Building a Foundation to Prevent Employee Turnover [THA 461]
Craig Noel, Nicole Bennecoff, and Brad Updegraff share actionable strategies for reducing turnover and creating workplaces where employees genuinely want to stay. Their discussion focuses on hiring for culture, adapting to generational expectations around flexibility, and investing personally in the people who make the business run.
Turnover Prevention Starts in the Interview
Preventing turnover begins long before a new hire steps into the shop. The panel emphasized hiring for culture above all—seeking candidates who align with the organization’s values and want to contribute to its long-term success.
Key hiring insights:
Culture Fit Over Experience: Skills can be taught; mindset cannot.
Process Buy-In: Especially with experienced technicians, owners must clearly communicate that systems are established and expected to be followed. A growth mindset is crucial.
Onboarding & Accountability: Culture discussions start on day one. Many shops rely on a 30–60 day check-in period and a 90-day probation window to evaluate behavior, process adoption, and overall fit.
Retention Is Personal
Retention isn’t one-size-fits-all. Owners must prioritize people and culture over production, recognizing that different employees are motivated by different things.
Personalized retention strategies:
Emotional & Financial Support: Small gestures—like a quick text of appreciation or helping a young technician with a bill—can make a big difference.
Flexibility & Work-Life Balance: Today’s workforce highly values family and personal time. Supporting employees during life moments becomes part of the shop’s culture.
The Collective Mindset: Including employees in the shop’s vision builds loyalty. Asking why they stay—or what might cause them to leave—helps uncover individual needs.
Meaningful recognition practices:
Use the Language of Careers: Refer to the industry as a career, not just a job or trade.
Badges of Honor: Display certifications, achievements, and bios where customers can see them, reinforcing pride and professionalism.
Internal Recognition Systems: Performance teams, quarterly newsletters, and other internal celebrations highlight personal and professional wins.
Managing Departures With Grace
Not all turnover is negative. The panel stressed that when separations happen, they should be handled with empathy, effort, and transparency.
Remaining staff notice—and appreciate—when leadership goes above and beyond before making a final decision.
Often, those who leave for “greener pastures” return, recognizing the strength of the original culture.
Preventing turnover means recognizing that every employee is a unique engine with distinct needs and motivations. The owner becomes the “maestro,” creating a workplace where communication is open, recognition is part of daily life, expectations are clear, and culture serves as the foundation.
A strong culture doesn’t just retain people—it grows them.
remarkableresults.biz/a461
People HATE to Be Sold, Yet They LOVE to Buy [RR 1067]
Recorded Live at ASTA 2025, Dutch Silverstein delivers a powerful reframing of how the automotive industry can approach customer interaction—shifting from high-pressure sales tactics to a relationship-first model built on the idea that “People hate to be sold, yet they love to buy.
Advocates, Not Salespeople
Dutch’s relationship-based shop model stands in stark contrast to transactional sales environments.
No Salespeople: Dutch does not employ “salesmen,” he employs “advocates.”
Role of an Advocate: Advocates collaborate with customers to understand what they want for their vehicle and their long-term plans, then help design solutions that support those goals.
Eliminating Pressure: The shop enforces a strict “no pressure, ever” philosophy. There are no commissions, no sales quotas, no whiteboards, no competitive bonuses—removing any incentive that could create a conflict of interest.
The episode also dives into several controversial but important topics:
The need to revisit technician licensing, with Dutch arguing current standards are “window dressing.”
The flat-rate paradox, especially when contrasted with the younger generation’s desire for work-life balance rather than solely financial incentive.
Determining an optimal labor rate in a way that supports sustainability and talent retention.
The Takeaway
The conversation reinforces that effective sales—better yet, advocacy—are rooted in trust. When customers feel supported rather than sold to, they embrace their decisions with confidence. This shift from selling to serving creates a healthier, more sustainable customer experience and business model.
remarkableresults.biz/e1067
Rock Your Role: Creating an Experience Employees and Customers Cheer For [RR 1066]
Recorded Live at ASTA 2025, keynote speaker Jim Knight dives into leadership and organizational culture through his signature “edutainment” style—a high-energy blend of music, education, and hospitality. Knight is a professional speaker, writer, and former Head of Training and Development for over two decades at Hard Rock International, which he calls one of the “greatest cultures in the history of culture.”
Jim stresses that the most important responsibility of any leader is hiring the right person. Too often, leaders get distracted by product, pricing, or aesthetics, while the true differentiator is the human element. He recommends evaluating candidates through the Three C’s:
Competence – Can they do the job?
Character – Are they kind, respectful, and easy to work with?
Culture Fit – Do their values align with the organization?
Leaders who fail to make employees feel seen, heard, and appreciated, he warns, will continue to struggle with turnover.
remarkableresults.biz/e1066
Train the Trainer: Building an Industry Boot Camp for Automotive Educators [THA 459]
The automotive industry faces a growing crisis: as veteran trainers and educators retire, there’s no clear path for the next generation to replace them. Creating quality training is time-intensive — often taking months to develop just one class — and the personal sacrifices required have deterred many from stepping up.
This episode explores the urgent need to evolve automotive education, from rethinking long-form classes to developing shorter, high-impact sessions that better fit today’s learning styles. At the heart of the conversation is a proposed solution: an industry “Trainer Boot Camp” designed to teach aspiring educators not only technical knowledge but also the art of presentation — structure, flow, delivery, and audience engagement.
Another proposed solution is the creation of a Train the Trainers Scholarship to fund legacy educators like John Thornton and Scot Manna to design and lead this new initiative. Modeled after the WWE’s NXT Performance Center, the idea is to proactively cultivate new education “superstars” rather than waiting for them to appear on their own.
This is more than a conversation about teaching — it’s a call to action to preserve and reinvent the future of automotive education before the knowledge gap becomes irreversible.
remarkableresults.biz/a459
Helping People Do Life in Auto Repair [RR 1065]
In this fireside conversation, Joe Hanson of Gordie’s Auto and Tire shares how a clear purpose—“Helping people do life”—guides every part of the business. This mission shapes both the customer experience and the culture within the shop, ensuring the team feels supported, valued, and equipped to build meaningful careers.
Joe walks through the realities of growing the business, from navigating permits and environmental requirements to expanding fleet services and managing tire sales intentionally. Issues such as leadership team dynamics, marketing, and phone call audits are management problems—they are never permanently “fixed,” but instead require continuous coaching and management. He also emphasizes the importance of communication, setting clear expectations, and educating customers about the complexity of modern testing and ADAS calibration—not just “plugging in a scanner.”
Joe remains committed to the work for as long as it’s meaningful—and rooted in helping people, not just chasing revenue.
remarkableresults.biz/e1065
Stress, the Struggle, and the Resilience: A Guide for Leaders [RR 1064]
Stress is inevitable, but how we respond to it can make or break our leadership. In this episode, Dr. David Weiman, psychologist at Weiman Consulting, dives into the science of stress and practical strategies for managing it, especially in the fast paced world of automotive repair.
What You’ll Learn:
The fight or flight response and why modern stress feels just as intense as physical danger.
The three types of stress: Normal, Training (Eustress), and Excessive, and how recognizing them can improve decision-making.
Simple, powerful tools for recovery: micro breaks, diaphragmatic breathing, and mindful routines.
How stress affects leadership, team dynamics, and strategic thinking—and what to do about it.
Practical tips to avoid burnout, maintain energy, and enhance focus.
Dr. Weiman emphasizes that the key isn’t eliminating stress, it’s managing it effectively so you can think clearly, lead confidently, and take action.
remarkableresults.biz/e1064
Building an Essential Skilled Automotive Career [RR 1060]
This episode explores how the automotive industry can attract and retain skilled professionals by transforming both its language and its workplace culture. The words we use shape public perception, influence recruiting, and build long-term respect for the profession.
Beyond language, the discussion dives into the physical and cultural environment of repair shops. Topics include maintaining clean, professional spaces that foster pride, offering work-life balance to prevent burnout, and ensuring fair pay progression with clear career paths.
To build a sustainable future, the automotive industry must evolve in how it speaks, works, and cares for its people.
Professional language, modern environments, fair pay, education, and a sense of pride in quality will redefine automotive careers as essential, respected, and rewarding.
remarkableresults.biz/e1060
The Silent Profit Killer: Inconsistent Processes [THA 452]
Too many shops rely on inconsistent, informal methods of “this is how we did it yesterday.” The result? Fluctuating outcomes, missed opportunities, and daily frustration. Imagine four technicians completing a Digital Vehicle Inspection (DVI) in four different ways, which can be confusing for staff, stressful for owners, and costly for customers. The solution is a unified process that everyone follows to deliver consistent results. “Without systems, the owner becomes the system.” Every decision rests on the owner’s shoulders, trapping them in the daily grind. Leaders must shift from being “needed” to being “required”: their role is to create the environment for success, not micromanage.
Systems Win Wars: As Carm Capriotto said, strong systems are the foundation of a profitable and enjoyable business.
Breaking Free from Chaos: Inconsistent methods (“this is how we did it yesterday”) lead to stress, missed opportunities, and fluctuating results.
The Owner’s Dilemma: Without systems, the owner becomes the system. Matt Wagg’s injury showed the necessity of trusting people and processes.
Profit Through Process: Profitability is tied directly to defined, repeatable steps. Systems also eliminate business “friction” and make operations easier.
Key Benefits of Documented Processes: Faster, smoother training & onboarding. Clear accountability for both staff and owners. Ongoing continuous improvement to adapt and grow
Empower Your Team: Trust the people you’ve hired. Give them processes and training, then step back. Empowered teams drive success, customer satisfaction, and owner freedom.
Takeaway: Strong systems aren’t just about profit; they create happier teams, better customer experiences, and sustainable growth.
remarkableresults.biz/a452
2025 Voice of the Technician Survey: Addressing Industry Pain Points [RR 1058]
What does the future of the automotive repair profession look like through the eyes of technicians themselves? Jay Goninan unpacks Wrenchway’s annual Voice of Technician survey with 4,700+ responses, revealing a concerning drop in satisfaction, but also a roadmap for improvement.
Key Insights:
Technician Sentiment: 50% wouldn’t recommend their shop, with negativity dominating social media.
Career Development: Technicians want visible growth paths, certifications, and new specialized roles like ADAS or EV diagnostics.
Compensation: Pay remains the top frustration. Shops need profitability strategies and flexible pay plans (61% prefer hourly/salary with bonus).
Culture & Tools: Proper equipment, work-life balance, and intentional team-building are critical to retention.
Professionalism: Shifting language from “mechanic” to “specialist/technologist” elevates the industry’s perception.
Leadership & Communication: Shop owners must ask “why,” listen to technicians, and implement meaningful change.
Download: https://wrenchway.com/resources/2025-voice-of-technician/#download-report
This isn’t just about attracting new talent; it’s about creating workplaces where technicians feel valued, respected, and see a future in the industry.
remarkableresults.biz/e1058
Ring to Revenue: The Power of the First Hello [THA 448]
Is your shop’s first impression costing you customers? Did you know the phone is often your closest moment to the sale? Join service advisor training specialists Jen Davis and Doris Barnes from The Transformers Institute as they reveal how to turn inbound calls into a loyal customer relationship.
Watch Full Video Episode
Inside this episode:
The Hidden Cost of Bad Calls: Missed opportunities like quoting a price without context don’t just lose sales, they damage your brand and waste marketing dollars. First impressions are made in a fraction of a second.
Beyond Price Shopping: Most service advisors unintentionally train customers to shop for price by failing to ask questions, build rapport, or show genuine curiosity. Price is often just the conversation starter.
Empathy, Education & Reasoning: Learn the three pillars of phone success that shift calls from transactional to relationship-driven, positioning your shop as the trusted solution.
From First Call to Lifelong Customer: Strategies to move customers past a single visit and build loyalty by marketing to the third visit—a critical milestone for long-term retention.
Hiring the Right People: Why finding “good stock” naturally empathetic, ethical, and willing to learn makes all the difference in creating consistent, 5-star customer experiences.
Don’t let poor phone skills drain your marketing investment. This is a must-listen for shop owners and service advisors ready to sharpen their skills and elevate every interaction from the very first ring.
remarkableresults.biz/a448
Muscle Memory for the Counter: Service Advisor Training with the Practice Bot [RR 1052]
Dan Malloy unveils a game-changing tool for your client advocates: the practice bot. Discover how this innovative AI-powered system is transforming sales training and driving unprecedented success on the service counter.
Here’s what you’ll learn:
– Orchestrate Sales Success: Learn how to get your entire team, your “orchestra of client advocates,” to “sing the same song” in unison, reflecting your business’s unique vision and culture in every customer interaction.
– Develop “Muscle Memory” for the Counter: Just like professional musicians or athletes, your service advisors need “muscle memory” to confidently handle customer conversations. Discover how daily, consistent practice with a bot can make effective communication feel natural.
– Conquer the Price Shopper: Understand the “killer” impact price shoppers have on closing rates (e.g., dropping from 81% to 42% for oil changes, or 35% to 17% for tires). Learn how the practice bot and Dan Malloy’s approach equip your team to handle these crucial conversations without immediately giving a price.
– Embrace AI for Data-Driven Growth: Explore how AI goes beyond traditional “keyword spotting” to analyze calls, score performance automatically, and provide invaluable “language KPIs.” Understand how this data on communication directly drives your traditional business KPIs and profitability.
– Mandate Daily Practice: Learn why the best companies are making bot practice mandatory, just like opening the store or running batting cages, and how it fosters a high-level, professional team
remarkableresults.biz/e1052
People 101: Why Soft Skills Drive Hard Results [THA 445]
Key Takeaways:
Auto Repair Is a People Business: Learn why shifting your focus to relationship-building and empathy is crucial for service advisors, who are often “therapists” to anxious customers.
Emotions Drive Decisions: Customers make big emotional and financial decisions, yet we often treat interactions as fast, transactional processes. Discover how to connect with customer pain points, concerns, and fears to build trust and make them feel like a priority, even when smoke is coming out of their engine.
Soft Skills = Profitability: Implementing soft skills like active listening and thoughtful questioning leads directly to climbing average repair orders, more five-star reviews, and significantly higher customer retention.
Price Becomes Irrelevant: When customers trust you, they don’t shop on price, they shop on experience.
Build “Key Dropper” Loyalty: Learn the ultimate goal: turning customers into “key droppers,” individuals who know, like, and trust your shop so completely that they simply drop their keys, confident you’ll handle everything.
Leadership Must Lead the Way: This isn’t just for your counter team. Owners must be engaged, invested, and accountable in soft skills training. Discover why your commitment to professionalism is key to the industry’s future, separating thriving businesses from those that won’t survive the next decade.
remarkableresults.biz/a445
Assume Nothing: Our Duty to Educate and Understand the Next Generation [RR 1051]
In this episode, we’re flipping the script on how we prepare the next wave of talent in the auto repair world.
It’s not just “training” anymore – The future of our industry needs more than just teaching people how to turn wrenches. It’s about real education that prepares them to think, solve, and lead.
The repair bay of tomorrow – Imagine clean, high-tech “surgical rooms” with white lab coats, big screens, and smart tools—where cars are diagnosed like patients.
Let’s make this career sexy – To attract today’s tech-savvy, digital-native crowd, we’ve got to show them this is a career filled with innovation, tech, and opportunity.
Soft skills are a big deal – Communication, confidence, and life skills are just as important as technical know-how.
Training isn’t cheap, and that’s okay – One expert says shops should spend $3,000 to $5,000 a month on education. Yep, even the small ones. Because falling behind costs more.
Leaders: don’t gatekeep – Share your tips, be open to different learning styles, and remember that even the small stuff you know can make a huge difference to someone starting out.
remarkableresults.biz/e1051
Retention Starts with Recognition: Why Pay Is Just the Beginning [RR 1050]
This episode dives into the real challenges of technician retention and why it’s time to rebrand automotive careers, moving beyond the outdated terms “mechanic” or “technician” to embrace the title of “specialist.” Craig Noel unpacks the urgent need to move away from traditional flat rate pay systems and toward compensation models that prioritize fair pay, financial security, and work-life balance. He also shares his own innovative pay structure designed to reward skill and dedication while keeping top talent engaged.
remarkableresults.biz/e1050
Women In NAPA (WIN): Building a Supportive Community [THA 441]
This episode spotlights the launch of Women in NAPA (WIN), a new initiative created to celebrate NAPA’s 100th anniversary by empowering women throughout the NAPA family, including shop owners, technicians, warehouse employees, sales team, and corporate team members alike. WIN provides a dedicated networking platform and distinctive “bolt bracelets” to cultivate connections and community. The discussion explores the unique challenges women face in the male-dominated automotive industry, emphasizing the value of mentorship, training, and representation. WIN also aims to inspire the next generation, supporting recruitment efforts and promoting diversity across the industry. With a focus on professional growth, personal development, and work-life balance, the program aspires to help women learn, lead, and thrive.
remarkableresults.biz/a441
Eating Electric: Fueling Your Body for Longevity [RR 1047]
Recorded at the TST Big Event, John Anello passionately advocates for holistic health and nutrition, drawing from personal experiences and research. He shares practical tips on balanced eating, the power of natural, unprocessed foods like homemade beet juice, and the benefits of exercise and lifestyle choices for longevity and disease prevention. The conversation sheds light on common health challenges in the automotive industry and encourages listeners to take charge of their well-being through regular health monitoring, proactive self-care, and informed dietary decisions.
remarkableresults.biz/e1047
Mastering Active Delivery: The Key to Lasting Customer Relationships [THA 440]
Explore the concept of “active delivery” in automotive customer service, an intentional and consistent approach to communication that spans the entire customer journey, from the initial contact to the final vehicle handoff. The discussion highlights how thoughtful interactions can create a powerful and lasting impression, especially in the closing moments.
Discover how clear communication, genuine rapport-building, and proactive expectation setting help cultivate trust and long-term loyalty. The episode also offers actionable strategies, including adapting communication styles, using supporting materials like brochures, and ensuring every team member aligns with a unified service approach.
More than just completing a transaction, active delivery is positioned as a key driver of customer satisfaction, repeat business, and word-of-mouth referrals, making it essential for shops focused on sustainable success.
remarkableresults.biz/a440
How to Grow Your Shop Without Losing Control [RR 1046]
This episode dives into the real challenges of scaling an automotive business. Shiju Thomas unpacks what it takes to grow successfully, especially beyond two locations, including stepping out of daily operations and focusing on leadership development, building a strong management team, and sustaining a consistent, positive culture. He emphasizes that growth should be driven by a desire to develop people, not just profits. It’s a must-listen for shop owners reflecting on why they want to grow and how to do it with purpose, clarity, and long term success in mind.
remarkableresults.biz/e1046
Rehearse to Win: The Secret to Service Advisor Confidence [RR 1045]
Recorded at the Institute Summit 2025, this episode features brothers Jason and Patrick Brennan in a powerful conversation on leadership, innovation, and growth in the automotive industry. Jason emphasizes redefining training through real-world rehearsal practice for service advisors and technicians, and using “education” language to promote a culture of ongoing development. Patrick brings his marketing expertise to the table, stressing the importance of reputation management and direct response strategies for businesses. Together, they explore how strong leadership, peer networking, and a healthy company culture attract talent and fuel long-term success.
remarkableresults.biz/e1045
The Power of Shared Knowledge: Celebrating 10 Years of Podcasting [THA 437]
In celebration of ten years of podcasting, Carm Capriotto reunites with early guests—Dwayne Myers, Clint Dudley, and Gene Morrill—to reflect on their original episodes and the evolution of their businesses. The episode explores their growth over the past decade, the vital role of coaching, continuous education, and adapting to industry changes such as labor rates and operations. Emphasizing the importance of strong processes, community, and putting people first, the conversation highlights how shared experiences and lifelong learning drive success in the automotive repair industry.
remarkableresults.biz/a437
Revolutionizing Automotive Training with the NAPA Autotech XcceleratoR [THA 436]
Recorded live at the NAPA NOW event, a panel of industry experts, including Robin Cowie, film producer and former leader of the Madden NFL game franchise, discusses how the NAPA Autotech XcceleratoR Program will revolutionize automotive technician training. This extended reality solution replaces traditional classroom learning with immersive, real-world simulations, enabling faster skill development, higher retention, and reduced training time from months to days. The panel highlights the program’s impact through honest technician beta feedback, showcasing its ability to enhance certifications, boost shop efficiency, track technician progress, attract new talent, and ensure ongoing education and proficiency.
remarkableresults.biz/a436
How One Toolbox Can Change Everything [THA 435]
This episode shares the inspiring story of Andy Roman, a new technician in the automotive industry, and how one toolbox changed everything. At Vision Hi-Tech Training & Expo 2024, Andy was surprised and overjoyed to win a professional-grade toolbox, generously donated by KUKUI and NAPA Auto Care. More than just tools, it represented a boost of confidence and a jumpstart to his career. Shop owner Dan Corcorran highlights the importance of supporting new talent through education, encouragement, and a strong shop culture. KUKUI and NAPA Auto Care are breaking down financial barriers for entry-level techs through scholarships and tool donations—investing in the future of the industry, one technician at a time.
remarkableresults.biz/a435
Your Business Playbook: Strategy, Data, and Accountability [RR 1041]
Recorded live at the Institute Summit, this insightful conversation explores how business leaders can apply sports principles—like team chemistry, leadership, and preparation—to enhance performance. Keynote speaker Ross Bernstein underscores the impact of storytelling as a powerful communication and trust building tool, sharing lessons from icons like Scotty Bowman and Jay Leno. The discussion reinforces the importance of having a solid business playbook grounded in strategy, data, and accountability, while also addressing the need to adapt to change, foster a culture of loyalty, leverage technology for growth, and prioritize meaningful personal connections and networking.
remarkableresults.biz/e1041
Are You Actively Applying Knowledge Or Passively Consuming Information? [THA 433]
Recorded at the TST Big Event, industry trainers Eric Ziegler and Pete Meier dive into the growing challenges technicians and shop owners face in staying current with technology and why continuous education is no longer optional. The conversation highlights key issues including the liability risks of inadequate training, the double-edged sword of social media as an information source, and the power of peer-to-peer knowledge sharing. Eric and Pete also stress the importance of actively applying what’s learned, not just passively consuming information, and how networking with other professionals can accelerate growth.
remarkableresults.biz/a433
Gamification and Engagement: Innovative Tools to Retain Top Talent [RR 1039]
The episode explores key strategies for improving technician retention in the automotive industry, focusing on work-life balance, continuous education, open communication, and positive workplace culture. David Boyes highlights the Today’s Class app, which uses short, gamified, daily learning for technicians and service advisors to boost engagement. He also discusses his blog, An Automotive Shop Owner’s Roadmap to Technician Retention, which outlines a six-step approach to retention, emphasizing culture, communication, and career development.
remarkableresults.biz/e1039