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
Become a Thermostat Instead of a Thermometer – Dave Hobbs [RR 601]
Dave Hobbs, the lead technical trainer and course developer for Delphi Product and Service Solutions, Dave Hobbs is back. Dave has graced us recently with his episode 592 talking about how to avoid comebacks with tech talks. He is now offering you his insights on ADAS training virtual classes on how to become a thermostat not a thermometer.
You can find Dave’s other episodes and the key talking points for this episode at remarkablersults.biz/e601Listen and view episode notes
Avoiding Comebacks and More with Dave Hobbs [RR 592]
I’m with the lead technical trainer and course developer for Delphi Product and Service Solutions, Dave Hobbs. Dave has graced the podcast in the past and we are going to do a series of thought-provoking shows just for you.
Dave is tackling comebacks — a real part of doing business. Prevention or minimizing them comes from quality control, high standards and training. He also talks about the Right To Repair, Access to Data.
You can find Dave’s other episodes and the key talking points for this episode at remarkablersults.biz/e592Listen and view episode notes
Electric Vehicles – The Future Unfolds [THA 197]
Welcome to an episode ahead of its time. It may bring forth some brilliant thoughts and strategies moving forward that will help the aftermarket prepare for the future. It will be here sooner than we know.
I’m with John Eppstein, Carolyn Coquillette, Dave Kusa, and Rorry Balmer. We talk about the future with changing technology especially Electric Vehicles. Don’t shy away from this or any other topic that will define your future.
My Academy guests detailed our preparedness, the competitive landscape, predictions, legislation, powertrain, ownership structure, electric vehicles and more along with their recommendations.
If you want the key talking points from this episode, they are already done for you. Go to the show page at remarkableresults.biz/a197.Listen and view episode notes
Secure Vehicle Interface – Standards Evolve as the Vehicle is Part of a Larger Transportation System – Joe Register [RR 582]
We are talking about Secure Vehicle Interface or SVI. We can’t get enough information on the plethora of technology that is happening at an enormous rate. My guest is Joe Register the Vice-President Emerging Technologies at the AutoCare Association. I love talking to Joe and we’ve done episodes in the past with big uptakes on technology. Joe also brought slides with him so we have the video on our youtube channel and on the show page on the website.
Joe Register has over 40 years of experience delivering progressive system solutions to companies in every channel of the Automotive Aftermarket. This is our third interview and we are also doing an ADAS update look for that soon. I love listening to Joe as he is so well connected through his work in helping to create tech and interface standards with ISO (International Organization for Standards) and SAE (Society of Automotive Engineers).
Find the show notes at https://remarkableresults.biz/e582.Listen and view episode notes
Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California. With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online,…Listen and view episode notes
RR 488: Bill Hanvey and Paul McCarthy Builds A Strong Commitment to the Service Professional
My guests today are the aftermarkets leading advocates and voices; Bill Hanvey, President, and CEO of the AutoCare Association and Paul McCarthy, President of the Automotive Aftermarket Suppliers Association (AASA). Both are leading the industry towards a brighter tomorrow!
As AAPEX 2019 began we were told of a renewed commitment to the service professional. It is evident with the announcement that Repair Shop HQ will be a stand-alone venue at AAPEX 2020. It will be a homecoming event for all in the industry. My guest’s organizations jointly lead point on AAPEX as one of the world’s largest aftermarket events.
In this episode, you also hear Bill and Paul share some cool behind the scenes stuff from AAPEX and hear about the keynote speaker President Bush, and you’ll get a sense of the size and scope of the industry you earn your living in.
Both AutoCare and AASA are running hard on Your Car. Your Data. Your Choice. Initiative. You must, I repeat MUST get involved. While you are listening, if you aren’t in your vehicle, get to the internet key in yourcaryourdata.org and complete the petition. Also, get your customers involved. Get this story told; this will affect your business and your customer’s ownership of their data. We need millions of signatures. If you ‘ve ever thought of helping your industry, completing this petition is one of the most important things you can do. Yourcaryourdata.orgListen and view episode notes
RR 487: Joe Register – Will You Be at the Forefront of Technology?
Joe Register, Vice-President Emerging Technologies at Auto Care. Joe has over 40 years of experience delivering progressive system solutions to companies in every channel of the Automotive Aftermarket. You owe it to yourself to listen to Joe’s previous two episodes 381 and 442.
This episode shows you that there is no hiding from technology. Adapt or Fade. Joe reiterates standardization, immersive perception tech, ADAS, Dedicated Short Range, Security, Safety, Communication, 5G, Re-Calibration, OE operating specs, and so many more.
Joe says that Technicians must continue to train because of the new tech coming. They will have great job security. Shops will need to charge enough to pay for access, systems, and their communication diagnostician specialist to get the vehicle back into OE operating specs.Listen and view episode notes
RR 475: Dirk Fuchs and Jeff Will System Training Impact a Technicians Ability to Diagnose and Improve Shops Profits
Why do we shun training? It is a huge industry problem. Our trainers know that the same people show up time after time. Not many new faces. What does that say about the state of our industry? Why do we ignore the power of training? Do you know that it supports your efficiency?
In this episode, Dirk Fuchs Technical Training Manager at ZF Group and Jeff Bly NAPA Autotech Curriculum Developer say that many young industry techs want and need training. But why aren’t they getting it? Why do Canadians show up for training at greater numbers than in the US? What are regarded as preferred training methods in the US versus European; knowledge-based or solutions based training? All of these questions will be answered in this podcast.
This episode will open your eyes to possibilities for you and your future in the industry.Listen and view episode notes
RR 473: Derek Kaufman on Augmented Reality – A Future Game Changer
Derek Kaufman, a managing partner of Schwarts Advisors digs deep into the world of Augmented Reality. If AR lives up to its promise of faster diagnosis and faster part removal and replacement, the increase in bay turns will be the return on investment shops need to justify this technology.
Derek says Augmented reality will be an important tool in our not too distant future. The Army and Airforce mechanics have been using augmented reality for a few years to repair really sophisticated electromechanical systems.Listen and view episode notes
RR 469: Technology and Telematics Forum 2019
This episode contains transformational information that you’ll need to know and want to know. The more you know the better decisions you’ll make in steering the strategy of your business. Better yet the knowledge will keep you on your tech edge.
We heard topics ranging from the psychological effect of autonomous vehicles, simulated augmented reality testing, and specific strategies from Ford and GM. We learned about the work of Debra Bezzina the Managing Director of the Center for Connected and Automated Transportation, University of Michigan Transportation Research Institute. Trust me you’ll want to hear about what Debra is working on.
This ‘brain drain’ panel includes Bill Nalu of Interstate Auto Care in Madison Heights, Michigan and Frank Leutz from Desert Car Care in Chandler, AZ.
Find the talking points and the Bios at remarkableresults.biz/e469. My big take-a-way is the discussion of balancing cybersecurity and access to data. As I said earlier, get your geek on!Listen and view episode notes
Privacy, Data Ownership and Cybersecurity – Threats to the Automotive Aftermarket
Carm Capriotto with Bob Redding ASA’s Legislative representative, Frank Leutz who is the COO of Desert car care in Chandler, Arizona, and Brin Kleine who is the owner of Assured Auto Works in Melbourne, Florida. Today we discussed Privacy, Vehicle Data and Cybersecurity.
ASA has one powerful representative in Washington in Bob Redding and anytime you can get to listen and get guidance from Bob you need to invest your time. Privacy, Vehicle Data and Cybersecurity are huge topics and we covered them a lot recently and for you, knowing as much as you can will help get laws passed that will not only benefit your clients but the aftermarket.
You may be skeptical, hesitant and maybe you just don’t the magnitude of this issue. Privacy laws could potentially derail the current aftermarket shop owner’s business model due to bad legislation and confusion. As you school yourself with this episode step up and get behind the effort for privacy, data and cybersecurity.Listen and view episode notes
What Are The Puts And Takes In Servicing Vehicles Equipped With Advanced Technologies And Automated Driving Functions – ADAS
Vehicular data is important for various reasons ranging from collisions to communications and safety. With the advancement in technologies and improved automated driving functions, data and vehicle information is vital to the future of the aftermarket.
My guest is Joe Register who is the Vice-President Emerging Technologies at Auto Care. This is his second interview. His first episode was episode 381 which talks about SVI (Secure Vehicle Interface). In this episode, we discuss the technologies and features that keep consumers safe. With a focus on calibration and self-calibration, we speak to the vehicle data privacy and the investment in ADAS calibration training and equipment among others.Listen and view episode notes
Amending Legislation for Telematic Data Ownership – RR 440
My guest is Bill Hanvey, President and CEO of the Auto Care Association. Bill is engaging the automotive aftermarket to get involved in letting your legislators know the issue about data. Your help is needed to help in amending the right to repair legislation. Learn everything you can about this fight to amend the right to repair legislation. Ownership of Vehicle Telematic Data Must Flow to the Vehicle Owner.
Do you know that a car collects data as you drive? By 2022, 87% of new vehicles will be transmitting telematic data wirelessly. But who owns the data? The car manufacturer does. Without access to data, the independent service professional will not be able to get specific diagnostic data from the vehicle.Listen and view episode notes
Geek Talk 2.0 Part Three – The Independents Biggest Competitor
This episode will enlighten and open your eyes to who are the biggest competitors of the independent shops; how to deal with them and how to market against them. Some important stats presented shows how market share is changing.
The panel includes Greg Buckley, CEO of Buckley Personalized Auto Care in Wilmington, DE, Chris Cloutier, co-owner of Golden Rule Auto Care in Dallas Texas and CEO of AutoText Me and Karim Morsli owner of Winkler Automomotive in Gaithersburg, MD.Listen and view episode notes
ADAS is the Next Big Thing. Advice from an ADAS Calibration Shop.
Matthew Roayaee is franchise owner of Auto Check- Cypress Station in Katy, TX. Matthew brings his insights as an ADAS calibration shop. Matthew made the investment in ADAS calibration and he shares his strategy and challenges for being an early adopter.
Learn why Matthew Roayaee decided to invest in ADAS calibration. You’re going to get his perspectives on his challenges, what he recommends shop owners do to meet this head on and other wide open topics like barriers to entry, and training among other important issues.Listen and view episode notes
Repairing and Diagnosing Tomorrows Tech With Access and Authority Using Secure Vehicle Interface
Joe Register is Vice-President of Merging Technologies at the Auto Care Association.
Joe is on the cutting edge of technology as it affects our industry and to be at the table as it relates to who owns the data and who can have access to it. In this episode, we will be discussing how SVI: Secure Vehicle Interface can have an impact on our future by authorizing and authenticating who can have access to vehicle data.
Although the standards and implementation strategies continue to be developed, you will understand the significance that SVI will have on the aftermarket.
Authorized access to vehicle data will not only help in the vehicle repair, but help users understand the automotive/driver behavior, surroundings, status of the vehicle, entertainment, lifestyle, and everything you can muster in a connected car that brings safety and security for its owners.Listen and view episode notes
Defend Our Marketplace – Keeping Up With Connected Cars
Our ASCCA Connected Cars Panel; Carolyn Coquillette of Luscious Garage, San Francisco, CA, Dave Kusa of Autotrend Diagnostic, San Francisco, CA, and Niko Sougias of Charlie’s Foreign Car Service, Encinitas CA help us better understand the impact of the connected car.
The Panel discusses how the committee defends our ability to do business in the automotive aftermarket, current outlook on Connected trends, and Why is ASCCA focused on Connected Cars.
Learning and understanding this episode grants us the wisdom to either adapt or become obsolete. Continuous learning and being prepared for autonomous cars are one of the few things we need to do as we look to stay ahead of the curve.Listen and view episode notes
Father and Son / Owner and Prodigy
Scott and Michael Waddle of Precision Auto Service, Langley, British Columbia. Shows us that a tandem of father and son can unlock different creative and innovative skill sets applicable to the modern shop of today.
Listen to how Scott is nurturing his son’s gifts and transforming them into assets their shop can use. Michael’s innovative work on automotive electrical and lighting systems is phenomenal considering that he is 15 years old this year. Even though Michael still can’t do the heavy lifting within the shop, this doesn’t stop him from his creative thinking. He is creating apps for the business. Learn about them.
Scott continues to provide training and enrollment plans for his son’s future providing an inspiration to every family owned shop and maybe a succession strategy too.Listen and view episode notes
Niche. Finding Specialties to Create New Business Services.
A very interesting summit, a lesson for the forever student of the aftermarket. We’re talking Niche or Finding Specialties to Create New Business Services. A vibrant discussion to challenge the use of your talent and facility and to listen to your customers and find out exactly what they want and need from you.
The panel warns you to keep your eyes open. The shift is coming. Toss out those unprofitable jobs. Clean out your closet. Review your current business model. We will not survive doing what we always have done.
The panel will help you understand How to consider a specialty, product based niche vs. service based niche; but an overlying theme is to be sure the basics are being done right. You cannot add a new service if you don’t aren’t fixing your customers’ problem right the first time. Get your house in order before adding.Listen and view episode notes
Smartphone on Wheels.
Tracy Martin has authored six Motorbooks Workshop Series and writes articles for industry and trade magazines. His articles of late are focused on the connected car.
Our cars today are becoming if not already became smartphone on wheels. If this is the case, then all threats that are threatening our computers at home and our mobile device could potentially harm our cars as well. There are instances of factory system hacking and car software hacking that heightens our concern.
We talk cybersecurity concerns, the evolution of techs needed to fix the vehicles of the not too distant future and a better encryption protocol. Tracy says that you must be aware of the risks that can and will be present as the future unfolds.Listen and view episode notes
Looking Thirty Years Into the Future
The evolution of electric, hybrids, hybrid/electric and the internal combustion engine and how we will do business in the future. Deb and Craig Van Batenburg share their view of the pace of tech changes and evolving business models.
Craig believes in zero emissions and that climate change is real. He feels that students at high school and college level must learn to work on hybrid and electric cars and that the transition from the internal combustion engine will happen faster than anyone knows. The driver for a rapid change will be the cost of a barrel of oil.
Deb and Craig are sought after speakers and trainers for OE, aftermarket and through worldwide clients. Their training company, Auto Career Development Center (ACDC) is all hands on and only accepts nine students per class.Listen and view episode notes
Are You Prepared To Change?
Jeremy O’Neal from Freedom Automotive and AdvisorFix, Barry Barrett from RLO Training and Chris Cloutier from Golden Care Auto Care and Autotext.me bring a lively discussion and debate on the need and necessity of change.
President John Kennedy said: “Change is the law of life. And those who look only to the past or the present are certain to miss the future.” We all realize that our industry is in constant change, however many do not embrace the vision necessary to keep pace and improve.
Listen to how these aftermarket professionals look at and embrace change. It is part of the vision. We cover two ways leaders lead. First is the fear of change, and second is that we are willing to change as long as there isn’t any pain.
We get into communications, connecting, and that winners and losers have one thing in common. Listen to find out what it is.Listen and view episode notes
Ask for help. Offer help. Reaching out to help your peers.
Become the fly on the wall at ASA Northwest’s training event, ATE, and listen to an enlightening panel discussion with Butch Jobst, the ASA Northwest Chairman of the Board from B & B Automotive in Aberdeen, WA, Brian Smith the ASA Northwest Immediate Past Chairman of the Board form Gig Harbor Automotive Service in Gig Harbor, WA and Bryan Kelley the ASA Northwest Chairman-Elect from Valley Automotive Electric in Covington, WA.
The panel was very transparent on their own business career’s and they offered up their wisdom on coaching, the E-Myth, the power of networking and the invisible hand of ASA Northwest, the opportunities for growth with the aging vehicle car parc and embracing advanced technology.
There is a strong message to young shop owners that cannot be missed.Listen and view episode notes
Is The Industry Ready For A Diagnostician Learning Platform That Is Deeply Connected To The Industry?
Diagnostic Network, Scott Brown’s new venture, will be a learning platform and open a deep channel of communication for diagnosticians and aspiring diagnosticians while connecting the industry that provides the products, services, information and training to the marketplace.
If you earn your living in the aftermarket, and for that matter serving the motoring public, you’ll want to give this episode a serious listen as Scott unveils his plans for Diag.net that will focus on the diagnostician.
Scott shares his vision along with the industry collaboration he is building to create a very powerful repository of aftermarket intellect. Peer discussions and peer reviews will be part of this program to help refine the rich content.
There isn’t a clearly defined guideline as to the skill set you need to be competent in this industry. Scott sees the creation of the right building blocks for training and says it is time to break the mold and to improve engagement and transparency.Listen and view episode notes