Culture of Learning Archives - Remarkable Results Radio https://remarkableresults.biz/captivate-tag/culture-of-learning/ Automotive Repair Business Success Stories Wed, 16 Sep 2026 15:54:32 +0000 en-US hourly 1 https://remarkableresults.biz/wp-content/uploads/2020/05/cropped-site_icon-32x32.jpg Culture of Learning Archives - Remarkable Results Radio https://remarkableresults.biz/captivate-tag/culture-of-learning/ 32 32 Inside the Role of a Performance and Accountability Team Leader [RR 1110] https://remarkableresults.biz/remarkable-results-radio-podcast/e1110/ Tue, 22 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1109/

Watch Full Video Episode

What does a Performance and Accountability Team Leader actually do inside a high-performing auto repair shop?

Nate McDonald of Empower Automotive gives us an inside look at a unique leadership position that connects inspections, client experience, team development, performance, and accountability.

As Sales Manager, Inspection Team Lead, and Performance & Accountability Lead, Nate isn’t managing from behind a desk. He’s working alongside his team, performing inspections, shooting videos, checking vehicles, answering questions, coaching younger team members, and looking for opportunities to improve the process.

Nate believes accountability becomes easier when you’re present. Working side by side with the team creates opportunities for quick conversations, immediate coaching, and reinforcing standards before small issues become bigger ones.

What You’ll Learn

  • What a Performance and Accountability Team Leader does inside an auto repair shop.
  • Why Nate views his sales responsibility more as hospitality than traditional selling.
  • How working “in the trenches” creates natural coaching opportunities.
  • What Nate has learned from mentoring Gen Z team members.
  • Why mistakes and questions are valuable opportunities for development.
  • How Empower Automotive’s daily “Take Five” aligns the entire team before the day begins.
  • How inspections connect the back of the shop with service advisors and the client experience.
  • Why performance numbers are openly discussed with the team.
  • How quick one-on-one conversations reinforce standards and accountability.
  • Why team members should have a voice in improving processes and efficiency.

A Performance and Accountability Team Leader doesn’t just measure performance. They help create it.

Nate’s role demonstrates the value of having someone close enough to the work to see what’s happening, coach in the moment, reinforce expectations, listen to ideas, and keep the team connected to the purpose behind the process. It’s not about waiting for the annual performance review or calling someone into the office every time something goes wrong. Sometimes leadership is a quick conversation behind a vehicle. Sometimes it’s answering a question during an inspection.  And sometimes it’s simply being willing to work alongside your people. Performance and accountability become part of the culture when leadership is present every day.

Nate McDonald, Inspection Team Lead and Performance & Accountability Lead, Empower Automotive, Traverse City, Michigan

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about 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 on-site training and six days a week of support: http://napatracs.com/

Connect with the Podcast:

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> Top 5 Qualities of a Genuine Service Advisor [RR 1106] https://remarkableresults.biz/remarkable-results-radio-podcast/e1106/ Tue, 25 Aug 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1105/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

What makes a good service advisor great?

Levi Linseman, performance coach at Autoflow, shares the five human qualities that separate a good service advisor from a truly trusted professional. With 25 years of automotive experience, including 15 years at the service desk, Levi explains why eye contact, a smile, warmth, caring, and humility can turn everyday transactions into long-term customer relationships.

The conversation also explores sophisticated professionalism, the role of AI in the customer experience, proactive communication, hiring for coachability, and why the best advisors know when to simply say, “I don’t know.”

What You’ll Learn

  • The 5 qualities that define a genuine service advisor.
  • How admitting mistakes can actually increase customer trust.
  • Why AI should support the service advisor, not replace the human connection.
  • How digital vehicle inspections can improve transparency and communication.
  • Why coachability and continuous learning are essential for advisors.
  • How proactive communication reduces customer anxiety.
  • Why setting clear expectations can dramatically improve the customer experience.
  • What shop owners should look for when hiring their next service advisor.

Great service advisors do more than sell repairs. They build trust, reduce anxiety, communicate with honesty, and make customers feel cared for. Technology can make the process more efficient, but genuine human connection remains one of the most powerful advantages a shop can offer.

Levi Linseman, Performance Coach, Autoflow

Learn more about 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 on-site training and six days a week of support: http://napatracs.com/

Connect with the Podcast:

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> Your Shop’s Toughest Competitor Is in the Mirror [THA 499] https://remarkableresults.biz/remarkable-results-radio-podcast/a499/ Fri, 21 Aug 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a498/

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

Watch Full Video Episode

Who is your shop’s toughest competitor: the business down the street, or the people inside your own four walls?

Carm Capriotto sits down with shop owners Dwayne Myers and Al Oramas to explore internal competition and why the biggest threats to a shop’s success often come from within. The conversation challenges owners to stop obsessing over competitors and start examining their own leadership, consistency, processes, and customer experience.

What You’ll Learn

  • Why operational consistency matters and how small deviations can create chaos.
  • Why owners can’t effectively lead from the “engine room.”
  • How true delegation requires owners to let go of control and trust their teams.
  • Why “everything speaks” when it comes to the customer experience.
  • How standing at the curb can reveal things owners no longer notice inside their own shops.
  • How simple physical and operational improvements can create meaningful change.
  • Why asking employees what they love and what they would change can reveal the true health of a business.

Your greatest competitor may be staring back at you in the mirror. The shops that grow stronger are willing to look inward, challenge their own habits, listen to their teams, and consistently raise the standard. Leadership isn’t about controlling every detail; it’s about creating the environment, expectations, and trust that allow the entire team to perform at its best.

Dwayne Myers, Dynamic Automotive, 8 locations, Maryland. Dwayne’s previous episodes HERE.

Al Oramas, Pro Auto Care, 2 locations, Denver and Littleton, CO

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/

David Boyes, President of ‘Today’s Class”  David’s previous episodes HERE

Brad Updegraff, Dave’s Ultimate Automotive, 7 locations, Austin, TX. Brad’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
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:

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

 

 

]]> Engage, Educate, Reward: How Today’s Class Is Changing Auto Repair Training [THA 498] https://remarkableresults.biz/remarkable-results-radio-podcast/a498/ Fri, 14 Aug 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a497/

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

Watch Full Video Episode

What if the best way to train an automotive team isn’t another four-hour evening class, but a few minutes of learning every day?

Carm Capriotto sits down with David Boyes, President of Today’s Class, and Brad Updegraff, owner of Dave’s Ultimate Automotive, to explore how continuous learning and gamification are creating more engaged, knowledgeable teams.

Brad shares how his seven-location operation uses Today’s Class to support ASE certification, keep experienced technicians current with rapidly changing vehicle technology, and turn training into something employees actually want to participate in.

What You’ll Learn

  • Why daily learning can be more effective than traditional after-hours training.
  • How raffles, auctions, and rewards turn training into a team-building experience.
  • How shop-versus-shop competition can create stronger teamwork than individual leaderboards.
  • How custom training content can identify knowledge gaps and strengthen advisor performance.
  • Why continuous learning is essential as vehicle technology continues to evolve.
  • What’s coming next for Today’s Class, including EV, hybrid, electrical, leadership, and financial training.

Training doesn’t have to feel like a requirement. When learning is consistent, accessible, rewarding, and connected to career growth, it can become part of the culture. Brad and David demonstrate how gamification can turn education into daily engagement while helping automotive professionals build the skills needed for the future.

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/

David Boyes, President of ‘Today’s Class”  David’s previous episodes HERE

Brad Updegraff, Dave’s Ultimate Automotive, 7 locations, Austin, TX. Brad’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
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:

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

 

 

]]> Why Employees Disengage and How Leaders Reconnect Them [RR 1103] https://remarkableresults.biz/remarkable-results-radio-podcast/e1103/ Tue, 04 Aug 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1102/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

Why are so many employees disengaged at work, and what can leaders do about it?

Dr. JJ Peterson explores how business leaders can cure employee disengagement by applying the StoryBrand framework to their management style. The episode addresses a massive workplace crisis: roughly 80% to 90% of the American workforce identifies as disengaged, meaning they are stressed, disconnected, and not giving their best. Because a boss can impact an employee’s mental health even more than a therapist, Dr. Peterson argues that leaders have a profound responsibility to show up in a way that positively impacts their team.

What You’ll Learn

  • Why most employees disengage and what leaders can do to change it.
  • The four workplace character roles: Victim, Villain, Hero, and Guide.
  • Why great leaders stop trying to be the hero and instead help their employees succeed.
  • How empathy and authority work together to build trust and accountability.
  • Why people want to feel they matter more than they want to feel motivated.
  • How defining purpose and creating a shared story strengthens company culture.
  • Why repairing relationships after mistakes builds lasting trust and psychological safety.

Dr. Peterson notes that people don’t wake up wanting to be motivated; they wake up wanting to matter. Leaders must clearly communicate two things to make employees feel they matter: why the company’s work is important (e.g., alleviating severe stress for customers with broken down cars) and why the individual’s specific role in that mission is valuable. Similarly, true company culture is not about having snacks in a breakroom; it is about intentionally building a shared story where everyone knows their roles, values, and what success looks like.

Dr J.J. Peterson, https://www.drjjpeterson.com/. Listen to JJ’s other episodes HERE

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://remarkableresultsradiopodcast.captivate.fm/napaautocare  

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:

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> The Truth About ADAS Calibrations Every Shop Needs to Hear [THA 494] https://remarkableresults.biz/remarkable-results-radio-podcast/a494/ Fri, 17 Jul 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a493/

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

Watch Full Video Episode

A viral social media clip about ADAS calibrations sparked thousands of comments and exposed a troubling reality: many automotive professionals still misunderstand when and why calibrations are required. In this episode, Carm Capriotto welcomes technical specialists and industry leaders Keith Perkins and Matt Fanslow to examine the industry’s response, separate fact from fiction, and explain why following OEM repair procedures is essential for both vehicle safety and professional credibility.

What You’ll Learn

  • The difference between static and dynamic ADAS calibrations, and why confusing the two leads to costly mistakes.
  • Why programming, configuration, initialization, and calibration are separate procedures with different purposes.
  • How fear of losing a sale often outweighs concerns about vehicle safety and liability.
  • The real-world consequences of skipping OEM-required calibration procedures.
  • How a properly calibrated vehicle helped protect Keith’s wife and children during a serious highway rollover crash.
  • How elevating the role of the Calibration Specialist reinforces professionalism and builds customer confidence.

ADAS calibrations are not optional add-ons or revenue generators; they are critical safety procedures designed by vehicle manufacturers to ensure advanced safety systems perform as intended. Professional repair shops protect their customers by following OEM repair information, completing every required calibration, and returning every vehicle to the road safe and ready to perform.

Why ADAS Calibrations Are Being Ignored in Auto Repair Shops [THA 484]: https://remarkableresults.biz/remarkable-results-radio-podcast/a484/

Keith Perkins, Previous episode HERE. L1 Automotive, https://www.l1diagnostics.com/, L1 Automotive Training: https://l1training.com/

Matt Fanslow, Riverside Automotive, Red Wing, MN, Diagnosing the Aftermarket A to Z Podcast: https://mattfanslow.captivate.fm/

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:

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

 

 

]]> 2026 Automotive Training Trends Every Professional Shop Owner Needs to Know [RR 1096] https://remarkableresults.biz/remarkable-results-radio-podcast/e1096/ Tue, 16 Jun 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1095/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

How are automotive technicians learning today, and who is investing in their future?

Matt Shepanek, President of the ASE Training Managers Council (ATMC), discusses the findings of the 2026 ATMC Benchmark Survey. The survey offers valuable insight into technician education, training preferences, emerging technologies, and the industry’s commitment to continuous learning.

The conversation highlights significant differences between dealerships and independent repair shops, reveals what technicians most want to learn, and reinforces why ongoing professional development remains essential in an era of rapidly advancing vehicle technology.

What You’ll Learn

  • How dealerships continue to lead the way in training investment, paying for technician education 85% of the time, while many independent technicians still share the cost or pay out of pocket.
  • Why Hybrid/EV systems and Electrical/Electronics training top the list of requested subjects as vehicle technology continues to evolve.
  • What the survey reveals about technician learning preferences and why hands-on, instructor-led training remains the gold standard despite the growth of online education.
  • The wide gap in annual training hours, from technicians receiving no structured education to others completing more than 56 hours each year.
  • Why continuous learning has become a business necessity, not an option, for shops hoping to remain competitive and profitable.

The 2026 ATMC Benchmark Survey reinforces a simple truth: the future belongs to technicians and shops that embrace lifelong learning. As vehicles become increasingly dependent on advanced electrical systems, software, hybrid technology, and diagnostics, professional development is no longer a luxury. Shops that invest in training, provide access to relevant education, and foster a culture of continuous improvement will be better positioned to attract talent, improve performance, and thrive in a rapidly changing automotive landscape.

Download the 2026 ATMC Benchmark Survey: https://bit.ly/4aOaigM

Matt Shepanek, President, ASE Training Managers Council (ATMC)

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:

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> The “Monster” in Your Head Is Costing Your Shop Money [RR 1086] https://remarkableresults.biz/remarkable-results-radio-podcast/e1086/ Tue, 07 Apr 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1085/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

In this episode of Coffee with Carm and a Coach, host Carm Capriotto sits down with Greg Bunch, business coach and Founder at Transformers Institute and owner of Aspen Auto Clinic, to unpack the mindset barriers that quietly limit leadership and growth in auto repair.

At the center of the conversation is the “monster” voice that is wired for survival, not success. While it once kept us safe, today it often holds leaders and advisors back from difficult but necessary actions: addressing underperformance, having honest conversations, or confidently recommending needed work. Left unchecked, that fear can cost shops hundreds of thousands, even millions, in missed opportunities.

Greg shares five foundational pillars for effective leadership:

  • Wisdom: Surrounding yourself with the right voices and guidance
  • Knowledge: Understanding your numbers and facts without emotion
  • Understanding: Knowing what those numbers actually mean in your business
  • Diligence: Doing what needs to be done, even when it’s uncomfortable
  • Right Choices: Staying aligned with your values, no matter the pressure

Together, Carm and Greg explore how business is ultimately an emotional math problem, a constant balance between data-driven decisions and the human side of leadership. They also challenge listeners to become perpetual students, actively seek honest feedback, and confront the habits that hold them back.

The episode wraps with a powerful reminder: long-term success comes from “slow dimes,” not “fast nickels.” Doing the job right, every time, builds trust, safety, and sustainable profitability.

Greg Bunch, Aspen Auto Clinic, Transformers Institute. Listen to Greg’s previous episodes HERE. https://transformersinstitute.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

 


 

 

 

 

 

 

 

 

 

 

 

 

]]> Own the Technician Shortage: How One Shop Owner is Transforming Industry Recruitment [RR 1083] https://remarkableresults.biz/remarkable-results-radio-podcast/e1083/ Tue, 17 Mar 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1082/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

In this episode, Carm Capriotto speaks with Chris Machado, founder of XGen Academy, about a bold new approach to solving the automotive technician shortage.

Machado has developed an intensive 16-week training program that blends virtual reality simulations, classroom learning, and hands-on shop experience to accelerate the development of new technicians. At the core of the academy’s philosophy is the “reverse funnel,” which attracts a wide pool of young talent and progressively refines their skills toward professional mastery.

The program goes beyond technical instruction. Through its “Reality Hub,” students also learn essential life and workplace skills, including financial literacy, professionalism, and ethics.

By modernizing the training experience and making automotive careers more appealing to younger generations, Machado aims to build a scalable model that can be replicated nationwide, offering a proactive, high-tech solution for developing the industry’s next generation of technicians.

XGen Academy: https://xgened.email/

Chris Machado, Circle M Tire & Auto and Circle M Truck Repair Bakersfield, CA.

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] https://remarkableresults.biz/remarkable-results-radio-podcast/a476/ Fri, 13 Mar 2026 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a474/

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:

– 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

 

 

]]> People Love to Buy, They Don’t Like to Be Sold [RR 1067] https://remarkableresults.biz/remarkable-results-radio-podcast/e1067/ Tue, 25 Nov 2025 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1066/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

Recorded Live at ASTA 2025, Dutch Silverstein delivers a powerful reframing of how the automotive industry can approach customer interaction—shifting from high-pressure sales tactics to a relationship-first model built on the idea that ‘People Love to Buy. They Don’t Like to Be Sold.’

Advocates, Not Salespeople
Dutch’s relationship-based shop model stands in stark contrast to transactional sales environments.

  • No Salespeople: Dutch does not employ “salesmen,” he employs “advocates.”

  • Role of an Advocate: Advocates collaborate with customers to understand what they want for their vehicle and their long-term plans, then help design solutions that support those goals.

  • Eliminating Pressure: The shop enforces a strict “no pressure, ever” philosophy. There are no commissions, no sales quotas, no whiteboards, no competitive bonuses—removing any incentive that could create a conflict of interest.

The episode also dives into several controversial but important topics:

  • The need to revisit technician licensing, with Dutch arguing current standards are “window dressing.”

  • The flat-rate paradox, especially when contrasted with the younger generation’s desire for work-life balance rather than solely financial incentive.

  • Determining an optimal labor rate in a way that supports sustainability and talent retention.

The Takeaway
The conversation reinforces that effective sales—better yet, advocacy—are rooted in trust. When customers feel supported rather than sold to, they embrace their decisions with confidence. This shift from selling to serving creates a healthier, more sustainable customer experience and business model.

https://astausa.org/pages/asta-expo

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/

– 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


 

 

 

 

 

 

 

 

 

 

 

 

]]> Rock Your Role: Creating an Experience Employees and Customers Cheer For [RR 1066] https://remarkableresults.biz/remarkable-results-radio-podcast/e1066/ Tue, 18 Nov 2025 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1065/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

Recorded Live at ASTA 2025, keynote speaker Jim Knight dives into leadership and organizational culture through his signature “edutainment” style—a high-energy blend of music, education, and hospitality. Knight is a professional speaker, writer, and former Head of Training and Development for over two decades at Hard Rock International, which he calls one of the “greatest cultures in the history of culture.”

Jim stresses that the most important responsibility of any leader is hiring the right person. Too often, leaders get distracted by product, pricing, or aesthetics, while the true differentiator is the human element. He recommends evaluating candidates through the Three C’s:

  1. Competence – Can they do the job?

  2. Character – Are they kind, respectful, and easy to work with?

  3. Culture Fit – Do their values align with the organization?

Leaders who fail to make employees feel seen, heard, and appreciated, he warns, will continue to struggle with turnover.

Jim Knight, a renowned keynote speaker, author, and training and development expert, teaches organizations of all sizes how to attain their own “rock star” status.  https://www.knightspeaker.com/

https://astausa.org/pages/asta-expo

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/

– 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


 

 

 

 

 

 

 

 

 

 

 

 

]]> Helping People Do Life in Auto Repair [RR 1065] https://remarkableresults.biz/remarkable-results-radio-podcast/e1065/ Tue, 11 Nov 2025 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1064/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

In this fireside conversation, Joe Hanson of Gordie’s Auto and Tire shares how a clear purpose—“Helping people do life”—guides every part of the business. This mission shapes both the customer experience and the culture within the shop, ensuring the team feels supported, valued, and equipped to build meaningful careers.

Joe walks through the realities of growing the business, from navigating permits and environmental requirements to expanding fleet services and managing tire sales intentionally. Issues such as leadership team dynamics, marketing, and phone call audits are management problems—they are never permanently “fixed,” but instead require continuous coaching and management. He also emphasizes the importance of communication, setting clear expectations, and educating customers about the complexity of modern testing and ADAS calibration—not just “plugging in a scanner.”

Joe remains committed to the work for as long as it’s meaningful—and rooted in helping people, not just chasing revenue.

Joe Hanson, Gordie’s Garage, Roseville, MI. Listen to Joe’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/

– 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 Everyday Educator: How Leaders Reinforce Learning [THA 458] https://remarkableresults.biz/remarkable-results-radio-podcast/a458/ Fri, 07 Nov 2025 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a456/

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

Watch Full Video Episode

David Boyes, CEO of Today’s Class, and Lola Schmidt, Schmidt Auto Care, explore how short, personalized, and gamified training is transforming team development in the automotive industry.

The discussion centers on how Today’s Class delivers 3–5 minute, mobile-friendly training sessions that fit seamlessly into daily shop routines, often completed right after morning huddles. This consistent “daily drip” of learning minimizes workflow disruption while fostering a culture of continuous growth.

Gamification drives engagement through points, badges, and friendly competition, sparking team conversations and collaboration. Shops like Schmidt Auto Care have seen measurable improvements in technical knowledge, such as increased proficiency in brake systems, wheel alignment, and HVAC performance.

Lola shares how her team’s enthusiasm for competition has built deeper learning habits, while David explains how the platform’s data-driven insights help shop leaders identify knowledge gaps, coach effectively, and make smarter business decisions from equipment investments to targeted, hands-on training.

The takeaway: Small, consistent, and data-informed training can create powerful results, driving engagement, improving technical skills, and strengthening both team and business performance.

David Boyes, President of ‘Today’s Class”  David’s previous episodes HERE

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

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:

 

 

]]> Stress, the Struggle, and the Resilience: A Guide for Leaders [RR 1064] https://remarkableresults.biz/remarkable-results-radio-podcast/e1064/ Tue, 04 Nov 2025 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1062/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

Stress is inevitable, but how we respond to it can make or break our leadership. In this episode, Dr. David Weiman, psychologist at Weiman Consulting, dives into the science of stress and practical strategies for managing it, especially in the fast paced world of automotive repair.

What You’ll Learn:

  • The fight or flight response and why modern stress feels just as intense as physical danger.

  • The three types of stress: Normal, Training (Eustress), and Excessive, and how recognizing them can improve decision-making.

  • Simple, powerful tools for recovery: micro breaks, diaphragmatic breathing, and mindful routines.

  • How stress affects leadership, team dynamics, and strategic thinking—and what to do about it.

  • Practical tips to avoid burnout, maintain energy, and enhance focus.

Dr. Weiman emphasizes that the key isn’t eliminating stress, it’s managing it effectively so you can think clearly, lead confidently, and take action.

Dr. David Weiman is the president of Weiman Consulting, a leadership consulting firm in Philadelphia PA. Listen to David’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:


 

 

 

 

 

 

 

 

 

 

 

 

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