Thanks to our Partners, NAPA Auto Care and NAPA TRACS 

Show Notes

• Watch Full Video Episode
• The Institute of Automotive Business Excellence: https://www.wearetheinstitute.com/
• Introduction to the Episode (00:00:00)
• Importance of Storytelling (00:02:51)
• Jay Leno’s Storytelling Practice (00:03:50)
• Team Chemistry in Sports (00:05:06)
• Scotty Bowman’s Coaching Insights (00:06:29)
• Building Team Chemistry (00:08:00)
• Innovative Recruiting Strategies (00:08:47).
• The Power of the Playbook (00:12:17)
• Measuring Performance (00:13:06)
• Continual Improvement in Business (00:14:21)
• Ketchup Insights (00:15:45)
• Practicing What We Learn (00:20:02)
• Generational Workforce Changes (00:22:11)
• Creating Loyalty in Teams (00:22:55)
• Time Perception (00:23:10)
• Focus and Distractions (00:23:49)
• Engagement in Presentations (00:24:38)
• Struggle and Growth (00:27:26)
• Humility in Leadership (00:28:25)
• Client Experience Officer Concept (00:30:05)
• Philanthropy and Business Success (00:30:23)
• Gamification in Customer Engagement (00:32:36)
• Adapting to Change (00:35:14)
• Networking and Personal Connections (00:36:21)
• Legacy Business Lessons (00:37:08)
• Business Fundamentals (00:39:00)

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/

Connect with the Podcast:

-Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

-Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

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-Visit the Website: https://remarkableresults.biz/

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

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

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

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

The 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/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS 

Show Notes

• Watch Full Video Episode
• Vision Hi-Tech Training & Expo: https://visionkc.com/
• Introduction to the Episode (00:00:00)
• Personal Interaction with Marcus Lemonis (00:03:14)
• Challenges in the Automotive Industry (00:05:10)
• Analogy of Automotive and Medical Fields (00:06:27)
• Three P’s of Business (00:08:31)
• Market Differences: Tale of Two Cities (00:09:40)
• Demographics and Market Understanding (00:11:02)
• Adapting Strategies for Different Markets (00:15:35)
• Customer Service Approach in Monteagle (00:16:34)
• Community Engagement Strategies (00:20:06)
• Challenges of Remote Management (00:21:00)
• Marketing and Community Presence (00:22:00)
• Geofencing Marketing Tactics (00:22:39)
• Billboard Advertising Insights (00:24:04)
• Reputation Management Challenges (00:28:06)
• Building Customer Trust (00:29:56)
• Employee and Customer Care Philosophy (00:32:47)
• Business Name Evolution (00:33:28)
• Customer Experience and Joy (00:36:07)
• Upgrading Facilities for Service (00:36:29)
• Importance of Cleanliness (00:38:03)

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/

Connect with the Podcast:

-Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

-Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

-Follow on Twitter: https://twitter.com/RResultsBiz

-Visit the Website: https://remarkableresults.biz/

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

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

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

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

The 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/

Thanks to our Partners, Shop Boss, and 360 Payments

Emily Chung, AutoNiche in Markham, ON. Emily’s previous episodes HERE

Show Notes:

• Watch Full Video Episode
• Automotive Aftermarket Retailers of Ontario (AARO): https://www.aaro.ca/
• Emily’s Perspective as a Female Shop Owner (00:00:26)
• Challenges and Comments Faced (00:00:56)
• Desire for Business-Focused Conversations (00:01:41)
• Importance of Leadership and Skills (00:02:29)
• Understanding Intentions Behind Comments (00:03:52)
• Common Ground with Male Counterparts (00:04:57)
• Personal Mindset on Success (00:06:04)
• Role Model Considerations (00:06:54)

Thanks to our Partners, Shop Boss and 360 Payments

Shop Boss – Shop Management Software built by shop owners for shop owners. It works the way you need it to, right out of the box. Find on the web at https://shopboss.net

Connect with the Podcast:

-Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

-Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

-Follow on Twitter: https://twitter.com/RResultsBiz

-Visit the Website: https://remarkableresults.biz/

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

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

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

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

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

The Aftermarket Radio Network

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.

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.

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching.

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest.

Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size.

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Tony Molla shares the need for advanced technical skills in today’s automotive careers. The discussion underscores the importance of engaging parents and students, reshaping perceptions of automotive careers, and encouraging industry professionals to actively participate in local educational initiatives to inspire the next generation.

Tony Molla, host of the Team ASE Podcast and also serves as the Texas Field Manager for the ASE Education Foundation.

Show Notes

• Watch Full Video Episode
• https://www.aseeducationfoundation.org/
• Tony Molla’s Background (00:02:45) Tony shares his extensive career in the automotive industry and his editorial experience.
• Importance of Education in Automotive Industry (00:04:12) Carm and Tony discuss the need for improved education and involvement in CTE programs.
• Changing Perceptions of Automotive Careers (00:04:12) Tony emphasizes the evolving view of automotive careers and the skills required today.
• Role of Parents in Career Choices (00:05:20) Tony explains the influence parents have on students’ career decisions in the automotive field.
• Career and Technology Education Programs (00:06:13) Tony advocates for involvement in CTE programs to build foundational skills for students.
• Post-secondary Program Options (00:07:10) Discussion on the benefits of post-secondary programs for aspiring automotive technicians.
• Curriculum Changes in Education (00:08:06) Carm shares his involvement in updating local college automotive curriculum.
• Challenges in Educational Resources (00:08:55) Tony talks about challenges in funding and resources for CTE programs across the nation.
• Perceptions of Independent Repair Shops (00:11:51) Carm discusses changing perceptions of job opportunities in independent repair shops.
• Importance of Industry Benefits (00:12:49) Tony highlights the need for independent shops to offer competitive benefits to attract talent.
• Diverse Career Paths in Automotive (00:14:56) Carm emphasizes the various opportunities available within the automotive industry beyond traditional roles.
• Investing in Employee Training (00:15:39) Tony stresses the importance of employers investing in ongoing training for technicians.
• The Importance of Passion in Careers (00:20:00) Discusses the necessity of passion for success and financial rewards in any career.
• Career Changes and Opportunities (00:20:26) Tony shares his journey through various career changes and the importance of technical background.
• Finding Job Security in Trades (00:21:24) Explores the idea of job security in trades, emphasizing skill and knowledge.
• Reinventing Yourself (00:21:48) Tony reflects on the need to actively seek new opportunities and reinvent oneself.
• The Value of Technical Knowledge (00:22:35) Highlights how technical expertise can lead to unexpected job opportunities.
• Recruitment Strategies in the Automotive Industry (00:23:40) Discusses the need for businesses to be proactive in finding and recruiting talent.
• Finding the Right Employer (00:25:22) Carm asks for tips on how individuals can identify suitable employers.
• What Students Look for in Employers (00:25:45) Tony explains what younger job seekers prioritize when choosing an employer.
• Importance of Workplace Culture (00:28:38) Emphasizes the significance of workplace culture and employee satisfaction.
• Flexibility and Work-Life Balance (00:29:34) Discusses the increasing demand for flexible working hours and life balance.
• Engaging Young People in the Industry (00:30:37) Tony suggests ways to engage young people in automotive careers through local programs.
• Getting Involved with CTE Programs (00:31:01) Provides information on how to connect with local CTE programs for community involvement.
• Becoming a Community Pillar (00:32:14) Encourages professionals to support and engage with local educational programs.

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR

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

Connect with the Podcast:

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

-Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

-Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

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

Thanks to our Partner, NAPA Auto Care

Recorded Live at Vision Hi-Tech Training & Expo, Carm Capriotto, alongside shop owner Kim Auernheimer and industry professional Tracy Capriotto, dive into a myriad of topics relevant to the industry. They reflect on the evolution of the industry and the significance of the Women in Auto Care conference. Kim discusses her journey managing multiple shop locations and the nuances of catering to different communities, while Tracy offers insights on the benefits of personality tests like DISC for workplace harmony. The trio also examines the double-edged sword of social media’s role in both personal and professional realms, advocating for a more intentional and productive use of the platforms. This episode is a trove of wisdom, emphasizing continuous personal growth and adaptation in a digitally-driven world.

Kim Auernheimer, CS Automotive, 2 locations, TN. Listen to Kim’s Episodes HERE.

Show Notes

• Watch Full Video Episode
• The Women in Auto Care conference (00:00:42) Discussion about the annual Women in Auto Care conference, the value of self-growth, and the camaraderie of women in the industry.
• Shop ownership and expansion (00:01:57) Conversation about shop ownership, the acquisition of a struggling shop, and the differences between two shop locations.
• Understanding personality tests (00:06:08) Discussion about the DISC personality test, its significance, and how it helps in understanding oneself and others.
• Impact of social media (00:12:21) Reflection on the impact of social media on personal and professional lives, the excessive consumption of social media, and the need to create more and consume less.
• Social Media and Work-Life Balance (00:16:22) Discussion about the impact of social media on personal and professional lives, work-life balance, and the pursuit of validation through likes and comments.
• Authenticity on Social Media (00:17:52) Exploration of the trap of seeking affirmation through social media, the pressure to present a perfect life, and the importance of authenticity in online interactions.
• Influence of Social Media (00:20:02) Reflections on the addictive nature of social media, the impact of following strangers, and the trend of using filters and photo manipulation to create an idealized image.
• Challenges and Social Media (00:23:10) Insights on dealing with challenges and pain points, embracing change, and the need for internal motivation in the face of social media pressures.
• Social Media and Connection (00:27:02) Discussion on the loss of genuine human connection due to social media, the importance of vulnerability and genuine interaction, and the superficiality of online communication.
• Social Media Addiction (00:29:10) Exploration of the potential addiction to social media, the tendency to live vicariously through others, and the impact of social media on isolation and escapism.

Thanks to our Partner, NAPA Auto Care

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

Connect with the Podcast:

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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

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

Connect with the Podcast:

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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

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

Connect with the Podcast

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-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

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-Follow on Twitter: https://twitter.com/RResultsBiz

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-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

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

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

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

Customer amenities aren’t just a snack bar and some coffee k-cups. It takes more to deepen a relationship.  My panel of shop owners goes beyond the free wifi and beverages to really wow their customers and make that lasting impression. Amenities are your ultimate marketing tool for your business. Take Note!

Watch the Episode on YouTube

Rachel Spencer, Spencer’s Auto Repair, Krum, Texas. Rachel’s Previous Episodes HERE

Matt Lachowitzer, Matt’s Automotive Service Center, Fargo-Moorhead, North Dakota and Minnesota. Listen to Matt’s previous episodes HERE

Jorge Gilligan, Revolution Motor Works, Finksburg, MD Listen to Jorge’s Episodes HERE.

Key Talking Points

• Why Amenities- loaner cars, coffee, tea, branded water bottle, free wifi, hand sanitizers, ice scrappers, little things make a big difference.
• Customer experience- ‘be so good they won’t forget you,’ it’s your ultimate marketing tool. Customers expect the repair to be done correctly, but what gives them a lasting impression?
• As an owner, show your team members and vendors the same amount of service as you do your guests
• FORD- family, occupation, recreation, dreams
• Any car seat gets a buckled bear in the car seat by technicians- notes are saved in a customer file
• Wow Budget- empowered employees
• Swag- normally under $1, $30-40 swag bag for VIP customers
• “Any way you slice it, we’re grateful for you” $1 pies for customers with VIP card
• “Thanks for being the heart of our business” Valentine’s day mug of treats
• “Thanks for making our spirit’s bright” Christmas Candle
• “We like the way you roll; thanks for coming in.” Tootsie roll
• Here is a picture from Matt Lachowitzer. A welcome to his customer:

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

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

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

Nothing beats live in-person industry events. There is power in the collaborative minds from around the country in one room. The podcast attended the 2022 Elite Invitational in San Diego and we recorded some incredible stories with essential aftermarket voices. At the end of the conference, I had the idea to grab Jim Murphy, Gene Morrill, and Joe Marconi for a recap of the event and their perspectives on our industry. Keep listening, you have the best seat in the house right next to these 3 aftermarket icons.

Gene Morrill, Certified Automotive in Glendora, CA. Business Development Coach with Elite Top Shop 360, Elite Worldwide. Gene’s previous episodes HERE

Joe Marconi, Executive Council Member, Elite Worldwide. Joe’s Episodes HERE.

Jim Murphy, Pro Service Leader, Elite Pro Service Program, Elite Worldwide. Jim’s previous episodes HERE

Key Talking Points

• Guiding, not telling what to do
• Takeaways- more young people attending, non Elite clients attending, finding your ideal customer (the 20%), customer base still referring to technicians as ‘mechanics’
• The Bob Cooper Experience- presence and ethics
• Implementation is the key to acquiring knowledge
• Changing demographic with customers and employees
• Movement of shop owners coming from different careers
• Always move forward, be inspired, attend training, be focused on your employees, empower your employees to create customer experiences, brainstorm opportunities

Connect with the Podcast:

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partner:

Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com



Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years.  He collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill has been a big contributor to the podcast and he currently serves on several industries and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE.

Frank Leutz from Desert Car Care in Chandler, AZ.  Frank has a weekly radio ‘call in show’ called ‘Wrench Nation’. . Frank also does a video feature called ‘Inside the Garage’ where he discusses vehicle failures and cures. Listen to Frank’s previous episodes HERE.

Brian Glowski is from South Street Auto Care, Rochester, MI

Key Talking Points:

• Bill and Frank are immigrants
• Bill has a graphic on his wall with the word ‘Welcome’ in over 25 languages
• You’ve got to know how to do business with our diverse clientele and specific cultures
• Your customers may have a language gap and the fear of the unknown on the repair of their vehicle
• There are certain taboos you need to know.
  • Left hand from middle east people is taboo
  • Japanese use two hands
• Easy to develop relationships is you understand their way to communicate
• Show patience and understanding with your customer
  • Why we are different
  • Why we have value to you even though more than what you want to invest in your vehicle
  • Patience with the language barrier
• Most are tight-knit communities
• You need to know how your customers want to be communicated with
• If you are hugger, you need to know how cultures will except that
• Match your customer’s tone and style of communication. Minimize friction. Get to know them
• Why so much?
  • If you answer with a question rather than an answer, it is a totally different dynamic.
  • If you ask, “Do you know what a battery cost?” It starts the dialogue
  • Let me tell you why this costs this much
• Create a relaxed encounter
• You train on your shortcomings. What can we learn from a walkout
• We pay technicians a livable wage is a strong answer the ‘Why So Much’ question 
  • This is what we charge
  • Consider options on parts for your customers, but never negotiate your price only on options
  • Options are key, negotiations are not
  •  Everybody loves the cheap guy
• Different Cultures:
  • Germans love a very direct approach when dealing with business -no fluff here.
  • Italians enjoy getting to know you first with a personal approach before any business dealings
  • Australians are very picky about time –deliver on time every time 
  • Chinese may not accept your gift right away –could take 3 attempts before they are comfortable
  • Japanese frown upon giving or receiving with one hand –both hands out is key 
  • Arabs consider the left hand unsanitary –any usage of such is taboo 
  • Russians may consider smiling as weakness & insecurity 
  • Israelis do not conduct business on Fridays
  •  India -caution on pointing fingers & respectfully expect deep negotiation 
• You need an inviting heart and universal policies and for every customer, you’ll do well
• Kindness is a universal language

Resources:

• A special thanks to Bill Nalu, Frank Leutz, and Brian Glowski for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Dennis Montalbano was born in San Francisco and raised in San Jose. He started his career in the service station business and operated the largest Gulf station on the west coast in volume.

Dennis then became the youngest Snap On Tools dealer at 22 years old and then the youngest Field Manager for Snap On at 30 years old. He moved to Fresno in 1982 with Snap On and purchased German Auto Repair in 1989.

Dennis shares his thoughts and wisdom on telematics and who should own data. He has advice for service writers and shares his views on paying for technician training.

Montalbano also reveals his very simple way to build your own demographic study of all your customers. Dennis also discusses the value that the independent repair providers bring to the motoring public in a very astute analogy vs. big box stores and dealerships.

A classic car collector who owns his first purchased car, a 1956 Corvette that he has owned for over 45 years. He is also a trained California certified Lemon Law arbitrator for over 16 years. Dennis currently serves on the Executive Board of Directors for the Fresno Regional Workforce Investment Board.

As  ASCCA (Automotive Service Councils of California) President in 2011 and again in 2016, his passion for the industry is what drives him to serve.

Overview of German Auto Repair

Feedback, socailly involved and in touch with the show:
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This episode is brought to you by Federal-Mogul Motorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com

Randy Lucyk from Midas in Kalkaska, MI is a very interesting entrepreneur. Randy is one strong aftermarket thinker and informally among Midas dealers he is known as the data and IT guy. We covered some great ground in this episode and I promise a lot of very good gems of wisdom for the taking.

Randy Lucyk proves that even if you are in a small town of 2600 you can have a very strong and growing business and be a very powerful force in helping your community. He is on pace to do just under $1.4M an abnormally large volume for his market size. He’s been in business for 35 years has 12 lifts and has seven technicians at his Midas shop.  He’s got the dents of business hardships that helped guide his current success. Randy and partner/wife Cathy are strong philanthropists in their community. Randy gives you a mix of excellent ideas on how you can grow your business and community involvement for special causes.

Why Listen?

We covered the value of having scoreboards (daily trackers) ingrained in your culture and having your team to be part of setting goals.

Discover what Randy’s #1 financial goal is.

Appreciate the value he has received from the University of the Aftermarket Leadership 2.0 course.

Understand his passion for market demographics and the ‘That won’t work in my market’ mind set.

Regarding Randy & Cathy’s involvement with community; hear his story on working to Drive Out Hunger with fellow Midas owners and how he has embraced Ice Bowl-Disc Golf for Charity (he is challenging all aftermarket players to get involved). They also started a charity because Cathy was asked to help a couple, that had a premature baby, get new tires to improve the safety of their vehicle. For them it was a no-brain’er, because it hit home. They are creating this charity, ‘Tires for Toddlers‘, and you will hear more in the near future. You will be able to get involved in this. See links below.

Listen to Randy talk about demographics and how he beat the odds doing business in his small community where the average income is $40K. He says you can find success where you never expect it to be.

Kalkasa Midas Web Site

Ice Bowl HQ

Tires For Toddlers

Drive Out Hunger

This episode is brought to you by Federal-Mogul Motorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com