Inside the Role of a Performance and Accountability Team Leader [RR 1110]
What does a Performance and Accountability Team Leader actually do inside a high-performing auto repair shop?
Nate McDonald of Empower Automotive gives us an inside look at a unique leadership position that connects inspections, client experience, team development, performance, and accountability.
As Sales Manager, Inspection Team Lead, and Performance & Accountability Lead, Nate isn’t managing from behind a desk. He’s working alongside his team, performing inspections, shooting videos, checking vehicles, answering questions, coaching younger team members, and looking for opportunities to improve the process.
Nate believes accountability becomes easier when you’re present. Working side by side with the team creates opportunities for quick conversations, immediate coaching, and reinforcing standards before small issues become bigger ones.
What You’ll Learn
What a Performance and Accountability Team Leader does inside an auto repair shop.
Why Nate views his sales responsibility more as hospitality than traditional selling.
How working “in the trenches” creates natural coaching opportunities.
What Nate has learned from mentoring Gen Z team members.
Why mistakes and questions are valuable opportunities for development.
How Empower Automotive’s daily “Take Five” aligns the entire team before the day begins.
How inspections connect the back of the shop with service advisors and the client experience.
Why performance numbers are openly discussed with the team.
How quick one-on-one conversations reinforce standards and accountability.
Why team members should have a voice in improving processes and efficiency.
A Performance and Accountability Team Leader doesn’t just measure performance. They help create it.
Nate’s role demonstrates the value of having someone close enough to the work to see what’s happening, coach in the moment, reinforce expectations, listen to ideas, and keep the team connected to the purpose behind the process. It’s not about waiting for the annual performance review or calling someone into the office every time something goes wrong. Sometimes leadership is a quick conversation behind a vehicle. Sometimes it’s answering a question during an inspection. And sometimes it’s simply being willing to work alongside your people. Performance and accountability become part of the culture when leadership is present every day.
Nate McDonald, Inspection Team Lead and Performance & Accountability Lead, Empower Automotive, Traverse City, Michigan
remarkableresults.biz/e1110
How to Develop a General Manager for Your Auto Repair Shop [THA 503]
How does a shop owner find, develop, and trust the right person to become their number two?
Shawn Gilfillan, owner and CEO of Automotive Magic, and Will Barkiewicz, General Manager and Integrator, share the evolution of a leadership partnership that started when Will applied for a technician position.
Shawn quickly recognized something beyond Will’s technical abilities. Their values around family, trust, service, and taking care of people aligned. Will eventually moved from running the maintenance center to becoming General Manager over both locations and the Integrator Shawn had been looking for.
Their story demonstrates that developing a number two isn’t about finding another version of the owner. It’s about finding someone with complementary strengths, then building the trust that allows both leaders to grow into their roles.
What You’ll Learn
Why core values can matter more than someone’s original job title.
How the Visionary-Integrator relationship works within EOS.
Why owners shouldn’t look for “another me.”
How responsibility and trust are earned over time.
Why a strong General Manager needs the freedom to push back on the owner.
How DISC profiles can improve communication and self-awareness.
Why standardized protocols create consistency as leadership responsibilities expand.
How a “Reboot” mindset turns mistakes into opportunities to improve the business.
Finding your number two isn’t about finding another you. It’s about finding the person who complements you.
For Shawn, that meant learning to hand over responsibility and allowing Will to “dance his own dance.” For Will, it meant earning trust through communication, accountability, and a willingness to take ownership when things didn’t go perfectly.
The transformation happens on both sides. The General Manager learns to lead, execute, and protect the vision. The owner learns to let go, become the guide, and gradually move responsibilities off their plate. You don’t hand someone the keys to the business overnight. You give them responsibility, build trust, and develop the leadership partnership one step at a time.
remarkableresults.biz/a502
Beyond Babysitters: Developing Strong Managers and Financial Transparency [RR 1076]
Chris Lawson of TechnicianFind exposes a major disconnect in auto repair: shop owners say they want a General Manager, but often hire only a “babysitter.” The episode digs into what real management requires—financial transparency, clearly defined owner vs. manager roles, and intentional recruiting. Lawson challenges owners to stop fearing open books, train managers to understand the numbers, and shift from “hunting unicorns” to actively attracting talent through culture, clarity, and consistent recruiting. The takeaway: real leadership starts with preparation, trust, and telling a better story to the right people.
remarkableresults.biz/e1076
How to Grow Your Shop Without Losing Control [RR 1046]
This episode dives into the real challenges of scaling an automotive business. Shiju Thomas unpacks what it takes to grow successfully, especially beyond two locations, including stepping out of daily operations and focusing on leadership development, building a strong management team, and sustaining a consistent, positive culture. He emphasizes that growth should be driven by a desire to develop people, not just profits. It’s a must-listen for shop owners reflecting on why they want to grow and how to do it with purpose, clarity, and long term success in mind.
remarkableresults.biz/e1046
Are You Micromanaging Your Team to Disengagement? [RR 1024]
“I had mistook tasks for servant leadership. Servant leadership is critical. If I’m not there to serve the people that work for me, to empower them to do the best possible job that they can do, then I’m holding them back.”
Connor Tracy, Director of Partner Development at KUKUI, discusses leadership challenges in auto repair shops, the importance of delegation and empowerment, adapting to industry changes, and the role of technology and data in modern shop management. Discover practical tips to transition from being a micromanager to a leader who can drive business growth effectively.
remarkableresults.biz/e1024
Should I Hire A Shop Manager? [THA 413]
Explore the pivotal moment when an automotive shop owner must decide to hire a shop manager. Learn about the challenges and benefits of bringing in a manager, different approaches to onboarding, and the impact on business operations. The experts share personal stories, management strategies, and advice for identifying the right time and person for the role. Whether you’re a single-shop owner or managing multiple locations, this episode provides valuable insights into enhancing your business efficiency and growth.
remarkableresults.biz/a413
Technician’s Three-Year Succession Plan [RR 906]
Andy Bizub and part owner Brandon Ludwikowski discuss the transition from technician to business owner, the importance of a positive attitude, and the tools and knowledge required for technicians. The conversation also covers the division of responsibilities within the company, decision-making processes, and the importance of understanding business fundamentals and financials.
remarkableresults.biz/e906
Making a Course Correction with Wesley Adams [AW 181]
Wesley Adams, a shop manager and radio host from Cincinnati shares his experiences in leadership, the importance of course correction in business, and the value of continuous learning. He discusses his mentorship under his boss, Bryan Kauffeld, and the adjustments they made in their business during the COVID-19 pandemic. Wesley also talks about his recent shift to managing a transmission shop and the importance of intuition and situational awareness in his role.
remarkableresults.biz/aw181
S.O.B: Son of Boss [THA 344]
Carm Capriotto hosts a panel discussion on family businesses, specifically focusing on the challenges faced by sons of bosses (SOBs). Andrew Marcotte and Anthony Campanella share their experiences of working in their family businesses and the unique dynamics that come with it. They discuss the perception of nepotism and the importance of earning respect and value in their own right. They also discuss leadership development, work-life balance, communication, and succession planning in family businesses.
remarkableresults.biz/a344
Redefining Business Bravery: Stories of Courage [THA 341]
Join our panel as they share insights on the importance of courage, different leadership styles, the need for tough conversations, and the role of coaching and mentoring in developing courage in teams. The panelists emphasize the importance of effective communication, training, and providing individuals with the tools and confidence to make courageous decisions. They also discuss the need for leaders to make tough decisions even when uncomfortable.
remarkableresults.biz/a341
From Training to Triumph: Breathe Leadership Into Your People [RR 868]
COO’S Max Orsborn and Dave Askwith discuss the importance of training and defined leadership in automotive businesses. They highlight the need for effective training that goes beyond just checking boxes, emphasizing accountability and pressure on individuals who attend training sessions. The conversation also touches on the significance of transparency and communication within organizations, focusing on clear communication during promotions and changes. Max and Dave share their experiences as leaders, with insights on admitting mistakes and making adjustments in hiring, as well as the importance of staying true to one’s beliefs and vision.
remarkableresults.biz/e868
Is Your Shop Butcher Clean? [RR 866]
COO’S Andrew Marcotte and Melissa Parker discuss growth and succession in the industry, emphasizing the importance of having a sellable business. They share their experiences with acquiring and managing new shops, highlighting the value of cultural fit over work experience. Andrew and Melissa also encourage others to build relationships within the industry, learn from other operations and have a ‘butcher clean’ shop!
remarkableresults.biz/e866
Hiring Process Explained [RR 865]
Phil Carpenter discusses the challenges of finding good technicians and the constant need for recruitment. Phil maps out the hiring process at Urban Auto Care and Avalon Motor Sports, which includes video interviews and in-person interviews. It’s critical to a good fit for the long term and filtering out candidates who are not willing to go through their hiring process. He also explains the importance of maintaining a sense of urgency in hiring, employee turnover, and recognizing when it’s time to let someone go.
remarkableresults.biz/e865