In this episode, we are jumping into the mind of your customer. From their perspective, do they prefer to use the term mechanic or technician? Ask a customer … How much do they think a mechanic/technician earns? What is your customer’s opinion on a service advisor having visible tattoos or smelling like cigarettes? Bob Cooper asked these questions to a panel of consumers at the 2022 Elite Invitational in San Diego, and their answers will certainly surprise you. And more importantly, what should you do in your business having this knowledge?
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Joining me is the powerhouse team of women behind NAPA AutoCare. Napa has almost 100 years of dependability and remains the brand you can trust. My panel of ladies discusses the future, what makes the NAPA Family so strong, Tesla parts availability, training, and the collective strength of their AutoCare Members.
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Under 30: Our Future is Bright [THA 253]
Recently I’ve had the chance to meet some inspiring young people in our industry and I wanted to be sure you had a chance to experience what I did. I brought three of them together and I think you’ll agree, if we are grooming our young talent the proper way and they have the fortitude like these three do, then our future is in strong hands.
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Job Expectations: Boomers vs Millennials [RR 676]
Boomers and millennials could not be more different if they tried. We’ve all heard the stereotype for both generations and miscommunication and frustration often bubble to the surface in any work environment. Instead of criticizing different generations than our own, isn’t it time we pause and start understanding each other? In this episode, Bill Haas is the boomer and Sara Fraser is the millennial. They are also a father-daughter team that works together. Listen to both perspectives and find out how both generations can actually work together harmoniously.
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Trends – Aftermarket Round Table [THA 239]
The passion my panel has for this industry is hard to miss in this episode. They touch base on topics including labor rates, the professionalism of the industry and the importance of DVI’s to just name a few. We are only scratching the surface of these issues and concerns but it’s what is needed to spark a real change.
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Millennials A to Z Part 2 – Sara Fraser [RR 620]
Sara from Haas Performance Consulting will cover a large swath of millennials’ behaviors as it relates to being a customer or a team member in your business. Understanding this important and powerful generation will allow you to embrace them to the fullest. You may have millennial children, customers, nieces, and nephews, you may be one — Millennials account for a third of the workforce and you need to know their tendencies as it relates to relationships in the workplace and as customers.
The key talking points for this episode with Sara Fraser reside at remarkablersults.biz/e620.Listen and view episode notes
What it Takes to Be the Leader of a Family Business [RR 614]
We welcome Esteban Gonzales, owner of Proshop Automotive to the podcast. Here is a great story about change. Esteban needed to face reality and change his mindset and adapt to what it actually took to run a proper auto repair business.
So many can relate to Esteban and many have yet to face the hard fact that it is not easy to run a profitable service business. Esteban laments that knowing the business numbers and assembling a great team with the same passion is a different story.
This is a true family business. His older brother is a master tech, his younger brother and sister work on the front counter. His parents even live next to the shop and they eat home-cooked meals every day. That tight family bond is what makes their team a success. Check out Esteban’s advice to shop owners and understand why networking is very important in the long run. This keeps with my goal of providing you inspiring stories from the young shop owners who will be leading our industry into the future.
The key talking points reside at remarkablersults.biz/e614.Listen and view episode notes
Career Upgrade: Service Manager to Shop Owner at 29 Years Old [RR 608]
In keeping with my goal to interview new shop owners and the upcoming youth of our industry. Here is an incredible story.
Our episode today a succession story from a non-family internal candidate. A trusted service manager who hasn’t even purchased her first home.
Welcome, Colleen Yarger. She trained in the hotel industry for more than 10 years and has risen through the ranks as a service manager. Amazing that this 29-year-old has taken steps to become a shop owner. Despite her young age, she doesn’t lack the talent and has been guided by former owner Mark Goldsmith who has been a great supporter of the RR podcast.
This episode shows what is possible and how Colleen seized many opportunities she had presented to her starting with my friend Maylon Newton, then with Ryan Tunison. Lots of great inspiration to see what can be possible when you capitalize on every situation presented.
The key talking points reside at remarkablersults.biz/e608Listen and view episode notes
Millennials in High Gear with Sara Fraser Part 1 [RR 603]
Our topic today centers around millennial customers and employees. With me is Sara Fraser. Sara has been a favorite on the show and lives what she teaches as she is a millennial. Each generation has its traits and you must adjust your business to accommodate the millennial customer and employee.
Sara is with Haas Performance Consulting and teaches the millennial story. We look at the millennial customer needs/wants and the same for the millennial employee. This is part one of a two-part millennial series with Sara
You can find Sara’s other episodes and the key talking points for this episode at remarkablersults.biz/e603Listen and view episode notes
RR 484 – Jim Silverman – Attracting, Leading, and Growing Our Young Talent
There are a lot of ways to engage our young generation in our beloved aftermarket and keep them. We can create a more team-oriented environment and have creative pay bonuses and rewards to match their desire and work ethic.
My Guest, Jim Silverman, the Director of National Accounts for ATI Automotive Training Institute, brings his years of ‘been there and done that’ wisdom and delivers an enlightening discussion that includes building a reverse pyramid in your org chart, and challenges you to think about replacing yourself. Are you interviewing for your replacement? Think about it, It may take years to do this, but you need to start now. Jim Silverman explains.
We discussed the innovative things to entice our younger generation to work with us. Designing creative pay and bonuses, bolstering teamwork, supporting employees, and devising an awesome succession plan! It’s time to reverse the cycle and adapt to the new age as we embrace our younger generation to take the mantle from us!Listen and view episode notes
RR 479: Sara Fraser – Millennial Buying Habits and Tendencies
Millennials have become the largest generation recorded. So it is with a meticulous and careful analysis that we need to understand what do millennial customers want when it comes to vehicle service and repair. We need to adjust!
Sara Fraser is a millennial with over 15 years of retail management experience. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting.
She shares how millennials demand a level of service, convenience and digital finesse from whoever services their vehicles. Millennial customers can’t live without their smartphone, share great experiences, want fast communications, know how to post reviews and share on social media, and like at Amazon what things quick and fast. How do you adapt?Listen and view episode notes
Sara Fraser – The Power of Social Media for Automotive Professionals
There are a lot of trends happening on social media in the past couple of years. Understanding these trends can give us a competitive advantage and hashtags plays an important role especially on Facebook and Instagram. This episode will help you better understand the power of social media and some of the tricks that will make it work for you.
Sara Fraser has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting.Listen and view episode notes
Aaron Shaffer Wants The Service Professional to Consider Selling Premium Products For All the Right Reasons. Pick Replacement Parts That Best Serves the Intended OE Performance of the Entire SystemListen and view episode notes
Catering to the Millennial Customer
We are talking with three millennial aftermarket successors, they are each involved in the family service business. The panel: Lauren Anderson, Victory Auto Service & Glass Minneapolis, MN, Jacquie Hower, from Zimmerman’s Automotive, Mechanicsburg, PA and Carley Paiva, Elite Auto Repair in Warwick, RI
The ladies talk social media, transparency, that millennials have no patience, ‘they should know’, their view on video marketing, and where Instagram fits among other topics.Listen and view episode notes
Lucas Underwood – Take Ownership and Learn from your Mistakes. Find Humility.
There are a lot of responsibilities being a business owner. You have to re-think or get advice if your policies or strategies are not working. This episode does open the discussion on self-improvement and learning from your mistakes.
Lucas Underwood is an Automotive diagnostic specialist and shop owner. He owns L & N Performance Auto Repair, Blowing Rock, NC.
We talk about supporting post-secondary education, technician training, the importance of communicating with your team, staying current with customer needs such as texting and what are his success secrets at this time in his life. Lucas is a millennial shop ower for the last 10 years. The road was not paved in gold.Listen and view episode notes
Family Succession Part 1 – Our Future Female Shop Owners
We are talking to three millennial ladies who are geared for the succession of the family business. Many of our aftermarkets family businesses want to retire knowing that the business they have built is in safe hands, is moving forward and continues to succeed. Grooming a family member to become the CEO is a big decision and challenging journey.
Our guests are young and energetic female successors; Carly Paiva from Elite Auto Repair, in Warwick, RI, Jacquie Hower from Zimmerman’s Automotive in Mechanicsburg, PA, and Lauren Anderson from Victory Auto Service and Glass in Minneapolis. They understood very well the stakes and the responsibilities. They are not shying away and have shown maturity above their young age.
Carly Paiva has been actively participating in service advisory classes to better herself, Jacqui Hower recently graduated from Northwood and Lauren Anderson is finding ways and solutions to better equip her staff for success. The energy and passion of these three must make their parents proud.Listen and view episode notes
Shop Talk: Volume 3 – Millennial Shop Owners.
Young, energetic and committed to becoming great leaders. The panel consists of Justin Barrett of Barrett Automotive, Cornelia GA, Brett Bohlmann of HWY 7 Service Center, Newel, IA, and Tony Tatich from TMT Complete Auto Service Center in Bremen, IN.
Listen to these great young professionals discuss their current challenges and the advantages and disadvantages of being a young leader. This episode also addresses how maintaining a shop culture, hiring people that complements that culture, building relationships with customers and offering a unique experience.Listen and view episode notes
Underappreciated So He Opened His Own Shop.
Mike Maleski is the Owner of PSK Performance in Pittsburgh, PA. He is a Highly Certified Factory Honda Technician that also holds multiple ASE, STANDARD, MECP, And Pennsylvania Certifications and Licenses.
He is a forever student who seeks to address some of the issues that have been plaguing the industry such as the technician shortage, sub-par labor rates and keeping the dreams of underappreciated technicians alive.
He shares his insight into the life of an automotive technician as they climb through the ranks.
Everything You Ever Wanted To Know About Hiring and Leading Millennials
Every twenty years or so a new generation of workers arrives. For many of us, we raised today’s Millennials or Generation Y. They are made up of the 22-40-year-old’s who number 79 million in the workforce; the largest segment.
If we are to seed our industry with youth and grow our own, we must look at the Millennial Generation. We must understand how to integrate them and nurture them into our workforce.
Each generation has its quirks. Gen Y is no different. Once you learn what moves and motivates them you’ll find it so much easier to accept and keep millennials motivated in your business culture. The lessons here works for all team members, but you’ll learn what really makes the Millennial tick and why they behave like they do.Listen and view episode notes
Super Growth rate of 40% Has Its Challenges to Expense Control and Cash Flow.
Ryan Blair of Blair Automotive is a highly honored Audi technician and worked at an Audi dealership for eight years before deciding to start his own Audi/VW specialty shop.
As an independent, he has brought a high level of differentiation and a better than dealer experience to his customer. His new location was a perfect ground zero for his increased sales.
We find Ryan with big growing pains and a huge scale up when he moved into his new 12 bay facility. He has no regrets to get the shop where it is and admits he stretched and has personally guaranteed his expansion. Ryan has the perfect outlook and is building a strong business long into the future.Listen and view episode notes
Shop Owner Shares His ‘Grow Your Own’ Technician Training Program
Eric Svedberg from Automotive Specialists in Virginia Beach, VA is in the AAPEX 17 studio with his millennial technician Rex Cate. The conversation gets deep into the recruitment of Rex (he worked at Panara), his training program, his annual review, and how Eric is integrating Rex into his business.
Now four years into the training program there are no regrets on either side. Rex says that there are many millennials like him out there looking for a chance.Listen and view episode notes
Building The Future. Three Intense Days Showcase The Global Automotive Aftermarket.
Tyler McCartney, Nicholas Holton, Christopher Berry and Zach Rizo were four of the ten collegiate level students that were provided an unprecedented immersion into the aftermarket at the start of their careers, all because of SPARK.
As the entire aftermarket faces the need for young talent to join our industry, this interview shows the power of the SPARK Program to showcase career opportunities. These students got to see the global aftermarket on display and understand the economic impact on our economy.
Listen to the gems of wisdom from our future leaders.Listen and view episode notes
Joined the Family business and doubled sales within a year.
Thirty one-year-old Rachael Wacha from City Auto Repair realized she was more like her dad than she thought. She also didn’t realize how important she was to the business.
You’ll be moved by her story and very open discussion of her very personal journey as she walked through life’s challenges and overcame them all. She has the tenacity to achieve every goal she sets for herself.
Having completed a succession plan to own the business, Rachael has joined a coaching and mastermind group. She is the president of the local ASA chapter and Is investing her time in vocational training and engaging with students.Listen and view episode notes
The Future of Our Industry Speaks Out on Tech, Technology, Millennials, DVI and Customer Service.
Scott Buckley and Steve Bullins from Buckley’s Personalized Driver Care bring a refreshing look at our industry. You’ll be happy to hear this duo speak on so many topics.
All the while you are listening, consider these guys are the shop owners of the future and will help guide and steer our industry for many years to come. We’re in good hands.Listen and view episode notes
Third Generation Millennial Whose Dad Has Complete Confidence in His Decision Making is Looking for an Actionable Succession Plan.
Craig O’Neill from O’Neill’s Transmissions and Service has taken some bold moves in the business and implemented a DVI system and hired a business consultant.
He sees great opportunities in emerging technologies and values the power of a strong business culture.
Regarding the technician shortage, he shares their apprentice program that has helped not only his business but the vocational school he works with.Listen and view episode notes