Decades Archives - Remarkable Results Radio

Beyond Kumbaya: 3 Steps to Real Employee Buy-In [RR 1035]

Carm Capriotto, AAP — Tue, 15 Apr 2025 05:15:00 +0000

Thanks to our Partners, NAPA Auto Care, NAPA TRACS and Automotive Management Network

Recorded at the 2025 Institute Summit, workplace culture expert Dr. Jessica Kriegel discusses her data-driven framework for boosting business performance through clarity, alignment, and accountability, anchored by her “Results Pyramid,” which highlights how beliefs and experiences shape outcomes.

The discussion unpacks what truly defines organizational culture, the power of storytelling to inspire change, and challenges common generational stereotypes in the workplace, advocating instead for a focus on individual motivations and behaviors.

Dr. Jessica Kriegel, Chief Strategy Officer of Workforce and Labor for Culture Partners

Dr. Jessica Kriegel is driven by data and defined by results. She transforms corporate culture for success. As seen on CNBC, MSNBC, CNN, NBC, FOX Business, New York Times, Wall Street Journal, Forbes, and more, Jessica is a household name for all workplace, labor, leadership, women in the workplace, and job markets. Her renowned “Culture Equation” was acquired by Culture Partners in 2021, where she is currently Chief Strategy Officer of Workforce and Labor. https://www.jessicakriegel.com/

Show Notes

Watch Full Video Episode
The Institute of Automotive Business Excellence: https://www.wearetheinstitute.com/
Overview of Dr. Jessica Kriegel (00:00:00)
Three-Step Change Equation (00:02:47)
Accountability in Business (00:03:31)
Results Pyramid Explanation (00:04:11)
Beliefs and Experiences (00:05:09)
Defining Workplace Culture (00:06:50)
Hospital Story for Illustration (00:12:02)
Transformative Change Through Storytelling (00:14:09)
Culture of Caring (00:15:09)
Storytelling in Meetings (00:15:58)
Generational Dynamics (00:17:51)
Technology Adoption Across Generations (00:20:37)
Connecting with Dr. Kriegel (00:22:23)

Thanks to our Partners, NAPA Auto Care, NAPA TRACS and Automotive Management Network

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/

Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com

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The Aftermarket Radio Network: https://aftermarketradionetwork.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/

From Zero to Hero: How did Bret Turn His Struggling Family Business Around? [AW 188]

Carm Capriotto, AAP — Sat, 16 Dec 2023 05:15:00 +0000

“40 plus years in business and we had zero money in the bank.”

Bret shares his journey from struggling to successful business owner, emphasizing the importance of seeking outside help and continuous learning. He discusses the transformation of his business into a profitable venture with the help of a coaching company and the implementation of key profit indicators. Brett also highlights the significance of team training and understanding generational differences in the workplace.

Bret Fadely, Fadely’s Auto Masters & Tires, York, PA.

Show Notes:

Watch Full Video
The rule of holes (00:03:00) Bret discusses the rule of holes and knowing when to stop digging.
Struggling to save the business (00:03:29) Bret talks about the challenges his family’s business faced after his mom passed away and left zero money in the bank.
Turning the business around (00:06:08) Bret shares his resolve to turn the business around, pay off debts, and seek outside help through coaching to achieve profitability.
Learning to run a business (00:12:04) The importance of getting outside help to learn how to run a business.
The importance of team building through training events (00:16:48) Discussing the investment and decision to take the whole team to major training events for team building and a happier work environment.
Understanding and adapting to the younger generation (00:17:52) Sharing the experience of attending a seminar with Sara Fraser on getting to know Gen Z and millennials and the importance of adapting to their work style and slang.
The need to attract and encourage younger people in the automotive industry (00:20:28) Highlighting the importance of changing and adapting the industry to attract the next generation and addressing the tech shortage.

Thanks to our Partner, Dorman Training. Training technicians today for the challenges of tomorrow! https://www.dormantraininglive.com/

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Hiring Gen Z Mechanics [THA 347]

Carm Capriotto, AAP — Thu, 28 Sep 2023 05:15:00 +0000

Carm Capriotto welcomes Sara Fraser and a Gen Z mechanic, Owen Chambers, to discuss his motivations for entering the automotive repair industry. Owen shares his transition from a career in finance to automotive repair, his aspirations within the industry, and the financial consciousness of his generation. The discussion also touches on the cost of entry in the automotive industry, the importance of understanding younger workers’ needs and expectations, and the multitasking habits and attention span of Gen Z. Understanding the motivations, aspirations, and mindset of Gen Z workers is crucial for the future of the automotive industry.

Sara Fraser, Haas Performance Consulting, Sara’s previous episodes HERE.

Owen Chambers, B & G Automotive, Buffalo, NY.

Show Notes:

Watch Full Video
Owen’s motivation for entering the automotive repair industry (00:03:00) Owen discusses his decision to switch from a career in finance to pursue a hands-on career in automotive repair.
Gen Z’s tendency to leave their current jobs (00:04:16) Sara highlights the statistic that 40% of Gen Z individuals plan on leaving their current jobs within the next two years, and Owen shares his perspective on why this might be the case.
The influence of social media on Gen Z’s career choices (00:05:06) Owen discusses how social media, particularly Instagram, influences Gen Z individuals in exploring different career paths and pursuing their interests.
Gen Z’s awareness of mental health (00:08:30) Gen Z’s realistic perspective on time management and the importance of mental health compared to millennials.
Financial consciousness of Gen Z (00:12:12) Gen Z’s focus on financial stability, saving money, and the challenges of high living costs and student debt.
The mindset of Gen Z workers (00:17:21) Discussion about the trade-off between financial stability and job fulfillment for Gen Z workers.
Having multiple jobs and side hustles (00:19:16) Exploration of the trend among Gen Z workers to have multiple jobs or side hustles for additional income.
Employee benefits and expectations (00:23:36) Insight into the changing expectations of Gen Z workers regarding employee benefits, including mental health days and job flexibility.
The concept of unlimited time off (00:25:19) Discussion on the idea of unlimited time off and its potential impact on attracting young people to the automotive repair industry.
The mindset of Gen Z workers (00:27:12) Exploration of the Gen Z mindset, including their tendency to ask for forgiveness rather than permission and their resourcefulness in finding answers and solutions independently.
The importance of explaining the “why” to young workers (00:29:28) Highlighting the significance of explaining the reasoning behind rules and processes to young workers to increase their understanding and compliance.
The multitasking debate (00:32:54) Discussion about the effectiveness of multitasking and its impact on cognitive abilities.
Generation Z’s attention span (00:33:38) Exploration of how Generation Z’s short attention span is influenced by their need to filter through large amounts of content.
Gen Z slang words (00:34:37) Sara quizzes Carm on Gen Z slang words!

Thanks to our Partners Shop-Ware and Delphi Technologies

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management https://getshopware.com/

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. http://DelphiAftermarket.com

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New Age Employees Require A New Way of Thinking [AW 176]

Carm Capriotto, AAP — Sat, 23 Sep 2023 05:15:00 +0000

Pete McNeil discusses the changing needs of employees in the post-COVID workplace, particularly focusing on Gen Z employees. He talks about the importance of providing a positive customer experience and adapting to the preferences and attention span of Gen Z employees. He also discusses the challenges of hiring and retaining Gen Z employees, including the need for benefits, learning opportunities, and potential pay advantages.

Pete McNeil, McNeil’s Auto Care, Sandy and Riverton, UT. Pete’s previous episodes HERE

Show Notes:

Watch Full Video
The Legacy of Old Car Repair Tools (00:01:39) Discussion about displaying old car repair tools in the waiting room to showcase the evolution of automotive technology.
The Importance of Customer Experience (00:07:21) Highlighting the exceptional service provided by a server at a restaurant and the need to recruit service advisors from industries with a focus on customer experience.
Understanding Gen Z Employees (00:08:47) Exploring the characteristics and preferences of Gen Z employees, including their shorter attention span and the need for clear direction and guidance.
Gen Z Challenges in the Workplace (00:09:18) Discussion on the challenges faced by Gen Z employees entering the workplace without prior working experience.
Adapting to Gen Z Preferences (00:12:19) Exploring the changing expectations of Gen Z employees during job interviews, including flexible work schedules and work-life balance.
Creating Hybrid Pay Programs (00:16:38) The need for customized pay programs to meet the diverse needs and preferences of employees, with examples of different pay structures.
Valuing Diagnostic Technicians (00:19:31) The need to compensate diagnostic technicians accordingly.
Specialization and Rewarding Expertise (00:21:31) Highlighting the importance of specialized technicians in areas like transmissions, electrical, and HVAC, and the need to reward their knowledge and time investment.
The importance of involving families in social events (00:26:34) Discussion on the significance of including employees’ families in non-work related special events.
Creating a positive work culture through various events (00:27:29) Exploration of different events, such as boating trips and casino nights, that the company organizes to foster camaraderie and teamwork among employees.
The communication preferences of Gen Z employees (00:29:40) Insights into the communication preferences of Gen Z employees, including their preference for face-to-face interactions and the low reliance on social media for communication.
The changing needs of employees (00:35:23) Discussion about the need for a new way of connecting and learning with the new age employees.
Adding on to the Riverton store (00:35:47) Updates on the expansion of McNeil’s Auto Care in Riverton, Utah, including adding six bays and a warehouse.
Appreciation for Carm Capriotto (00:36:17) Expressing gratitude for Carm Capriotto’s contributions to the automotive industry and the podcast.

Thanks to our Partner, Dorman Products.

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

Connect with the Podcast:

-Join our Insider List: https://remarkableresults.biz/insider

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-Buy Me a Coffee: https://www.buymeacoffee.com/carm

-The Aftermarket Radio Network: https://aftermarketradionetwork.com

-Special episode collections: https://remarkableresults.biz/collections

Auto Repair in the Decade of the Nineties [THA 217]

Carm Capriotto, AAP — Thu, 01 Apr 2021 05:15:00 +0000

Scott Pelava is a Certified Master Auto Technician, L-1 Advanced Engine Performance Specialist and ASE-Certified Service Consultant. In 2015 Scott created the Auto Shop Owners Group (ASOG) on Facebook which today has nearly 5,000 members. ASOG has developed into a 501c3 Educational Foundation whose mission is to enable & empower shop owners to learn and grow to provide the best business environment for their customers, employees and themselves. Scott is also very active in his community. He is currently a third term Lonsdale City Council Member, has held numerous leadership positions with Scouts BSA, and is a director of the Lonsdale Chamber of Commerce. Hear Scott’s Previous Episode HERE

Keith Katz is owner of Quality Service Center in York, PA for the last twenty years and an industry veteran of thirty-seven years. His 7 bay shop has 6 lifts and supports 3 technicians with one service advisor. He is involved with the NAPA Advisory Board and supports the Bridge of Hope organization that helps local homeless mothers find employment and housing for their families.

He is a member of AASP in Pennsylvania and engages ATI as a support partner. Listen to Keith Katz’s previous episodes HERE.

Paul Danner, aka ScannerDanner on YouTube clears up the misconception that his name is not “Dan,” which he gets all the time. People think his name is Dan and he added “ner” to rhyme with “Scanner”? He says it is not true and that that it would be really stupid!!!!

His career in the automotive field started as a junior in high school in 1990. He took two years of auto mechanics in high school, then another two-year program (post-secondary) at Rosedale Technical College in Pittsburgh (where he now teaches). After Rosedale, Paul entered the field and worked full time for about 8 years before coming back to teach at the school. This September 2018, Paul will be starting his 18th year as an automotive instructor. Listen to Paul’s previous episodes HERE.

Ryan Kooiman joined Standard Motor Products full time as a Technician Training Developer in 2010. Previously he was the lead tech/driveability specialist at a 20 bay independent shop in Michigan. He is the founder of West Michigan Auto Repair Society, chairman of the MI chapter of SAE, has attended numerous ASE test writing workshops. He has appeared on TV shows such as the CBS Early Show and co-hosted Car and Driver Radio along with Road and Track Radio. Ryan brings his years of hands-on experience in the shop to the audience in a manner they can relate to and put to use immediately.

In early 2013, Ryan was promoted to manager of the Professional Training Seminars training group, overseeing the scheduling and the work of the SMP training staff. In December 2013, Ryan was promoted to Director of Training. In this role, Ryan oversees the operations of the SMP Corporate Training Center in Irving, TX; oversees the operations and development of the Pro Training group, as well as works closely with the Marketing and Product teams at SMP to ensure that their products and promotions are what they need to be for the automotive technician. Check out Ryan’s other episodes HERE.

Key Talking Points

OBD2An evolution of the first on-board diagnostics systems of the 1980s
Allowed technicians to find out exactly what was wrong with their car through specific codes accessed by a 16 pin connector
Technology/electronic shiftingEveryone is afraid of change
“Books don’t crash”- adjusting to electronic
Handwritten invoices to electronic- learning customer history and shop management systems
Learning foundational principles and true theoryCan still be applied today- everyone adapts differently
Has the customer changed? Yes and noInternet- blessing and curseChat rooms/forums/YouTube- customer’s think they’re educated
“I can get that part online,” and saturated market for different quality parts
“Spend thousand to save hundred”
Looking backNew appreciation for today’s technology and progressing forward- working smarter, not harder
Many transitions- Example rear-wheel drive to front-wheel drive
2nd generation of vehicles- machinery turned to computer-controlled devices
A special thanks to Scott Pelava, Keith Katz, Paul Danner and Ryan Kooiman for their contribution to the aftermarket.
Books Page HERE
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This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com

This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com

Auto Repair in the Decade of the Eighties [THA 194]

Carm Capriotto, AAP — Thu, 22 Oct 2020 05:15:00 +0000

The Panel:

John Bridgwater and his wife own Wright’s Automotive Service in San Leandro, CA. John started to earn his ASE certifications early on and began networking with other technicians and shop owners. John was honored among eleven others as an Auto Care/ASE World Technician in 2015. In order to be considered for this award, you must hold at least 22 ASE certifications. John currently has 49 certifications and he is working on the 50th. John Bridgwater has a very interesting story on his rise to shop ownership. He started in 1987 and became a shop owner in January 2015. John actually was recruited by a shop in the bay area that he and his wife eventually purchased. He waited a long time for the right opportunity. John is also a technical trainer for an aftermarket company. Listen to John’s previous episodes HERE.

Kevin Eckler, a Dad and a mentor along with wife Lisa, own Foreign Car Specialists, in Poughkeepsie, NY. Kevin has been named Albany, NY region’s ASE Tech of the Year 2019 and 2020. He was also voted Best mechanic in the Hudson Valley, which encompasses Westchester, Putnum, Rockland, Orange, Dutchess, Ulster and Greene counties. Kevin is a 40 year veteran of the industry, and still has a love for it and simply cannot understand why anyone would tell a young person to get out while they can, instead of inspiring them to greatness! Kevin’s previous episodes HERE.

Richard Falco Jr. is an instructor for Carquest Technical Institute (CTI). He is an ASE Master Technician L1 with over 25 years in the auto repair industry. His technical experience includes Domestic, Asian, and European vehicles both at the dealership level and as a successful shop owner. He has instructed technicians and college students in all aspects of automotive repair and currently takes care of our customers, for CTI, throughout the southeastern U.S. Listen to Rich’s previous episodes HERE.

Paul Marquardt Started in this business in 1979 as a pump jockey and lube tech. Paul attended various training over the years, some of it daytime training 4 hours of travel time. He bought the business Northwoods Auto Techs, Rhinelander, WI, in 1990 and in 1995 expanded from 2 bays to 5 bays and became a NAPA Autocare center at the same time. He was the NAPA Stevens Point NAPA ASE Tech of the Year from 1999 through 2008 and was the National NAPA ASE Tech of the Year for 2010. Paul Joined the NAPA Autotech training team around 2011 as a contract trainer and have been doing that as well as keeping the business going. Learn of Paul’s Previous episodes HERE.

Key Talking Points

Many technicians and shop owners started pumping gas ‘Pump Jockeys’ at full-service stationsPaul and Rich pumped gas when they started. Groomed into the shop
1986 Ford was fuel injected. The learning curve happened after that.You learned about new tech via trial by fire
You could diagnose carburetors with your ears and vacuum Gauge
Many had great mentors that were very instrumental in teaching them
Kevin worked at the dealer because he thought it was the mecca of technician jobsHe graduated top of his class from Rhode Island Technical Institute
The dealer was the place you worked because it was considered a careerIt may not apply today
Chrysler Caravan debuted in the 80sHad a Mitsubishi motor
It set the pace for the future of SUV’s and Crossovers
IROC-Z debuted in the 80sRich owned one
When the phone rang in the 80s you had a high potential that they would become a customerToday it can lean toward pricing
Pricing of parts was from different color sheets
They don’t miss paper catalogs or manuals
Paychecks went into race cars
Boomboxes with 12 D cell batteries were the norm
Some starting pay rates today are not as strong as some were in the 80s. Rich Falco’s story.
Safety is very important. Gloves, use proper equipment so you protect your body. Hearing protection. Years later these professionals would have done it differently to protect themselves
So many warnings about the new tech – It Won’t Last. Who knew!!!
Have a different hobby than what you do for a living

Resources:

A special thanks to John Bridgwater, Kevin Eckler, Rich Falco, and Paul Marquadt for their contribution to the aftermarket.
Books Page HERE
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com

Decade the Seventies – Talking Auto Repair [THA 184]

Carm Capriotto, AAP — Thu, 13 Aug 2020 05:15:00 +0000

Chris Chesney is theDirector of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member. Visit Chris’s previous episodes HERE.

Mitch Schneider is a fourth-generation “mechanic/technician” recognized as a champion of service dealer and technician causes. Mitch is an award-winning journalist, former shop owner, and published novelist. For more than 37 years, Mitch operated Schneider’s Automotive — a successful 6-bay, family-owned and operated service facility in Simi Valley, Calif.

Mitch has recent great news on the biggest challenge in his life as he has taken on Primary Myelofibrosis, a rare bone cancer, head-on. He is in his recovery after a successful stem cell /bone marrow transplant in April 2019. I’m so glad to have him back to discuss his novel Misfire: What to Do When Things Aren’t Running on All Cylinders. Look for Mitch’s other episodes HERE.

Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Find Maylan’s previous episodes HERE.

Bob Pulverenti is the Executive Director of the Independent Garage Owners of North Carolina and show chairman of ASTE (Automotive Service & Technology Expo), prior to working for IGO Bob worked as the Executive Director of SSRSOUNY in Syracuse NY. He had also operated automotive shops in Central NY for 25 years, as a shop owner he was triple certified with ASE & a nine time NAPA/ASE Technician of the year award winner. He holds the AMI Accredited Automotive Manager certification. He sits on the AASP National Board of Directors and is a registered lobbyist. Previous Episodes HERE.

Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq ft shop has 21 lifts with two flats per lift.

Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry previous episodes HERE.

Key Talking Points:

Some big work done in this decade was carburetors
Maylan was a Snap on Dealer and Mitch was a customer
Chris Chesney was also a Snap On Dealer. They kept you in debt so you got up everyday and went to workYou had to pay so you collected from your customer everyday
New Tech: Chrysler Electronic Ignition. No points and condensers. “Space Age Tech!!”
If you did not have a feeler gauge you used a match book cover
Sun engine analyzer. These guys are still waiting to learn how to use it
As is typical with each decade or new advances in technology many did not believe it would last
Bear static balancer and BADA Bubble Balancer to balance tires
New electronic balancer was about $6,000 at that timeTook forever to sell one and to get a shop to buy one
These guys pumped a lot of gas. Most shops sold gas.
Learning how it works was an incurable passion for these guys
Chris Chesney loved the new tech
The more cars at the pumps the more cars came into the bays. The gas pumps was ‘social media’ back in the day
Mitch won a bet if he could field strip a carburetor, $100It took skill to rebuild a carburetor
Electrical and carburetor shops were specialists in the dayThey used a growler to grind the armature
Curiosity drove the technician of the day
To the consumer nothing has changed.My car is broke, fix it
Training was big at dealerships back in the 70’s
General Motors Training Center that provided training to dealer techs also provided training to the independent via their AC/Delco product division
Some training came from the parts people that was more of product training then technical
Everyone was in street racing or drag racing
The techs of the day in the 70’s loved the machine called the automotible
We need to start attracting young people into our industry
Motor and Chilon were the repair manuals necessary to repair cars of the time
Be careful and mindful of the solvents you are working with.Wear gloves, glasses and steel toed shoes

Resources:

A special thanks to Chris Chesney, Mitch Schneider, Maylan Newton, Bob Pulverenty, and Jerry Kezhaya for their contribution to the aftermarket.
Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
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