I never thought I’d ever be doing a tribute like this for a good friend, Bob Greenwood.  His passing really hit me as it did for so many others. You can’t help but realize we lost him way too early in his life. His mission wasn’t close to being done. 

If you ever heard Bob Greenwood’s passion for this industry you know that he held high hopes for the future success of the independent aftermarket. His passion for making this great industry a profession instead of a trade was one of his biggest talking points (a signature of his) wherever and whenever he had a chance to pontificate.

I reflect on a few of Bob’s accomplishments, some of the thirty-three episodes he contributed to and I welcomed some friends to share their memory of Bob.

Listen to all of Bob Greenwood Second Thoughts Podcast Episodes HERE.

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Important Books

Aftermarket Radio Network

Trish Serratore

Senior VP Communications, ASE

Talking Points:

• ASE Service Professionals Month June each year
• Recognition of our true professionals 
• Essential workers
• The automotive service professionals have kept our cars running during the pandemic
• June is ASE’s birthday month. 50 years old next year (2022)
• Take a moment to thank your technicians, parts counterperson, service advisors
• Tools to help you at: https://www.asetoolkit.com/toolkit/aspm

We discuss some why and how to jump on board with Service Professionals Month. This is a very short listen and we toss up some ideas on how to build momentum inside your community, but more important to thank your people who have invested in their ASE Certifications. There is still time to embrace and support ASE Service Professionals Month.

Thoughts from an Unprecedented Year and Looking forward to Strategies for 2021

Key Talking Points:

• As an industry we are essential
• The strong got stronger
• Virtual online training became the norm and will become a permanent part of our training needs
• Milestones reached this year:
• 600th episode of Remarkable Results Radio
• 200th episode of the Town Hall Academy
• The launch of Aftermarket Weekly.com
• Launched all LIVE show broadcast on the website’s LIVE page
• Training must become part of your culture
• The value of coaching
• Networking is a must to grow and learn
• Succession planning and growth
• Embrace our youth
• Set up an apprentice program
• Reach out to a local shop and have coffee and talk

Resources:

• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

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

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

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

Tom Ham, Auto Centric, Grand Rapids, with the help of his wife Deb, is the creator and owner of Automotive Management Network a 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late ’60s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Discover Tom’s previous episodes HERE.

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

Talking Points:

• Covid-19 was a critical talking points as this live broadcast was at a critical time as some states are asking 100% of people to stay at home.Critical to make plans to survive Covid-19. Short, medium and long-range plans
• Stay nimble and be able to move. Protect your family, your team, your business
• Take care of the community and be a transportation hub
• In every situation, there is plenty of opportunities
• On the other side of this pandemic, we will get a lot of opportunities
• As small businesses, we can change quickly
• Adjust your marketing
• Final Quality Controls to deliver vehicles in better shape than when it arrived
• Create the habit
• Add disinfectants because of Covid-19
• Some shop owners argue that we don’t to final inspections because if we find a problem we don’t want to hurt the feelings of our peopleIf you want people to like you sell ice cream. ‘Steve Jobs’
• Don’t do an inspection to catch your people doing something wrong. Use it to improve your systems, processes and to reduce mistakes. We are human.
• Customers will quality control their own car. Don’t let them find something on their own.
• Part of the QC is to be sure pictures are taken of vehicle components to create a base case.
• The QC is dynamic and will change as issues ariseAdd and subtract to the list through a solid review of every step
• Your own QC controls as an owner should be audits of tickets from birth to death to be sure all your systems/processes are working
• We may not expect enough from our people. We set our expectations too low
• In the final QC you will catch a lot. Remember a human is doing the QC review. They will make mistakes. But the goal is to catch 95% or more. You have to QC the QCOnce you let one of the steps go it will become ‘non-important’
• Start by making a commitment to do Final QCInvolve your people. They know what needs to be done
• Chris likes his service advisors to do the QC because they feel the pain with the customer when they find a problem. Technicians do not see the pain from customers when they find a problem.
• Being an above average shop will create survivorship opportunities. Being mediocre will not cut it
• You can’t do a Final QC on most cars. It must happen on every car. No exceptions. This keeps the discipline and habit goingIf a car has a ticket it gets a QC
• Covid-19Sanitizers on customer keys, gloves, counter wipe downs.
• Protect team and clients
• Wipe customer car when it arrives wearing gloves
• Take a video and show your customer what you do. Post on social media
• We will come to your house, wipe down your car and deliver it back.The transaction can be totally done on-line
• Your software, texting, pay by text are all great tools to use
• Relieve the fear of your customer. Show them. Tell them.
• Ask your team if they are OK coming into workConsider their extended family
• Set deliveries on the side
• Have disciplines with your parts suppliers
• Everything that enters your domain must be scrutinized
• Having a team meeting often to discuss how the business will sustain with the most employed need to be talked about.
• Adjust your marketing. Be positive. Call them to tell them what you are doing
• There could be parts shortages and increased prices coming
• Links to the lists Chris Cloutier mentions:https://www.autotext.me/wp-content/uploads/2017/12/QCChecklist.docx
• https://www.autotext.me/wp-content/uploads/2017/12/QualityControl.pdf

Resources:

• A special thanks to Chris Cloutier, Tom Ham and Frank Scandura for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

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This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com

Panel:

• Bill Haas, Hass Performance Consulting
• Tom Ham, Autocentric and Automotive Management Network, Grand Rapids, MI
• Greg Skolnik, Motor Works, Rockville, MD
• Bill Nalu, Interstate Auto Care, Madison Heights, MI

 Talking points:

• Some back-office workers aren’t at work. They can work remotely
• Some states have loans and grants
• Greg Skolnik is applying for SBC application. He is getting in line and does not know where it will goHe wants to look at all options
• If you apply for the loan, you may not know what you will get
• Line of credit is an optionYou usually get a line of credit when you don’t need the money
• Banks offer lines of credit based on the strength of your financial position
• Once your financial strength is strong (you’ve prepared) apply for a line of credit with your bank
• Don’t attach yourself to the negative vibes coming out. Don’t be part of the fear-mongering
• Consider getting debt free going forward that will allow any economic downturn easier to absorbConsider Dave Ramsey Financial Pease University to help get yourself out of debt
• Work with your local businesses to help the community
• Follow the most common sense guidelines
• Too many people ignoring the do-right rule. Covid-19 must be taken seriously
• Is your waiting room open or closed?Bill Haas does not believe in waiters
• Tom Ham does believe in waiters
• Bill Nalu believes in waiters
• They all believe there can be a touchless relationship as Covid-19 continues
• Protecting your people is very important
• Waiters are there to leave.Must disinfect and wipe down the waiting room
• There is more to wipe down than to worry about your waiting room
• It is difficult to sell to waiters
• TouchlessPick-up keys in a lockbox
• Pay to text is a great option
• We are adjusting to the abnormal. Each day is different
• Parts delivered to a special table or place where the delivery person does not enter to deep in your space
• Expense review. Two columns. What you must pay and what you can ask for time.Talk to your landlord and ask for some relief
• Insurance’s of all types need to be paid on time
• Communicate with any creditor before you decide not to pay them. Tell them you are there and doing business
• Follow all conversations with your creditors with a letter. Keep in front of all creditors
• If you have cash reserves you can spend them wisely to keep your staff
• Your business interruption insurance may not cover what we are going through nowLook carefully at your next renewal
• Don’t lose sight of a continuing strong marketing planIf you are open you need to tell your customers and market
• Don’t let your customers assume you are open. They will think you are closed
• We are open, how can we serve you
• Make phone calls to every client
• Plans need to be made. Must be fluid and over-prepare. You need a plan for two weeks out, 30 days out and 45 days out. They are dynamic and will change
• Tom ham is optimistic and sees a huge opportunity aheadIt will not be behind us until the vaccine is out.
• We need to learn how to live with it
• We need to find the opportunity in explaining to our customers that they don’t need the car debt but need to fix their vehicles
• Grek Skolnik schedules appointments like the dentist do. It works for him and smooths his forecastsPeople are not hibernating, but he has conditioned his customers to come in for scheduled work/maintenance
• What is an optimist, today?
• Caution:Some shops will close. It may be the best thing to do for their business. They will re-open when it is time. Some may close for good
• The decisions you make are for the good of you, your family, your people, your customers

Listen to Text to Pay Episode Here.

https://disasterloan.sba.gov/ela/information/index

Resources:

• Thanks to Bill Haas, Bill Nalu, Greg Skolnik and Tom Ham for their contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.
• Love what we do? Buy Carm a cup of coffee HERE.

Be socially involved and in touch with the show:

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Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This is a bonus episode number 5 and a replay of a CarmCast I did this past week. Because we are in unprecedented times I decided to release this special CarmCast as a podcast of a Covid-19 Thinktank from March 18th.

For many aftermarket professionals, you’ve prepared for an event like this. Your disaster plan may have not been completely defined as a ‘pandemic’ where the government-imposed restrictions, but you’ve planned for a rainy day disaster. You’ve kept an amount of cash in a separate account to help sustain the business for months of possible disaster. You’ve improved your processes and systems and removed yourself as the centerpiece of your business. You delegated your people to run the business.

For many small shop owners, you’ve learned how to implement smart practices and holding yourself accountable. You’ve joined networking groups, maybe even hired a coach to bring business acumen to your world.

If you’ve done a lot to become a better marketer and leader you’ll be OK. If not, it is not too late. There is some good business advice in this episode, that if you implement it you will come out the other side of this Covid-19 challenge.

The essence of the over 745 podcast episodes from all our show formats is to build a strong business. The messages are spot on and for many influential.

Keep in mind it is still not too late to do the right things for your family, employees, business and customers. If there is anything I can do to help you … like find a peer network, talk to a friend, find a coach join an association …. reach out to me carm@remarkableresults.biz.

With me in this think are two shop owners, a technician/manager, a business coach and an IT specialist on a think tank format.

You’ll value this discussion with Dwayne Myers, Greg Buckley, Matt Fanslow, Danny Sanchez and Bob Greenwood. …. and my pledge to keep you flowing with thoughts and ideas from your fellow colleagues continues.

Please listen to learn just one thing and then implement it.

Resources:

• Thanks to Bob Greenwood, Dwayne Myers, Matt Fanslow, Greg Buckley and Danny Sanchez for their contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.
• Love what we do? Buy Carm a cup of coffee HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes HERE.

Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE.

Brad Hazelwonder is an Insurance Marketing Representative for Federated Insurance. His areas of expertise: Business Insurance, Life & Disability Insurance, Estate Planning, Business Succession, and Key Employee Retention

Key Talking Points:

• Insurance is a contract between the business and the insurance company
• Two typesPhysical propertyWhat you own
• Your Customers property
• LiabilityYou are responsible for damage to others and their property
• You have more responsibility than an individual
• When you hire someone you say you trust that person
• When they do something wrong the liability is on you.
• These claims are going through the roof
• Yearly audits are done with your agent. Sometimes twice. They may ask:Are there name change
• New property
• Mailing address
• Changes in equipment
• Look at revenue
• Changes in payroll
• Look at loaners and the limits you want
• And many more
• LoanersYou must check if your customer has a valid license
• You must check if they have valid insurance
• No different than a rental car contract
• You need to get a signed agreement with the customer on the use of the loaner car. Your insurance company can get you a version (vehicle usage/release form)
• You may need a declaration page or insurance card. Verify with your insurance carrier to the proper way to cover yourself.
• If the insurance isn’t paid, they have no insurance even though you may see an insurance card. You can call the customers agent to send you a declaration of insurance
• Some customers can go through their app to send you a declaration
• How Insurance pays outThere are certain types of coverageReplacement cost. Like, Kind, QualityConsider taking a higher deductable
• Actual cash valueTake the depreciated amount out
• DeductiblesThere is a hidden value in deductiblesWorkmans compUpfront saving
• Can prevent your MOD rating by paying a portion (experience rating)
• The number of claims increases your premiums. Higher deductibles can save you money, however, your exposure is higher
• Good processes and quality programs help minimize your risk
• Report all claims. You can make it report only. Get it on record, you can always pull the claim.
• Cost management: Insurance deductibles and coverage
• Business and persona umbrella policy is a givenUmbrella policies sit above all other policies and provide you additional coverage
• With insurance, you get what you pay forWorking with an agent face to face is a huge value to your business
• Business interruption insuranceConsider the length of time you may need. It will always be longer
• If you don’t report all your income then you also have a gap you’ll need to deal with. Get all your sales on the books
• Nothing good happens after midnight
• Have proper limits
• You should ‘What If’ with your insurance agentWhat Happens If ….

Resources:

• A special thanks to Bambi Crozier, Kim Auernheimer, and Brad Hazelwonder for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com

Just a few minutes of your time. Some important one on one time because I believe you’ve missed some excellent shows we’ve produced for you.

Please subscribe to the Town Hall Academy and For The Record podcasts on your listening app. These shows have been separated from the Remarkable Results subscription. So you don’t miss these very important aftermarket podcasts. Please take the time to subscribe to them.

You can find details at www.remarkableresults.biz/app/

Important Changes

You’ll need to subscribe to each podcast separately. In the recent past, you would get every show we produce into your one single subscription of RRR.

One of the easiest ways to find all three podcasts is to search under my name in your app. Key in Carm Capriotto. You will find the three show icons appear. Just subscribe to all three. Then you are all set. You’ll never miss a new release

Now you need to add two new subscriptions to your favorite podcast listening app. You already have RRR next is to search for Town Hall Academy and For the Record. No matter if you listen on Apple, Google, iHeart, Spotify or the dozen more apps that feature my podcasts, you’ll need to subscribe to Town Hall Academy and For The Record.

So you can get a better understanding of when we publish new episodes, let me share with you when you would expect new releases. On Monday’s you get a new For The Record episode. As you know with For The Record you’ll hear a perspective on life and business issues that you may have never heard before. Its format is like the op-ed section of the newspaper. It is the perfect forum to hear from your industry colleagues and get your juices flowing. And I know, ‘cause you’ve told me, that these opines or rants may just inspire you enough to move your thinking in a new direction.

So the purpose of this bonus episode is to get you to subscribe to all three shows. You already have RRR now you need to subscribe to Town Hall Academy and For The Record to complete your access to all three weekly podcasts we produce for you.

Thanks, and we’ll talk soon.

Carm Capriotto

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