
• Techs that have chemistry and could work well together. 
• The team also picks which new hire to take.

A secret to a good job interview?

• The questions and listening just like customer service. 
• Asking the right questions

Resources:

• Thanks to Patrick McHugh for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future.

Learn more about TRACS Enterprise and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit, www.NAPAAutoCare.com.

Ryan Clo is a twenty-year veteran of the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth.

Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry.

Ryan is also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes HERE.

Key Talking Points:

• Would your organization crumble if you stepped aside?Processes, employees, systems in place for day to day duties  
• How has your business changed in the last 3 years?Technology (DVI), dynamic management system, integrating software
• If you could send a message to yourself 10 years ago, what would you tell the younger YOU?Raise your prices, hire the best possible help, spend on marketing, take on debt head-on 
• If you could pick up a new skill in an instant what would it be?Marketing video content
• Recently fired a customer? The reason?Fixed accident damage but still wasn’t driving right, the owner didn’t want to authorize more. Gave money back to the customer. Situations like this come down to what you promise a customer.  
• What drives you?Being A-type personality, a strong need for efficiency, and productivity. Enjoys problem-solving and being organized.
• Plan your day out with a google doc or calendar as a base- reassess and reprioritize when needed  
• Biggest mistakes?Understanding value-focused and not price-focused
• Manage work-life harmony Balancing business so the owner is not doing all the tasks and jobs
• Your biggest learning momentWorking with a coach- benefits your business, employees, and customers
• How did you decide to become a shop owner?A hobby that became the only source of income. And people wanted a mechanic they could trust.
• Last update on the website?Updated for COVID-19
• Most recent updated to processes/systemsBusiness is like a tire, always something that happens- always tweaking processes and systems
• Dream carPorsche 959
• Latest book?“Zero to One” Peter Thiel
• Learning from startup companies- create something from nothing   
• New technology added to the business? Text to pay system
• The secret to conducting a good job interviewIs this the right fit for them? Avoid bad hire, is this right move for you? Is this position on your career path? 
• Ever make a major pivot in business? Started as a trade person and hurt back- hired partner but didn’t work out, hired a coach and started working on the business than in business 
• COVID-19 pivoting  

Resources:

• Thanks to Ryan Clo for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more.

Learn more about Smart Sign and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit, www.NAPAAutoCare.com.