Parts Warranty Archives - Remarkable Results Radio

The Level Testing Sales Amplifier: A Tiered System for Auto Repair Diagnostics [RR 1070]

Carm Capriotto, AAP — Tue, 16 Dec 2025 05:15:00 +0000

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

“Simple scales, complex fails. The simpler I can create systems, the easier it is to train people, the easier it is for them to sell, the easier it is for my people to communicate with each other.”

Eric Svedberg breaks down a smarter, more profitable way to price diagnostic work—what he calls the Level Testing Sales Amplifier. At its core, the system tackles a problem most repair shops quietly accept: testing is often a loss leader.

Svedberg reframes the conversation by using the word “testing” instead of “diagnostics,” a term he believes is clearer and more intuitive for customers. Testing implies a process, not a guarantee—setting expectations from the start.

The Level Testing system uses a tiered structure tied to the shop’s base labor rate:

Level One – Basic Testing: Single, constant, duplicable issues (like a check engine light that’s always on).
Level Two – Intermediate Testing: Multiple concerns or intermittent problems.
Level Three – Pandora’s Box: Highly complex vehicles, often previously misdiagnosed or unsuccessfully repaired elsewhere.
Level Four – “Grandmother Rate”: Disaster cars involving severe electrical damage, corrosion, or major disassembly.

While the levels are designed as an internal framework, Svedberg finds transparency with customers increases trust and buy-in. Service advisors are coached to remove Level Three from most conversations upfront, steer customers toward Level Two testing as the norm, and clearly explain that testing fees are for time spent—not credited toward repairs. For true Level Three cases, advisors frame the value honestly: if it were simple, another shop would have already fixed it.

Svedberg emphasizes that the system is easy to train and implement—often within a week—by focusing on quick wins with top advisors. Its simplicity improves communication, closes the tech efficiency gap, and can be applied beyond diagnostics to services like module programming and ADAS calibration.

Every decision, he says, must pass the test: Is it good for the car? Good for the customer? Good for the shop?

Eric Svedberg, European Autowerks, Virginia Beach, VA, https://www.gofuelcoaching.com/ , https://www.europeanautowerks.com/

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/

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– 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

Check the Part: Warranty Fraud and Returns [THA 438]

Carm Capriotto, AAP — Fri, 20 Jun 2025 19:00:00 +0000

Thanks to our Partners, NAPA TRACS, and Today’s Class

The automotive parts industry faces a disproportionately high return rate compared to other sectors, driven by misdiagnoses, improper installations, and fraudulent returns. This creates a significant financial burden on manufacturers and the entire supply chain. In this podcast, the guests explore these challenges and emphasize the need for stronger collaboration and communication between manufacturers, distributors, and repair shops. They advocate for a “Check the Part” initiative, encouraging thorough quality checks, proper documentation, and accurate diagnosis to reduce return rates. By adopting these strategies and leveraging technology, the industry can improve profitability, reduce inefficiencies, and boost customer satisfaction.

Ryan Kooiman, Director of Training, Standard Motor Products. Ryan’s previous episodes HERE.

John Carney, President, FDP Friction Science

Michael Campana, Sr Manager of Quality Engineering, Dorman Products

Show Notes:

Watch Full Video Episode
https://checkthepart.com/
Introduction (00:00:00)
Impact of Warranty Costs and Identifying Return Reasons (00:04:40)
Retailer Trial and Measurable Impact (00:06:37)
Installation Best Practices and Logical Steps (00:07:55)
Potential for QR Codes and Technology in Returns (00:08:40)
Manufacturer Feedback and Data Analysis (00:10:41)
QR Code Campaign and “You Can’t Know Everything” (00:15:59)
Challenges with Technician Compliance (00:17:32)
Box Swapping and Manufacturer Mismatches (00:20:39)
Distribution Verification and Fraudulent Returns Statistics (00:21:36)
Invalid Warranty Returns and Used OEM Parts (00:23:12)
Reverse Distribution Inefficiencies and Cost Impact (00:24:28)
Compressor Kits and Professionalism in Installation (00:26:14)
Manufacturer Analysis and “Check the Part” Awareness (00:28:16)
Actionable Steps for Installers and Documentation (00:29:01)
Communication Between Shops, Distributors, and Manufacturers (00:31:55)
Feedback Loops and Continuous Improvement (00:33:30)
“Check the Part” Campaign Resources and Recognition (00:35:37)

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, 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/

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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/

Effective Language Shift For Shop Owners: From Labor Rate to Service Rate [RR 964]

Carm Capriotto, AAP — Tue, 18 Jun 2024 05:15:00 +0000

Thanks to our Partner, NAPA Auto Care

Murray Voth, owner of RPM Training, discusses the importance of language in the automotive industry, advocating for a shift from “labor rate” to “service rate” to better reflect the value provided. He also dives into financial strategies for shops, emphasizing the significance of setting the right service rate and understanding gross profit to ensure business profitability.

Murray Voth, RPM Training. Listen to Murray’s previous episodes HERE. murrayvoth@rpmtraining.net

Show Notes

Watch Full Video Episode
The breaks for breasts initiative (00:00:13) Discussion about the initiative started by two shop owners to raise funds for breast cancer research. https://brakesforbreasts.com
The rise of the mechanical and technology specialist (00:02:28) A language shift in the industry and the importance of recognizing the rise of mechanical and technology specialists. https://remarkableresults.biz/rise
Transitioning from diagnostics to testing (00:03:04) Discussion about the shift in terminology from diagnostics to testing to improve customer perception and willingness to pay.
Changing terminology from labor rate to service rate (00:04:09) The importance of changing the terminology from labor rate to service rate and its impact on customer perception.
Professionalism and perception in the industry (00:05:26) Discussion about the importance of professionalism and perception in the industry and its impact on customer behavior.
Showing the value of service rates (00:13:24) Strategies for showing the value of service rates to customers, beyond just raising prices.
Analogies for service rate and cost (00:14:25) Using analogies of fast food restaurants and steakhouses to explain the concept of service rate and cost.
NAPA Auto Care Apprentice Program (00:17:05) Information about the NAPA Auto Care apprentice program as a solution to the technician shortage.
Financial calculations and analysis (00:19:26) Murray Voth shares calculations and analysis of a shop’s financial data, including occupancy costs, labor rates, and profit margins.
Determining the right service rate (00:22:05) Discussion on adjusting service rates, parts margin, and other expenses to optimize profitability while considering market competition.
Challenges and mindset shift (00:30:14) Exploration of the emotional and intellectual barriers shop owners face when making financial decisions and setting service rates.
Wages and effective proficiency (00:33:40) Analysis of technician wages and the impact of selling work properly on the effective service rate, setting goals for improvement.
Coaching Gross Profit (00:34:52) Murray discusses coaching gross profit, creating net profit, and making changes to increase revenue.
Back-End Sales Impact (00:35:48) The impact of service improvements on parts purchases, revenue, and margin.
Behavior Coaching (00:37:09) Murray talks about coaching to behavior, raising inspections, and the 100% rule for vehicle inspections.
Facility Service Rate Calculator (00:39:02) Murray offers a facility service rate calculator and discusses how to obtain it.
Odd Numbers and Service Rates (00:40:52) Murray explains the significance of odd numbers in service rates and how to use the calculator effectively.
Profit in the Estimate (00:44:39) Murray emphasizes the importance of the estimate in generating gross profit and providing value to clients.

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

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Chilling Truths: The Impact of New Refrigerants in the Automotive Aftermarket [RR 955]

Carm Capriotto, AAP — Fri, 17 May 2024 05:15:00 +0000

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Recorded Live at the TST Big Event, Michael Ingvardsen, Global Technical Training Manager from Nissens Automotive, discusses the evolving challenges and advancements in automotive air conditioning systems, including the potential warranty issues arising from using alternative refrigerants. This episode is a roadmap for staying informed, proactive, and environmentally conscious as we navigate the transition to new refrigerants.

Michael Ingvardsen, Global Technical Training Manager, Nissens Automotive

Show Notes

Watch Full Video Episode
Impacts of new refrigerants (00:03:07) Discussion on the impact of new refrigerants on the automotive aftermarket industry.
Testing and approval of new refrigerants (00:04:44) Testing and approval process for new refrigerants, including warranty implications.
Industry response and concerns (00:08:07) Concerns and responses from the industry regarding the use of replacement refrigerants.
Challenges and best practices (00:09:23) Challenges and best practices for shops in dealing with new refrigerants and components.
Warranty implications (00:09:49) Discussion on warranty implications related to the use of new refrigerants and components.
Industry communication and training (00:10:37) Importance of industry-wide communication and training on the use of new refrigerants.
System maintenance and practices (00:11:34) Impact of new refrigerants on system maintenance and best practices.
Industry readiness and response (00:13:15) Discussion on industry readiness and response to the introduction of new refrigerants.
Cost and environmental considerations (00:18:04) Considerations for choosing replacement refrigerants based on cost and environmental impact.
The concern about heat pump systems (00:19:22) Discussion about the technical concerns and impact of heat pump systems on warranty situations.
European focus on heat pump cars (00:20:15) Insights into heat pumps by European vehicle manufacturers.
Training for diagnosing heat pump systems (00:21:21) The necessity of understanding heat transfer and the flow of refrigerant in a heat pump system for effective diagnosis.
Life lessons and analogies with heat pumps (00:22:47) Humorous analogies and life lessons related to heat pump systems and relationships.
Challenges and changes in refrigerants (00:26:15) Discussion about the re-evaluation of refrigerants in Europe and the challenges in adapting to new environmental regulations.
Importance of staying updated and educated (00:27:09) Encouragement for professionals to stay updated, attend classes, and be experts in air conditioning systems.

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

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/

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

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Today’s Auto Parts Quality and Supply Chain Complexities [THA 379]

Carm Capriotto, AAP — Thu, 09 May 2024 05:15:00 +0000

Thanks to our Partner, NAPA TRACS and AutoFix Auto Shop Coaching

Industry leaders John Hanighen, CEO of Cloyes, Matt Buchholz, CEO of Motorrad, and Andy Fiffick, CEO of a 10 store franchise chain in Cleveland, dive into the current state of the supply chain within the automotive aftermarket, addressing issues of product availability, quality concerns, and the impact of unpredictable demand. Insights into data-driven forecasting, manufacturer-distributor collaboration, and the importance of communication between suppliers and auto repair shops are also explored to give a holistic view of managing challenges in the aftermarket industry.

Andy Fiffick, CEO Rad Air, 10-locations, franchise. Listen to Andy’s other episodes HERE

John Hanighen, CEO at Cloyes Gear and Products. Listen to John’s other episodes HERE

Matt Buchholz, CEO MotoRad

Watch Full Video Episode
Supply Chain Resilience and Whiplash (00:02:41) Discussion on the unique demand contraction and subsequent supply chain adjustments due to the COVID-19 pandemic.
Quality and Fill Rate Issues in the Industry (00:05:44) Reports of decreased quality and high defect rates in automotive parts, as well as challenges related to supply chain disruptions and limited delivery services.
Steps to Ensure Proper Installation and Quality Control (00:09:20) Use of QR codes and training videos to ensure proper installation, labor claim reimbursement programs, and the importance of minimizing comebacks through quality control measures.
Challenges in Addressing Quality Issues (00:14:29) Discussion on the complexity of the supply chain, the need for quality parts, and the challenges in identifying and addressing part failures and defects.
Cataloging and Product Quality (00:15:51) Discussion on the importance of cataloging products correctly and the impact of catalog errors on product performance.
Supply Chain Logistics (00:19:26) Challenges and opportunities related to cataloging systems, data accuracy, and supply chain management.
Predictive Modeling and Assortments (00:28:29) The use of data for predictive modeling and assortment recommendations at the store and distribution center levels.
Data Sharing and Tracking (00:30:41) The challenges and variations in tracking and sharing data across different systems and trading partners.
The supply chain management challenge (00:31:38) Discussion on using cross-referencing to identify supply chain gaps and the need for distributor approval.
Impact of demand fluctuations (00:32:44) The impact of erratic demand changes and consumer confidence on the automotive industry.
Adapting to market changes (00:34:46) Discussion on adapting to demand changes due to weather, election cycles, and marketing strategies.
Predictive analytics and supply chain adjustments (00:35:36) Exploring the use of predictive tools and data, including weather, election cycles, and global conflicts, to adjust supply templates.
Challenges in supply chain disruptions (00:36:35) The ripple effect of global conflicts and shortages in rubber products affecting supply chain resilience.
Industry challenges and solutions (00:37:27) Acknowledging the complexity of the industry and the need for tolerance and collaboration to address challenges.

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/

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Preventing Water Pump Comebacks [RR 929]

Carm Capriotto, AAP — Tue, 20 Feb 2024 05:15:00 +0000

Recorded at MACS (Mobile Air Climate Systems) 2024 Training Event & Trade Show, Frank Woodson from Gates discusses the importance of proper vehicle maintenance, focusing on water pump failures and electrolysis in cooling systems. Frank explains that 70-72% of water pump failures are due to weep leaks from seal failure, often caused by neglected coolant. The episode highlights the significance of thorough diagnostics and maintenance to avoid unnecessary repairs and ensure vehicle reliability.

Frank Woodson, Training Manager, North America Aftermarket, Gates Corporation

Show Notes

Watch Full Video Episode
Bobby Bassett’s Influence (00:01:08) The impact of Bobby Bassett, a former trainer, on the decision to focus on water pumps and the importance of his episode.
Understanding Water Pump Failures (00:02:12) The discussion revolves around Bobby Bassett’s foresight and the importance of understanding coolant and water pump failures.
Preventing Water Pump Comebacks (00:05:46) The potential to prevent water pump comebacks through proper maintenance and the significance of addressing weep leaks and contamination.
Water Pump Warranty Sort (00:08:40) Insights into the process of conducting water pump warranty sorts and the significance of analyzing water pump failures.
Challenges in Implementing Preventative Measures (00:10:10) The challenges and complexities in educating the industry about the importance of preventative measures for water pump maintenance.
Advancements in Hydraulic Hoses (00:12:47) Discussions about new sealing types and hose technologies, including the introduction of unique designs for hydraulic applications.
Serpentine Belt System and Alignment Tests (00:13:43) The significance of the serpentine belt system and the use of alignment tests, such as the spray bottle test, to diagnose issues.
Teaching about Hydraulics (00:16:16) The satisfaction of teaching and discussing the impact of the serpentine belt system and hydraulics on automotive components.
Electrolysis in Cooling Systems (00:17:05) Conversations about the prevalence of electrolysis in cooling systems and the importance of diagnosing and addressing it effectively.
Leak source and troubleshooting (00:18:25) Exploring potential sources of leaks and the importance of addressing ground issues and dirty coolant in electrolysis troubleshooting.
Signs of electrolysis and pump seal failure (00:19:07) Recognizing signs of electrolysis in water pumps and the impact on pump seal failure.

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

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“Not Your Grandfather’s Air Conditioning Anymore!” [RR 927]

Carm Capriotto, AAP — Tue, 13 Feb 2024 05:15:00 +0000

Live from MACS (Mobile Air Climate Systems Association) 2024 Training Event & Trade Show, Michael Ingvardsen discusses the evolution of thermal heat management, the importance of training, and the challenges of new refrigerants. Michael emphasizes the need for compatibility between components and refrigerants, and the role of distributors in ensuring product reliability. The episode highlights the complexity of modern air conditioning systems and the value of specialized knowledge in the field.

Michael Ingvardsen, Global Technical Training Manager, Nissens Automotive

Show Notes

Watch Full Video Episode
Learn More About MACS (Mobile Air Climate Systems Association): https://macsmobileairclimate.org/
Importance of training and industry legacy (00:02:05) Michael discusses the significance of training, family legacy in the industry, and the need to understand the past for the future.
Changes in automotive air conditioning (00:06:08) Michael explains how air conditioning technology has changed, emphasizing the impact on vehicle components and functionality.
Heat pumps in electric and hybrid vehicles (00:10:15) Michael explains the role of heat pumps in electric and hybrid vehicles.
Refrigerant and technology standards (00:13:34) Discussion on the impact of refrigerant standards, environmental considerations, and the need for understanding chemical and refrigerant properties.
Future refrigerant technology (00:17:33) Insights into future refrigerant technology, including the challenges and considerations for electric vehicles and heat pump systems.
The challenge of introducing new refrigerants (00:18:29) Discussion on the challenges of introducing replacement refrigerants.
Importance of air conditioning training (00:22:51) Emphasis on the value of staying updated with air conditioning training and the upcoming training classes on heat pumps.
Challenges in implementing new practices (00:32:47) Discussion on the challenges in getting technicians to adopt new practices and the need for proper training and information dissemination.
The impact of improper maintenance on warranties (00:30:58) The implications of improper maintenance on heat pump systems and the financial consequences for shops.
The need for compliance and best practices (00:34:36) Emphasis on the importance of following proper procedures and best practices in air conditioning maintenance to avoid potential breakdowns and higher costs.

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

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Remarkable Customer Service Stories from Red Rock Repair [RR 912]

Carm Capriotto, AAP — Fri, 22 Dec 2023 05:15:00 +0000

Danielle Vila discusses the importance of customer service in the industry and shares her strategies for quality control, the benefits of a reliable shop management system, and the significance of standing behind services and parts. The conversation also covers unique marketing strategies, the value of maintenance, community involvement, and the impact of these on business growth and customer trust.

Danielle Vila, Red Rock Repair, Las Vegas, NV. Danielle’s previous episodes HERE

Show Notes

Watch Full Video Episode
Selling Premium Work at the Shop (00:05:45) Exploration of how Red Rock Repair sells their premium work by building value and emphasizing customer service, with reference to a study on anxiety-inducing consumer experiences in automotive repair.
The Importance of Customer Service (00:07:05) The significance of customer service in the automotive industry, including the role of the service advisor in building trust, explaining costs, and meeting customer expectations.
The importance of customer experience (00:08:06) Discussion on the growing trend of customer experience and the role of a client experience officer in a company.
Attention to detail in customer service (00:09:18) Importance of small nuances in customer service, such as offering different beverage options and ensuring a clean and well-maintained vehicle.
Elevating services and competing with other shops (00:12:21) Challenges faced by small businesses including increasing labor rates, attracting good technicians, and elevating the overall customer experience.
The importance of warranty and standing behind services (00:17:46) Discussion about the significance of offering warranty on services and parts, and the negative impact of not standing behind them.
The success of a shop with a lifetime warranty (00:19:03) Exploration of a shop that offers a lifetime warranty and how it contributes to their success and customer focus.
Hiring for attitude and culture fit (00:22:09) The importance of hiring employees with the right attitude and energy to fit into the shop’s culture, and how it affects the overall atmosphere and success of the business.
The CRM engine (00:25:37) Discussion on the importance of CRM in marketing and customer retention in the automotive repair industry.
The toothbrush metaphor (00:26:33) Exploration of the idea of using toothbrushes as a metaphor to encourage customers to prioritize maintenance and preventive services.
Community involvement (00:30:14) Plans to implement programs such as food drives and donations for local shelters to make a positive impact on the community.
Supporting the local food bank (00:31:56) Conversation about the best time to support the local food bank, focusing on the needs during the summer months when children are home and may not have access to food.

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/

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Navigating the Tesla Terrain: Insights from Seth Thorson [RR 908]

Carm Capriotto, AAP — Fri, 08 Dec 2023 05:15:00 +0000

Recorded Live at ASTE 2023, Seth Thorson shares insights on owning a Tesla, including the availability of parts, diagnostics, and his experiences with long-distance driving in a Tesla. He addresses misconceptions about EV charging stations and the topic of EV fires. Seth’s expertise and passion for Tesla and EVs are truly inspiring and informative.

Seth Thorson, Eurotech Auto Service and LMV Bavarian. Listen to Seth’s previous episodes HERE.

Show Notes

Watch Full Video
The availability of Tesla parts (00:02:19) Discussion on how Tesla parts are now available.
Working on Teslas and aftermarket parts (00:03:10) Explanation of the current approach to pricing and margins for Tesla parts, the availability of aftermarket parts, and the goal of capturing market share.
Updates and features of Tesla vehicles (00:06:03) Information on the upgrade process for Tesla vehicles, the meaning of MCU (multimedia control unit), and the different features available in different versions of the car.
Tesla Toolbox Training (00:07:27) Discussion on how to use Tesla Toolbox diagnostic and reframing the concept of a scan tool for Tesla vehicles.
Tesla Drivetrain Theory and Diagnostic (00:07:27) Explanation of the drivetrain theory and diagnostic for Tesla vehicles, including the issue of bearing failures in large drive units.
Cooling Systems in Tesla Vehicles (00:08:27) Description of the cooling system in Tesla vehicles, including temperature, components, and fluids used. Discussion on the potential involvement of HVAC companies in working on EV cooling systems.
The range and charging process (00:15:37) Seth Thorson explains how he adds 180 to 200 miles of charge in 15 to 20 minutes.
Effect of cold weather on Tesla vehicles (00:16:39) Seth Thorson discusses how the early Tesla models with resistive heaters lose 20-30% of range on cold days, while the newer models with heat pumps are more efficient.
Future of EVs and alternative fuels (00:19:55) Seth Thorson talks about following the money and how he believes EVs are the future, while alternative fuels like hydrogen and e-fuels may be stopgap solutions.
The lifestyle of owning an EV (00:22:36) Discussion about how owning an EV requires planning and knowing where to stop for charging.
Charging and payment systems for EVs (00:22:57) Explanation of how Tesla and other companies have systems that can transfer VIN data and tie it to credit card information for easy billing.
The future of EV companies (00:23:36) Discussion on the survival of EV companies and the ease of developing EV technology compared to traditional combustion engines.

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/

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Thriving Through Our Economic Challenges [THA 357]

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

Recorded Live at AAPEX 2023, Greg Bunch and Matt Fanslow discuss the impact of the current economy on the automotive aftermarket industry. They explore various aspects of business such as margins, marketing, training, hiring, labor rates. The conversation also covers the potential loss of independent repair shops, and the need for better communication with customers.

Greg Bunch, Aspen Auto Clinic, Transformers Institute. Listen to Greg’s previous episodes HERE.

Matt Fanslow, Riverside Automotive, Red Wing, MN, Diagnosing the Aftermarket A to Z Podcast

Show Notes:

Watch Full Video
The state of the economy and its impact on the automotive aftermarket industry (00:00:01) Discussion about the current state of the economy, including worldwide conflicts, division, interest rates, and inflation, and how it may affect the automotive aftermarket industry.
The importance of customer loyalty and salesmanship (00:03:51) Exploration of the significance of customer loyalty and salesmanship in retaining customers and attracting new ones, with a focus on providing a frictionless experience.
Improving business operations and paying attention to every area (00:05:52) Discussion on the need to run automotive businesses more efficiently, including honing sales skills, improving phone skills, enhancing customer service, and reducing friction in customer interactions.
The customer journey (00:09:50) Discussion about the concept of a customer journey and its importance in the automotive repair industry.
Engineering touchpoints (00:11:41) The importance of considering and engineering each touchpoint of the customer journey to create positive feelings and experiences for the customer.
The Bear TV show (00:16:07) A discussion about the TV show “The Bear” and its relevance to the automotive repair industry, particularly in relation to providing the best customer experience.
The importance of customer experience and communication (00:19:25) Discussion on the significance of providing a frictionless experience for customers and improving communication in auto repair shops.
The impact on ‘mom and pop’ shops (00:33:17) Discussion about the challenges faced by smaller independent repair shops in keeping up with technology and training.
The misconception about dealerships and independent shops (00:35:46) Exploration of the false narrative that dealerships are better equipped to handle newer cars, while independent shops are only suitable for older vehicles.
The future of shops and the role of technology (00:39:45) Debate on the potential impact of technology, such as remote programming and diagnostic tools, on the survival and success of automotive repair shops.
The challenges of the current economy (00:42:20) Discussion about the impact of the economy on the automotive aftermarket industry and the challenges faced by businesses.

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

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From Idea to Product: Dorman’s Process of Developing Products [AW 178]

Carm Capriotto, AAP — Sat, 07 Oct 2023 05:15:00 +0000

Recorded Live at ASTE 2023, Lester Kovacs, Director of Ideation at Dorman Products, explains Dorman’s unique approach to product development, including working closely with technicians, searching through junkyards for challenges, and conducting extensive testing. He also discusses supply chain issues, reaching out to their network for feedback, and upcoming products at Dorman.

Lester Kovacs, Director of Ideation, Dorman Products

Show Notes:

Watch Full Video
Uncovering Technician Challenges (00:04:02) Discussion on how Dorman works with technicians to uncover their challenges and develop solutions.
Part Availability and Supply Chain Issues (00:05:31) Conversation about supply chain issues and challenges with part availability for older vehicles.
The discovery of a new product category (00:08:31) Discussion about finding a new product category and the process of developing that particular product.
The challenge of developing new products (00:11:00) Exploration of the challenges faced in developing new products and the need to work against the clock.
Testing and validation of new products (00:12:58) Explanation of the testing and validation process for new products, including material testing, dimensional testing, and trial and test on actual vehicles.
The incubator analogy (00:15:54) Discusses the role of the incubator in finding and developing ideas, identifying bottlenecks, and resource decisions.
Percentage of ideas that make it (00:16:58) Discusses the percentage of ideas that make it through the validation process and the importance of a tight funnel to meet customer expectations.
Lester’s career journey (00:18:04) Explores Lester’s background, starting from his love for cars as a kid.
Changing Habits and Customer Perception (00:23:01) Discussion on the challenge of changing habits in the aftermarket industry and the need to shift customer perception of certain parts.
Improving Marketing Strategy and Relaunching Products (00:23:25) Exploration of the relaunch of a product line after initial poor sales, including collaboration with customers and counter professionals to improve marketing and sales strategies.
Suggestion for Website Enhancement (00:24:32) A suggestion to add a tab on the website to address why customers are not buying certain products, with testimonials and repair pictures to encourage sales.

Thanks to our Partner, Dorman Products.

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

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Employee Fraud: Tips to Prevent Fraud and Profit Leaks [RR 890]

Carm Capriotto, AAP — Fri, 06 Oct 2023 05:15:00 +0000

Vic Tarasik is eager to share his insights and personal experiences with fraud, a subject that’s not always pleasant but is crucial to address. As Ronald Reagan famously said, “Trust but verify.” Trust is vital in business relationships, but so is verification. Vic highlights the need for proper documentation, procedures, systems in place to prevent fraud, cash management and the potential for fraud in parts purchases. He advises shop owners not to assume they are immune to fraud.

Vic Tarasik, CEO of Shop Owner Coach. Vic’s previous episodes HERE.

Show Notes

Watch Full Video
The importance of trust and verification (00:01:49) Discussion on the importance of trust but verify in business relationships and the need for systems to keep people accountable.
Personal experience with fraud in shop ownership (00:02:47) Vic shares his personal experience with fraud in his first four years of shop ownership and the consequences of not having verification systems in place.
Managing cash and verifying deposits (00:06:14) The importance of managing cash, verifying bank deposits, and the responsibility of shop owners to ensure every dime and penny is accounted for.
Fraud by an employee (00:09:34) Vic reveals how one of his employees committed fraud by zeroing out an invoice and pocketing the money, highlighting the need for trust and verification in business.
Importance of consequences (00:16:34) Carm and Vic discuss the importance of having serious consequences, such as jail time or termination, for employees who commit fraud or theft in a company.
The importance of trust and verification (00:17:46) Discussion on the need for employees to sign documents and the importance of trust and verification in business.
The need for a restitution or fraud clause (00:18:31) Importance of having a restitution or fraud clause in the hiring package and the need to act on it if fraud occurs.
The importance of purchase orders (00:26:36) The value of implementing a system that requires purchase orders for all sales transactions to ensure accountability.
Returning unopened rolls of stamps (00:28:01) The story of a young employee who stole unopened rolls of stamps from the shop and how the lack of systems and accountability contributed to the situation.
The importance of controlling losses (00:34:55) Discussion on how shop owners can control losses and the impact of not doing so.
Taking action to prevent fraud (00:36:20) Encouragement to take proactive measures to prevent fraud and the importance of discussing the topic openly.

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/

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Fixing Fuel Pump Comebacks – Malcolm Sissmore [RR 796]

Carm Capriotto, AAP — Fri, 11 Nov 2022 05:15:00 +0000

Live at AAPEX 2022, we are in the studio with Malcolm Sissmore, VP of Sales and Marketing for Delphi Technologies. Malcolm discusses aftermarket solutions for the 65 million work trucks on the road in the United States. He also has a simple solution for contaminated fuel tanks. Delphi Technologies has designed a tool to remove metal particles in a fuel tank. Guess what, it is free to the aftermarket!

Malcolm Sissmore, Vice President, Sales and Marketing, North America Independent Aftermarket, Delphi Product and Service Solutions. Malcolm’s previous episodes HERE

Key Talking Points

Want a Delphi Fuel Tank Cleaning Tool? Delphi Technologies, a brand of BorgWarner, is offering free samples of their cleaning tool. Supplies are limited, so request one today by emailing: internalcommunications.aftermarket@borgwarner.com
There are 65 million work trucks on the road in the United States and Canada- a lot of work trucks have been worked hard with the fleet during the past 2 years
“All around the work truck” with Delphi Technologies
Most fleets are less than four vehicles
We often have to think about the aftermarket part of that. Is it going to be a rebuildable part? Is it gonna be a part that as intellectual property is not available to be sold in the aftermarket? How do we make sure that it’s gonna be available when that vehicle comes out of warranty?
The fuel being put in your gas tank today is different than it was 10 years ago
Emission coil for Volkswagon- created a bent in the coil so that the pressure would come up and out and not unseat the coil
Looking at the failure rates by product category. And starting to predict, what does that look like?
80% of the failures have been caused by contamination in the fuel tank.
Delphi Technologies has designed a tool that is about 15 inches long and has a swiveling head on the end that has three magnets built into it. It has a replaceable cloth that you put on that. You take this tool, and you drop it straight down into the tank, and you push it around edge to edge, and if there are metal particles stuck to that magnet, your tank is contaminated
Borg Warner purchased Delphi 2 years ago
Fleet telematics

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Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR.

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

THA 079: What Drives Your Parts Buying Decisions?

Carm Capriotto, AAP — Wed, 08 Aug 2018 11:50:37 +0000

Your Learning Curve Never Sounded So Good

The Panel:

Keith Katz is owner of Quality Service Center in York, PA for the last twenty years and an industry veteran of thirty-seven years. His 7 bay shop has 6 lifts and supports 3 technicians with one service advisor. He is involved with the NAPA Advisory Board and supports the Bridge of Hope organization that helps local homeless mothers find employment and housing for their families.

He is a member of AASP in Pennsylvania and engages ATI as a support partner. Listen to Keith Katz’s previous episodes HERE.

In January of 2017, John Long purchased an interest in Total True Automotive dba Schertz Auto Service, Schertz, TX, for which he worked since July of 2005.

Growing up John was not interested in vehicles even though his father had always fixed their cars. John’s passion was sports especially hockey. John played anything and everything growing up. He is still a huge sports fan and sports numbers junkie.

In his late teens, John started to gain more interest in vehicles and just after his 21^stbirthday he accepted a position working at National Tire & Battery as a service advisor. He knew nothing about tires or vehicle systems and how they worked, but he learned as much as he could.

In 2005, John and his wife decided it was time for a move. He arrived in San Antonio late on a Friday night after driving 24 hours straight and interviewed with Mark Roberts on Saturday morning. Mark hired John, and for the next several years he helped grow the new mechanical repair shop business. Listen to John’s previous episodes HERE.

Keith Williamson is the owner of Williamson’s Repair and Tire in Bondurant, IA for over 20 years. He is a member of ASA Midwest where he leads the Shop Owner Support Group (an amazing group of shops) in Iowa. He and his team focus on the customer experience, as well as Hybrid, Electric and emerging vehicle Technologies. He recently added a solar array to his building and uses a Toyota Prius and Chevrolet Volt as shuttle vehicles and plans to add more hybrid and electric vehicles as they continually update their loaner fleet. He is a member of RLO Training’s Bottom Line Impact Group for 4 years. Listen to Keith’s previous episodes HERE.

Key Talking Points:

Quality parts support your reputation and will minimize comebacks.
- O/E aftermarket parts from OE suppliers
If a part fails they go to their supplier for support.
- The good relationship with your supplier supports a new product and the possibility of labor.
- Communicate with your supplier if you find a rash of bad units.
Supplier relationships are key
- Visit with his sales rep for John Long is not that important
  - Will have lunch monthly with his supplier owner
- Keith Katz wants to see his first call supplier on a weekly basis. That is where he builds his relationship.
  - He likes to see new products
- Keith Williamson wants to see training.
  - Been on a cruise with his supplier owner
- Beating them up for price may get you out of favor with a supplier
- This panel likes to see improvements happen from suggestions offered.
Service. What is good service?
- Having the part there when you need it. What is the expectation:
  - Keith Williamson is getting a part in 18-20 minutes
  - He doesn’t need it rush all the time. We’ll tell them if we have time.
- Keith Katz
  - If they don’t put on the e-comm ticket their time frame his supplier will call them to ask their time frame.
  - It is not a perfect science especially when a part needs to come from another store, the time frame goes up. But we know.
  - Sometimes he orders parts based on the fact that he will sell the job.
- John Long
  - Time frames not met put a crunch on his workflow.
Availability
- Suppliers tell their service professional how large their inventory is.
- Suppliers are carrying more inventory than ever.
- They want it when they want it.
Labor Claims
- For the most part, they are happy.
- Salesperson takes care of the claims
- They will have a person inside the shop track the claim and the credit.
Warranty
- They would like to see a longer warranty because the shops are offering a longer warranty to their customers.
- Many suppliers are supporting
Non-traditional supplier (like Amazon)
- This panel is not tempted to buy them.
- Who are you going to call if something happens?
- They have looked at pricing and wonder how it can be done versus their local suppliers. It is not hard to understand why the local need to get more money.
Cash Discounts Volume Rebate
- Paying with a credit card
Premium and second lines
- If their experience with a second line product is good they will include the second line part in their mix.
- Keith Williamson will offer two different quotes, at times, for customers but offer different customers.
- Keith Katz prefers to sell top quality but he does offer an option. Most customers will pick the premium product.
  - Some customers are tight on money and they will work with them on product choice.
Credit Assurance/Returns
- Critical is to have a process/system.
  - The process must be managed
- Keith Katz gets his credits the majority of the time in 24 hours.
  - He has confidence in this system. A person inside the shop manages the process.
- Suppliers do not like to have too many returns.
  - You want your supplier to have a good relationship with you and having a smart or low return rate is important.
Price
- Keith W will not be the lowest in his market and will not beat up his supplier for every nickel and dime.
- Keith Katz doesn’t want his customer nit-picking his quotes. Relationship with his customer and supplier make his customer work.
  - When the occasional need arises they are willing to help
- Are e-com portals or other vendors have the same brand and quality when comparing price.
  - My supplier is giving me value in service, warranty, returns, availability I’ll pay a premium
- Time is money when it comes to comparing price.
- They will tell their supplier when they are not competitive. They want to buy from their 1st call and gives them a chance to help dial them in. But not beat them up on every transaction. It is an overall program they want.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 035: Supplier Loyalty- The Service Professional Perspective

Carm Capriotto, AAP — Wed, 04 Oct 2017 09:24:14 +0000

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. Bill collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system.

Bill has been a big contributor to the podcast and he currently serves on several industry and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill in episode 39, 69, 100, 200, 118, and 226. Also hear Bill in Town Hall Academy 29 – Are We Too Dependent on Being Independent?, and Academy #12 What Keeps You Up at Night, and Academy #6 Managing a Negative On-Line Review

John Eppstein is the owner of John’s Automotive Care in San Diego, CA since 1998, admits he was a better tech than a businessman but did something about it. One thing he credits for his success is making his customer his main focus. John was honored as the 2016 NAPA ASE Technician of the year. Hear John in our one on one interview in episode 119, 200 and Academy 003 on the Top Qualities of a Service Advisor.

John Bridgwater and his wife own Wright’s Automotive Service in San Leandro, CA. John started to earn his ASE certifications early on and began networking with other technicians and shop owners. John was honored among eleven others as an Auto Care/ASE World Technician in 2015. In order to be considered for this award, you must hold at least 22 ASE certifications. John currently has 49 certifications and he is working on the 50th.

John Bridgwater has a very interesting story on his rise to shop ownership. He started in 1987 and became a shop owner in January 2015. John actually was recruited by a shop in the bay area that he and his wife eventually purchased. He waited a long time for the right opportunity. Listen to John’s episode 117.

Talking points:

From Simon Sinek:
Loyalty is when people are willing to turn down a better product or a better price to continue doing business with you. Loyal customers often don’t even bother to research the competition or entertain other options.
Bill Nalu, John Bridgwater and John Eppstein have a strong first call relationship.
The service professional wants a strong e-commerce system but still need a good person on the phone for some tough situations.
- They do talk to someone when there is a problem with availability or delivery times.
Warranty is important.
- John Bridgwater funds his own warranty so the brand and type of parts he uses are important.
We need to get more product features and benefits from our manufactures to give great insights to the customer to let them know why we use certain products.
Reward your suppliers who regard your business by showing you they care every day.
Service professionals are proud to have high labor rates yet know that they are the best price in town because they repair the vehicle right the first time and install top quality parts.
These service professionals are extending their warranties and do appreciate any help they can get for their customer.
What is in the best interest of the customer will dictate if the shop will use a brand or a second line.
Delivery Service. Some suppliers have used an Amazon driver. Uber is an option.
- Suppliers should consider hiring on demand for deliveries.
- We are in a race for time.
  - We want to explain the ‘Why Much’ and ‘How Much’ we need for service.
- We are in a race to supply as much value to our customer as possible and need the support of the supplier to get this done.
Suppliers see a much larger view of the service professionals needs, therefore should bring solutions.
You’ve got to sit with your supplier and understand their wants and needs. In a good partnership, support travels both ways.
Trust is the genesis of the relationship.
We must embrace the suppliers and manufacturers that are taking care of the service professional.
Suppliers that support the needs and success of their customers will win in the long run.
- The service professional needs to support the supplier that care about giving them support beyond product and service.
We need to bring a friend to all supplier training. The top tier continues to learn. The next level must embrace learning and support.
We talked about Amazon.
- Could they elevate the industry and bring referrals to shops?
  - Everyone is chasing price so this may not happen if the consumer feels they know exactly what they need. Who is telling them this?
A business model consideration is to sell parts at cost and make it on labor.
- This takes the price transparency out of the equation.
Would you change your supplier?
- These relationships are like a marriage. Except that there are always rough spots.
- Yes, if they do not respond to issues that never get solved.
- Yes, if communication breaks down consistently.
- If you have the number of the CEO or any manager level person along with the store manager. You should be able to explain issues and needs.
- If they don’t suit your needs. Sometimes you change friends when things change.

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