RR 403: Lucas Underwood – Take Ownership and Learn from your Mistakes. Find Humility.

Lucas Underwood – Take Ownership and Learn from your Mistakes. Find Humility.

There are a lot of responsibilities being a business owner. You have to re-think or get advice if your policies or strategies are not working. This episode does open the discussion on self-improvement and learning from your mistakes.

Lucas Underwood is an Automotive diagnostic specialist and shop owner. He owns L & N Performance Auto Repair, Blowing Rock, NC.

We talk about supporting post-secondary education, technician training, the importance of communicating with your team, staying current with customer needs such as texting and what are his success secrets at this time in his life. Lucas is a millennial shop ower for the last 10 years. The road was not paved in gold.

THA 104: Business Coaches Lab: The Art of Implementation – How to Get Things Done

The Business Coaches LAB: The Art of Implementation: How To Get Things Done.

In our continuing series of the Business Coaches Lab, we work to help you get into gear. The coaches mostly agree that there a few key problems for inaction.

The discussion includes finding your momentum, your one thing, planning, reflecting and the fact that you are trying to do too much, you wear too many hats. If you want to be a better leader, CEO and all-around good person you need to give these coaches a listen. A ton of free advice for you.

I’m joined by Rick White from 180 Biz, Cecil Bullard, with the Institute for Automotive Business Excellence, Jude Larson from the ACT Group, and Murray Voth, from RPM Training. Key Talking points, already written for you that will give you a bulleted plan for improvement. Also, find my guest’s bio’s links to their coaching companies and links to their previous episodes at remarkaberesults.biz/a104

THA 103: Turn Price Shopping Callers Into Customers.

Turn Phone Price Shoppers into Customers

We bring light to the service adviser/manager position as the toughest job in the company. It is very possible that your caller may not be looking for a price because they don’t know what else to ask. We talk about getting your value story told and the power of the smile among about a dozen other great lessons from this episode. It is suggested to get in your appointment making mode every time the phone rings.

On the Academy panel is Emily Sundstrom, Service Manager at Valley Auto Electric from Covington, WA and Business Coach Bill Haas, AAM from Haas Performance Consulting.

RR 397: Acquisition Integration – A Look Inside a New Location Transition

Acquisition Integration: A Look Inside a New Location Transition

Mike Allen, a General Manager Telle Tires and Auto Centers tells of his first-hand experience integrating a recent acquisition. This episode will show you the processes of transition and the sensitivities in customers, people, and brand when acquiring new shops.

Mike was recently involved in integration of one of Telle Tires most recent acquisition. This 10 stores 77-year-old legacy company has been on an acquisition path. Mike Allen talks about how he has lead one particular integration for the Telle family.

Aftermarket Professionals and Shop Owners will find this episode useful if they plan to expand and acquire shops. We can never say that there will be no risks with integrations but Mike’s wisdom will help you understand the excitement, opportunities, and challenges that come with growth.

THA 101: Ghosting – Minimizing New Hire No Shows

Ghosting: Minimizing New Hire No Shows.

When ghosting happens, you are always wondering what you did wrong. For many, you are always improving your HR recruitment processes. We talk red carpet, culture, branding, and clear and tight communication. I guarantee you’ll be overwhelmed with the discussion.

The panel: Jonathan Ortiz from Foreign Affairs Auto, West Palm Beach, FL, Carlo Sabucco from Sils Complete Auto Care Centre, Oakville, Ontario and Peter Foreman from Integra Tire, Langley, BC

RR 395: Shop Talk 8 – Second Shop Challenge | The Power of Blacktop | Industry Image

Shop Talk 8 – Second Shop Challenge – The Power of Blacktop – Industry Image

I’m so glad to welcome John Eppstein from John’s Automotive Care in San Diego, CA, Scott Pelava from Lonsdale Auto Works in Lonsdale, MN, and former shop owner Scott ‘Gonzo’ Weaver, Scott has added trainer to his resume and continues to be a recognized writer in our industry, I’m sure you know of Gonzo’s Tool Box.

John tells us about his recent new location and a few challenges he didn’t anticipate, Scott Pelava has an idea to add a service to his shop that many would not agree with and Gonzo shares his wisdom of the ages. We also get into our industry image. A lot to chew on.

A bright and interesting moment is the talk about blacktop. Don’t miss this.

RR 394: What Quality Employees Really Want – Results From a Technician Survey

What Quality Employees Really Want – Results From a Technician Survey

Join Tom Ham from Auto Centric and Automotive Management Network (AMN)as we talk about the results of a few surveys from AMN that deal with the technicians perspective on their satisfaction and needs of their job and employer.

We dive into technician related surveys about common reasons for techs to be fired, what quality employees really want, why technicians quit and why would techs change jobs and finally technician complaints.

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.