Sam Craven and Lee Forman [AW 070]
Guest host, Sam Craven, The Garagisti, Houston, TX shares his thoughts on culture, measures and customers. We get a virtual shop tour with Lee Forman of Dynamic Automotive, New Market, MD. And important weekly episode updates.Listen and view episode notes
Rena Rennebohm and Carl Hutchinson [AW 068]
Guest host, Rena Rennebohm, CEO Empowered Advisor and Virtual shop tour with Carl Hutchinson from Complete Automotive, Springfield, MO. The Automotive Trivia Challenge: What year were the first electric door lock and adjusted side mirror introduced respectively?Listen and view episode notes
Steve Finzel and Sara & Chad Kooiman [AW 067]
Guest host, Steve Finzel, Finzel’s Mastertech, Terre Haute, IN and the virtual shop tour with Sara and Chad Kooiman, Ultimate Auto, Sioux Falls, SD. Trivia Challenge: What year did the first “Soccer Mom” minivan debut?Listen and view episode notes
Service Advisor Must-Have Qualities [THA 234]
The service advisor role for the automotive industry is crucial for your business and customers. Sometimes owners try to fill that seat with a warm body without realizing the qualities and communication skills required for that position. It goes beyond being friendly and in this episode, my panel takes a deep dive from different perspectives. remarkableresults.biz/a234Listen and view episode notes
Ask: What Are Your Car Pains? ™ [RR 656]
How do you maintain your health? Do you eat properly, exercise and see professionals with routine appointments such as doctors, dentists, ophthalmologists, and the list goes on. We also see those specialists when we don’t feel well. Now think about your customer’s vehicle. They rely on it for transportation, and it carries precious cargo such as kids, spouses, and pets. Shouldn’t maintaining their vehicle be the same as maintaining your health? This episode with Rob Choisser should get you to re-think what you do for your customer.
remarkableresults.biz/e656Listen and view episode notes
Playing the Long Game [THA 231]
How do you “Play the Long Game?” Are you making an effort every single day or do you tend to coast when things are going well? Forecasting the future should always be on your mind with fresh ideas and plans in place to get there.
In this episode, my panel shares their ‘long game’ on finding technicians, reasons why hybrid and electric vehicle repair is a must and keeping customers for life.
Spoiler alert: they discuss things EVERY shop owner can implement. No excuses, it’s time to dive in.
Don’t forget you can find talking points to all episodes on my website remarkableresults.biz
Shop Owner has a Golf Cart Gold Mine – Mark Reopke [RR 655]
Have you ever thought about small engine repairs in your shop? It’s time to think outside the box and learn from this unique business opportunity Mark Roepke stumbled upon. It’s a lesson to all of us that you need to constantly be adapting and grow in different ways. Golf Carts anyone?
remarkableresults.biz/e655Listen and view episode notes
Selling Batteries with Tom Sciortino and John Armstead [CC 092]
How many batteries are you selling in your business per week and per year? Are you testing each battery that comes through the bays no matter what? You might be missing an opportunity to not only make a sale but also gain a customer’s trust that their battery needs to be replaced before it fails. No one wants to get stuck because of a dead battery. Listen and learn from two guys that aren’t shy about sharing how many batteries they sell per week!
Head to the CarmCast Page on my website https://remarkableresults.biz to listen or watch archived episodes.Listen and view episode notes
Building Customer Trust [THA 225]
We all know building customer trust takes time and doesn’t happen overnight. So when does it happen? It starts with every single touchpoint you make with your customer.
From marketing to the way your storefront looks, and that first phone call, every interaction inches you further in developing trust. Find out how to polish your business in this must-listen episode.Listen and view episode notes
Comebacks: Prevention, Reputation and Cost [THA 224]
How closely do you track comebacks in your shop? Do you look for trends? Is it human error or communication gaps between customer and service advisor, and service advisor and technician? Sometimes the most loyal customers arise from correcting a mistake, but often times we are unaware a mistake even happened. In this episode, my panel dives into the different scenarios that occur during vehicle comebacks and how to correct them.
You can listen and/or watch the video of this episode and find the key talking points at remarkableresults.biz/a224Listen and view episode notes
Drop the Keys and Fix It [RR 641]
Think about the latest procedure or surgery you had. You put all your trust in your doctor and the medical staff as you were getting put under anesthesia. Can we translate that trust into auto repair customers? How do we gain “Here are my keys, I trust you, fix it and let me know when it’s done” type of customers? In this episode, Andy Bizub and Charlie Marcotte break down the fundamentals of connecting with customers and what that means to your business.
The key talking points for this episode reside at remarkableresults.biz/e641Listen and view episode notes
Learn Customer Communication Styles: DISC with Emily Chung [RR 636]
As automotive service professionals, it’s our job to educate our customers and clients. But did you ever stop to think about your approach? What is the best way to efficiently communicate with each individual (client) based on how they like to receive information? In this episode with Emily Chung, from AutoNiche, we discuss how and why it is important to code your customer and train your employees.
The key talking points for this episode reside at remarkableresults.biz/e636Listen and view episode notes
Tires as a Profit Center [THA219]
Did you know that roughly 33% of tires that come through your shop on customer’s vehicles need to be replaced? Are you willing to see that money go to someone else? It’s time to turn your business into a one-stop shop for your customers! Find out how in this episode with shop owners who love tires!
You can also watch the show’s video and get the key talking points at remarkableresults.biz/a219Listen and view episode notes
Lessons on 3rd Generation Family, Networking and the Front Counter [RR 623]
I caught up with Steve Mancinelli, AMAM, who proudly wears the scars of battle as a 3rd generation shop owner. Family business, networking, and learning how to run a great business are challenges we all face and Steve shares his many moves through the labyrinth of barriers that got him to where he is today. In his section of Denver, there have been 6 shops and 23 service bays have closed since the pandemic hit. Either they liquidated, retired, or moved due to high rent in the downtown area during the pandemic. Besides many wise thoughts, Steve talks about women at the front counter.
The key talking points reside at remarkablersults.biz/e623.Listen and view episode notes
The Virtual Service Advisor [RR 621]
Amidst the pandemic scare, shops have taken advantage of VoIP, cloud services and new technologies to serve their customers. Some have had to put their service advisor working from home for various reasons. Imagine having support for your counter in the virtual world. Is there is a future for a Virtual Service Advisor?
Our guest today, Robbie Bunch became a virtual service advisor because of the pandemic and has excelled at it. His previous experience helped make this a reality for a shop he supports. Not only is Robbie Bunch doing Virtual Service Advisor work for a shop he continues to work for his other business “Platform Digital Marketing.”
Robbie and I toss out the idea of creating an entire industry of Virtual Service Advisors to support shops when your business is growing but not in need of a full-timer or when you lose a Service Advisor and while you are looking to hire a new person to rely on a Virtual Service Advisor to take up the slack. This episode will get you thinking.
The key talking points reside at remarkablersults.biz/e621.Listen and view episode notes
Service Advisor Role Play #5 [THA 213]
Our role play subjects cover closing the expectation gap on the appointment setting call and understanding the importance of building anticipation in making the sale after the results of the DVI. We also covered how to demonstrate the effectiveness of the Service Advisor in calming the customer while building value in their services and retaining the sale. Lastly, we talked about the effective way in deferring services at the cash-out. All important and vital in building you or service advisor team.
The panel includes Clint White from Shop Vision, Dan McWilliams from Quality Service Center and Ben Lesueur from Oxford Automotive. They put their service advisor strategies for you to follow.
Find ways to compare and improve your confidence and comfort in the face of your customer. Together we have something here. This episode’s key talking points are already done for you. Find them at remarkableresults.biz/a213Listen and view episode notes
Never the Cheapest but the Best Value Shop – Travis Guy [RR 618]
Welcome to the 618th episode of Remarkable Results Radio.
In keeping with my goal to showcase our young owners and their rise to ownership, you’ll love this story as my Guest Travis Guy came into the family business via the hospitality industry. Specifically Disney. Do you think he may have learned a lot about how to embrace a customer? A fun and transparent interview with Travis, He says he sees the flaws we have as an industry and tells it straight about being paid for our worth and value.
Travis Guy hails from Yourba Linda Auto Service, Placentia, CA along with his brother Tim, and Dad Danny makes up the family business. He gives you a refreshing take on the state of our industry from a young owner’s perspective. We can learn a few things from Travis.
The key talking points for this episode with Travis resides at remarkablersults.biz/e618.
Thanks for being here in the front row of life in the automotive service business.
The Give to Get Principle: How Relationships & Reciprocity Build Raving Fans [RR 610]
We are happy to introduce Jennifer Filzen’s Fifth book which is out now on Amazon. The Book “The Give to Get Principle: How Relationships & Reciprocity Build Raving Fans” is a book that you can use as a tool to give back to the industry and to your community. If you are not involved enough in your community, you should be. Let this episode push you into paying it forward.
Jennifer CEO of Rock Star Marketing, a digital marketing agency, will help you discover these three important principles you need in your life. Your Why, Your Superpower, and Your Attitude. If you only work on these three, you will improve.
The incredibly successful businesses in our industry are extremely community-minded and involved. Use this episode as inspiration to take your community to the next level.
The key talking points reside at remarkablersults.biz/e610Listen and view episode notes
THA 208 Stop Selling From Your Wallet
Too many times we think about our own money tolerance instead of the customer needs. We think what others believe is a lot of money to us is not. We also can’t fathom people paying what they do for services because we would not. We have different lines in the sand when it comes to price perception and if you sell from your own wallet you’ll limit yourself, do what is not necessarily right for your customer and limit your potential, not only for yourself but for the business.
In other words, don’t make the decision for your customer. Let them decide. We play a really insightful game that you need to do with your team.
I’m with Brian Gillis of You Net Results, who brought this excellent topic and the neat game we play, also Andy Arndt of Arndt Automotive in Malta, IL. And Keith Knowlton of LKS Auto Repair, Bremerton, Wa. They bring sound, practical, and professional advice for all of us to stop selling from our own wallets. Too many times we think about our own money tolerance instead of the customer’s needs.
This episode’s key talking points are already done for you. They reside on the show notes page at remarkableresults.biz/a208.Listen and view episode notes
MSO: 18 Team Members Tested Positive for Covid. How We Survived [RR 609]
What can we learn from this unprecedented year? A lot!
Our story today is of a hard hit multi-store operation (MSO) and how it survived 18 team members who contracted Covid-19. The preparation years before Covid-19 was to become a pandemic is the anchor in this story. It is proof of concept. Build a strong culture, put your people first, love your customers, engage all the latest technology and systems, and have strong processes and procedures. With all that in place, you can navigate just about anything.
Dwayne Myers from Dynamic Automotive from Frederick, MD, and his partners, Jose Buesso and Lee Foreman put their company in the position to fight through their Covid-19 barrage and come out the other side in decent shape. Surviving the ordeal was gut-wrenching and thought reflecting. Yet they did. This is homework for you to Listen to Learn Just One Thing!
You can find Dwayne Myers’s other episodes, and the key talking points, they reside at remarkablersults.biz/e609Listen and view episode notes
THA 207 Pre Scheduling Appointments – The Time Has Come
Welcome to the 207th episode of the Town Hall Academy. Right up front l want to warn you. This discussion may just change the way you do business. I want you to give it your all and when done implement the tactics you discover. I know your business will blossom.
Scheduling future appointments is not a new concept. You know about it but have never decided it was good for your business or your customer. We have solid statistics that demonstrate that 59% of your customers are willing and ready to accept a future appointment for maintenance service. Ever walk out of the dentist’s office without your next hygiene appointment. How about a hair salon?
I’m with Bill Thompson, Craig Noel, and Greg Skolnik. Bill Thompson brings his critical data to support this strategy, Greg has been doing this for years and has the data to prove the strength of the strategy and Craig is starting to pre-book now.
There was a ton of passion flowing throughout this episode. I believe you’ll be moved to start in your business. So …. Let’s talk about it.
This episode’s key talking points are already done for you. They reside on the show notes page at remarkableresults.biz/a207. Enjoy.Listen and view episode notes
THA 206 Proof of Concept
The pandemic was the test of preparedness, fortitude, leadership, nerves, among others. Our topic “Proof of Concept” is the story behind the strong getting stronger.
The leaders who listened and implemented the strategies being served up by the industry pundits especially coaches over the last 3 to 4 years found themselves in a good place. You’ve heard them enforce on the podcast, … essential tactics like strong business culture, a commitment to training your team, firing non-productive or toxic employees, DVI, Cloud-based software, text to pay and the list goes on like strong leadership. Smart Marketing. Managing KPIs, Good financial statements, building processes, and systems, Etc, etc. In essence, the strong found their pandemic recovery easier than others. That is what we are talking about today: ‘Proof of Concept’
Joining me is Chris Cotton, AJ Nealey, and Michael Gallini. They all agree that they are in a better spot because they implemented and worked the strategies and tactics that the industry is known to create success and sustainable profits. Glad you are here, Let’s Talk About It.
The key talking points from this episode are already done for you on the show notes page at remarkableresults.biz/a206.Listen and view episode notes
Millennials in High Gear with Sara Fraser Part 1 [RR 603]
Our topic today centers around millennial customers and employees. With me is Sara Fraser. Sara has been a favorite on the show and lives what she teaches as she is a millennial. Each generation has its traits and you must adjust your business to accommodate the millennial customer and employee.
Sara is with Haas Performance Consulting and teaches the millennial story. We look at the millennial customer needs/wants and the same for the millennial employee. This is part one of a two-part millennial series with Sara
You can find Sara’s other episodes and the key talking points for this episode at remarkablersults.biz/e603Listen and view episode notes
THA 203 How My Business Changed as a Result of Covid-19 – A Look Back
A lot has happened as we drew to a close a year considered to be one of the most challenging years in our history.
Today, our topic talks about the changes and the challenges that Covid-19 swept on the aftermarket industry, along with every shop owner and team member. Did you push through? How did you cope? What changed and what changed permanently? These are some questions to reflect on as 2021 is on our doorstep. Reflect on your preparedness to face this unprecedented call to action.
Joining me are for this frank discussion is Jim Hayes, General Manager of Pacific Motor Service — and Dave Martin from Martin’s Auto Repair, Phoenix, AZ
The key talking points from this episode are already done for you on the show notes page at remarkableresults.biz/a203.Listen and view episode notes
Why Fix a Negative Attitude [THA 202]
Statistics and many studies concluded that a negative behavior creates liabilities in the business setting and strains relationships. On a personal level, it decreases productivity and performance. Not only does it damage teamwork, but it also makes for unhappy customers. Our episode today attacks why a negative attitude has no room in our industry!
Joining me is Craig O’Neill, Andy Pollina, from Legacy Auto Tech, Grand Rapids, and Rick White from 180 Biz.
The key talking points from this episode are already done for you on the show notes page at remarkableresults.biz/a202.Listen and view episode notes