Average Repair Order - ARO Archives - Remarkable Results Radio

Stop Leaving Money on the Table: How to Master Your Shop Management System [RR 1085]

Carm Capriotto, AAP — Tue, 31 Mar 2026 05:15:00 +0000

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Recorded live at VISION 2026, host Carm Capriotto speaks with Evis Husejnovic of NAPA TRACS about how shops can boost profitability and customer service by better using their shop management systems.

Husejnovic highlights that most owners use only 10–15% of their software, often missing key tools for managing operations. NAPA TRACS addresses this with hands-on support, user groups, and daily training.

The conversation also emphasizes a “treatment plan” approach to digital vehicle inspections, helping shops increase revenue through thorough, preventative maintenance rather than higher car counts. While technology has rapidly evolved, Husejnovic reinforces that auto repair remains a relationship-driven, “handshake” business, and shares how NAPA TRACS is helping train future technicians through partnerships with technical schools.

VISION Hi-Tech Training & Expo: https://visionkc.com/

Evis Husejnovic, Regional Sales Manager, 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 Partners, NAPA Auto Care and NAPA TRACS

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/

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/

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

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

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

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

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

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

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

The Affordability Myth in Auto Repair: Rethinking How Service Advisors Present Repairs [THA 476]

Carm Capriotto, AAP — Fri, 13 Mar 2026 19:00:00 +0000

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

Watch Full Video Episode

“I think the push back is more in our head than it is in the pocketbook.”

In this episode, host Carm Capriotto talks with Andy Fiffick and Chris Letendre about the perceived affordability crisis in auto repair. Both guests challenge the idea that customers can’t afford repairs, suggesting that price resistance often stems from the service advisor’s mindset rather than customer reality.

The discussion highlights practical strategies for improving repair approvals, including repackaging repairs with different parts or warranty options, presenting financing as “payment option plans,” and avoiding the “Sophomore Jinx,” where advisors begin to pre-judge what customers can afford. They also address the “maintenance-free” myth promoted by automakers and encourage shops to proactively educate customers with long-term maintenance planning.

Ultimately, the episode reinforces a key truth: auto repair is a relationship business. When shops build trust and focus on helping people, price objections become far less common.

Andy Fiffick, CEO Rad Air, Listen to Andy’s other episodes HERE

Chris Letendre, American Pride Automotive

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Thanks to our Partner, KUKUI

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

Thanks to our Partner, Pit Crew Loyalty

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

Connect with the Podcast:

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

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

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

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

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

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

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

Stop Winging Human Resources in Your Auto Repair Shop [RR 1082]

Carm Capriotto, AAP — Tue, 10 Mar 2026 05:15:00 +0000

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

In this episode, host Carm Capriotto sits down with Lola Schmidt, COO of Schmidt Auto Care, to discuss how independent auto repair shops can professionalize their human resources and management systems.

Lola outlines a deliberate, multi-step hiring process built to eliminate desperate decisions and reduce candidate ghosting. It begins with a focused 5-10 minute phone screen designed to evaluate attitude, communication skills, and professionalism before investing time in in-person interviews.

Once hired, new team members go through a structured two-week onboarding experience that intentionally integrates them into the shop’s culture and operations, complete with personalized touches and cross-training across the team.

To establish clarity and transparency, Lola shares her “no gatekeeping” philosophy: providing candidates with a legally reviewed employee handbook before a formal offer is made. She also explains how to handle HR documentation and unemployment claims using a “no feelings, just facts” approach, relying on accurate records, clear timelines, and policies tied directly to the signed handbook.

The result? Intentional systems that protect the culture, the employees, and the long-term health of the business.

In this episode, you’ll learn:

How to build a structured hiring process that prevents reactive decisions
Why a short phone screen reduces ghosting and wasted time
How to hire for attitude and cultural fit first
What an effective two-week onboarding plan looks like
Why a legally reviewed employee handbook is essential
How to document HR issues clearly and objectively

The Everyday Educator: How Leaders Reinforce Learning [THA 458]: https://remarkableresults.biz/remarkable-results-radio-podcast/a458/

4 Day Work Week and Our Own App [AW 146]: https://remarkableresults.biz/remarkable-results-radio-podcast/aw146/

Lauralee/Lola Schmidt, Schmidt Auto Care, Springboro, OH

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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/

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/

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

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

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

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

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

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

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

The 250K Mile Maintenance Mindset: Mastering the Art of Vehicle Delivery [THA 475]

Carm Capriotto, AAP — Fri, 06 Mar 2026 19:00:00 +0000

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

Watch Full Video Episode

This episode explores the critical “delivery” phase of a 250,000 mile maintenance program, reframing the moment you hand the keys back as the continuation of a long-term professional relationship, not the end of a transaction. Host Carm Capriotto, joined by Brett Beachler and Rena Rennebohm, shares practical strategies to strengthen customer communication, elevate the shop experience, and proactively guide clients toward vehicle longevity. By focusing on the vehicle’s full lifecycle and scheduling the next visit before the customer leaves, shops can move beyond transactions to build loyalty, retention, and long-term profitability.

What You’ll Learn:

How advisor pods create a more comfortable, trust-building customer experience
Why pre-appointment calls improve approvals and reduce estimate resistance
How strong phone skills shape customer perception and confidence
Why personal communication increases trust and average repair orders
How to educate customers so they understand the value of maintenance
How scheduling the next visit at delivery improves retention
Why mileage-based follow-up systems drive better long-term results
How consistent, shop-wide processes strengthen culture and customer loyalty
Download Brett’s Why Paper HERE

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

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

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Thanks to our Partner, KUKUI

Thanks to our Partner, Pit Crew Loyalty

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

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

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

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

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

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

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

The New Economics of Auto Repair: Rising Rates, Fewer Cars, Higher Profits [RR 1080]

Carm Capriotto, AAP — Tue, 24 Feb 2026 05:15:00 +0000

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

In this episode, Carm Capriotto speaks with Tom Ham about the rising labor rates shaping the automotive repair industry. Drawing from the Labor Rate Tracker tool on the Automotive Management Network, Tom explains how shops across the country are steadily increasing rates, with many approaching the $200 per hour threshold. Geographic trends reveal higher rates in regions like the San Francisco Bay Area and Connecticut, and Tom recommends gradual monthly increases of $1 to $2 to maintain profitability without alarming customers.

They also discuss shifting business realities, including rising repair order values driven by vehicle complexity, higher parts costs, and increased technician compensation, even as car counts may level off. Many shops are also setting vehicle age limits to improve efficiency and reduce liability.

Looking ahead, Tom highlights how artificial intelligence will enhance diagnostics and workflow, supporting the rise of a highly skilled mechanical specialist working alongside AI. The episode offers a forward looking view of an industry evolving through smarter pricing, cultural alignment, and advanced technology.

https://laborratetracker.com/

Timestamps

(00:00:00) Introduction & Industry Updates
(00:02:30) Tom Ham discusses the “Labor Rate Tracker” and how shops are breaking through psychological pricing barriers as they approach $200 per hour.
(00:05:00) Geographic Heat Maps: A breakdown of where rates are highest (Bay Area, Connecticut) and lowest (Midwest, South), and the use of heat maps to visualize the data.
(00:08:15) The Incremental Increase Strategy: Tom advises shop owners on how to raise labor rates by small amounts (1–2) to overcome the fear of price adjustments.
(00:10:45) Rates by Shop & Vehicle Type: Analysis of which shops command the highest rates (RVs, Diesels) versus the lowest (Collision, Tire Stores), and vehicle makes (Euro vs. Powersports).
(00:13:30) Drawing the Line on Vehicle Age: A discussion on why shops are increasingly setting age limits (15–20 years) on the vehicles they accept to reduce comebacks and improve reviews.
(00:17:15) The Future of Profitability: Predictions on rising Repair Order (RO) amounts and the shift toward “10k mile oil changes” resulting in fewer annual shop visits.
(00:19:45) Technology Costs & ADAS: Tom shares a story about diagnostic equipment dropping $1,000 in price over 8 years and discusses the polarized adoption of ADAS calibration in shops.
(00:32:00) The “Good News” Segment (Car Thefts): Tom presents data showing a projected 43% drop in vehicle thefts by 2025 due to advanced vehicle technology

Tom Ham, Automotive Management Network. Tom’s previous episodes HERE.

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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/

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/

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

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

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

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

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

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

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

Beyond Service Advisors: Embracing the ‘Repairathist’ Mindset [RR 1079]

Carm Capriotto, AAP — Tue, 17 Feb 2026 05:15:00 +0000

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

“The reality of a client advocates daily work is translating fear into clarity.”

Shop owner and coach Clint White explores a powerful shift at the auto repair front counter, from “Service Advisor” to “Repairathist.” He explains that because vehicles represent freedom and control, many customers arrive feeling anxious and financially defensive. As a result, the Repairathist’s role becomes part technician, part therapist, focused on translating fear into clarity and helping people feel understood. Customers aren’t buying parts, he says; they’re buying relief.

The conversation dives into how to put this mindset into practice, starting with a “language shift” that replaces industry jargon like “diag” and “DVI” with clear, value-based explanations. This approach invites customers into the process instead of making them feel excluded. White also stresses the importance of transparency, showing clients the “MRI and X-ray” of their vehicle before prioritizing repairs, and ensuring that front counter promises align with what happens in the shop.

Ultimately, the episode defines the Repairathist as a professional with an “others first” mindset who builds trust through empathy, honesty, and consistency—delivering an experience so positive that customers remember how they felt more than what they spent.

Timestamps

00:00:00 – Introduction
00:01:45 – Introducing the “Repairist”
00:03:15 – Therapy at the Counter: Clint explains that a Client Advocate’s role is akin to a therapist, tasked with “translating fear into clarity” for anxious customers.
00:06:45 – The Psychology of the Car: Discussion on how vehicles represent freedom and control, making repairs an emotional issue rather than just a mechanical one.
00:10:15 – Selling Relief, Not Parts: Clint delivers the key insight that customers are not buying repairs; they are buying “relief from their current situation”.
00:11:30 – The Experience Economy: The “Steak Dinner” analogy—customers don’t remember the price as much as they remember how the experience made them feel.
00:14:00 – The Language Shift: Clint warns against using jargon like “diag” or “DVI,” which makes customers feel excluded or stupid. He suggests using “testing and procedures” instead.
00:19:15 – Transparency & The MRI: Clint advocates for showing the customer “everything that is knowable” (the MRI/X-ray) before asking them to make a decision.
00:20:45 – Hiring for Heart: Clint explains that he hires for a “servant’s heart” first; technical knowledge is secondary to empathy.
00:22:00 – The ROI of Empathy: Discussion on the business benefits of this mindset, including “sticky” clients, reduced staff turnover, and better reputation.
00:26:45 – Relationship vs. Transaction: Clint defines success not by money, but by building relationships strong enough that clients send Christmas cards years later

Clint White, Coaching with Integrity, clint@coachingwithintegrity.llc

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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/

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/

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

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

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

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

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

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

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

Streamlining the Mundane: How Automation Buys Back Time [THA 469]

Carm Capriotto, AAP — Fri, 23 Jan 2026 19:00:00 +0000

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

Watch Full Video Episode

Saim Raza and Tristin Sweeney, co-founders of Shift Automotive, discuss how their AI-powered software is transforming the vehicle service experience. Their platform automates OEM maintenance recommendations and simplifies shop workflows by integrating manufacturer data into professionally formatted, customer-facing reports. This approach not only improves operational efficiency but also helps service advisors build trust with consumers and increase average repair orders. While the technology is advanced, their core mission is deeply human: to improve communication and support shops as drivers keep their vehicles longer. The conversation ultimately underscores a move toward more consultative relationships and elevated customer service in the independent auto repair industry.

Key Topics:

The “Blood Test” Approach to Maintenance: How using OEM intervals to identify service gaps allows shops to present data-driven recommendations that extend vehicle life—critical as consumers face rising new-car costs.
The “Easy Button” Paradox: Why technology only works when behavior changes, and what it really takes to successfully adopt new tools in your shop.
Friendly AI & Buying Back Time: How AI can enhance communication, automate routine tasks, and give service advisors more time for meaningful customer interactions.
The Consultative Shop Owner: Why the future belongs to shop owners who act as trusted consultants, building long-term relationships through transparency and problem-solving.

Saim Raza, Tristin Sweeney, Shift Automotive

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Thanks to our Partner, KUKUI

Thanks to our Partner, Pit Crew Loyalty

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

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

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

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

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

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

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

Process Engineering: Six Sigma for Auto Shop Efficiency and Growth [RR 1057]

Carm Capriotto, AAP — Tue, 16 Sep 2025 05:15:00 +0000

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

David Boyd, Six Sigma Black Belt, emphasizes that defined processes and systems are essential for shop efficiency and growth. Every task follows a process, whether recognized or not, and “rapid toggling” (doing the same job differently each day) leads to chaos.

Key Insights:

Define Processes: Ask “Why do you do it that way?” to uncover gaps and create consistency.
Use DMAIC: Define, Measure, Analyze, Improve, Control, establish “normal” and fix what’s “abnormal.”
Apply Lean Thinking: Reduce wasted motion and idle time (e.g., proper tool placement, faster approvals).
Link KPIs to Action: Observe workflows directly (“management by walking around”), not just reports.
Commit to Continuous Improvement: It’s a loop, not a one-time fix.
For MSOs: Scaling requires standardized systems and local accountability.

The payoff: higher efficiency, stronger customer experience, productive technicians, fewer mistakes, and sustainable growth.

David Boyd, https://www.callinbound.com/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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/

Connect with the Podcast:

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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

A Phone Call Is Worth a Thousand Emails [RR 1056]

Carm Capriotto, AAP — Tue, 09 Sep 2025 05:15:00 +0000

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

In today’s fast paced industry, automation and digital tools like texts, emails, and online bookings make business easier but often leave interactions feeling “people free.” Convenience can come at the cost of real customer relationships, reducing decisions to price alone.

Mike Carrillo, founder of Autoshop Follow-Up, reminds shops that while automation has its place, nothing replaces the power of a phone call. His company helps shops bring back that personal touch, building the know, like, and trust factor every business depends on.

Why phone calls matter:
• Build trust and loyalty by making customers feel valued.
• Prevent lost business by uncovering issues before they turn into bad reviews.
• Gain insights you can’t get from analytics alone.
• Challenge digital norms: 40% of calls get answered, even by younger generations.
• Ensure consistency with dedicated ambassadors who represent your shop’s culture.

Texts are great for generating reviews, but they miss the middle ground where future revenue lies. A thoughtful follow-up call turns transactions back into relationships, because at its core, auto repair is a people business.

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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/

Connect with the Podcast:

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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

Improve Call Handling Skills: The Power of AI and Continuous Learning [RR 1015]

Carm Capriotto, AAP — Fri, 13 Dec 2024 05:15:00 +0000

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

David Boyd discusses the critical importance of call handling and customer communication, offering valuable insights on setting clear expectations and fostering a supportive training environment. Learn how modern technology can elevate customer service interactions, boost conversion rates, and drive sales growth. Plus, gain practical tips for introducing call analysis to your service advisors for measurable improvements.

David Boyd, Inbound INC.

Show Notes

Watch Full Video Episode
Institute Summit, February 6th-8th, 2025, in Amelia Island, Florida: https://www.wearetheinstitute.com/summit
Call Handling Process (00:02:14)
Continuous Education vs. Training (00:04:25)
Understanding Customer Communication (00:05:38)
Conversion Rates and Call Handling (00:07:42)
Complacency in Communication (00:09:10)
Sentiment Analysis (00:09:37)
Predictive Indicators (00:11:16)
Coaching Service Advisors (00:12:42)
Using Transcripts for Review (00:14:33)
Talk Time Metrics (00:15:51)
The Importance of Asking for Sales (00:20:08)
Encouraging Customer Engagement (00:20:27)
Shifting Mindsets to ‘Say Yes’ (00:21:09)
Client Advocate Concept (00:22:25)
Utilizing Coaching and Training (00:24:08)
Time Efficiency in Call Coaching (00:25:05)
First Impressions Matter (00:28:16)
Impact of Communication on Sales Growth (00:29:36)
Digital Communication Platforms (00:31:02)
Business Continuity Planning (00:32:39)
Technology’s Role in Customer Relationships (00:34:31)
Understanding Call Handling Expectations (00:35:42)
Emotional Overtones in Feedback (00:36:39)
Creating Training Opportunities (00:36:56)
Defining Success in Call Handling (00:37:32)

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

Set your sights on Las Vegas in 2025. Mark your calendar now … November 4th-6th, 2025. AAPEX – Now more than ever. https://www.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 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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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/

Transforming Phone Calls into Profits: The Five C’s Every service Advisor Should Know [FTR 111]

Carm Capriotto, AAP — Sat, 09 Nov 2024 05:15:00 +0000

Thanks to our Partners, Shop Boss, and 360 Payments

Rena Rennebohm from Empowered Advisor introduces the “Five C’s of a Phone Call”—Comfort, Customer, Car, Conclusion, and Close—designed to help service advisors optimize phone interactions and increase conversion rates in the automotive service industry. She emphasizes the financial value of effective phone communication, noting that well-handled calls can greatly improve customer engagement and boost shop profitability.

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

Show Notes:

Watch Full Video Episode
Comfort (00:00:26)
Customer (00:01:09)
Car (00:01:39)
Conclusion (00:02:17)
Close (00:03:53)
Value of a Phone Call (00:04:36)
Customer Experience Insights (00:05:50)

Shop Boss – Shop Management Software built by shop owners for shop owners. It works the way you need it to, right out of the box. Find on the web at https://shopboss.net

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-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/

The Power of Service Proposals [RR 974]

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

Thanks to our Partner, NAPA Auto Care

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

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

Download Chris’s Service Proposal HERE.

Show Notes

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

Thanks to our Partner, NAPA Auto Care

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

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Keeping an Eye on Bay Productivity [THA 356]

Carm Capriotto, AAP — Thu, 30 Nov 2023 05:15:00 +0000

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.

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

Brandon Crusha, Training Manager, AutoFlow.

Craig O’Neill, VP of Training, AutoFlow. Listen to Craig’s previous episodes HERE

Show Notes:

Watch Full Video HERE
Effective Bay Rate and Bay Productivity (00:00:22) Discussion on the importance of effective bay rate and the use of cameras and AI to improve bay productivity and efficiency.
Realizing Potential Revenue through Operational Efficiency (00:08:14) The discussion focuses on how the use of cameras and technology can reveal potential revenue that is not being realized and the fear some shop owners have in facing this reality.
The potential of improving bay efficiency (00:10:14) Discussion on the importance of managing bay efficiency and how to become more productive and efficient with limited bays.
The role of technology in tracking vehicles in the bay (00:11:17) Exploration of how a tool can provide visibility into which cars are being worked on in each bay, highlighting wasted time.
Challenges with diagnosing and tracking diagnostic time (00:13:11) Discussion on the inefficiencies and lack of process in diagnosing and tracking diagnostic time, leading to wasted hours and $0 tickets.
The Shop Manager’s Data Needs (00:19:40) Discussion on the importance of data for shop managers and foremen, including workflow software, bay capacity, tire sales, and profitability of ADAS services.
The Expensive Alignment Bay (00:20:30) Exploration of the alignment bay as the most expensive bay in the shop and the need for better utilization of alignment racks.
Using Technology Efficiently (00:23:26) Discussion on the benefits of using technology in the shop, including efficiency, identifying supply chain issues, and improving communication between technicians and service writers.
Thirsty for New (00:27:53) The importance of being open-minded and continuously learning in order to improve operations and stay ahead in the industry.
The Trouble with Potential (00:27:27) The concept of potential losses and the need to measure and track them in order to make improvements and increase profitability.
The team’s experience in the industry (00:35:15) Discussion about the team’s experience as former shop owners and the value it brings to developing software.
The long incubation period (00:37:02) Conversation about the six to seven years it took to develop the software, including false starts and multiple versions.
Challenges in shop efficiency (00:39:33) Exploration of issues such as technician distractions, wasted time on switching bays, and waiting for parts, and the need for improved efficiency.
The importance of building a good relationship with parts suppliers (00:43:11) Shop owners need to stop blaming their suppliers and instead foster a mutually beneficial relationship.
The need for education and training in the industry (00:44:05) Shop owners should invest in educating their service writers and technicians to improve the accuracy of parts ordering.
The benefits of using BayFlow as a management tool (00:46:47) BayFlow provides valuable insights and data that can help shop owners run their businesses more effectively.
The adoption rate of DVI (00:50:49) Discussion on the slow adoption rate and challenges of implementing DVI technology in the automotive industry.

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

Connect with the Podcast

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Transparency is the New Trust: Bridging the Gap Between Technology and Client [RR 903]

Carm Capriotto, AAP — Tue, 21 Nov 2023 05:15:00 +0000

“AutoTechIQ helps car and truck owners identify problems their vehicles are having. We provide proven auto repair work that has solved similar issues thousands of vehicle owners have faced. We also recommend auto repair shops in your area based on trust, customer education, and quality of work. These shops inspect your car using a courtesy Digital Vehicle Health Inspection and create a state of health report with symptom information and necessary fixes.”

Frank Scandura and Krista Erickson discuss how AutoTechIQ aims to bridge the gap between shops and customers by creating better relationships through technology and transparency. The goal is to empower customers with knowledge and build trust.

Frank Scandura, Frank’s European Service, Las Vegas, NV. VP of Certified Shop Relations and Member of the Board of Directors, AutoTechIQ. Frank’s previous episodes HERE.

Krista Erickson, VP of Client Services and Marketing, AutoTechIQ

Show Notes

Watch Full Video
AutoTechIQ: https://www.autotechiq.com/
AutoTechIQ Certification: https://bit.ly/47P478i
Transparency is the New Trust (00:01:02) Discussion on the importance of transparency in building trust with customers and how it relates to online reviews and consumer behavior.
Using Data to Inform Customers (00:03:52) Explanation of how AutoTechIQ utilizes data from repair shops to provide customers with relevant information and help them make informed decisions about their automotive repairs.
The Power and Carefulness of AI (00:08:55) Exploration of AI as a smart algorithm and a powerful search engine that requires careful questioning to avoid getting incorrect answers.
Transparency and Expertise in Automotive Services (00:10:33) Explanation of how AutoTechIQ aims to connect customers with expert shops that provide transparency, digital inspections, and communicate in a language that customers understand.
The disruptors (00:15:16) Discussion on the impact of disruptors in various industries and the need for new solutions.
Vetting process for certified shops (00:16:30) Explaining the requirements and process for certifying shops, including reputation, online reviews, and digital inspections.
Driving consumers to shops (00:17:54) The importance of bringing consumers to shops through technology and creating a bridge between customers and shops.
The digital vehicle inspection revolution (00:23:06) Discussion on the importance of digital vehicle inspections and the need to educate shops and customers about its benefits.
The percentage of shops doing digital vehicle inspections (00:23:33) Exploration of the industry-wide adoption of digital vehicle inspections and the varying definitions of what constitutes a digital inspection.
Disrupting business directories with transparency (00:25:22) The potential impact of AutoTechIQ on business directories, focusing on transparency and high-quality service.

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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Deferred Work: A Sales Growth Tactic [THA 354]

Carm Capriotto, AAP — Thu, 16 Nov 2023 05:15:00 +0000

Join our panel as they discuss the use of deferred work as a sales growth tactic. They share their insights on the importance of effective communication, customer education, and creating a positive exit experience. They also highlight the role of CRM systems, DVI’s, and proactive maintenance. Remember, the key to success in selling deferred work lies in discipline, process, and repetition.

Tom Schearer, Schearer’s Sales and Service, Allentown, PA. Tom’s previous episodes HERE

Bill Greeno, Quality Automotive Servicing, Truckee, CA. Bill’s previous episodes HERE

Jaron Kleber, Repair Shop of Tomorrow, National Sales Manager. Jaron’s previous episodes HERE

Show Notes:

Watch Full Video
The discovery conversation and setting expectations (00:04:03) The importance of having a conversation with clients to set expectations about the service process and timeline.
The exit experience and creating a positive lasting impression (00:04:49) The significance of providing a positive exit experience for customers to encourage repeat business and referrals.
Bringing back the personal touch after the touchless experience (00:06:57) The need to reintroduce personal interactions with customers after the touchless experience during the COVID-19 pandemic.
The importance of asking questions (00:08:49) The importance of having a conversation with customers and asking them questions to understand their concerns and needs.
Deferred work as a liability (00:10:16) The potential risks of deferred work, emphasizing that shop owners are responsible for ensuring the safety of customers’ vehicles and can be held liable for any accidents or issues related to deferred maintenance.
Transitioning to proactive maintenance (00:13:39) The need for shops to transition from a reactive mindset to a proactive maintenance approach, using digital inspections and technology to educate customers about the maintenance needs of their vehicles.
The importance of vehicle inspections and customer involvement (00:18:30) Discusses the significance of conducting vehicle inspections and involving customers in understanding how they use their vehicles.
Managing and leading deferred work (00:21:39) Explores strategies for managing and leading deferred work, including the frequency of contacting customers and offering incentives to schedule repairs.
The importance of CRM and phone calls (00:26:07) Discussing the effectiveness of CRM systems and the percentage of customers responding to phone calls and utilizing coupons.
Building trust and scheduling future appointments (00:30:10) The significance of human interaction in building trust and the potential for scheduling future appointments based on client history and vehicle data.
The importance of complete inspections (00:35:01) Discusses the significance of providing a complete inspection to customers and educating them on its importance.
Consequences of not addressing issues (00:36:00) Talks about the consequences that customers may face if they don’t address the issues in a timely fashion.
Setting expectations and building relationships (00:36:54) Highlights the importance of reminding customers that they are valued clients and explaining how the shop operates, including follow-ups and addressing deferred work.

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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