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

Margaret Palango, CEO of Autoshop Solutions, shares her unexpected diagnosis of acute myeloid leukemia (AML) in May 2023. In this powerful episode, she shares the emotional and physical hurdles she faced, the intensity of her treatment, and how she stayed grounded through it all with a positive mindset. Margaret highlights the critical role of a strong support system and how her team, resilience, and leadership helped her navigate one of life’s toughest battles. Her story is a moving testament to the strength of the human spirit. Don’t miss this inspiring conversation filled with motivation, hope, and meaningful life lessons.

Margaret Palango, CEO Autoshop Solutions. Margaret’s previous episodes HERE

Show Notes

• Watch Full Video Episode
• Introduction and Celebration (00:00:00)
• Margaret’s Introduction (00:02:18)
• Understanding AML (00:02:30)
• The Importance of Positivity (00:06:18)
• Treatment Navigation (00:07:32)
• Listening to Your Body (00:08:18)
• Advocating for Health (00:09:50)
• Teamwork with Medical Staff (00:12:35)
• Managing Side Effects (00:18:25)
• Bone Marrow Transplant Journey (00:19:56)
• Importance of Remission (00:20:50)
• Mental Strength During Treatment (00:24:00)
• Support and Positivity (00:28:34)
• Team Dynamics and Leadership (00:30:08)
• Planning for the Unexpected (00:36:20)
• Lessons in Trust and Growth (00:37:00)
• Support from the Team (00:40:12)

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/

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

Recorded at the 45th annual Mobile Air Climate Systems Conference (MACS 2025) in Orlando, Florida, Rob Bollinger shares the unique story of his third-generation family business, emphasizing their commitment to personal service and the legacy of his grandfather, who invented the overflow bottle system. The discussion also touches upon industry trends, the challenges of price competition, the evolution of AC systems with electric vehicles, and Bollinger’s future plans for the business.

Rob Bollinger, ABC Radiator, Baltimore, MD. https://www.facebook.com/abcradiator401

Show Notes

• Watch Full Video Episode
• MACS Training Event & Trade Show: https://macsmobileairclimate.org/
• National Automotive Service Task Force (NASTF): https://wp.nastf.org/
• Koura: https://www.kouraglobal.com/
• Honeywell: https://www.honeywell.com/us/en
• Introduction to MAC Conference (00:00:00)
• Guest Introduction: Rob Bollinger (00:02:17)
• Rob’s Family Business Legacy (00:02:52)
• Personal Touch in Deliveries (00:03:52)
• Customer Engagement During Deliveries (00:04:30)
• Rob’s Background in the Business (00:06:08)
• Regrets About Family Business (00:06:22)
• Coolant Reservoir Bottle Invention (00:07:40)
• Patenting the Invention (00:08:25)
• Legacy of the Invention (00:09:48)
• Cash vs. Cashless Transactions (00:10:05)
• Honesty in Business (00:15:46)
• Future of Specialty Shops (00:16:20)
• Customer Outreach (00:16:30)
• Changes in Radiator Industry (00:16:54)
• Hiring Challenges (00:18:11)
• Golfing and Business Balance (00:18:39)
• AC Industry Challenges (00:20:10)
• Leak Detection Methods (00:20:57)
• Future Plans (00:21:50)
• Real Estate and Business Stability (00:22:28)
• Family Support (00:23:33)
• Training and Industry Updates (00:24:26)
• Vendor Interaction at Conferences (00:25:08)
• AI Repair Discussion (00:25:55)
• Reflection on the Conversation (00:26:09)

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/

Thanks to our Partners, Shop Boss, and 360 Payments

Joe Sevart, I70 Auto Service, Kansas City, MO. Coach with Repair Shop of Tomorrow

Show Notes:

• Watch Full Video Episode
• Preparing for the Unexpected (00:00:06)
• Personal Experiences and Planning (00:00:23)
• Financial and Legal Preparations (00:01:17)
• Key Employee Insurance (00:02:24)
• Importance of Documentation (00:03:14)
• Real-Life Examples of Tragedy (00:04:12)
• Consequences of Lack of Planning (00:05:40)
• Encouragement to Act (00:06:42)

Thanks to our Partners, Shop Boss, and 360 Payments

Shop Boss – Shop Management Software built by shop owners for shop owners. It works the way you need it to, right out of the box. Find on the web at https://shopboss.net

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/

Thanks to our Partner, NAPA Auto Care

Dr. John Passante and Dr. Thomas Litzinger, titans of the automotive aftermarket industry, steer through the intricacies of professional development and organizational strategies. Some key takeaways: Innovation is non-negotiable, education is critical, and leadership makes the difference.

Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group. John’s other episodes HERE.

Dr. Thomas Litzinger, Chair of the University of the Aftermarket at Northwood University.

Show Notes

• Watch Full Video Episode
• Leadership 2.0 (00:02:48) Discussion about the educational programs offered by the University of the Aftermarket at Northwood University.
• The importance of being a lifelong learner (00:04:14) The significance of being a lifelong learner in the automotive aftermarket industry and personal experiences related to learning.
• Right to Repair Legislation (00:11:01) The fight to secure data access for vehicle owners and independent repair shops, and the introduction of the right to repair legislation.
• Leadership development and scholarships for service professionals and technicians (00:16:09) The University’s efforts to provide leadership development opportunities and scholarships for service professionals and technicians in the industry.
• The human spirit (00:18:46) The boundless human potential and the importance of collective effort and positive attitude.
• Legacy and teamwork (00:19:42) The impact of the human spirit, legacy, and teamwork in achieving common goals.
• Leadership and culture (00:21:42) The conversation shifts to the importance of culture and leadership in the workplace, emphasizing the value of nurturing and developing employees.
• Professional development (00:22:17) The need for professional technicians to receive training in financial acumen and leadership for their success.
• Retirement and personal growth (00:23:26) Speaker 2 shares his post-retirement activities, including executive coaching and writing children’s books, emphasizing the importance of continuous personal growth.
• Leadership 2.0 program (00:24:33)
• Employee satisfaction and development (00:28:20) The importance of contributing to the life satisfaction of team members through organizational culture and training and development programs.
• Industry storytelling and leadership (00:31:13) The conversation ends with a focus on industry storytelling, leadership, and the significance of the automotive aftermarket.

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:

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

-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

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

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

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

Nothing beats live in-person industry events. There is power in the collaborative minds from around the country in one room. The podcast attended the 2022 Elite Invitational in San Diego and we recorded some incredible stories with essential aftermarket voices. At the end of the conference, I had the idea to grab Jim Murphy, Gene Morrill, and Joe Marconi for a recap of the event and their perspectives on our industry. Keep listening, you have the best seat in the house right next to these 3 aftermarket icons.

Gene Morrill, Certified Automotive in Glendora, CA. Business Development Coach with Elite Top Shop 360, Elite Worldwide. Gene’s previous episodes HERE

Joe Marconi, Executive Council Member, Elite Worldwide. Joe’s Episodes HERE.

Jim Murphy, Pro Service Leader, Elite Pro Service Program, Elite Worldwide. Jim’s previous episodes HERE

Key Talking Points

• Guiding, not telling what to do
• Takeaways- more young people attending, non Elite clients attending, finding your ideal customer (the 20%), customer base still referring to technicians as ‘mechanics’
• The Bob Cooper Experience- presence and ethics
• Implementation is the key to acquiring knowledge
• Changing demographic with customers and employees
• Movement of shop owners coming from different careers
• Always move forward, be inspired, attend training, be focused on your employees, empower your employees to create customer experiences, brainstorm opportunities

Connect with the Podcast:

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:

Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com

I never thought I’d ever be doing a tribute like this for a good friend, Bob Greenwood.  His passing really hit me as it did for so many others. You can’t help but realize we lost him way too early in his life. His mission wasn’t close to being done. 

If you ever heard Bob Greenwood’s passion for this industry you know that he held high hopes for the future success of the independent aftermarket. His passion for making this great industry a profession instead of a trade was one of his biggest talking points (a signature of his) wherever and whenever he had a chance to pontificate.

I reflect on a few of Bob’s accomplishments, some of the thirty-three episodes he contributed to and I welcomed some friends to share their memory of Bob.

Listen to all of Bob Greenwood Second Thoughts Podcast Episodes HERE.

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

Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group. He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest.

I’ve seen John speak at many events and he always ignites the spirit of self-development and leadership.

John works with many aftermarket organizations to increase its effectiveness by better utilizing their human capital to implement change initiatives including Management Development, Leadership Development, Personal Development, and Team Development among others. Find John’s other episodes HERE.

Phil Moore is Vice President Sales and Marketing at Federated Auto Parts. Find Phil’s other episodes HERE.

Key Talking Points:

• Walt Disney- three stages of thinking: dreamer, realist, and critic
• Learning and working- learn one thing every day, affects your whole body, attitude, and motivation  
• The US ranked 26th/27th in the world for the number of ideas we get from our employees- do employees know owners want their ideas?
• Round robin brainstorming exercise- topic to discuss and each person has a chance to give ideas. Best ideas happened at the end once people can hear what others say and build on it 
• Check your ego and job title at the door when brainstorming as a group- no idea is a bad idea and there can’t be criticism 
• SWOT- strengths, weaknesses, opportunities, and threats: don’t wait to do SWOT when there is a serious issue. When you’re desperate you will come up with desperate ideas 
• Brainstorming with a team builds loyalty and makes people want to contribute 
• Don’t limit your base of knowledge to just the people you know- get outside input 
• Be observant when you’re outside of work that could help your business

Resources:

• Thanks to Dr. John Passante and Phil Moore 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.
• 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

Randy Pickering

As a 4th generation automotive “lifer”, I have learned that vehicles come and go, are broken, and fixed, but the relationships with our customers far outlast their transportation needs.

I am committed to ensuring that every customer of ours is completely satisfied after working with our team. We work diligently to provide peace of mind to all of our customers by treating them as if they were part of our own families.

I wanted Pickering’s to be an environment that reminded our customers of a time when your technician and service advisor were more than just the people who took care of your car, but rather individuals who remembered you by name, genuinely took an interest in your life and built a relationship with you.

We believe our industry should not differ from any other industry in how we perform customer service. Just because we are in the auto repair business does not mean customers should expect poor customer service and abuse, as many customers believe they receive from others in our industry.

• We will greet our customers cheerfully, excited that WE CAN resolve the auto repair problems they have. Knowing that with our resources WE CAN help them get the fullest life use of their vehicle.
• We want to earn our customers trust so they are comfortable and confident with our integrity and abilities to have us take care of their car concerns.
• We want our customers to be satisfied, as never before, in our industry. We hope our customers will become our raving fans and feel the need to express their experiences to others, recommending our facility to them.

Key Talking Points:

• 4th generation business- sons will be taking it over next and become 5th generation Had a medical emergency with lungs and had to take 3 months off- sons enjoyed stepping in and wanted to make some changes. Randy realized it was time to transition.   
• Transitioning getting out of business- finding another source of income which is coaching for Elite Worldwide 
• Felt positive about transition- has great employees, customers and processes/procedures/systems in place already
• Hasn’t been in the day to day part of business in last 3-5 years
• Training and being involved in associationsIncredibly important part of business- started being involved in ASA in early 1980’s  
• Sons both wanted to join 20 groups on their own
• Opening second locationWanted expansion to have solid exit plan in future 
• Sons are looking toward opening 3rd location- both positives and drawbacks, how much time are you willing to put into business in order for it to grow?
• Internal candidate for succession plansLook internally and shift your hiring- “Is this person a potential candidate for my business?” 
• Being successfulCustomer service- giving them an experience and treating them so they want to come back 
• Having a succession plan in place- anything can happen at any moment in time, carve out specific roles and learn to let go.
• Setting and attaining gross profit percentages
• Best advice- hire a coach early on and enjoy your family

Resources:

• Thanks to Randy Pickering 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. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com/register

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

Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group. He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest.

I’ve seen John speak at many events and he always ignites the spirit of self-development and leadership.

John works with many aftermarket organizations to increase its effectiveness by better utilizing their human capital to implement change initiatives including Management Development, Leadership Development, Personal Development, and Team Development among others. Find John’s other episodes HERE.

Paul T. McCarthy is the President of Automotive Aftermarket Suppliers Association. AASA is the voice for the automotive aftermarket supplier industry.

Paul has 23 years of experience in the automotive industry. Prior to joining MEMA, Paul led the Automotive and Industrial Products Strategy Practice at PricewaterhouseCoopers (PwC). He consulted at dozens of automotive suppliers, eight of the top ten global automakers, and at private equity firms and financial institutions. His past leadership roles include heading PwC Germany’s Automotive Strategy advisory practice and leading global forecasting and analysis for a prominent vehicle forecast service, Autofacts. Paul has an MBA from Duke’s University’s Fuqua School of Business. Find Paul’s other episodes HERE.

Key Talking Points:

• Am I being heard and understood? As owner, and as employee etcTo do lists and “things” often clutter the day- but nothing happens without people
• 62% of people are not fully engaged in their job  
• 70% of employees feel they never been given sign of appreciation 
• No one gets to where they are in life by themselves- don’t let your ego get in the wayWhy are you in the automotive industry? Everyone has a personal story connecting them to the industry.
• Leadership is validadting the people you lead everyday- vision, values and validationLeadership is caring and showing that you care
• Match your words and actions
• Accepting people for who they are and being comfortable with yourself- sharing what you know and admitting what you don’t know
• Unlock the talent and potential in people
• Take the fear out of learning and trying something new
• Difference between motivation and movement- “Do this or I’ll fire you” vs “Let’s talk about how we can improve efficiency,” One is fear, one is inclusion
• Do you ask your employees for ideas?
• Real test of leadership is when times are tough- invoke faith in the process and the industry 
• It’s all about the customer- connecting with themShow your customers you value them- ask how they are doing personally, how their family is doing etc

Resources:

• Thanks to Paul McCarthy and John Passante 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.
• 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. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com

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 shop-ware.com

Chris Chesney is theDirector of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member. Visit Chris’s previous episodes HERE.

Mitch Schneider is a fourth-generation “mechanic/technician” recognized as a champion of service dealer and technician causes. Mitch is an award-winning journalist, former shop owner, and published novelist. For more than 37 years, Mitch operated Schneider’s Automotive — a successful 6-bay, family-owned and operated service facility in Simi Valley, Calif.

Mitch has recent great news on the biggest challenge in his life as he has taken on Primary Myelofibrosis, a rare bone cancer, head-on. He is in his recovery after a successful stem cell /bone marrow transplant in April 2019. I’m so glad to have him back to discuss his novel Misfire: What to Do When Things Aren’t Running on All Cylinders. Look for Mitch’s other episodes HERE.

Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Find Maylan’s previous episodes HERE.

Bob Pulverenti is the Executive Director of the Independent Garage Owners of North Carolina and show chairman of ASTE (Automotive Service & Technology Expo), prior to working for IGO Bob worked as the Executive Director of SSRSOUNY in Syracuse NY. He had also operated automotive shops in Central NY for 25 years, as a shop owner he was triple certified with ASE & a nine time NAPA/ASE Technician of the year award winner. He holds the AMI Accredited Automotive Manager certification. He sits on the AASP National Board of Directors and is a registered lobbyist. Previous Episodes HERE.

Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq ft shop has 21 lifts with two flats per lift.

Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry previous episodes HERE.

Key Talking Points:

• Some big work done in this decade was carburetors   
• Maylan was a Snap on Dealer and Mitch was a customer
• Chris Chesney was also a Snap On Dealer. They kept you in debt so you got up everyday and went to workYou had to pay so you collected from your customer everyday
• New Tech: Chrysler Electronic Ignition. No points and condensers. “Space Age Tech!!”
• If you did not have a feeler gauge you used a match book cover
• Sun engine analyzer. These guys are still waiting to learn how to use it
• As is typical with each decade or new advances in technology many did not believe it would last
• Bear static balancer and BADA Bubble Balancer to balance tires
• New electronic balancer was about $6,000 at that timeTook forever to sell one and to get a shop to buy one
• These guys pumped a lot of gas. Most shops sold gas.
• Learning how it works was an incurable passion for these guys
• Chris Chesney loved the new tech 
• The more cars at the pumps the more cars came into the bays. The gas pumps was ‘social media’ back in the day
•  Mitch won a bet if he could field strip a carburetor, $100It took skill to rebuild a carburetor
• Electrical and carburetor shops were specialists in the dayThey used a growler to grind the armature
• Curiosity drove the technician of the day
• To the consumer nothing has changed.My car is broke, fix it
• Training was big at dealerships back in the 70’s
• General Motors Training Center that provided training to dealer techs also provided training to the independent via their AC/Delco product division
•  Some training came from the parts people that was more of product training then technical
• Everyone was in street racing or drag racing
• The techs of the day in the 70’s loved the machine called the automotible
• We need to start attracting young people into our industry
• Motor and Chilon were the repair manuals necessary to repair cars of the time 
• Be careful and mindful of the solvents you are working with.Wear gloves, glasses and steel toed shoes

Resources:

• A special thanks to Chris Chesney, Mitch Schneider, Maylan Newton, Bob Pulverenty, and Jerry Kezhaya for their contribution to the aftermarket.
• 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.

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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

This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com

Mitch Schneider is a fourth-generation “mechanic/technician” recognized as a champion of service dealer and technician causes. Mitch is an award-winning journalist, former shop owner, and published novelist. For more than 37 years, Mitch operated Schneider’s Automotive — a successful 6-bay, family-owned and operated service facility in Simi Valley, Calif.

Mitch has recent great news on the biggest challenge in his life as he has taken on Primary Myelofibrosis, a rare bone cancer, head-on. He is in his recovery after a successful stem cell /bone marrow transplant in April 2019. I’m so glad to have him back to discuss his novel Misfire: What to Do When Things Aren’t Running on All Cylinders.

Look for Mitch’s other episodes HERE.

Key Talking Points:

• Fewer cars in the future?Millennials not as tied to personal transportation- use alternative transportation
• Tech shortage- demand will fall as technology increases, fewer people working on fewer cars
• Stem cell transplant surgery from a stranger in Israel Gave a sense of the purse to give back and leave something tangible behind 
• Book “Misfire” became legacy project
• Goodness of peopleStrangers helping when Mitch fell and broke elbow- willingness to do the right thing
• Open yourself to the universe to see what is out there
• “You don’t lose, you just learn”You will make mistakes, move on from it
• In order to change the future is to be the future- be proactive to reactive  
• Success- always lean into the next challenge
• Readers make leadersMitch sets aside 15 minutes per day minimum for reading 
• You are what you think and you think when you read
• Automotive is essential and always has been Should always feel appreciated and admiration for services they provide
• Make an investment in your own future 

Resources:

• Thanks to Mitch Schneider 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.
• Love what we do, buy a cup of coffee 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 Carm a Cup of 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. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com

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 shop-ware.com

Mitch Schneider released the novel MISFIRE: What to Do When Everything Isn’t Running on All Cylinders.

Mitch will give you a glimpse into the book and how he sees it helping aftermarket professionals improve their lives and their business. He shares the genesis of the book and his work to complete it so all aftermarketers benefit. It started as an outline seven years ago, to a full-fledged 300+ paged novel that has, I believe, a unique feature. Short chapters. No doubt the book will read easy and teach many.

Mitch Schneider is a fourth-generation “mechanic/technician” recognized as a champion of service dealer and technician causes. Mitch is an award-winning journalist, former shop owner, and published novelist. For more than 37 years, Mitch operated Schneider’s Automotive — a successful 6-bay, family-owned and operated service facility in Simi Valley, Calif.

Mitch has recent great news on the biggest challenge in his life as he has taken on  Primary Myelofibrosis, a rare bone cancer, head-on. He is in his recovery after a successful stem cell /bone marrow transplant in April 2019. I’m so glad to have him back to discuss his novel Misfire: What to Do When Things Aren’t Running on All Cylinders.

Look for Mitch’s other episodes HERE.

Find the book at www.misfirebook.com or on the books page on this website

Key Lessons from the Book:

• The stress, pressure, and anxiety of trying to support a business that is marginal or failing
• The impact that can have on a shop owner’s personal life: On their financial life
• The availability of tools and technologies to ‘fix’ a shop and the folks who refuse to take advantage of them
• The critical impact the Body/Mind Connection can have on success
• The critical role understanding 4-Cycle Internal Combusting Engine function can have fixing your business
• The impact elements of Eastern Philosophy and Martial Arts can have when integrated into your business: power, force vs impact, balance, flexibility, being grounded, centered, etc.

Resources:

• Thanks to Mitch Scheider 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.
• 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

Subscribe to a free mobile listening app HERE.

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. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com

Mitch Schneider is a fourth-generation “mechanic/technician” recognized as a champion of service dealer and technician causes. Mitch is also a consultant, entrepreneur, an award-winning journalist, speaker, and author.  For more than 37 years, Mitch operated Schneider’s Automotive — a successful 6-bay, family-owned and operated service facility in Simi Valley, Calif. Look for Mitch’s other episodes HERE.

Schneider is a frequent speaker at major conventions and meetings of automotive industry trade organizations, where he addresses the challenges and problems affecting the automotive service industry and has keynoted or presented for some of the nation’s most successful automotive organizations.

Mitch is also the author of Misfire: What to Do When Everything Isn’t Running on All Cylinders, an allegorical small business novel about to be published, as well as an eight-volume Automotive Service Management Series published by Cengage Learning. Look for a coming episode on this book.

Key Talking Points:

• Mitch gave a speech “Give Me Your Tired and Broken Cars” as a State of the Industry address for ETI’s Fall Meeting in 1984. Thirty-five years later Mitch sees a very similar landscape in the aftermarket.
• He understood the industry so well at that time. That speech started his career as an industry influencer, writer, speaker. He gave this speech 12 times that year.
• Mitch asks the question: “If we wanted it fixed would we have fixed it years ago?”
• Need to create own voice for the aftermarket, an organization that can speak for us
• He actually started a federation of qualified technicians. It grew but became too expensive to support; nothing like we have today with social media.  
• He believes strongly in licensing and certifications for technicians  
  • He strongly supports ASE
  • We need to get together and talk about what we can and cannot do
• We do not have any best practices that are published  
• There is more to the profession than calling yourself a professional 
• We need to accept that there are different levels of performance within the industry
  • Data acquisition, mechanical, diagnostics
• He believes many within the industry are being paid what we are worth
  • Independents need to learn how to attract the right talent
• Right to Repair initiative polarized the industry
• We can be interdependent instead of independent
• There are  better shops today because Mitch had influence in his writing and speaking
• We need to become better communicators 
• Are we taking care of ourselves?
  • Face masks
  • Gloves
  • Safety shoes
  • Minimize work with petrochemicals  and solvents 
• Our industry is intensive in these areas:
  • Equipment
  • Labor
  • Physically
  • Liability
  • Environmental responsibility
• We need to create a General Accepted Automotive Principles just like the account have with GAAP (Generally Accepted Accounting Principles)
• The supplier groups are strong and the manufacturers are weaker

• Here are his points from that speech from 1984

• • Stereotype
  • Stigma
  • Technician Shortage: Industry Graying/Shrinking from either retirement or seasoned technicians abandoning the industry to pursue other interests
  • Scarcity of ‘good’ mechanics/technicians
  • Dangers from chemical exposure to carcinogenic chemicals – Who knew?
  • High Stress
  • Inadequate compensation: the person who builds the vehicle makes exponentially more than the person who keeps it running… 
  • An unrealistic belief that someone will always be there to service, maintain or repair the vehicle
  • A reality that there are different and distinct skillsets for mechanics and technicians
  • The explosion of technology that occurred between 1978 and 1984… And, what has transpired since 
  • An ongoing problem of who finds their way into the industry and where they finally land: what percentage come from trade schools and vocational education and how many just ‘migrate’ in. 
  • How many come from other cultures and immigrant populations as our profession can be the door to a better life and what impact has that had and will continue to have. 
  • If you can service, maintain or repair a late model car or truck you can quickly learn to become an HVAC technician, a plumber or electrician 
  • Cost of tools and equipment
  • Disorganized and unrepresented… Taking the word ‘independent’ far too seriously

Talk soon,

Resources:

• Thanks to Mitch Schneider 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.
• 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

Subscribe to a mobile listening app HERE.

NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer.

Pictured above on left Dr. John Passante and Rob Tinson

Do you understand the basics of communicating and selling? Learn the intricacies of creating a partnership before making a sale. Understand the importance of humanizing a lot of things which were oversimplified by the use of technology.

Life works better when we communicate either using tech or better yet face to face. (Do you remember how to do that?) Communication is very important because it is where we build trust and credibility and how partnerships are built.

Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group.  He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest.

I’ve seen John speak at many events and he always ignites the spirit of self-development and leadership.

John works with many aftermarket organizations to increase its effectiveness by better utilizing their human capital to implement change initiatives including Management Development, Leadership Development, Personal Development, and Team Development among others. Find John’s other episodes HERE.

Rob Tinson’s distinguished Aftermarket career began over 15 years ago with BWP Distributors, a member of CARQUEST Auto Parts.  He held key sales and marketing roles at BWP and, in 2013, joined Schrader, a leading manufacturer of Tire Pressure Monitoring Systems,  a part of Sensata Technologies.

As Director of Sales for North America, Rob is responsible for Schrader’s Aftermarket business.  Rob is a proven presenter, sales leader and manager with strong interpersonal skills and technical knowledge.  His abilities and determination position Schrader as the TPMS frontrunner in the market. In addition to his notable background and expertise, Rob is a former member of YANG (Young Automotive Network Group) and remains active with the Auto Care Association.  He is a Certified TIA (Tire Industry Association) ATS instructor and a member of the industry’s exclusive Club 3633, which recognizes innovators within the tire service industry. He is graduate of Quinnipiac University and resides in Connecticut with his wife Ellen and 2 children Emily, and Jack.  He has a passion for music, hiking, ice hockey and spending time with his family.

Key Talking Points

• Face to face communication
  • Humans are social- can’t be shown through technology 
  • Sometimes technology is used as a defence mechanism not to communicate 
  • Trust and credibility is the basis  of all relationship- need to trust the person fixing your vehicle
  • Conversations and messages can get misconstrued over technology and marketing 
  • Using Facetime or video conferencing can be used to convey messages, trouble shooting and training
  • Ask customer how they like to communicate
  • Millennials want feedback on performance and face to face- also want to communicate with phone calls
  • People by from people
• Partnerships
  • First part of a sale is building a relationship not selling something 
  • Having a relationship allows you to have open discussions about any problems with vehicle with customer  
• Using technology to engage with customer
  • Showing the customer what is wrong with vehicle- face to face but using technology
•  Always selling
  • Build culture with mindset of selling
  • Value of marketing 

Resources:

• Thanks to John Passante and Rob Tinson for their contribution to the aftermarket’s premier podcast.
• Grady Firm Website 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

Subscribe to a mobile listening app HERE.

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. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com