Authenticity Is Your Shop’s Best Marketing Strategy [RR 1113]
What makes your auto repair shop memorable, and are you sharing that story with your customers?
Recorded at ASTA 2026 in Raleigh, NC, Melissa “Birdie” Patterson, founder of Bird’s iSocial, explores why authentic marketing begins with the people, personality, and culture that make every auto repair shop unique. From a memorable “shop chicken” to customer pet photos, community involvement, and even dad jokes, Birdie shares how everyday experiences can become powerful marketing opportunities.
What You’ll Learn
(00:00:00) Intro
(00:04:30) The Power of Connection: Amazing Women in Automotive
(00:12:00) What’s Your Shop Chicken? Finding Your Unique Story
(00:17:00) Birdie’s Journey Into Auto Repair
(00:20:00) Organic Search and AI: Connecting With Customers Online
(00:26:00) Authentic Marketing: Turning Shop Culture Into Content
(00:30:00) Working ON Your Business: Leadership, Systems, and Coaching
(00:35:00) Investing in Yourself: Personal Growth and Business Freedom
Authentic marketing starts inside your business, with your people, your culture, your community, and the experiences customers remember. When you combine that authenticity with intentional marketing, strong leadership, and a commitment to growth, you’re not just promoting your shop. You’re building relationships, trust, and a business people want to support.
Your shop already has a story. Make sure your customers get to hear it.
Melissa ‘Birdie’ Patterson, Bird’s iSocial and Growing Shops: https://www.birdsisocial.com/
The Human Side of Auto Repair: Emotional Intelligence, Mentorship, and Leadership [THA 506]
We’re great at fixing cars. But how good are we at understanding and communicating with people?
Matt Fanslow, host of Automotive Field Theory, and Margaret Light, Licensed Marriage and Family Therapist at Equilibrium Therapy Services, explore the human side of auto repair, focusing on emotional intelligence, effective communication, mentorship, and the leadership skills needed to build healthier shop cultures.
Recorded at ASTA 2026 in Raleigh, this conversation challenges traditional attitudes about workplace emotions and communication. Discover how developing emotional intelligence, understanding different perspectives, and replacing quick reactions with thoughtful responses can strengthen relationships, improve mentorship, and help leaders create a more supportive auto repair industry.
What You’ll Learn:
The Field of Fixers: Why auto repair professionals naturally jump into problem-solving mode and how that instinct can prevent meaningful communication and human connection.
Listening Before Fixing: Why effective communication begins with understanding, not immediately offering solutions, and how slowing down and asking thoughtful questions builds trust.
Emotional Intelligence in the Shop: How recognizing emotions, managing personal reactions, and understanding the feelings of others can improve everyday interactions and workplace relationships.
Communication vs. Connection: Why talking to someone isn’t necessarily connecting with them, and how empathy, active listening, and genuine curiosity create stronger relationships.
Moving Beyond Tough Love: Why shame-based management and the traditional “grow thicker skin” mentality can undermine trust, discourage open communication, and weaken shop culture.
The Power of Mentorship: How emotional awareness, constructive feedback, and genuine mentorship build confidence, competence, resilience, and stronger relationships between experienced professionals and the next generation.
Leading the Next Generation: Why understanding Gen Z’s perspectives, values, and communication expectations can help leaders develop and retain future specialists.
Great shop leadership goes beyond managing production, measuring performance, and solving technical challenges. It requires emotional intelligence, intentional communication, and the ability to understand people before attempting to solve their problems.
The auto repair industry has invested heavily in teaching people how to fix vehicles. It’s time to give equal attention to helping them communicate, connect, mentor, and lead. Because building a remarkable shop starts with building remarkable people.
remarkableresults.biz/a506
AAPEX 2026: What to See, Learn, and Experience [RR 1112]
What should be on your must-see list at AAPEX 2026?
Mark Bogdansky, Vice President of Meetings and Events at the Auto Care Association, shares what attendees can expect from a redesigned AAPEX 2026 experience, including a new home for Joe’s Garage, a more focused education schedule, expanded hands-on experiences, networking opportunities, competitions, special guests, and plenty of surprises.
One of the biggest changes is designed to help attendees get more from both education and the show floor. Paid training will take place in the morning, leaving afternoons open to explore exhibits, build relationships, discover new products, and experience everything AAPEX has to offer. Joe’s Garage is also moving to Level 1, directly above the classroom training, making the transition from learning to hands-on exploration even easier.
What You’ll Learn
Why AAPEX redesigned the education schedule to give attendees more time on the show floor
What’s new at Joe’s Garage, including live vehicle training and expanded experiences
How to approach AAPEX with a plan and bring actionable ideas back to your business
What attendees will find at the AAPEX Forum, including Roadside Attractions, demonstrations, giveaways, and interactive experiences
How the expanded Student V8 Engine Competition is showcasing the next generation of automotive professionals
Opportunities to connect directly with manufacturers, industry leaders, exhibitors, and fellow automotive professionals
Special appearances and experiences featuring Coach K, Mark Wahlberg, Jimmie Johnson, Barry Sanders, Mia Hamm and more
Don’t just attend AAPEX. Have a plan to experience it. Choose your education before you arrive. Explore the show floor with purpose. Ask questions. Make connections. Discover what’s changing in the industry. And if you bring your team, challenge them to return with actionable ideas they can share and implement.
AAPEX 2026 isn’t just about seeing what’s new. It’s an opportunity to learn, connect, experience, and bring something valuable back to your business.
AAPEX, November 3-5, 2026, The Venetian Expo and AAPEX Forum https://www.aapexshow.com/
remarkableresults.biz/e1112
How to Turn Call Recordings Into Coaching, Conversions, and Customers [THA 505]
What if the phone is ringing, but your team is unknowingly turning customers away?
David Boyd, owner of Call Inbound, and Rich Oppitz, Director of Operations at Telle Tire, overseeing 95 stores, explore how call recording and AI analysis can uncover missed opportunities at the service counter and turn everyday customer conversations into powerful coaching moments.
The challenge isn’t always getting the phone to ring. It’s understanding what happens after someone answers it.
Rich shares how Telle Tire discovered that service advisors weren’t intentionally turning business away, but their language sometimes communicated “no” without actually saying the word. By establishing clear expectations, analyzing calls, and consistently coaching the team, their appointment capture score improved from approximately 58% to 72% in just three to four months.
What You’ll Learn
Why a car count problem may actually be a call conversion problem
How service advisors can unintentionally communicate “no” by focusing on what the shop can’t do
Why communicating what you CAN do can change the customer conversation
How AI analysis can uncover coaching opportunities across thousands of calls
Why expectations need to be established before calls are graded
How “Champion Calls” and “Coachable Calls” create continuous learning
Why call reviews should be positioned as coaching, not punishment
How self-assessment can help service advisors recognize their own opportunities for improvement
Why empathy, courtesy, personalization, patience, tone, and follow-up matter to the customer experience
How a focused call review can become a valuable coaching conversation in only 5 to 7 minutes
Don’t just record the call. Learn from it.
Call recordings give shop leaders the opportunity to replace assumptions with actual conversations. When those conversations become part of consistent coaching, the goal isn’t to catch someone doing something wrong. It’s to help the team communicate better, ask for the appointment, improve the customer experience, and convert more of the opportunities already coming into the shop.
Before spending more money making the phone ring, listen to what happens when it does.
remarkableresults.biz/a505
Stop Losing Price Shoppers: Give Them a Price Range [RR 1111]
What if the customer calling for a price isn’t someone to avoid, but an opportunity your shop has been trained to turn away?
Brian Walden, COO and co-founder of Mango Automotive, challenges one of the automotive repair industry’s longest-standing practices: don’t give prices over the phone.
Instead of putting up the familiar wall of, “We can’t give you a price until we see the vehicle,” Brian’s team does something different. They give the customer a price range, explain that the vehicle still needs to be inspected and the problem confirmed, and invite them into the shop.
The result? Brian says Mango Automotive doubled its phone conversion rate.
Today’s customers have access to more information than ever. They may have already searched the symptoms, pulled a trouble code, asked AI what might be wrong, and researched what the repair could cost before they ever call your shop. Rather than dismissing that research, Brian believes shops can meet customers where they are and use transparency to build trust.
What You’ll Learn
Why the traditional “we don’t give prices over the phone” response can create an immediate barrier
How Mango Automotive uses AI to generate price ranges in seconds
Why the word “range” changes the conversation with a price shopper
How to give a price range without promising an exact repair price before inspecting the vehicle
How meeting customers in their “comfort zone” can build trust
Why Mango Automotive’s phone conversion rate doubled after changing its pricing strategy
How price ranges can give service advisors more confidence on the phone
Why every incoming phone call should be viewed as a valuable opportunity
How AI call analysis, transcripts, dashboards, and weekly coaching help improve advisor performance
Why Brian views AI as a “flashlight” that exposes where your strategy and communication are breaking down
The bigger lesson goes beyond pricing: don’t waste the opportunities already calling your shop. Every phone call represents marketing dollars already spent, a potential relationship, and potentially an entire repair order. Instead of building another wall between the customer and your business, ask whether there is a better way to help them take the next step.
remarkableresults.biz/e1111
The Power of Financing: A Growth Tool for Auto Repair Shops [RR 1108]
What happens when a customer needs a $2,000 repair but doesn’t have the cash available today?
That moment can determine whether the vehicle gets repaired, the customer delays a critical service, or they take their business somewhere else. For automotive shops, offering flexible payment options can be more than a convenience. It can be a powerful tool for helping customers say yes to the work their vehicles need.
Kwane Stokes, Assistant Vice President and Relationship Manager in the automotive division at Synchrony, explains how the program can help shops remove financial barriers, increase repair opportunities, and create another reason for customers to return. Kwane also addresses why many shops still aren’t offering financing and how the biggest obstacle may simply be the assumptions advisors make about a customer’s ability or willingness to pay.
What You’ll Learn
Why financing should be presented as a payment option, not something an advisor decides a customer needs.
How the program’s average first and repeat purchase amounts demonstrate the potential impact on average repair order (ARO).
Why assuming a customer can’t qualify for credit can cause shops to lose needed repair work.
How monthly promotional offers can give shops another reason to communicate with their customers.
How advisor incentives and simple training can encourage more consistent presentation of financing.
What the upcoming “waterfall” financing model could mean for customers who aren’t approved through the primary credit program.
The biggest opportunity may not be finding more customers. It may be giving the customers already sitting at your counter more ways to say yes.
The key is removing the assumption that you know what a customer can or cannot afford. Present the options, explain them clearly, and let the customer decide what works for their financial situation.
For a shop, financing isn’t simply about collecting payment. It’s another tool for helping customers get the repairs they need while protecting the relationship and keeping the work in your shop.
remarkableresults.biz/e1108
Daily Habits That Build a Stronger Auto Repair Shop Culture [THA 501]
What does a strong shop culture look like when you’re the people living it every day?
Bree Wismer, Service Advisor and Frontline Culture Leader, and Trevor Hinds, Operations Manager and Dispatcher at Empower Automotive in Traverse City, Michigan, take us inside the daily habits and communication practices that keep their team aligned, productive, and focused on the customer.
Rather than approaching culture from the owner’s perspective, Bri and Trevor share what happens on the front lines. They explain how Empower Automotive breaks down the traditional divide between the front counter and the bays, keeps everyone on the “same bus,” and creates a workplace where every person understands their role, respects the team around them, and contributes to the same goal.
What You’ll Learn
Why the front counter and specialists must operate as one team.
How daily huddles and short training sessions keep the team aligned.
Why the 1:00 PM check-in can prevent late-day customer surprises.
Why a “no-update” update can be one of the most valuable customer communications.
How to respond when customers arrive with AI-generated or parts-store diagnoses.
How respect, communication, and accountability create confident professionalism.
Building a world-class shop culture doesn’t require a massive budget or a complicated organizational overhaul. By committing to these small, consistent actions, you can transform your shop from a high-stress environment into a thriving, unified business that both your team and your customers enjoy.
remarkableresults.biz/a501
Brakes for Breasts: How Auto Repair Shops Are Fighting Breast Cancer [THA 500]
What if your auto repair shop could help advance breast cancer research while growing your business?
Co-founders Leigh Anne Best and Laura Frank, alongside Dr. Justin Johnson from the Cleveland Clinic, share the story behind one of the automotive industry’s most impactful grassroots fundraisers. Since 2011, participating shops have partnered with parts vendors to provide free brake pads during October, helping customers save on repairs while shops donate 10% of the total service cost to breast cancer vaccine research at Cleveland Clinic.
With $2.4 million raised and a $3 million milestone in sight, the campaign is helping fund continued research into the alpha-lactalbumin breast cancer vaccine for triple-negative breast cancer while giving independent repair shops an opportunity to strengthen their communities and grow their business.
What You’ll Learn
How the Brakes for Breasts win-win fundraising model works.
How participating shops can partner with parts vendors and customers.
Why 100% of donations go directly to the research laboratory.
How grassroots funding helped keep the Cleveland Clinic research lab open after Dr. Vincent Tuohy’s passing.
What Phase 1 vaccine research revealed and what Phase 2 will require.
How participating shops can generate community awareness and increased car count.
How your shop can participate and access promotional resources.
Brakes for Breasts demonstrates what can happen when the automotive industry comes together around a cause. Shops can serve their customers, strengthen their communities, grow their businesses, and help fund research that could change lives. Every shop, every customer, and every dollar can make a difference.
https://www.brakesforbreasts.com/
remarkableresults.biz/a500
Top 5 Qualities of a Genuine Service Advisor [RR 1106]
What makes a good service advisor great?
Levi Linesman, 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.
remarkableresults.biz/e1106
Mastering Shop Flow with Online Scheduling and AI Communication [THA 497]
What if the key to a better customer experience wasn’t working harder, but creating better shop flow?
Murray Voth of RPM Training and shop owner Doug Brackett join Carm Capriotto to discuss how online scheduling, AI-powered communication, and intentional processes can reduce front-counter chaos while improving efficiency and customer satisfaction.
What You’ll Learn
Why online scheduling should function as a reservation request, not an automatic appointment.
How setting the “next expectation” builds customer trust and reduces anxiety.
Why qualifying customers helps create a better experience for everyone.
How AI and digital communication reduce interruptions and free advisors to build stronger relationships.
The operational strategies behind a calm, highly productive service counter.
Real-world performance metrics that demonstrate the power of better shop flow.
The best shops don’t eliminate the human touch, they eliminate unnecessary chaos. By combining clear communication, intentional scheduling, and smart technology, shop owners can create a more predictable workflow, a better customer experience, and a less stressful environment for both employees and clients.
remarkableresults.biz/a497
Why Employees Disengage and How Leaders Reconnect Them [RR 1103]
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.
remarkableresults.biz/e1103
The AI-Informed Customer Has Arrived: What It Means For Auto Repair [THA 496]
Are your customers rolling up to the counter with their vehicles already “diagnosed” by ChatGPT or Gemini?
More customers are turning to AI before they ever call your shop, using tools like ChatGPT and Gemini as the “WebMD” for their vehicles. They often arrive convinced they’ve identified the problem, making today’s service advisor responsible for validating the customer’s concerns while guiding the conversation back to proper testing and professional diagnostics.
Brian Weeks, Jon Kloosterman, and Alex Littlewood join Carm Capriotto to explore how AI is reshaping customer expectations and why the shops that thrive will be the ones that combine technology with authentic human connection.
What You’ll Learn
Why the “human premium” is becoming more valuable as AI-generated content grows.
How to respond when customers arrive with AI-generated vehicle diagnoses.
Why AI should automate administrative tasks, not customer relationships.
How AI helps service advisors and technicians become more efficient.
Strategies for adopting AI without overwhelming your team.
Why AI can reinforce the value of professional diagnostics and repair expertise.
As AI-generated content floods the internet, customers are finding it harder to separate facts from fiction. That uncertainty creates an opportunity for repair shops. AI can improve efficiency, but trust is still earned through knowledgeable people, thoughtful communication, and genuine relationships. The future belongs to shops that use AI to support the customer experience, not replace the human connection that builds lasting confidence.
remarkableresults.biz/a496
The “Kohl’s Cash” of Auto Repair: Turning Customer Rewards Into Repeat Business [THA 495]
What keeps customers coming back when the shop down the street is advertising lower prices?
Tom Sciortino of Total Automotive and Jeff Rudnick of Pit Crew Loyalty reveal how a well-designed loyalty program can become your shop’s competitive advantage. Drawing from Tom celebrating 40 years in business, they share how rewarding customers, celebrating milestones, and investing in the community create stronger relationships, more referrals, and sustainable growth.
What You’ll Learn
How customer loyalty programs increase repeat visits and average repair orders.
Why rewards help differentiate your shop from price-driven competitors.
Creative referral strategies that attract high-quality new customers.
How time-sensitive rewards can recover deferred work and win back inactive customers.
Ways to celebrate business milestones that engage employees and customers.
Why community involvement builds trust, loyalty, and lasting relationships.
Loyalty is more than a rewards program. When combined with meaningful community engagement and exceptional customer experiences, it becomes a powerful strategy for increasing retention, referrals, and sustainable business growth.
remarkableresults.biz/a495
Deferred Work: The Most Overlooked Growth Opportunity in Auto Repair [RR 1101]
Most auto repair shops are sitting on a goldmine of untapped revenue without realizing it.
In this episode, Carm Capriotto welcomes Jimmy Alauria of 3A Automotive & Diesel Repair to discuss how deferred work can become one of your shop’s most effective growth strategies. By pulling just two years of data from his shop’s database, he discovered $3.3 million in potential revenue from deferred services. From better customer communication to smarter follow-up systems, Jimmy explains how to turn yesterday’s declined repairs into tomorrow’s repair orders.
What You’ll Learn
Why your customer database is one of your shop’s most valuable assets.
How deferred work can create significant new revenue without increasing car count.
Why shops should schedule the next appointment before the customer leaves.
While DVIs provide excellent transparency, their primary goal should be to educate the customer and help them plan, rather than to force an immediate $5,000 repair order. Jimmy notes that customers decline work not necessarily because they lack trust, but because they need time to budge
How categorizing repairs by safety, reliability, maintenance, and appearance improves customer understanding.
Understanding the customer’s personal “car goals,” whether they love the car and want to avoid a new car payment, or they hate the car and want to trade it in, is also critical to framing recommendations effectively.
The shortcomings of traditional CRM follow-up systems and how AI can improve communication.
How AI helps prioritize repairs and translates technical repair language into customer-friendly messaging that drives response.
Deferred work isn’t lost business; it’s future opportunity. By building better follow-up processes, educating customers, and using technology to communicate more effectively, shops can strengthen relationships, improve customer retention, and unlock substantial revenue already waiting in their database.
remarkableresults.biz/e1101
The Truth About ADAS Calibrations Every Shop Needs to Hear [THA 494]
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.
remarkableresults.biz/a494
Curing Organizational Drag: The Courage to Fire a Non-Fit Employee [RR 1100]
Building a successful auto repair business isn’t just about hiring great people; it’s about creating a culture where the right people can thrive.
In this episode of Episodic Education, Carm Capriotto welcomes Matt Lachowitzer, founder of Matt’s Automotive Center, to discuss the leadership principles that helped grow his company to 11 locations. Matt shares why protecting culture sometimes means making difficult personnel decisions, how investing in employee development fuels long-term success, and why great leaders always begin by looking in the mirror.
What You’ll Learn
Why one employee who doesn’t fit your culture can create organizational drag.
When letting go of a top performer is the best decision for your team.
How leaders should evaluate their own role before blaming an employee’s performance.
How 29-day customer follow-up calls build trust and long-term loyalty.
How company-wide training events reinforce culture and accelerate growth.
The leadership mindset required to build a business that succeeds without depending on one person.
Strong businesses are built by protecting culture, developing people, and leading with both accountability and compassion. Matt’s leadership philosophy demonstrates that long-term success comes from investing in your team, making values-based decisions, and creating an organization where everyone has the opportunity to grow.
remarkableresults.biz/e1100
From Data to Loyalty: How AI and Hospitality Are Redefining Shop Growth [THA 488]
What happens when artificial intelligence meets world-class customer hospitality?
In this episode of Remarkable Results Radio, host Carm Capriotto welcomes Mike DelaCruz, CEO of Overdryve Marketing, and Michelle Tansey, co-founder of Euro Clinic, for a forward-thinking discussion on how auto repair shops can use AI, data, and intentional customer experiences to build stronger businesses.
From using AI as a strategic business assistant to creating a luxury-level customer journey that rivals brands like Ritz-Carlton and Nordstrom, Mike and Michelle share practical insights on what separates average shops from elite operations. They explain how predictive marketing, operational excellence, and deeply embedded core values can transform customer retention and long-term profitability.
What You’ll Learn
How AI can serve as your shop’s “big brain” to improve decision-making and uncover blind spots.
How predictive marketing can forecast car count, identify customer churn, and improve campaign performance.
The concept of the “NASA Shop” and what elite automotive operations do differently.
How Euro Clinic creates unforgettable customer experiences through personalized hospitality.
The importance of building systems and processes around your shop’s core values.
Why strong operations must come before marketing success.
How small communication changes can dramatically improve customer trust and confidence.
The role data plays in making better business decisions and reducing emotional guesswork.
The future belongs to shops that combine technology with humanity. AI can provide unprecedented insight into customer behavior and business performance, but lasting success still comes from exceptional service, consistent operations, and a culture built around caring for people. The shops that embrace both innovation and hospitality will be the ones that stand out, retain customers, and thrive in the years ahead.
remarkableresults.biz/a488
Failing at Retirement: Building Eight Shops in Eight Years [THA 486]
Carm Capriotto talks with Matt Curry and Judy Curry of Craftsman’s Auto Care about building one of the automotive industry’s most respected multi-shop operations twice.
After growing Curry’s Auto Service to 10 locations and retiring in 2013, the Currys returned to the industry with a new vision, launching eight Craftsman’s Auto Care locations in eight years. Matt shares his role as the visionary leader driving momentum and ideas, while Judy explains how operational discipline, marketing, and customer experience keep the business grounded and scalable.
The conversation explores their “5 Ps” philosophy: People, Policies, Processes, Procedures, and Profits, along with their commitment to employee development, strong culture, customer transparency, and community involvement. The Currys also discuss how Digital Vehicle Inspections and an intentional customer experience helped them earn nearly 10,000 five-star Google reviews.
What You’ll Learn
How Matt and Judy Curry scaled multiple successful shop operations
Why leadership balance and “staying in your lane” matters
The “5 Ps” framework for building a strong shop culture
How employee investment drives long-term success
Why transparency and DVIs build customer trust
How culture and customer experience fuel growth and retention
Sustainable growth in automotive repair comes from more than technical expertise. It requires intentional leadership, strong systems, a healthy culture, and a commitment to both employees and customers.
remarkableresults.biz/a486
The Rise of the Specialist: Redefining Automotive Professionalism [THA 485]
Host Carm Capriotto is joined by shop owners Craig Noel, Brett Beachler, and Tom Palermo for an important discussion on how “The Rise of the Specialist” is moving from idea to implementation inside automotive repair shops across the industry. Written by Carm Capriotto, “The Rise of the Specialist” is a growing movement and declaration designed to elevate the language, image, professionalism, and culture of the automotive service industry.
In this episode, the panel shares how they are actively implementing “The Rise” within their own businesses, from changing terminology and redefining job titles to elevating customer communication, shop presentation, and team culture. The conversation highlights the real-world challenges and successes of shifting away from outdated labels like “mechanic,” “wrench,” and “technician” and embracing the more professional and accurate title of “specialist.”
Carm explains that this movement is more than a branding exercise; it is a professional evolution aimed at helping the industry better reflect the expertise required to service today’s highly advanced vehicles. Modern automotive professionals are diagnosticians, calibration experts, technology specialists, and problem-solvers operating in one of the most sophisticated skilled professions today.
Throughout the discussion, the shop owners explain how adopting the language and principles of “The Rise” has strengthened team pride, improved customer trust, and helped create a more professional identity within their organizations. The panel also explores how service advisors play a key role in communicating the value of diagnostics, testing, and specialist-level expertise to clients in a way that builds understanding and confidence.
The episode draws powerful comparisons to professions like medicine and culinary arts, emphasizing that automotive specialists deserve the same respect given to highly trained experts in other industries. Just as chefs and medical specialists earn recognition through mastery and continuous education, today’s automotive professionals must also be seen as specialists whose expertise protects the safety and reliability of every vehicle entrusted to them.
“The Rise of the Specialist” has already gained momentum throughout the industry. Carm’s signature keynote, The Rise of the Specialist, has been delivered to influential audiences across North America, including the ASE Board of Governors, Ford Motor Company, and hundreds of forward-thinking automotive professionals.
What You’ll Learn
Why “The Rise of the Specialist” was created and what it represents
How shop owners are implementing “The Rise” in their businesses
Why the industry must move beyond outdated titles like “technician” and “mechanic”
How language shapes customer perception, professionalism, and team culture
The role service advisors play in explaining specialist-level diagnostics and repairs
How hospitality, presentation, and communication strengthen customer trust
Why this movement can help attract the next generation of automotive professionals
This episode demonstrates that “The Rise of the Specialist” is no longer just a concept; it is becoming a real cultural shift within the automotive industry. By adopting language that reflects expertise, elevating professionalism throughout the customer experience, and embracing the identity of the specialist, shop owners are helping reshape how the industry sees itself and how the world sees it.
Download ‘The Rise of the Specialist’: https://remarkableresults.biz/rise
remarkableresults.biz/a485
Auto Repair Marketing Isn’t What You Think (AI Is Changing Everything) [RR 1090]
Dan Vance, CEO of Shop Dog Marketing, challenges how auto repair shops think about marketing in today’s AI-driven world. The conversation goes beyond websites and SEO, exploring how real marketing lives in every customer interaction and how tools like ChatGPT and Google AI Overview can become powerful strategic partners.
What You’ll Learn
Marketing Is Bigger Than Digital Tactics: Most shops mistake marketing for SEO, ads, or websites. Dan reframes marketing as the entire customer experience, from the way a repair is explained to how a customer feels in your waiting room. The shops that win combine smart digital strategy with authentic human connection.
Why “Precious Moments” Builds Powerful Brands: Small, meaningful experiences, like a child choosing a toy or a team member giving back to the community, create emotional anchors. Capturing and sharing these moments builds trust and a brand that customers remember and talk about.
How E-E-A-T Drives Visibility and Growth: Search engines prioritize Experience, Expertise, Authority, and Trust. Shops that intentionally showcase these qualities can outperform larger competitors. Long-term credibility matters more than short-term ad spend.
Using AI as Your Strategic Thinking Partner: AI isn’t just a tool; it’s a collaborator. Dan shares practical ways shops can use it: Identify dealership weaknesses through review analysis and position your shop as the better alternative. Understand your shop’s real online reputation, both strengths and blind spots. Improve hiring by comparing candidates to your top performers and analyzing interview traits.
Stop thinking of marketing as something you do and start seeing it as something you are. When you combine authentic customer experiences with the strategic power of AI, you don’t just compete, you create momentum that builds trust, visibility, and long-term growth.
remarkableresults.biz/e1090
Build Customer Loyalty: Branding, Event Planning, and Community [RR 1088]
In this episode, Carm Capriotto talks with Lola Schmidt, co-owner of Schmidt’s Auto Care, about how shops can rise above the “ordinary” perception of auto repair through intentional event planning, meaningful community engagement, and a fully integrated branding strategy.
Key Topic Points
Make the Shop an Experience: Auto repair isn’t naturally exciting, so shops must create memorable, in-person experiences that bring customers into the bays and build real connections.
Community Events That Matter: Hosting hands-on events, like Girl Scout badge workshops and “Tiny Tech” days, creates lasting impressions and builds trust far beyond what social media can achieve.
Differentiate with Purpose: Identify what makes your shop unique (4-day workweek, curbside service, in-house specialties, team talents) and turn those into consistent marketing stories.
Branding is Everything: From clean visuals and a great-smelling shop to honest, pressure-free service, every touchpoint contributes to a 360 brand experience.
Elevate the Customer Experience: Replace cheap swag with thoughtful, useful gifts that customers actually value, creating a lasting emotional connection.
Create Memorable First Impressions: A curated “unboxing” experience for new customers sets the tone and reinforces your brand from the very first visit.
Respect the Customer’s Time: Efficiency and convenience are key drivers of loyalty; customers will travel further for a shop that consistently delivers both.
Standing out in today’s automotive industry requires more than great repairs; it demands intentional experiences, clear differentiation, and a commitment to making every customer interaction memorable.
remarkableresults.biz/e1088
Your Shop Might Need Marriage Counseling: Fixing Communication in Auto Repair [RR 1087]
Recorded live at VISION 2026, host Carm Capriotto and Matt Fanslow explore how lessons from marriage counseling can improve communication in auto repair shops.
The core discussion centers on Matt’s article for NAPA Auto Care’s Insight Magazine, “Your Shop Might Need Marriage Counseling,” and the industry’s gap in soft skills. His central argument is simple: most automotive professionals were never taught effective communication or soft skills. In the past, shop culture often relied on public criticism or shame to correct mistakes. Today, that approach backfires, especially for younger technicians, who are more likely to disengage or “quietly quit” in that kind of environment.
Matt proposes a different approach: applying communication techniques commonly used in therapy to everyday shop interactions.
Drawing from the Gottman Institute, Matt outlines common communication pitfalls: criticism, contempt, defensiveness, and stonewalling, and how they show up daily in shop environments.
Key solutions include:
Validating feelings, especially with anxious customers
Coaching without shame, addressing mistakes privately with support
Seeking outside perspective, using coaches or therapists to uncover blind spots
Finally, both Carm and Matt challenge the stigma around seeking outside help. They encourage shop leaders to work with coaches, counselors, or therapists to uncover blind spots and improve their leadership approach. Far from being a weakness, asking for help is framed as a sign of strength and self-awareness.
The goal isn’t to turn shops into therapy sessions; it’s to make small, intentional changes in how people communicate every day. The payoff? Fewer emotional blowups, stronger team culture, and customers who feel safe, heard, and respected.
VISION Hi-Tech Training and Expo: https://visionkc.com/
remarkableresults.biz/e1087
The “Monster” in Your Head Is Costing Your Shop Money [RR 1086]
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.
remarkableresults.biz/e1086
Batman Needs a Robin: Meet Your Shop’s New Sidekick Ninja App [THA 479]
Recorded live at VISION 2026, host Carm Capriotto is joined by Jeremy Glassco of AppFueled and shop owner Joe Schindler to explore how auto repair shops can better connect technology with customer engagement.
Gladsco introduces the concept of the “App Gap,” explaining that while consumers frequently engage with apps from major brands, auto repair shops struggle with adoption because customers only download apps they trust or see immediate value in. To bridge this gap, he emphasizes delivering clear incentives and meaningful engagement.
A key innovation discussed is “Sidekick Ninja,” a Chrome extension tool that complements the shop’s management system by surfacing real-time customer insights, including communication history, profile data, and available offers, directly within the advisor’s workflow. This integration ensures no missed follow-ups, rebates, or opportunities to enhance the customer experience.
Schindler also highlights strategies to protect shop profitability, including gamifying customer engagement within a shop app. By rewarding users for actions such as adding vehicle details or personal information, shops can gather valuable data while encouraging deeper engagement.
Ultimately, the episode reinforces that when technology is used to enhance, not replace, the human connection, shops can create better experiences, stronger relationships, and more consistent growth.
https://www.appfueled.io/sidekick-ninja
VISION Hi-Tech Training and Expo: https://visionkc.com/
Jeremy Glassco, Founder, App Fueled
Joe Schindler, Schindler’s Garage, Floyds Knobs, IN
remarkableresults.biz/a479
The Affordability Myth in Auto Repair: Rethinking How Service Advisors Present Repairs [THA 476]
“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.
remarkableresults.biz/a476