THA 100: Up Your Game: Become a Level Five Leader and Improve, You, Your Business and the Aftermarket

Up Your Game: Become a Level Five Leader and Improve You and the Aftermarket

Think of this podcast like 9 five minute Ted Talks. Here are the topics covered, Listening, Resilience, Learn to be a CEO, Perseverance, Invest in your Staff, Delegate and Get Out of the Way, Be Your Word, Have High Expectations of your Team and Train Within.

My guests each chose their topic and were given five minutes to present a succinct narrative for you.

Vic Tarasik, Major Accounts Director with RLO Training, Maryann Croce of Croce Transmissions in Norwalk, CT and smallbizvantage.com, Bob Greenwood, AMAM, is President and CEO of Automotive Aftermarket E-Learning Centre, Greg Buckley is the CEO Buckley’s Personalized Auto Care in Wilmington, DE, Shari Pheasant and her husband Jeff own A Master Mechanic, and she is known as the Queen of Horsepower, Chris Cloutier is co-owner of Golden Rule Auto Care and CEO of AutoText ME, Brian Walker is the founder and CEO of 5 Stones Media, a marketing agency and former shop owner, Bill Hill owner of Mighty Auto Pro from Medina, OH and Brett Bohlmann of HWY 7 Service Center, Newel, IA

RR 392: Shop Talk 7 – The Leading Ladies

Shop Talk 7 -Leading Ladies

Judi Haglin, from Haglin Automotive, Boulder CO, Shelle Bennett, from Mike’s Kars in Gettysburg, PA and Kelli Weatherby from Accurate Automotive in Mesa, AZ.

These three ladies are members of an ATI twenty group that is called Leading Ladies. They are proud of their numbers. They are the top twenty group in performance within the ATI program. How is that for ‘strength in numbers’.

We had a really relaxed and wide open chat in the AAPEX18 Studio where we touched on the disciplines they have in their 20 group, what they believe is the secret to a successful business, finding your humility will change your world, and why the fear of sharing hold businesses back. There is plenty more especially the talk on the secret sauce.

THA 099: The New Tax Law Impact on the Service Professional

The Impact of the New 2018 Tax Law on the Service Professional

Join Reed Meils, Financial Therapist and Partner in Paar, Melis and Assoc., Mt. Airy, MD, Hunt Demarest, CPA at Paar, Melis and Assoc and shop owner Gerry Frank, Shop and coach at Repair Shop Coach.

The highlight of the conversation is the discussion on the New Federal 20% Deduction for Qualified Small Business Income. 100% depreciation available for most asset purchases. Expanded Child and Dependent Tax Credits. Tax credits are better than a tax deduction. It is like getting cash. Technicians that have written off their equipment purchases off their taxes are no longer allowed.

This episode is not intended to give advice on the tax law or accounting principles. Please check with a professional for all your tax or accounting requirements.

THA 095: Taking Good DVI Pictures

Taking Great DVI Pictures

Taking quality DVI pictures reflects on your brand and helps the customers builds trust. The power of demonstrating work needed and future maintenance concerns in the art of picture documentation is how we are going to do business in the future.

This wide-ranging conversation is brought to you by Scott Brown from Connie and Dicks and Diag.net, Greg Buckley from Buckley’s Auto Care, Jim Fleishman from Automotive Alley and JR Portmen from 5 Stones Media.

Videos must be included in the repertoire of good documentation and when you are in marketing mode.

THA 094: ASE – The Industry Credential and YOU!

ASE: The Industry Credential and You

It is time to best understand “your” role in bringing the value of ASE to your technician, your customer, and the industry. It’s time we, you, stepped to the plate and used ASE for what it does for you.

Since ASE is a non-for-profit it is not their role to promote your people’s certifications. They do want to do more, but it is your role to promote your technician’s credentials in all your marketing, and on uniforms and inside your shop. ASE must become an ingrained part of your training program and used as an assessment to that means.

We had some candid dialogue, with some great input from the ZOOM chat stream. We also learned of some long-awaited improvements to the ASE program from Mike Coley, the Sr. Vice President at the National Institute for Automotive Service Excellence(ASE). You’ll be happy to hear about them.

Also with us is Jeff Walker President of Walker’s Automotive Service of Pleasantville, New Jersey a current ASE board member and ASE past chairman and Amy Mattinat, President of Autocraftsmen, Montpelier, VT who shares a bunch of ideas on how to market and ingrain ASE into your business culture.

RR 380: UNCOPYABLE. How To Create an Unfair Advantage Over Your Competition.

Uncopyable. How To Create an Unfair Advantage Over Your Competition

Steve Miller is best known as Kelly’s Dad and The Marketing Gunslinger. He is the best selling author, speaker, and a renowned marketing strategist. He has helped numerous organization stand out and become uncopyable against the stiffest competition available.

In this episode, we will be sharing with you all the main ingredients on how to become uncopyable. We will bring you the strategy you need to gain that advantage that your customer would be coming back to you and to you alone. Discover that unique quality that will help you stand out!

THA 093: How Not To Be a Micro Manager

Stop Being a Micro Manager

Have you ever said I need to give my people the freedom to spread their wings and make more decisions? Ever wondered why they won’t. It could be because you are a micro manager.

If you are a micro manager discover why you need to stop. Sharing their first-hand experience is Maryann Croce of Croce Transmissions in Norwalk, CT, and smalllbizvantage.com, Dennis McCarron, Executive Director of Dealer Strategic Planning and Tom Lambert, President of Shadetree Automotive. These three have the experience to share with you how and why you need to stop being a micro manager and become a strategic leader and get your team totally engaged in your mission, vision, and purpose.

Warning this academy episode just may change your life.

RR 379: A Banker and a Master Tech Build a BMW Specialty Shop – Down Under

A Banker and a Master Tech Build a BMW Specialty Shop – Down Under

Ken Christie is the Chief Financial Officer of the Australian Bank division of National Australia Bank whose passion for collecting and racing cars decided to find a partner and build a BMW specialty shop. Ken partnered with BMW Mastertech, Mark Higgins and they created BM Performance Centre in Williamstown, Victoria, Australia

In this episode, we will be tackling issues and challenges of running a shop in Australia and surprisingly, it is very similar to the challenges and issues we have with our aftermarket in North America. With wide arrays of topics including customer retention, the Australian technician shortage, and earnings, a tech apprentice program like Europe and the Australian immigration policy. Learn what their BM performance experience is and get a taste of the Australian Aftermarket parts industry.

Enjoy this great study in contrasts and similarities.

RR 378: John Passante – You Can’t Handle The Truth – The Power of Performance Reviews

Dr. John Passante – You Can’t Handle The Truth – The Power of Performance Reviews.

John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group. He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest.

In this episode, he illuminates how performance reviews can become part of the culture of all businesses. He covers high grounds on the importance of leadership, understanding personal goals, culture, strategy, and values in the performance review process.

John also shows us tips within the episode on the right way to write your own review.

THA 092: The Extreme Value of Shop Tours

The Extreme Value of Shop Tours

Recorded live at Franks European in Las Vegas, NV, listen to Frank Scandura, Vinnie Lucido, Andy Bizub, Deb Van Batenburg, Greg Bunch, Jimmy Lea, Bill Nalu, Shari Pheasant, and Vic Tarasik all providing their wisdom and insights on shop tours. We had fun and you’ll learn about what these professionals value by taking and giving shop tours.

You not only need to get a shop tour but also give them and ask for feedback. Sometimes you do not see things that your peers will see. Take their ideas and give your feedback constructively.

This team believes that shop tours are a very important tool in your perpetual improvement strategy. Growing your business comes from the ideas of others. As Frank Scandura says do R & D …. Rip off and Duplicate. Learn from your network and from shop tours.

RR 376: The Undeniable Rise of Digital Vehicle Inspection (DVI)

The Indisputable Rise of Digital Vehicle Inspections (DVI)

The members of this roundtable are Chris Cloutier of Golden Rule Auto Care and Autotext.me, John Burkhauser of Bolt On Technology, and Pete Rudloff of Pete’s Garage and Flex Check Auto

The episode talks about the rise of Digital Vehicle Inspection and its importance like a smartphone to everyone. DVI is not yet the norm today but the future will require the service professional to have this tool. Since more customers want to be in control, DVI will increase the transparency with what is going on with their vehicle. DVI brings the vehicle in the bay to their home or office.

Learn how DVI will shape how business gets done.

THA 091: Workshop – Service Adviser Roleplay – Part 2

Service Adviser Role Play Part 2

Again this team digs deep to help aftermarket professionals learn more about the service advisor position. This is one of the most important and challenging jobs in the industry. The service adviser is the face of the business and is faced with building trust and strong relationships while generating profitable revenue.

Enjoy four different role plays and the ensuing discussion. Critique each role play yourself and enjoy the comments from this team. With me is Barry Barrett, Director of Training at RLO, Clint White, shop manager at Coopers Auto Repair Specialists in Tacoma, WA and John Vasquez, Service Adviser at Los Gators Auto Service Campbell, CA.

THA 089: Open Four, Five or Six Days a Week. You Decide.

Open Four, Five, Six Days a Week. Listen to the Debate.

The panel includes Tom Piippo Tri-County Motors, Rudyard, MI, Bill Nalu, Interstate Auto Care Madison Heights, MI, and Alan ‘Ollie’ Gelfand, from German Car Depot, Hollywood, FL.

Learn how each defines or defends their days open and outlines the challenges each has in hiring, serving and making money.

Tom is a four day a week shop, however, Bill and Alan have their thoughts on how to create a four day work week for their team and still be there to serve their customer’s busy lives. Each day of the week takes on a different personality such as Saturday’s helps feed Monday and Tuesday. And Saturday’s can be a big maintenance day.

THA 088: Everything I Did Wrong and What I Learned

Everything I Did Wrong and What I Learned

If you are a person who thinks you can do everything yourself, then you need to listen to this trio explain their knock upside the head ‘V8’ moments when they realized it was the worse thing they could have ever done. Learn about this panels school of hard knocks so you don’t spend too much time in the places they were and accelerate your business because you now have the proof of what to do to prevent your business from being stuck in neutral.

It is not what you don’t know it is also about what your people don’t know. We talk micromanaging, training, business models, KPI’s and empowering your people and yes they will make mistakes just like you did.

With me for this Academy is Bambi Crozier, Car Clinic in Lowell, AR, // Frank Scandura, from Franks European in Las Vegas, NV and Tom Lambert, from Shadetree Automotive, Layton, UT

RR 369: Patrick McHugh. Using a Scoreboard to Manage Shop Performance.

Patrick McHugh. Using a Scoreboard to Manage Shop Performance.

In this episode, Patrick shows us an interesting way of tracking progress and goals in his shop with his new scoreboard. It actually came from a discussion he had with his techs and his disciplines as a former pilot. The board is located in the bays of his shop and has sections for workflow and numbers.

The scoreboard is meant to be in technician speak. It has a grid that flows from top to bottom with customer name/car, incoming work, in diagnosis, ready for work and more. This entire system came from the drive to engage his technicians and ultimately provide stronger earnings for his team.

Patrick says there is a quick way to see hold-ups and to improve communication between the sales counter, office and the back of the shop. He also talks about a feedback loop using the logic of a PID Controller. (Like Cruise control for the shop)

THA 086: Stop Being Busy and Improve Your Productivity!

Stop Being Busy and Improve Your Productivity

The panel includes Dennis McCarran, Executive Director of Dealer Strategic Planning, Justin Galsgow, Performance Tire & Wheel, Topeka, KS and Darren McClea from McClea’s Tire and Automotive, Santa Rosa, CA.

We talk your to-do-list, delegating, emails, time wasters, texts, finishing, priorities, and making time to get things done. A suggestion to get into work early and review your day and prioritize the critical task.

Consider batching your projects. Seeing reps; consider Tuesdays are the day for reps. This tightens up your planning efforts.

THA 085: 21 Tips to Gain an Edge over the Competition – Part 3!

21 Tips To Gain An Edge Over Your Competition – Part 3

With me, in this part three is the same crew from part two and part three. Todd Westerlund, CEO of Kukui , Jeremy O’Neal Freedom Automotive in Hesperia, CA and President and lead sales trainer for Advisorfix and Mark Goldsmith Mark’s Independent Service in Chatsworth, CA

There was a special challenge put forth by Todd Westerlund from Kukui and you’ll discover that at the end of the episode. The combined tips between the three parts are 68 which includes bonus tips.

Too many to list, but you’ll find not only great ideas in this episodes but trends you must be implementing if you plan to stay relevant and in business.

RR 363: David Justice – You Must Manage Your Labor Profit Before Anything Else

David Justice – You Must Manage Your Labor Profit Before Anything Else

When David Justice sold his $5M business he was already speaking and coaching in partnership with NAPA. To help run his business David created the Labor Profit Management tool to keep a tight and smart handle on his labor and he was traveling the country and speaking to service professionals on the power of managing your labor.

Post sale he started Repair Shops of Tomorrow which not only incorporates the Labor Profit Management tools along with a focus on marketing programs.

David decided he needed to give back and is working hard to help shop owners achieve exceptional success. We talk about his three-legged stool, rewards, networking, and so much more.

THA 081: Niche. Should We Find Specialties and Create a New Business Model or Services?

Niche. Finding Specialties to Create New Business Services.

A very interesting summit, a lesson for the forever student of the aftermarket. We’re talking Niche or Finding Specialties to Create New Business Services. A vibrant discussion to challenge the use of your talent and facility and to listen to your customers and find out exactly what they want and need from you.

The panel warns you to keep your eyes open. The shift is coming. Toss out those unprofitable jobs. Clean out your closet. Review your current business model. We will not survive doing what we always have done.

The panel will help you understand How to consider a specialty, product based niche vs. service based niche; but an overlying theme is to be sure the basics are being done right. You cannot add a new service if you don’t aren’t fixing your customers’ problem right the first time. Get your house in order before adding.

RR 355: Andrew Emery from Antero Automotive has The Best Job in the World

The Best Job in The World!

Andrew Emery is the owner and operator of Antero Automotive in Greenwood Village, Colorado. He believes if you take care of your employees, they will take care of your customers.

This episode tackles relationships with customers and employees on how it can be your secret sauce to success. Every customer receives a free car wash.

After 22 years in the industry and 10 years as a business owner, Andrew still loves what he does every day. He gets to turn a wrench when needed and he gets to serve others. Andrew started this business to change the way people look at automotive repair shops.

THA 080: Bring Them Back: How To Revitalize a Lost Customer

Bring Them Back: How To Revitalize a Lost Customer

Our lively discussion starts with the Customer Retention Myth and ends with taking extreme ownership of your customer and keeping them in the fold. We talk about steps to get lost customers back, the power of relationships, the power of culture in customer retention and what type of marketing works for retention and revitalization up to and including a phone call.

The panel: Shari Pheasant, owner with her husband of A Master Mechanic, in Reno, NV and is a business coach and president of Horsepower Strategies and Ron Ipach, co-founder of Repair Shop Coach and known as Captain Car Count and David Roman, owner of Done With Care Auto Repair in Merriam, KS.