Carm here from the Aftermarket Radio Network and my guest is Lauren Fix. Lauren is a nationally recognized and trusted automotive expert, media guest, journalist, author, keynote speaker and radio and television host. Lauren is also from my hometown, Buffalo, NY. I caught up with Lauren, and we discussed her take on electric and autonomous vehicles, supply chain issues, and her passion for cars that are propelled by an Internal Combustion Engine.
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In this episode, we are jumping into the mind of your customer. From their perspective, do they prefer to use the term mechanic or technician? Ask a customer … How much do they think a mechanic/technician earns? What is your customer’s opinion on a service advisor having visible tattoos or smelling like cigarettes? Bob Cooper asked these questions to a panel of consumers at the 2022 Elite Invitational in San Diego, and their answers will certainly surprise you. And more importantly, what should you do in your business having this knowledge?
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Joining me is the powerhouse team of women behind NAPA AutoCare. Napa has almost 100 years of dependability and remains the brand you can trust. My panel of ladies discusses the future, what makes the NAPA Family so strong, Tesla parts availability, training, and the collective strength of their AutoCare Members.
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We are at the NAPA Expo joined by the 2022 Napa Technician of the Year, Meg Lewis. She is the first female winner and is a huge advocate for automotive training and reaching the youth in schools. I’m also joined by Matt Fanslow from the Diagnosing the Aftermarket A to Z Podcast. We discuss goals, passions, work-life balance and advice to women in the industry.
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Not sure if you know that my daughter Tracy joined our media company and quickly signed on to our purpose to Advance the Aftermarket. She has made a great impact and helped to create the Aftermarket Radio Network. I’ve been encouraging her to find her stride and do her own podcast episode. Well here it is and she shares with you a personal story at the Women In Auto Care Conference in the Spring of 2022. Together we’ve attended ASTE, AAPEX, Vision, the Big Event, and others but this experience, she shares with you, is her first solo event and podcast. Get to know Tracy and see how proud I am to have her join the Aftermarket’s Premier Podcast. Many, I know, will relate to her story.
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If you’re lucky enough to work with family, you know how special it is to have their support and passion. But inserting a family member into a business takes work to maintain a healthy culture. In this episode, you’ll hear from the perspective of two father-daughter teams and how they successfully made the transition.
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Women of the Year Awards 2021 [RR 709]
I had the honor last year to sit down with the Women in AutoCare Women of the Year recipients at AAPEX 2021. The electric energy between these women is hard to miss. The push for more women in our industry is never over. We need to continue to support women in leadership roles, encourage the younger generation to join and get involved in mentorship.
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Amazing Women in Automotive [RR 681]
Did you know only 2% of our automotive industry is female? Staffing shortages has never been more critical than now. Are we missing a huge opportunity to get women involved? And for the 2% that are involved, what are we doing to retain them? Amazing Women in Automotive is the answer. It’s a safe space for women to support women in the industry with weekly round table discussions.
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In honor of March’s Women History Month, I assembled a panel of lady shop owners to discuss the women’s role in the aftermarket. The ladies brought some wide-ranging perspectives and I loved the trajectory of this discussion. No matter your position or gender in our beloved aftermarket give this episode your due. The ladies were on fire.Listen and view episode notes
The Give to Get Principle: How Relationships & Reciprocity Build Raving Fans [RR 610]
We are happy to introduce Jennifer Filzen’s Fifth book which is out now on Amazon. The Book “The Give to Get Principle: How Relationships & Reciprocity Build Raving Fans” is a book that you can use as a tool to give back to the industry and to your community. If you are not involved enough in your community, you should be. Let this episode push you into paying it forward.
Jennifer CEO of Rock Star Marketing, a digital marketing agency, will help you discover these three important principles you need in your life. Your Why, Your Superpower, and Your Attitude. If you only work on these three, you will improve.
The incredibly successful businesses in our industry are extremely community-minded and involved. Use this episode as inspiration to take your community to the next level.
The key talking points reside at remarkablersults.biz/e610Listen and view episode notes
Shop Talk 9 – The Ladies Have a Lot to Say – RR 577
Three lady shop owners that will speak to marketing to women, offer their perspective on margins and cost management, how the pandemic has made important changes and how it changed the hiring process. Will you agree, take exception from their ideas or gain a new insight.
The panel: Jamie Carlson from Ervine’s Auto Repair, who was honored as the Female Shop Owner of the Year 2019 from AutoCare’s Women In Auto Care, Emily Chung
AutoNiceh in Markham, Ontario, and Rachael Wacha from City Auto Repair, Gainesville, FL.
Find the key talking points at remarkableresults.biz/e577Listen and view episode notes
Electrical Engineers Become Shop Owners Growing to Seven Stores – John and Karen Manelas [RR 569]
John and Karen Manelas attended the same school, took the same degree and became successful at their careers for 15 years as electrical engineers. They decided to take a huge life change and pay cut to start their own shop. They took on the challenge and the uncertainties. With low capital, they grew their shop from one in 2004 to an amazing 7 shops in 2019.
Growth is an amazing thing when you do it the right way. Prepare yourself mentally to put a lot of work into each location, hiring, training, and preparing the right staff.
Find the key talking points, John and Karen Manelas’ bio and links to their previous episodes at remarkableresults.biz/e569Listen and view episode notes
The Women Stereotype: Creates Friction, Insecurity, and Gender Issues [RR 567]
My guest today is Emily Chung. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham, Ontario, Canada. She is a licensed Automotive Service Technician, and Automotive Writer for various publications. She also teaches in the Automotive Business School of Canada at Georgian College.
We are going to talk about gender stereotyping. I want you to listen to this episode in its entirety and let me know what you took away. I believe it will help you understand some of the reasons we do what we do as it relates to hiring and leading our team.
When it comes to gender biases, Emily makes very strong points. No doubt you can put yourself in many of the situations Emily speaks about. So we get this on the table here in episode 567 and I welcome Emily back to keep the dialogue going. Please recall another episode recently where we had a female shop owner, technician and service adviser discuss the Female Impact in the aftermarket. It is episode RR 549
Find the key talking points, Emily Chung’s bio and links to her previous episodes at remarkableresults.biz/e567Listen and view episode notes
A Simple Letter of Intent Transformed an Employee Into the Shop Owner [RR 551]
Let’s welcome Terica Buckner. She worked for 21 years at Hawthorne Auto Clinic, Portland, OR. She was offered the chance to purchase the shop and took over ownership 2 years later in January 2020. A really good example of good succession planning. The previous owner wanted to retire and Terica wrote a letter of intent wanting to purchase the shop. She had the experience in many different roles in the business along with established relationships with the employees and customers.
Terica continues working with passion in the automotive industry and is excited to now be in the position to set new standards in an ever-changing field, especially with the current challenges COVID-19 presents.
Find the key talking points for this interview with Terica Buckner at remarkableresults.biz/e551.Listen and view episode notes
Ashley McCabe – McCabe’s Automotive Specialist, University Place, WA. In 2015, Ashley took over her father’s decades-old automotive business. She might not have known much about cars when she started, but she sure did know about customers. Ashley started at the front counter, and her father said he could tell that she understood customer service and…Listen and view episode notes
Discover How To Keep Your Women Customers For Life
We heard the stats that the female makes up over 50% of your customer base. That is based on certain geographies and demographics. Some are higher, some are lower. But no matter your mix you’ve got to have important tactics in place in order to create loyalty in your women customer.
We’re going to serve up a strong discussion building loyalty from your women customers. My panel includes Kim Auernheimer, Co-Owner of CS Automotive, Brentwood TN, Kathleen Jarosik, Xpertech Auto Repair, Englewood, FL, and Jonathan Ortiz, Foreign Affairs Auto, West Palm Beach, FL.
They bring their A game and serve up the important issues, from their perspective, that will help you create the right environment so you can have a long and lasting relationship with all your women customers. We talk about trust, safety, relationship, environment, and amenities among many others.Listen and view episode notes
A Champion for Women in The Automotive Industry
Jody DeVere is a champion for women in the automotive industry, and her company AskPatty.com, Inc. serves as an important point of contact for many women who are seeking the very best experience to buy a car and service by visiting Certified Female Friendly® automotive retail locations across the United States and Canada.
In this episode, we will be sharing with you the misconceptions that we have in hiring women in the industry. Jody says that there are only 26% of women working in the automotive industry and that we can and need to do more to grow that number.Listen and view episode notes
Jody Devere, CEO from Ask Patty.com Has A Lot To Say About The Biases That Exist In The Automotive Industry Toward Women.Listen and view episode notes
For The Record. Jennifer Filzen Wants To See More Women in the Autocare Industry.Listen and view episode notes
Bogi Lateiner’s Completed Project: The 1957 Chevy Pick-Up Montage All Female Build.
Bogi and her all-female team completed this unique project with women team members from all over the country. The truck was unveiled at SEMA 2017.
Carm met up with Bogi in Buffalo New York at the Autorama, as Bogi took the truck ‘On the Road’ to present the final build to car and truck enthusiasts.
Get behind the scenes stories and the purpose of project.Listen and view episode notes
Shop Owner Finds The Holy Grail of Shop Success: Training.
Leon Anderson from Integrity Auto in South Beloit, IL credits training and more training for his success. It wasn’t always like that. He now provides hundreds of hours a year in training for his technicians and service writer.
Catering to women and baby boomers this WIX Filters’ Driving Performance Award Winner in 2016 says he hires people for their head, heart and hands. Integrity is not just the shop’s name but it is what they practice every day.
He credits his business coach and management seminars in improving his business success. He says the DVI system helps the sales process and that written goal posters are important to Leon and his whole team.Listen and view episode notes
Customer Avatar, Art Shows, Student Automotive STEM Classes are just a small part of this Unique Specialty Shop.
Patrick McHugh from Bimmer Rescue in Richmond, VA took a few twists and turns in his career before starting Bimmer Rescue. Patrick shares the unlikely evolution from jet pilot to shop owner.
He is a strong marketer and big thinker. From the days of working on the neighbor’s toasters to tinkering with a 1985 BMW Patrick’s path to service professional was paved with his love of how things worked.Listen and view episode notes
Women Power. The Story behind “Girls In The Garage”
Kevin Hurley had no automotive background when he was recruited to work at an AMMCO transmission store. He grew it to be number one out of 900 in the country. He had a knack for success.
After building a partnership network of transmission stores Kevin settled on one eleven bay shop and that is his showcase for Girls In The Garage; one of the most unique women’s car care clinics in the country.
Kevin tells you his startup story with Girls In The Garage and the evolution to what it is today. If you just pick up one smart or cool idea and you start your women’s clinics, you will have made a great move to help lift the image of our beloved aftermarket.Listen and view episode notes
Car Care Clinics for Women: Why do them and What is the Benefit to the Shop?
Learn from aftermarket professionals that understand the women customer and have held successful women events.
Get the Why, Who, What, When and How to run a successful Women’s event at your professional shop.
Is Your Customer Service Exceptional? Need to Lead in Your Market?
The Academy panel discusses a commitment to customer service that must start from a quality business culture or code of conduct. Learn about certain tactics that will make your shop stand at the top of the list as you show your customer uncompromising differentiation.Listen and view episode notes