General Manager / COO Archives - Remarkable Results Radio

Beyond Babysitters: Developing Strong Managers and Financial Transparency [RR 1076]

Carm Capriotto, AAP — Tue, 27 Jan 2026 05:15:00 +0000

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Chris Lawson of TechnicianFind tackles a critical disconnect in the automotive repair industry: shop owners say they want a General Manager to run their business, but are only willing to hire a “babysitter.” The conversation explores what it truly takes to build real management—centered on financial transparency, clearly defined roles, and intentional recruitment.

The Transparency Trap

At the heart of the issue is a tension between a shop owner’s desire to step away from daily operations and their fear of sharing financial information. Many owners want a manager who will “own the results,” yet refuse to share the “scoreboard” — gross profit, payroll, and compensation data — out of fear the employee will leave to open a competing shop.

Lawson challenges this assumption. In reality, when employees see the true costs, risks, and pressures of ownership, many realize they prefer the stability of employment rather than pursuing ownership themselves.

Defining the Roles

The Owner: Responsible for vision, long-term direction, financial risk, and high-level strategic decisions.
The Manager: Owns daily execution, workflow, SOPs, and tactical accountability.
The Requirement: To move from “babysitter” to true manager, the individual must be trained to read and understand P&L statements so their daily decisions align with the company’s financial reality.

Attracting Talent vs. Hunting Unicorns

Rather than passively hoping to “find” a superstar manager, Lawson argues shops must actively attract them through preparation and culture.

Preparation: It starts with a detailed job description outlining specific responsibilities, outcomes, and authority.
Always Be Recruiting: Don’t wait until it’s “raining” to fix the roof. Build a bench and maintain passive recruiting year-round.
Social Media as a Window: Prospective hires—and often their spouses—observe a shop’s culture long before applying. Posts that highlight team wins, birthdays, training, and certifications signal a healthy, supportive environment.

Actionable Advice

Lawson closes with a practical checklist for owners ready to upgrade from a babysitter to a true manager:

Create a detailed job description
Address personal insecurities around financial transparency
Be prepared to train managers on business metrics
Craft a job offer and ad that tells a compelling story where the candidate can be the hero

Chris Lawson, TechnicianFind.Com. Chris’ previous episodes HERE

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Connect with the Podcast:

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

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

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

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

– The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

– Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

– Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

– Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

– The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

– The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

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

How to Grow Your Shop Without Losing Control [RR 1046]

Carm Capriotto, AAP — Tue, 01 Jul 2025 05:15:00 +0000

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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.

Show Notes

Watch Full Video Episode
Introduction (00:00:00)
Shop Branding Philosophy (00:01:09)
Challenges of Scaling and Maintaining High Standards (00:03:23)
Leadership Development and Delegation (00:04:39)
Letting Managers Take Ownership (00:06:45)
The Critical Role of People and Culture (00:07:53)
Defining and Evolving Company Culture (00:09:48)
Merging Cultures in Acquisitions (00:11:23)
Choosing Not to Scale: Lifestyle Choices (00:15:45)
Motivations for Growth and Professional Development (00:16:33)
The “Why” Behind Shop Ownership (00:18:50)
Altruistic Motivations Among Multi-Shop Owners (00:20:26)
Branding and Reputation Management (00:22:05)
Always Be Recruiting (ABR) (00:24:26)
Balancing Owner Presence Across Multiple Shops (00:27:03)
Lessons from Opening Additional Stores (00:29:09)
Scaling Requires a Team, Not Lone Wolves (00:30:54)
Are You Ready to Scale? Key Questions (00:31:52)
Financial Readiness and Managerial KPIs (00:32:41)
Developing Hungry, Humble, and Capable Managers (00:35:37)

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Connect with the Podcast:

Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976
Subscribe on YouTube: https://www.youtube.com/carmcapriotto
Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/
Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/
Follow on Twitter: https://twitter.com/RResultsBiz
Visit the Website: https://remarkableresults.biz/
Join our Insider List: https://remarkableresults.biz/insider
All books mentioned on our podcasts: https://remarkableresults.biz/books
Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom
Buy Me a Coffee: https://www.buymeacoffee.com/carm
Special episode collections: https://remarkableresults.biz/collections
The Aftermarket Radio Network: https://aftermarketradionetwork.com/
Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/
Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm

Are You Micromanaging Your Team to Disengagement? [RR 1024]

Carm Capriotto, AAP — Tue, 28 Jan 2025 05:15:00 +0000

Thanks to our Partners, NAPA Auto Care, NAPA TRACS and Automotive Management Network

“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.

Connor Tracy, Director of Partner Development at KUKUI

Show Notes

Watch Full Video Episode
Introduction and Episode Overview (00:00:00)
Connor Tracy’s Background (00:01:42).
The Homecoming Story (00:02:01)
The Importance of Delegation (00:04:41)
Micromanagement Pitfalls (00:06:08)
Learning from Mistakes (00:09:09)
Shifting from ‘Me’ to ‘Us’ (00:09:40)
Empowering Team Decisions (00:10:36)
Challenges of Leadership Training (00:12:22)
Personality vs. Leadership Skills (00:13:06)
Customer Review Management (00:17:12)
The Need for Coaching (00:18:58)
Peer Mentorship and Outside Perspectives (00:19:51)
Sales Territory Engagement (00:20:42)
Industry Resets and Agility (00:21:13)
Proactive Leadership (00:22:27)
Data-Driven Decision Making (00:26:18)
Trends and Business Performance (00:27:27)
AI Integration in Business (00:28:43)

Thanks to our Partners, NAPA Auto Care, NAPA TRACS and Automotive Management Network

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com

Connect with the Podcast:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

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

Should I Hire A Shop Manager? [THA 413]

Carm Capriotto, AAP — Fri, 27 Dec 2024 19:00:00 +0000

Thanks to our Partners, NAPA TRACS, Auto-Fix Auto Shop Coaching, and Today’s Class

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.

Larry Rose, Larry’s Automotive, Newburgh, IN

Andy Adams, Adam’s Garage, Terre Haute, IN

Steve Finzel, Finzel’s Mastertech, Terre Haute, IN. Steve’s previous episodes HERE

Show Notes

Watch Full Video Episode
MACS Training Event & Trade Show, Jan 30 – Feb 1, Orlando, FL: https://macsmobileairclimate.org/
Importance of Hiring a Manager (00:01:07)
When to Hire a Manager (00:03:02)
Transitioning Roles (00:04:05)
Challenges of Managing Alone (00:04:54)
The Role of SOPs (00:08:23)
Building Relationships with the Team (00:11:08)
Finding the Right Manager (00:12:02)
Managing the Team Structure (00:14:00)
Navigating Cultural Changes (00:14:21)
Understanding Temperature in Management (00:16:58)
Realization of Need for a Manager (00:17:54)
Guilt Factor of Owners (00:18:57)
Checking Staff Moods (00:19:12)
Management by Walking Around (00:20:49)
Tools for Success (00:21:57)
Distinction Between Roles (00:22:51)
Need for Leadership (00:25:02)
Challenges of In-House Promotions (00:27:00)
Leadership Development (00:27:53)
Compensation Strategies (00:30:24)
Internal vs. External Hiring (00:31:49)
Managing Shop Communication (00:34:03)
Life Changes and Business Management (00:35:38)
Exit Strategy and Business Value (00:36:59)
Hiring Better Talent (00:37:57)
Coaching and Personal Growth (00:39:44)

Thanks to our Partner, NAPA TRACS

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Thanks to our Partner, Auto-Fix Auto Shop Coaching

Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Connect with the Podcast:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

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

Technician’s Three-Year Succession Plan [RR 906]

Carm Capriotto, AAP — Fri, 01 Dec 2023 05:15:00 +0000

Recorded Live at AAPEX 2023, 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.

Brandon Ludwikowski, Midwest Performance Cars, Chicago and Northbrook, IL.

Andy Bizub, Midwest Performance Cars, Chicago and Northbrook, IL. Andy’s previous episodes HERE.

Show Notes

Watch Full Video
Attitude is Key (00:02:12) Brandon emphasizes the importance of having a positive attitude in the face of challenges and setbacks.
Providing the Right Tools and Knowledge (00:03:19) Brandon discusses the need for owners to provide technicians with the necessary tools and knowledge to perform their job effectively.
Finding the Best Training Sources (00:04:51) Andy explains how he identifies knowledge gaps in his team and seeks out the best training sources to enhance their skills and capabilities.
Using a dashboard for learning and improvement (00:09:10) Discussion about the usefulness of a dashboard in identifying areas for improvement.
Dealing with overconfidence and ego in technicians (00:09:42) The challenges of working with technicians who believe they know everything and the importance of leaving ego at the door.
Considering succession planning and bringing on an ownership team. (00:11:01) The reasons behind bringing on an ownership team, including geographical considerations and planning for the future.
The journey to becoming part owners (00:17:56) Brandon discusses the process of becoming a part owner of Midwest Performance Cars and the decision-making involved. Andy describes the complementary skills and characteristics of the three owners: Chris, Ryan, and Brandon.
Future plans and ownership transition (00:24:34) Andy explains the terms of the deal, including the timeline for the owners to fully pay for their shares and the possibility of Andy staying on as an advisor.
The importance of balance sheets (00:31:46) Andy explains the importance of understanding balance sheets and how they show the true worth of a business.
Teaching finance to the team (00:34:02) Andy discusses how he teaches finance to his team, emphasizing the importance of understanding numbers and making informed decisions.
Transitioning from a single owner to a business owner (00:34:24) The conversation shifts to the challenges faced by single owners and how they can start transitioning to becoming successful business owners.
The balance sheet and cash flow statements (00:34:40) Explanation of the importance of understanding balance sheets and cash flow statements for business owners.
The benefits of having a coach (00:36:17) Discussion on the positive impact of having a coach for business owners.
Transitioning to a business mindset (00:37:08) The importance of shop owners understanding the business side of their industry and becoming businessmen, rather than just shop owners.

Thanks to our Partners, AAPEX and NAPA TRACS

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

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Connect with the Podcast:

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

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

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

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

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

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

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

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

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

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

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

Making a Course Correction with Wesley Adams [AW 181]

Carm Capriotto, AAP — Sat, 28 Oct 2023 05:15:00 +0000

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.

Wesley Adams, Ulmer’s Auto Care, Cincinnati, OH.

Show Notes:

Watch Full Video
Course Correction (00:01:03) The concept of course correction in various aspects of life and business.
Trusting Your Team (00:06:00) Wesley Adams talks about the importance of trusting your team and seeking honest feedback for making course corrections in business.
The mentorship conversation (00:08:58) Wesley talks about his boss, Bryan Kauffeld, being his mentor and teaching him about life, business, and leadership.
Course correction after COVID (00:10:12) Wesley discusses how the COVID pandemic forced them to make course corrections and look for new opportunities to improve and grow.
Learning to manage a transmission shop (00:10:37) Wesley talks about the challenges and learning experiences of managing a transmission shop, including different business processes and sales tactics.
The importance of understanding people and their attitudes (00:16:48) Wesley discusses the importance of knowing the attitudes and personal lives of team members in order to effectively manage a business.
The value of incremental improvements (00:18:05) Wesley emphasizes that small, intentional course corrections and marginal gains over time can lead to significant success.
Wesley’s background and moral compass (00:18:41) Wesley shares his background and how his experiences shaped his moral compass, leading him to prioritize honesty and teaching in his approach to sales and leadership.

Thanks to our Partner, Dorman Trainings.

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

Connect with the Podcast:

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

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

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

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

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

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

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

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

S.O.B: Son of Boss [THA 344]

Carm Capriotto, AAP — Thu, 07 Sep 2023 05:15:00 +0000

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.

Andrew Marcotte, American Pride Automotive, 5 locations, Virginia. Andrew’s previous episodes HERE

Anthony Campanella, Paul Campanella’s Auto and Tire Center, 5 locations, Delaware and Pennsylvania

Show Notes:

Watch Video Episode
The challenges of being in a family business (00:01:04) Discussion on the unique dynamics and challenges of working in a family business, including the pressure to succeed and the need to earn one’s position.
Nepotism in family businesses (00:02:19) Exploration of the negative connotations and perceptions associated with nepotism in family businesses, and the importance of earning respect and value independently.
Learning to be a leader in a family business (00:06:39) Conversation about the innate qualities and acquired skills necessary to become an effective leader.
Positive affirmations and leadership development (00:08:16) Discussion on the effectiveness of positive affirmations in leadership development and the importance of focusing on minor wins.
Work-life balance in a family business (00:09:22) Exploration of how to draw the line between work and personal life in a family business and the realization of not letting work interfere with personal time.
High expectations in a family business (00:14:20) Being expected to handle various issues and tasks in the family business due to their upbringing and the trust built over the years.
The importance of communication (00:16:42) The significance of effective communication in their businesses and how it helps in avoiding misunderstandings and aligning perspectives.
Transitioning to a visionary role (00:18:00) Andrew talks about his plan to become the visionary for the company and the importance of having a support staff in place for a smooth transition.
Complementing each other’s strengths (00:20:37) Anthony and Andrew highlight how their different approaches to decision-making, one being data-driven and the other relying on gut feel, complement each other and contribute to the success of their businesses.
The importance of transparency and trust in growing a small business (00:24:02) Being transparent and trustworthy in order to grow a small business and change the negative perception of the automotive industry.
The value of networking and community involvement in the automotive field (00:24:57) Anthony shares how his father taught him the value of networking and being involved in the community to build a positive reputation in the automotive industry.
The impact of peer mentorship and learning from others in the industry (00:27:49) The profound effect of being part of a coaching group like Transformers, where they have been able to learn from and be inspired by other successful operators in the industry.

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

Connect with the Podcast

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

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

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

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

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

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

Redefining Business Bravery: Stories of Courage [THA 341]

Carm Capriotto, AAP — Thu, 17 Aug 2023 05:15:00 +0000

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.

Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE

Jarred Downs, Steve’s Automotive Specialists, Salt Lake City, UT.

Alex Cronin, Ulmer’s Auto Care, Cincinnati, OH.

Show Notes:

Watch Video Episode
Courage in Leadership (00:00:01) Discussion on the importance of courage in leadership and the different styles of leadership.
Teaching Courage (00:04:19) Exploration of how to teach and develop courage in teams and the role of coaching and mentoring.
Tough Conversations (00:06:33) Importance of having tough conversations as a leader and the need for transparency and clear expectations.
Courage in Communication (00:08:59) The importance of checking if messaging got through and the need for leaders to visit stores and have conversations.
Building Courage through Training (00:09:52) The impact of having proper procedures and training in place on an individual’s ability to make courageous decisions.
Confidence and Ownership (00:13:08) The relationship between confidence, ownership, and courage in making courageous decisions.
Courage in Leadership (00:18:20) Discussion on building courage in service managers through coaching and empowering them to make decisions within company boundaries.
Customer Experience Strategy (00:19:16) Exploration of the discretion given to service advisors to make decisions that prioritize customer satisfaction, with post-situation analysis for improvement.
Tough Calls and Courage (00:20:21) Highlighting the importance of having the courage to make tough decisions for the benefit of the company, team members, and individuals, rather than relying solely on self-confidence.

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

Connect with the Podcast

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

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

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

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

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

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

From Training to Triumph: Breathe Leadership Into Your People [RR 868]

Carm Capriotto, AAP — Fri, 21 Jul 2023 05:15:00 +0000

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.

Max Orsborn, Gateway Automotive, Bavarian Autohaus, Midway Automotive and Tire, WA.

David Askwith, Managing Director, Auto Stream Car Care, MD. David’s previous episodes HERE

Show Notes

Watch Full Video Episode
The importance of training and its effectiveness (00:02:59) Dave Askwith discusses the need for more training and a better understanding of its effectiveness in automotive businesses.
Lack of defined leadership and accountability (00:05:47) Max Orsborn highlights the lack of defined leadership and its impact on accountability and consistent understanding of reporting structures.
The lack of transparency and communication (00:08:30) Discussion on the importance of transparency and communication in leadership roles and the need for clear communication during major changes in the business.
Overcommunicating and addressing discomfort (00:08:55) Importance of overcommunicating and addressing discomfort when making managerial changes and the need to avoid making assumptions.
The responsibility of leaders in communicating changes (00:09:32) Discussion on the responsibility of leaders to communicate changes in the business and the importance of being present and involved in the communication process.
The importance of face time and trust (00:17:13) Discussion on the significance of spending time in the workplace, observing and building trust with employees.
Teaching leadership skills (00:20:42) Exploration of different approaches to teaching and developing leadership skills, including leading by example and promoting responsibility and accountability.
The importance of admitting mistakes (00:25:07) Discussion on the importance of recognizing when you were wrong and making adjustments in hiring decisions.
Accountability in leadership (00:25:59) Exploration of how accountability can go both ways in leadership and the humbling moments of admitting mistakes.
Value of peer groups (00:27:37) The benefits of being part of peer groups and how they can raise expectations and provide insights for success.

Thanks to our Partners, AAPEX and NAPA TRACS.

Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 – Nov 2, 2023, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Connect with the Podcast:

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

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

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

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

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

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

Is Your Shop Butcher Clean? [RR 866]

Carm Capriotto, AAP — Fri, 14 Jul 2023 05:15:00 +0000

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!

Andrew Marcotte, American Pride Automotive, 5 locations, Virginia.

Melissa Parker, Harrell’s Tire and Auto, 6 locations, North Carolina.

Show Notes

Watch Full Video Episode
The Peer Review and Transformers Group (00:00:01) Discussion about being at Scruggs Automotive for a peer review with the Transformers group.
Growing and Expanding the Business (00:02:25) Conversation about the excitement and challenges of expanding the number of locations and the mindset required for growth.
The importance of retaining high-quality people (00:07:52) Discussion on the goal of retaining high-quality employees and the challenges faced when trying to change the mode of operation in a shop.
The impact of owner involvement on business value (00:08:28) Exploration of how the level of owner involvement can affect the value of a business and the importance of prioritizing a sellable business.
The significance of cultural fit in acquisitions (00:09:28) Conversation about the importance of cultural fit when acquiring a new location and the potential consequences of not considering it during the due diligence process.
The importance of addressing toxic employees (00:16:40) Discusses the negative impact of having a toxic employee in a store and the importance of addressing the issue promptly.
Hiring for cultural fit and potential (00:17:53) Talks about the shift in hiring philosophy to focus on cultural fit and potential rather than solely valuing work experience.
Observations and recommendations from store visits (00:20:23) Discusses the process of observing store operations and sharing findings, including the need for consistency across locations and focusing on growth opportunities.
The virtual service advisor (00:24:48) Discussion about the possibility of hiring a virtual service advisor for a multi-store operation.
Butcher clean (00:25:43) Explanation of the term “butcher clean” and its relation to having clean books in a business.
The role of a CXO (00:26:51) Exploration of the concept of a Client Experience Officer (CXO) and the importance of building a consistent customer experience.
Building relationships and gaining insights (00:33:59) Andrew encourages listeners to build relationships within the industry and learn from other operations to find success.

Thanks to our Partners, AAPEX and NAPA TRACS.

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Connect with the Podcast:

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

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

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

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

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

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

Hiring Process Explained [RR 865]

Carm Capriotto, AAP — Tue, 11 Jul 2023 05:15:00 +0000

Phil Carpenter discusses the challenges of finding good technicians and the constant need for recruitment. He 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.

Phil Carpenter, Director of Operations, Urban Auto Care and Avalon Motor Sports, Denver, CO. Listen to Phil’s other episodes HERE.

Show Notes

Watch Full Video Episode
Finding a Good Technician (00:01:01) Discussion on the average time it takes to find a good technician and the process of recruitment and advertising.
Interviewing Process (00:04:43) Explanation of the initial video interview and the reasons behind conducting it remotely, followed by the subsequent in-person interview process.
The interview process (00:08:33) Discussion about the interview process, including preface to team, narrowing down candidates, and making offers.
Making an offer (00:09:27) The timeline and process of making an offer, including visiting other locations and discussing assessments.
Pay discussions (00:15:16) The challenges of pay discussions and asking candidates if they are looking for a raise at their current job.
The interview follow-up (00:17:33) Discussion about reaching out to a candidate after an interview and the experience of being ghosted.
The effectiveness of text messages (00:18:51) Conversation about the preference for texting over email when contacting potential hires.
The orientation process (00:22:54) Explanation of the onboarding process, including providing the employee handbook and accompanying videos.
Sense of Urgency and Desperation (00:26:01) Discussion on the difference between sense of urgency and desperation when looking for new job opportunities.
Always Recruiting Technicians (00:26:28) Importance of constantly running ads and recruiting technicians due to the 3 to 4 month window it takes to advertise and recruit.
Challenges with Employee Retention (00:27:02) Exploration of reasons why employees leave, including burnout and finding better opportunities in different environments.

Thanks to our Partner, NAPA AUTO CARE

Learn more about NAPA AUTO CARE and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

Connect with the Podcast:

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

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

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

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

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

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

Why Cleanliness Matters [AW 101]

Carm Capriotto, AAP — Sat, 16 Apr 2022 05:15:00 +0000

Guest hosts and a shop tour with Henry Rose and Jeff Scruggs, Scruggs Automotive Repair, Buffalo, NY. Find out why cleanliness matters and how to implement it within your business. Plus, get an inside look at their new Annex location across the street.

Watch the Episode on YouTube

Key Talking Points

“If you’re always cleaning, you’re never cleaning.”
6th location is opening across the street from Abbott Rd location- fleet work will be moved into the new building
It’s all about efficiency, productivity, and minimizing walking distance
Scrap is picked up on a weekly basis. Tires are picked up on a monthly basis. Anything that is in the shop is utilized. If it’s not utilized, they get rid of it

Connect with the Podcast:

Aftermarket Radio Network

Subscribe on YouTube

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Become an Insider

Buy me a coffee

Important Books

Check out today’s partner:

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

Ready, Set, Grow! with Phil Carpenter [AW 094]

Carm Capriotto, AAP — Sat, 26 Feb 2022 05:15:00 +0000

Guest host and shop tour with Phil Carpenter, Urban Auto Care and Avalon Motor Sports, Denver, CO, discusses scaling your business the right way. Learn from Phil’s experience with 5 locations and over 30 employees. Listen to Phil’s other episodes HERE.

Watch Episode on YouTube

Key Talking Points

You have to have a dedicated, reliable core group of people.
Who will do what? What other roles will you need as you grow? Play to your strengths
Infrastructure for scaling, email, phones, point of sale, credit cards, accounting, Google Workspace, website
Processes for scaling, document them in a way that you can easily train others
Hire to grow into manager role- protect the culture and get team buy-in. Look for people with high ceilings. Are they open to training? Are they stagnant?
Grow for the right reasons- creating the best opportunity for people to grow into more roles, impacting the community.
Balance- coverage for employees being out while developing and training.

Avalon Motor Sports: https://www.avalonmotorsports.com/

Urban Auto Care: https://www.urbanautocare.com/

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:

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour