My panel, back to discuss the Entrepreneurial Operating System and their annual 2-day meeting. If you are longing to create leaders throughout your company, please follow every episode we’ve done on EOS so you can appreciate the strategy, system, and process of EOS. My shop owner panel has never been so excited and rewarded for having implemented the EOS model. They discuss their 2-day annual meeting with their leadership teams and the powerful team and leadership building that was a result of their annual 2-day. This gives you a glimpse of what is to come if you get on board with EOS.

Carl Hutchinson, Complete Automotive, Springfield, MO. Listen to Carl’s previous episodes HERE

Justin Barrett, Barrett Automotive, Cornelia, GA. Listen to Justin’s previous episodes HERE

AJ Nealey, Nealey Auto Service, Edgewater, MD. Listen to AJ’s previous episodes HERE

Barry Barrett, a Certified EOS Implementer, Find Barry’s other episodes HERE, Barry Barrett Contact info HERE 

Key Talking Points

• A 2-year process with EOS 
• Your team will dream bigger than you can imagine
• You can’t hide with EOS- learn and define who the right people in the right seat is, especially for your leadership team
• 2-day annual off-site during the beginning of the year with the leadership team- not all business, you are able to build trust together with specific exercises, connection, development.Barry facilitates the meetings  
• 85% of companies have different leadership teams by year 1
• Listen to your people- a safe place to voice concerns, blindspots, challenge ideas
• “The last standing ovation that most people get, is at their high school graduation”
• Don’t rely on “Traction” to be your EOS implementor- to be 100% in you will need a certified EOS implementor
• EOS is the foundation to become a multi-shop owner- processes, vision, core values, leadership team
• EOS becomes your own operating system

Connect with the show:

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:

Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com

Carl Hutchinson, Complete Automotive, Springfield, MO has been in the car industry since 1982, but has worked on vehicles long before that time. He has a passion for engineering, for understanding how vehicles operate, and how to repair a customer’s concern. Earlier in his career, Carl started working at a GM Dealership, then went to work at independent repair facilities as a technician and eventually became a service advisor. Carl’s experience in the automotive industry led him to his current position as co-owner with Maureen Hutchinson of Complete Automotive in Springfield MO., where he works every day to provide high-quality, valuable service to all customers. Carl is an Alumni with Ozarks Technical Community College, Springfield MO Campus. He currently sits on the Automotive Advisory Board with Ozark Technical Community College, a member of South East Rotary, and a member of the Springfield Midwest Auto Care Alliance chapter. Carl has his Master ASE Certification, L1 and Service Advisor certification and is an AMI Graduate.

Listen to Carl’s previous episodes HERE

Justin Barrett is the owner and operator of Barrett Automotive, Cornelia, GA. He is excited about the future of this industry with autonomous vehicles and the role the independent repair shop will play in that arena, and with the changing landscape how we are going to have to be nimble and adapt to stay relevant. Leadership is something that is extremely challenging to him but rewarding when done right. He had some leadership failures and wins which are adding to his growth in that area. His biggest challenge right now is the same thing that he is working on and that is building a great team. In the last 18 months, he had gone from leading himself and one other to leading 6 and still adding to keep up with growth.

Listen to Justin’s previous episodes HERE

AJ Nealey got the mechanical bug at a young age playing with Legos. The bug quickly escalated to wrenching on his own car in high school, to his first full-time job as a technician and also to a racing career. He started Nealey Auto Service, Edgewater, MD, out of his one bay garage in 2011 after his racing career came to an end. After he married his wife, Stephanie, in 2014. AJ and Stephanie decided to focus all energy and resources to grow Nealey Auto Service. It all started with taking RLO Training’s Guerilla Shop Management course. Since then, they have grown to a 9 bay facility with 8 employees and have increased sales a total of 1172% since then.

Listen to AJ’s previous episodes HERE.

Jeff Walter, Zimmerman’s Automotive Tire Pro, Auto Sales and Service, Mechanicsburg, PA

Barry Barrett, a Certified EOS Implementer. As an EOS Implementor in his company, Business With Purpose, brings dedicated support to Leadership and Sales teams in all types of organizations, helping them structure the six key components of their business to make it operate with the best processes for their specific industry, using the EOS Model. Barry’s energy is contagious no matter if he is in a session with a client, giving a keynote address, or rolling up his sleeves in a workshop. Barry is a business coach with his positive mental attitude, incredible work ethic, and determination for excellence, his results-oriented approach is matchless. Barry is driven, caring, and passionate; traits that he uses to help his clients grow their businesses in a positive way.

Find Barry’s other episodes HERE.

Barry Barrett Contact info HERE 

Key Talking Points

• EOS Life- Getting time back and living the life you want to live. Do what you love, with the people you love, make an impact on the world, be appropriately compensated, and have time for other passions. “Get stuff done system with a cohesive leadership team that executes.”
• Being involved in every aspect of the business to getting systems in place and building a team- what are your strengths to move your business forward? 
• Having an Integrator to help free the Visionary to cast the vision and grow the business- unload some of  the duties and questions that filter to you as an owner, the Integrator holds the other employees accountable
• Your leadership team trumps your ideas as an owner- they often have a bigger vision than you 
• Expanding seats- growing to a second location    
• The leadership team solves its own issues without input from owners 
• Building a cohesive leadership team changes the game for scalability 
• Self-implementing at first- start with traction first instead of vision, have buy-in with your leadership team at the beginning. Then bring in a certified implementer    
• Do your employees know where they stand in the business and how their actions affect the big picture.
• Being more efficient, not adding more cars- a small investment for a huge internal return  
• 20 Groups is an industry-specific software, EOS runs that software. You should have 20 groups/coaches for a long time and be able to graduate from the EOS process within 2 years. 
• Favorite EOS tools- structured format of L10 Meeting, right people right seat, VTO (vision, traction, organizer), to-do lists
  

Connect with the show:

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Aftermarket Radio Network

Check out today’s partners:

This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever.

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/carm

Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation.

Bob has over 40 years of Business Management experience within the Independent sector of the automotive aftermarket industry in North America, consulting Independent retail shops on all facets of their business operations. His 18 years of running his own local consulting and accounting firm in Ottawa, Ontario Canada created some of the most productive and financially successful entrepreneurs within the Independent sector today.

Bob is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE.

Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE.

• greenwood@aaec.ca – email for the full list1-800-267-5497 to discuss any questions

Classic Episodes

• Episode 571– Bob Greenwood with Chris Cloutier: Industry terminology, time to change it 
• Episode 387– Bob Greenwood Eric Ziegler

Key Talking Points:

• We need to better understand our target clients. Who are they? Why do they buy? What do they really want? What is our internal gameplan as a company to build a long-lasting trustworthy relationship?Building client base business vs customer base business- clients have relationships and trust with the business. Building relationships takes time, you can’t do it while understaffed. One service advisor for every 2 licensed technicians. Educating the client takes full conversations- manage their vehicle based on how they use it and expectations of vehicle.  
• There’s a need to improve focus and productivity, we need to create a culture of commitment and accountability and we must deal more effectively with non-performance. Do we believe in accountability as an important part of the business culture?Business culture- what do you stand for? Team concept in business that everyone wants to be a part of, everyone’s opinion counts including feedback. Employees are working on their career instead of working their ‘job’ because they want to be a part of the business. Committed and accountable to each other. Accountable- what are we doing on behalf of the clients and how do we measure that? Measure it in billed hours per repair order. Are we producing the right billed hours as a team daily, weekly monthly?
• We need more clarity and consistency from the top- is management fully accountable to the business?Leader of the discussion for team- clarity, and consistency in message, explain it properly, have a discussion on how you see it and how the team sees it. Daily discussion 5-8 minutes keeps the team engaged 
• We need to create true two-way communication throughout our organizationOwners often use generalities instead of specifics when engaging with the team. Don’t be afraid of discussing numbers- only confidential numbers are on your balance sheet. Let your team understand how income works and how they each affect it. Educate your team on the business in every aspect
• Ask about your employees- mutual respect and care about their life outside of the business
• Our industry is changing quickly- redefine and reinvent some aspects of the business. Are there specific courses we must take to clarify our industry and business knowledge?Education is everything- technical, business, front counter, etc. Has to be ongoing. Technician minimum 100 hours a year of training, management 6-8 days a year of training. You need to plan out courses/training for the year ahead of time. 

Resources:

• Thanks to Bob Greenwood for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever.

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/carm

Andy Bizub from Midwest Performance Cars in Chicago is also a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of and started a turnaround. Andy now has two locations. He bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession.

Look for Andy’s previous episodes HERE.

Lucas Underwood is an Automotive diagnostic specialist, shop owner, and foreman. He owns L & N Performance Auto Repair, Blowing Rock, NC  was Founded In 2008 As A Diesel Performance Shop – Over The Past 10 Years, The Facility Has Transformed Into A Full-Service Automotive Repair Facility. Offering Repairs On All Makes & Models, Gas And Diesel. Lucas was honored by ASTE as the member of the year 2018.

Look for Lucas’ other episodes HERE.

Key Talking Points:

• Complaints from shop owners about their customer
• It is Andy’s contention that we program our shops to get the customers we serve and attract
• ASOG Facebook Group was started to help owners  
• It took Andy some time to realize that he didn’t want every customer that travled in front of his shop to become customers
• Lucas’s shop coach says that some business owners are in love with their problems and not their solutions
• Some shops need a nudge in the right directions and it helps out the entire industry
• Many shop owners should be doing better and when they do it helps out the entire industry
• Andy and Lucas both have a coach
• There is no excuse to hold onto fundamental problems in your business
•  Lucas started to change his business with the low hanging fruitHe wasn’t charging appropriately. Not his labor rate but the time charged on the ticket. It hurt his business and people
• When you start to figure it out, you don’t want every customer
• His customers are interested in value and what he brings to the table
• Owner on the counter gives time away
• He was taught fundamentals and his coach wanted them to become muscle memory so he can react and fix new problems
• You need to learn the concept behind why you are fixing segments of your business
• Andy- When you get the numbers right he doesn’t worry that he can’t pay the tech X on the high slide, but pay the tech X on the low side. He wants his techs to earn a great living, pay their mortgage and put food on the table. He doesn’t worry about paying his people to little
• When the business is financially managed you can make the decisions on what to pay and what to charge
• You can motivate yourself to grow if you don’t see your numbers  
• Lucas’s coach says: “Perfection is a lie told by the devil to steal the dreams of men”Lucas was told to get out of the bays and start running the business because he was slowing the business down
• You need to manage yourself out of the business so you can be away from the business without you there
• What gets in the way of running a great business:Arrogance
• Pride
• Ego
• Ignorance. You don’t know what you don’t know
• There are people willing to teach you, but you have to be willing to listen 
• Why would you invest in your business and make only 5% net profit, when you can make that with a smart investment. Too many shop owners are happy with a minimal profit and when they get ready to sell that will hurt their valuation
• Read Mitch Scheider’s book Misfire. Find it on the Books page on the website. Get it HERE
• Owners need to think about where they bring the most value to their businessMany believe it is under the hood. Then hire someone to run the business
• Many don’t believe they can be the visionary and a great marketer, but that is a critically important role
• Too much is being in hero mode. Trying to be perfect in all ways and just spinning into a hole
• It’s OK if things don’t go rightWe quickly blame the customer for what went wrong
• We take zero ownership for what went wrong
• When you look at other ships you see the highlight reel of only what is right
• You will have things that go south and you need to recover and learn from it
• You aren’t the only one with problems
• You can get a filtered perspective of what your customer needs from you and what they expect. You get hardened and you need to do an often reset on your thinking

Resources:

• Thanks to Andy Bizub and Lucas Underwood for their contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.
• Love what we do? Buy Carm a cup of coffee HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders.

Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visit www.NAPAAutoCare.com

Guest Ron Tinner from Sparks Tire and Auto, St. Charles, MO a NAPA CarCare Center

Key Talking Points:

• Best advice you ever received- Get off the counterOnce you start delegating responsibilities you realize what you could’ve been doing better all along 
• Many struggles are self-inflicted
• Owner of business instead of the owner of the shop- have systems and employees in place so you can work on business
• “A lot of guys spend a lot of money to buy themselves a job.”
• Need a business coach to hold you accountable  
• His business value went up when got off the counter
• Learning moments Everyone has a dream, need to sit down and focus on how to be a businessman
• Need culture in business to be successful- team building, employees staying late/coming in early, get together on weekends 
• When you run the business properly you have funds to purchase necessary tools and equipment 
• On average shops are short 3 people- 1 counter, 1 back office, 1 bayImportant to hire workflow manager first- puts out fires to keep other employees on task
• CSR hire next to handle front office conversation 
• Back office last- marketing, bookkeeper etc
• A bartender is favorite idea for front counter hire- a people person, listener
• Greatest satisfaction as a coachHelping owners who don’t understand effective labor rate as a number- not posted labor rate, effective labor rate 
• Seeing business and employees thrive without you running day to day operations

Resources:

• Thanks to Ron Tinner for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.
• Love what we do? Buy Carm a cup of coffee HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more.

Learn more about NAPA Smart Sign and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com

After retiring from a successful career as an Auto repair shop owner for almost 30 years, Reto Filli is now pursuing his long-time passion as an E-Myth Certified Business Coach, helping small business owners lead their life and business that they truly want.

A lifelong cyclist, (Reto once rode his bicycle from Calgary, Canada to Cabo San Lucas, Mexico) he rides 2500 – 3000 miles a year and finished “Ramrod 2016” (riding 160 miles around Mt. Rainer in one day) in under 10 hours.

Reto was born and raised in Switzerland where he graduated from a 4-year apprenticeship as a mechanic. After working in the field, fulfilling his duty in the Swiss army and retiring from a fairly successful sports carrier, he caught the travel bug and in 1981 began a new part of his life, traveling in Europe and then through Russia to Japan, Canada, Alaska, the West Coast of the United States, Mexico and Hawaii.

In 1987 Reto and the co-owner of their 40 ft sailboat boat sailed from Mexico to Hawaii and then to Port Townsend Washington where he fell in love and married his wife of over 30 years, Jana.

• 1988 Bought what was then called “Circle & Square Imported Car Service” on Cape George Road as a one-man auto repair shop.
• 1996 ASE Master Technician/L1
• 1997 Built a new 6-Bay facility on Rhody Drive in Port Hadlock.
• 1998 Northwest Repair Facility of the Year, runner-up sponsored by Northwest Motors magazine
• 1998-2014 Top 10 AAA Independent Repair Facility of the Year
• 1999 Dale Carnegie Course
• 2000 AAA Top Independent Repair Facility in Washington State Award
• 2000 Dale Carnegie Leadership Training for Managers
• 2001 Graduated from AMI (Automotive Management Institute) AAM Accredited Automotive Manager
• 2001 Governor’s Award for Pollution Prevention
• 2002 First business to achieve a 5-Star EnviroStars Award in Jefferson County
• 2002 Evergreen Award for Pollution Prevention from the United States Environmental Protection Agency
• 2002 ASA (Automotive Service Association) Washington’s Outstanding Member of the Year
• 2004 Business Recycler of the Year (Washington State Recycling Association)
• 2004-05 President of the Port Townsend Rotary Club
• 2006-2012 Served on the Peninsula College advisory committee for the Automotive Program  
• 2006 ASE Master Technician/L1 Recertified
• 2006 Green Business Award, from Washington State Department of Ecology and Jefferson County
• 2006 Port Townsend Chamber of Commerce Business Leader of the Year
• 2010-12 President of ASA Olympic Peninsula Chapter
• 2011 Became U.S. Citizen
• 2013 ASE Master Technician/L1 Recertified
• 2014 Sold Circle & Square Auto Care
• 2015 Started Happy Business Coaching
• 2016 E-Myth Certified Business Coach

Look for Reto’s other episodes HERE.

Key Talking Points:

• He and his wife, Jana, sold their business in 2014
• He set a goal to retire in that year.
• ASA Northwest is a brotherhood and he continues to go to ATE each year and works to help other business owners get to retire someday.
• You just can’t hand a for sale sign out with a number you have in mind.
• Your business needs to have value to the buyer
  • How does the sale of your business gets financed?
• A buyer or lending institution will look carefully at the cash flow of the business to see if it can sustain the debt of an acquisition.
• Your employees are a huge part of the success of your business and you need to see them as part of a sale by making
• Infancy, Adolescence, and Maturity stages of a business from the ‘E-Myth’
• Having systems in place is a critical responsibility of the business owner. To know what systems and processes are necessary.
• The owner needs to learn to become a better leader.
• Owners put up a face that says ‘I know everything’. We do not know everything. Take down that facade.
• What will you need when you retire to live the lifestyle you want to.
• Reto started in the industry in his birth country Switzerland and became an apprentice. Apprenticeship is part of a big system in Europe. You need to learn under a master. You cannot become a master unless you train other people. There is a perpetual cycle of teaching the automotive craft.
• In Europe Apprentice is a four-year program. Then a minimum of five for a Master.
  • The apprentice gets a certificate of competency then can start to become a  Master.
• Reto is not totally current on the process in Europe but shared what he knows.
• He wants to see high school students get into the trades.
• All the trades need to change their image of pay, benefits, work environment, and exciting work.
• Never stop learning, be curious.

Resources Mentioned:

• E-Myth website HERE.
• Chapter 1 of the book E-Myth Revisited HERE.
• ASA-Northwest HERE.
• Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events    Speaking

This episode is brought to you by Federal-MogulMotorparts 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

The Roundtable:

Tony Tatich is the General Manager of TMT Automotive, Bremen, IN. He works on solidifying his current shop while building human capital. He is, currently, exploring a second location with the second shop already located. One of his present challenges is finding the right person for the second location. He thinks about his continued growth personally, business, and into multiple facilities.  he is working through challenges of growth & being a Yes shop in massive growth periods.

He is looking for harmony and to build a shop that runs 100% without his involvement. He leads a staff of technicians that are 21, 28, & 33 with a senior technician @ 54, Growing out next people homegrown! He is very excited about –   2nd child on the way, 19.8% growth in the first 6 months! Find out more about Tony’s episodes HERE.

Justin Barrett is the owner and operator of Barrett Automotive, Cornelia, GA. He is excited about the future of this industry with autonomous vehicles and the role the independent repair shop will play in that arena, and with the changing landscape how we are going to have to be nimble and adapt to stay relevant.

Leadership is something that is extremely challenging to him but rewarding when done right. He had some leadership failures and wins which are adding to his growth in that area. His biggest challenge right now is the same thing that he is working on and that is building a great team. In the last 18 months, he had gone from leading himself and one other to leading 6 and still adding to keep up with growth. Find out more about Justin’s episodes HERE.

Brett Bohlmann, along with his wife, is the owner of HWY 7 Service Center, Newell, IA. He began his career in the automotive industry as an automotive technician. Over the years, Brett began to acquire top notch experience and a love of automobiles but more of a passion for learning in the entire automotive industry.

In 2010, Brett had an urge to start and open Hwy 7 Service Center with the goal of always exceeding the customer’s expectations. Oil definitely pumps in his veins as automotive knowledge, skill, and work ethic radiate from his actions and words. However, the fuel for the fire comes from his family at home and the community that has become a large family too. Find out more about Brett’s episodes HERE.

Key Talking Points:

• Team building- taking a leadership role instead of tech
  • Leaders are readers- gain knowledge to take action
  • “5 Levels of Leadership” by John Maxwell
  • Work on business instead of in it
• Maintain culture while hiring new people
  • Relationship with external customers and employees
• Working on it vs. Working in it.
  • Keeping the same feel for customers with different people instead of the owner
  • Market business with a face of the owner
• Taking over the business after father steps out
  • Building trust with customers, credibility   
• Rapid growth
  • Employee turnover
  • Book “Traction” Gino Wickman   
• Sales to customers
  • Rehearsed, deeper in the presentation
  • Recording phone calls and listening for areas of improvement
• Be unique
  • Serve and love on customer
  • Make the customer feel great about auto repair  

Other Resources:

HWY7 Service Center Website

Barrett Automotive Website

TMT Complete Auto Service Center Website

Book: 5 Levels of Leadership by John Maxwell

Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

A special thanks to Justin Barrett, Brett Bohlmann and Tony Tatich for sharing their stories.

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events    Speaking

This episode is brought to you by Federal-MogulMotorparts 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

Panel:

• John Constantin from Bison Fleet Specialists in Buffalo, NY
• Jim Fleischman from Automotive Alley in Arcade, NY
• Mike Schultz from Schultz Auto and Truck Repair, Hamburg, NY

John Constantin from Bison Fleet Specialists in Buffalo, NY, has strived to bring quality service and superior workmanship to the vehicle repair industry in Western New York. When John first started out as a technician, he was determined to identify with his customers, making sure every effort was made to maintain the integrity of Bison Fleet Specialists workmanship, and establish a long-term “care” relationship with each person who passed through their service center. John’s personal goal was to inform each customer of basic maintenance steps they could perform to keep their RVs, Trucks, Trailers, Buses, Campers & Cars running at optimum performance levels, achieved by following a few simple guidelines.  Listen to John’s previous episodes HERE.

Jim Fleischman and his wife Shelly own Automotive Alley in Arcade, NY. Jim attended Alfred State College for Automotive Tech. He went to work for a Ford Dealership as a shop foreman. Jim’s racing and organizational experience came by being part of a race team that ran Busch and NASCAR. He was recruited from his alma mater, Alfred State College, and became an instructor. Jim always wanted to teach and it was fate. He spent fourteen years as an instructor. He loved building relationships with his students.

He was balancing his teaching job and owning a shop while Shelly ran the business for him. Jim ultimately left his teaching job and went to work full-time in the business. Shelly’s background was accounting which was good for the business overall.

Jim believes in a strong process driven company. He is all about improving efficiency. Saving steps for productivity gains. Anyone can study their inefficiencies and make changes to improve productivity. He templated his systems against NASCAR. Immaculate, organized and tools quickly reached and found. Jim perpetually works on streamlining to increase his productivity.

Automotive Alley also specialized in street rod, hot rods, upgrades, and restorations. For Jim, the word “can’t” is not in his vocabulary. Listen to Jim’s previous episodes HERE.

Mike Schultz

Mike Schultz started out in his dad’s garage, went to vocational school and got a job at a Mobil station when he was 16. After the Mobil station, he worked at a Chrysler dealer until he went to college.

After graduating from Ohio Diesel from their auto course Mike jumped around from job to job for a while. He found a home at an independent repair shop where he took care of a fleet account and ran the shop when the boss was gone,

Mike decided to open his own shop in 2010. The shop was on a dead end street. He realized that he needed more exposure in his town so it was easier for new customers could find the shop. In March 2018 of this year, he moved to into a highly visible location, not to mention cleaner and brighter. Listen to Mike’s Previous episodes HERE.

Key Talking Points:

• Shop Talk – open microphone with three members of the local Jasper Roundtable Group
• Buffalo, NY based service professionals sharing issues of the day
• Time management Need to constantly work on and always changing
• Systems and technology can help you manage your time
• Post-It notes at your desk or using digital like phone and apps to keep with you all the time
• Put systems in place and delegate, then follow up with delegation if tasks were complete. Hold employees accountable.
• Shop owners have different passion and desire to accomplish tasks. Too often owner starts to delegate tasks and ends up doing it themselves when it doesn’t get done.
• Employees need to have confidence and drive to make things happen. Let employees take the reins sometimes. No one is ever going to be or do things exactly like shop owner.
• Project assignmentExpect that the person you assigned work to will add their own touch to it.
• Your culture and the person’s capabilities/competency will dictate the outcome
• Taks are based on what the customer expects from you. It is part of the culture of the company.
• The challenge of working in verses on your business.You want to be in the bays but you can’t. Your business will suffer if someone doesn’t lead it.
• Digital inspectionCoach the techs with taking proper pictures and videos and explain to them why they do it for customers
• Customers appreciate the transparency with repairs if they can see it on their own vehicle
• Take more pictures because once the vehicle is gone you cannot recreate a picture, delete is easy, so take multiple pictures.
• A quality DVI with videos and pictures will pay dividends long range. 

Links mentioned on the show:

• Wunderlist Alternatives HERE.
• Process Street HERE.
• Trello HERE.

Be socially involved and in touch with the show:

Facebook  Twitter  Linked In  Email  Events  Speaking

This episode is brought to you by Federal-MogulMotorparts 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

Download the Remarkable Results Radio listening APP for your smart device:

Kathleen Jarosik from Xpertech Auto Repair in Englewood, FL, began her career in the automotive field in late 2003 when she and her husband decided to purchase their own shop and relocate from Florida’s Atlantic Coast to the beautiful Gulf Coast.

Kathleen spent much of her time in the background, managing the payroll, accounts payable and paperwork. She was involved with the operations of the business as well as being a part-time stay at home mom to her two daughters, who are now 16 and 12.

In 2009, after divorcing, Kathleen purchased the shop from her former husband and began to run it as her own. Shortly afterward, she became a Napa Auto Care center and utilized their extensive benefit and training network to learn and grow her business.

Looking back, Kathleen believes her NAPA decision was one of the most pivotal business decisions she has made to date. The benefits have been game changers and over the years have taught her how to become a better manager, leader and steward in her community. In 2015, Kathleen became an ASE certified Service Consultant (C1).

Her shop had shown consistent growth of around 5% year to year but since partnering with her business coach she has increased considerably more than 10% each year.

Kathleen looks forward to becoming more involved in the industry as a whole as well as continuing to run her repair shop and being involved in more community activities in her town.

Talking points:

• Women’s board meeting in 2015 was a milestone for her.
• Kathleen works hard to build the reputation of the shop.
• Explains her change from working in the business to working on it.
• Working to improve on ARO.
• When the snowbirds head north in Spring her business changes.
• Worked hard to improve her customer waiting environment.
• Kathleen has a goal to be a shop coach.
• She is a big marketer and shares her tools.
• She is about getting up and fighting for it.

Xpertech Auto Repair Website

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events    Speaking

This episode is brought to you by Federal-MogulMotorparts 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

Download the Remarkable Results Radio listening APP for your smart device:

It was a pleasure to spend time with the ASA Northwest team. Pictured above are, Bryan Kelley, Butch Jobst and Brian Smith.

The panel:

Bryan Kelley
ASA Northwest Chairman-Elect
Shop: Valley Automotive Electric

Butch Jobst
ASA Northwest Chairman of the Board
Shop: B&B Automotive Inc

Brian Smith
ASA Northwest Immediate Past Chairman of the Board
Shop: Gig Harbor Automotive Service

Talking Points:

• Association membership made these leaders stronger shop owners.
• ASA Northwest has a strong family comradery ready to help their membership for any reason.
• Mentoring and coaching is a necessary way to do business today.
• Don’t wait 10 years to get help to understand gross margin, efficiencies, cost controls, process improvement and net profit, among others.
• Every shop owner must read the E-Myth by Michael Gerber.
• Most techs learned to run a business from the person they worked for. If they can do it, so can I mentality. When they go into business for themselves they emulated their former boss who may not have been a good businessman.
• In the northwest, ASA Northwest is the invisible hand that is there to help shop owners.
• Getting to meetings and networking can change the life of every shop owner.
• Aftermarket opportunities are big with the oldest car parc ever and lots of cars being sold or leased.
• People need to keep their cars, because of the price for new cars, so maintenance is required.
• How will autonomous cars change how you do business today.

ASA Northwest Website

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events    Speaking

This episode is brought to you by Federal-MogulMotorparts 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

Download the Remarkable Results Radio listening APP for your smart device:

Mike Bennett has been in the industry since 1985. He is an ASE Master Tech who has worked for GM as Technician, Shop Foreman, Service manager and Service Director for 2 locations.

Mike bought his current shop, Mike’s Kars, in Gettysburg, PA in 1999. It is a a four bay shop with 3 technicians. In 2011, he became a full time coach with Automotive Training Institute helping shop owner’s to re-engineer and grow their businesses.

We sat down in Santa Barbara, CA at the AutoVitals Digital Conference for our interview.

Talking points:

• Mike co-owns the shop with his wife Shelle who is also the General Manager.
• He had his light bulb moment when he realized he needed more training on business and leadership.
• He re-engineered himself so he could he teach his people.
• He became an ATI client and fully immersed in it.
• It started with learning leadership so he can teach the why and influence the people around him.
• He started to gain control in his business and he found some additional freedom (time).
• Best employees are empowered and understand their role. Great leaders show their people how to succeed.
  • Once Mike worked himself out of the business, his team prefers he doesn’t come around.
• Two areas of struggle for owners today.
  • The business side of the business.
  • Be a leader of people
    • It is a state of mind, an awareness, to relate with people, understand yourself, to influence people.
• There is some level of desperation that brings a shop owner to a coaching program.
• An important part of building a great business is to have a quality culture. It can be a result of great leadership.
• You are being shopped by potential employees rather than you are shopping for them.
  • They are researching you, your website, your reviews, etc.
  • The most powerful statement of the health of your business is when they come to you to find out if you have openings.
• Books to read.
  • E-Myth and the E-Myth revisited by Michael Gerber.
  • Predictable Success by Les McKeown.
  • The Five Temptations of a CEO by Patrick Lencioni.
• Accountability factor has to do with the owner’s beliefs in systems/processes.
  • Accountability is higher when there is the biggest desperation. Your clay is the ripest for molding.
• Work life balance and a successful business.
  • If you don’t have a good balance at home, you won’t have one at work.
• As shop owners we do not bring the same level of curiosity we had as techs to the business side of the business.
• We will survive the tech advancements as we have every decade.
• Heavy penetration of hybrids will not peak until 2040.
  • A smart business and entrepreneur will prepare themselves.

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events    Speaking

This episode is brought to you by Federal-MogulMotorparts 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

Download the Remarkable Results Radio listening APP for your smart device:

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events    Speaking

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

Pictured above Carm Capriotto, Ryan Clo, Dave Hobbs and Matt Fanslow.

Bill Hanvey, CEO Auto Care asking a question of the panel. Carm Capriotto on right.

Service EDU panel

Ryan Clo is a nineteen-year veteran of the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth.

Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry.

Ryan is also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH.

Dave Hobbs – Automotive Training Instructor & Technical Writer

Dave Hobbs’ automotive service experience spans 40 plus years in the industry, starting out as a technician and then as a service manager working in his family’s repair shop (Hobbs Auto Electric) in Kokomo, Indiana.  After leaving Hobbs Auto Electric, Dave began working as a hotline advisor and field engineer at GM’s Delco Electronics.  Those roles eventually led to becoming an electronics systems instructor for thousands of Delco Electronics / Delphi engineers throughout North American and Asia.

Dave Hobbs is currently the lead technical trainer and course developer for Delphi Product and Service Solutions.  In addition, he serves part-time as a contributor to Motor Age Magazine and as a field correspondent for MACS Worldwide (Mobile AC Society).

Matt Fanslow is the diagnostic tech/shop manager for Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adaptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and a trainer.

Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.  Matt teaches for PICO.

You would have found Matt here at AAPEX in the Pico Technology booth as well as presenting at the AAPEX/AVI Mobility Park for Pico on using the relative compression test with a Pico Scope.

Matt also does instructor lead training for Pico Technology, AES wave and ASA Midwest (Vision).  The Pico Technology gigs have him over the country, Canada, and Puerto Rico.

Talking Points:

• How the work we do will change in the next 10 years.
• Is AC Just an Abbreviation for Air Conditioning?
• Will shops will need, perhaps, a dedicated technician, specialty tools, calibration equipment to properly compete and repair our future cars?
• What is the role of the owner as business models transform and becoming the CEO of your business is the buzz in management circles?
  • You need to be an analyst in your business.
• Success in diagnostics often moves beyond the trouble code flowcharts by knowing how something works and why it failed. Why is this important?
• Other industries are after our people, looking for their skillsets and often offering more in terms of salary and benefits. What can we do to slow that trend?
  • We must value ourselves.
  • Job satisfaction must be addressed.
• How will the independent aftermarket shop, leverage emerging technology to add more value and compete against dealers and big-box stores?
• Burn Out from owners and technicians is a fact of life. Any ideas on how to prevent it?
• Will emerging technology thin the number of shops or will there be ways to keep just competent enough to squeak by?
• Where is our training going to come from? Will training methods change? Will be going to OEM training?
• Will Specialization be a big wave of the next decade?
• How do we seed our industry with the special talent we will need to further the aftermarket and service the needs of our customers well into the future?

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email

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

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

Facebook   Twitter   Linked In   Email

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com