Performance Reviews Archives - Remarkable Results Radio https://remarkableresults.biz/captivate-tag/performance-reviews/ Automotive Repair Business Success Stories Tue, 03 Mar 2026 08:31:23 +0000 en-US hourly 1 https://remarkableresults.biz/wp-content/uploads/2020/05/cropped-site_icon-32x32.jpg Performance Reviews Archives - Remarkable Results Radio https://remarkableresults.biz/captivate-tag/performance-reviews/ 32 32 Why Employee Reviews Are Broken and What to Do Instead [RR 1081] https://remarkableresults.biz/remarkable-results-radio-podcast/e1081/ Tue, 03 Mar 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1080/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

In this episode of Coffee with Carm and a Coach, Carm Capriotto and leadership coach Murray Voth explain why traditional employee reviews often fail to build trust, engagement, or real growth. Instead, they advocate replacing formal evaluations with ongoing “Career Alignment Meetings,” and one-on-one conversations focused on coaching, open dialogue, and removing obstacles.

They discuss the shop owner’s role as a coach, the importance of onboarding and positional clarity, and why wage discussions should be separated from development conversations. Murray also shares practical tools, including the three key questions that drive meaningful feedback and real-time coaching moments.

This episode offers a modern, human-centered approach to leadership that strengthens culture, improves communication, and helps employees and shops grow together.

Timestamps

(00:00:00) Introduction: Coffee with Carm and a Coach
(00:03:00) Rebranding the Review
(00:05:30) The Problem with 360 Reviews
(00:08:00) What Employees Actually Want
(00:12:00) Hiring for the Position, Not the Personality
(00:16:00) Modern Onboarding & The 89-Day Check-In
(00:26:00) The Three Magic Questions
(00:32:00) How to Handle Employee Objections
(00:36:00) Separating Wages from Development
(00:41:00) Holiday Bonuses vs. Business Incentives
(00:45:00) The “Rim Wash” Lesson & Bloom’s Taxonomy
(00:49:00) The “Discovery Now” Moment
(00:52:00) Breaking Bread & Setting Protocol

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

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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

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

Connect with the Podcast:

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

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

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

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

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

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

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

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

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

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

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

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

– The 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


 

 

 

 

 

 

 

 

 

 

 

 

]]> Retention Starts with Recognition: Why Pay Is Just the Beginning [RR 1050] https://remarkableresults.biz/remarkable-results-radio-podcast/e1050/ Tue, 29 Jul 2025 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1049/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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.

Craig Noel, Sun Automotive, Springfield, OR. Listen to Craig’s previous episodes HERE

Show Notes

  • Watch Full Video Episode
  • Rise of the Specialist – A NEW Language Standard for Auto Repair Specialists: https://remarkableresults.biz/downloads/
  • Episodic Education (00:01:06)
  • Shop Expansion and ADAS Specialty (00:01:45)
  • Staffing Challenges and Work-Life Balance Shift (00:02:54)
  • From Mechanic to Technician to Specialist (00:05:22)
  • The Rise of the Specialist (00:06:22)
  • Educating Consumers on Complexity (00:07:56)
  • Recognition and Respect for Technicians (00:09:52)
  • Shift from Flat Rate to Work-Life Balance (00:10:24)
  • Craig’s New Pay Structure (00:12:47)
  • Bridging the Generational Gap (00:20:06)
  • Financial Transparency with Staff (00:21:03)
  • Personal Motivation for Change (00:23:34)
  • Recruitment and Retention Strategies (00:26:58)
  • Diverse Career Paths in Automotive (00:27:47)
  • The Power of Language: Calibration Specialist (00:29:05)
  • Educating Customers on Technical Systems (00:29:47)
  • Value of ASE Certification and Public Recognition (00:30:56)
  • Integrity and Problem-Solving in the Shop (00:32:09)
  • Training During Work Hours (00:35:34)
  • Overcoming Excuses and Owner Self-Reflection (00:37:09)
  • Peer Group Influence and Industry Change (00:39:40)

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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

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

Connect with the Podcast:


 

 

 

 

]]> Your Business Playbook: Strategy, Data, and Accountability [RR 1041] https://remarkableresults.biz/remarkable-results-radio-podcast/e1041/ Tue, 27 May 2025 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1040/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS 

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.

A best-selling author of nearly 50 sports books, Ross Bernstein, is an award-winning peak performance business speaker who’s keynoted conferences on all seven continents for audiences as small as 10 and as large as 10,000. Ross and his books have been featured on thousands of television and radio programs over the years, including CNN, ESPN, Bloomberg, Fox News, and “CBS This Morning,” as well as in the Wall Street Journal, New York Times, and USA Today. https://www.rossbernsteinspeaking.com/

Show Notes

  • Watch Full Video Episode
  • The Institute of Automotive Business Excellence: https://www.wearetheinstitute.com/
  • Introduction to the Episode (00:00:00)
  • Importance of Storytelling (00:02:51)
  • Jay Leno’s Storytelling Practice (00:03:50)
  • Team Chemistry in Sports (00:05:06)
  • Scotty Bowman’s Coaching Insights (00:06:29)
  • Building Team Chemistry (00:08:00)
  • Innovative Recruiting Strategies (00:08:47).
  • The Power of the Playbook (00:12:17)
  • Measuring Performance (00:13:06)
  • Continual Improvement in Business (00:14:21)
  • Ketchup Insights (00:15:45)
  • Practicing What We Learn (00:20:02)
  • Generational Workforce Changes (00:22:11)
  • Creating Loyalty in Teams (00:22:55)
  • Time Perception (00:23:10)
  • Focus and Distractions (00:23:49)
  • Engagement in Presentations (00:24:38)
  • Struggle and Growth (00:27:26)
  • Humility in Leadership (00:28:25)
  • Client Experience Officer Concept (00:30:05)
  • Philanthropy and Business Success (00:30:23)
  • Gamification in Customer Engagement (00:32:36)
  • Adapting to Change (00:35:14)
  • Networking and Personal Connections (00:36:21)
  • Legacy Business Lessons (00:37:08)
  • Business Fundamentals (00:39:00)

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

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

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

Connect with the Podcast:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

 

 

 

 

 

]]> Grow Faster, Go Further – The Peer Group Advantage [THA 423] https://remarkableresults.biz/remarkable-results-radio-podcast/a423/ Fri, 07 Mar 2025 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a422/

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

“‘As a younger shop owner, a struggling shop owner, it’s a lot to try and find and fix. The ultimate goal is to work on one thing at a time. How do you eat an elephant? One bite at a time.”

Recorded at the 2025 Institute Summit, discover the transformative power of coaching and accountability within the automotive repair industry. Jennifer Hulbert and Aaron Woods, facilitators of the Institute’s performance groups, share insights on how peer support and leadership development can drive significant improvements in shop owners’ businesses. They emphasize the importance of personal growth, strategic focus, and the ripple effect of better business practices on employees and communities.

Jennifer Hulbert, Service Plus Automotive, Calcium, NY. Institute for Automotive Business Excellence. Listen to Jennifer’s previous episodes HERE

Aaron Woods, X-tra Mile Auto Care, Stillwater, OK. Institute for Automotive Business Excellence. Listen to Aaron’s previous episodes HERE

Show Notes

  • Watch Full Video Episode
  • The Institute of Automotive Business Excellence: https://www.wearetheinstitute.com/
  • Guest Introductions (00:00:00)
  • The Role of Coaching (00:02:12)
  • Personal Transformation Through Groups (00:03:11)
  • Collective Accountability (00:05:06)
  • Transformation in Leadership (00:06:06)
  • Growth vs. Improvement (00:07:43)
  • Removing Limitations (00:08:58)
  • Building Leaders (00:09:04)
  • Shared Experiences in Accountability (00:10:52)
  • Chosen Family Dynamics (00:15:41)
  • The Importance of Support (00:16:24)
  • Networking Group Realities (00:18:24)
  • The Importance of Internal Motivation (00:18:41)
  • Lessons from the Burro (00:19:33)
  • Facilitator Challenges (00:20:44)
  • Self-Responsibility in Coaching (00:21:20)
  • Understanding Shop Ownership (00:22:29)
  • Taking the First Step (00:23:08)
  • Aaron’s Transformation Story (00:23:15)
  • The Power of Exposure (00:28:39)
  • The Journey of Learning (00:32:39)
  • Starting Point for Improvement (00:34:10)
  • The Importance of Production Management (00:36:11)
  • Key Issues in Sales and Margin Management (00:36:44)
  • Factors Influencing Shop Success (00:36:58)
  • Facilitator’s Rewarding Experience (00:38:03)
  • Impact of Group Collaboration (00:38:29)
  • The Spiderweb Effect on Society (00:40:15)
  • The Importance of Coaching and Networking (00:40:26)
  • Benefits of Group Processes for Employees (00:41:15)

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/

Connect with the Podcast:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

]]> Improve Call Handling Skills: The Power of AI and Continuous Learning [RR 1015] https://remarkableresults.biz/remarkable-results-radio-podcast/e1015/ Fri, 13 Dec 2024 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1015/

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

David Boyd discusses the critical importance of call handling and customer communication, offering valuable insights on setting clear expectations and fostering a supportive training environment. Learn how modern technology can elevate customer service interactions, boost conversion rates, and drive sales growth. Plus, gain practical tips for introducing call analysis to your service advisors for measurable improvements.

David Boyd, Inbound INC. 

Show Notes

  • Watch Full Video Episode
  • Institute Summit, February 6th-8th, 2025, in Amelia Island, Florida: https://www.wearetheinstitute.com/summit
  • Call Handling Process (00:02:14)
  • Continuous Education vs. Training (00:04:25)
  • Understanding Customer Communication (00:05:38)
  • Conversion Rates and Call Handling (00:07:42)
  • Complacency in Communication (00:09:10)
  • Sentiment Analysis (00:09:37)
  • Predictive Indicators (00:11:16)
  • Coaching Service Advisors (00:12:42)
  • Using Transcripts for Review (00:14:33)
  • Talk Time Metrics (00:15:51)
  • The Importance of Asking for Sales (00:20:08)
  • Encouraging Customer Engagement (00:20:27)
  • Shifting Mindsets to ‘Say Yes’ (00:21:09)
  • Client Advocate Concept (00:22:25)
  • Utilizing Coaching and Training (00:24:08)
  • Time Efficiency in Call Coaching (00:25:05)
  • First Impressions Matter (00:28:16)
  • Impact of Communication on Sales Growth (00:29:36)
  • Digital Communication Platforms (00:31:02)
  • Business Continuity Planning (00:32:39)
  • Technology’s Role in Customer Relationships (00:34:31)
  • Understanding Call Handling Expectations (00:35:42)
  • Emotional Overtones in Feedback (00:36:39)
  • Creating Training Opportunities (00:36:56)
  • Defining Success in Call Handling (00:37:32)

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

Set your sights on Las Vegas in 2025. Mark your calendar now … November 4th-6th, 2025. AAPEX – Now more than ever. https://www.aapexshow.com/

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

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

Connect with the Podcast:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

 

 

 

 

 

 

 

 

]]> Embrace Peer Reviews: Upgrade Your Business [RR 979] https://remarkableresults.biz/remarkable-results-radio-podcast/e979/ Fri, 15 Nov 2024 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/embrace-peer-reviews-upgrade-your-business-rr-979/

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

Tom Sciortino discusses his recent peer review experience with the Institute’s Gears Performance Group. Tom shares how the review prompted significant improvements in his business, emphasizing the importance of accountability, team involvement, and a clean, organized work environment. The episode underscores the value of continuous improvement, personal growth, and the benefits of being part of a coaching organization.

Tom Sciortino, Total Automotive, Buffalo, NY. Tom’s previous episodes HERE.

Show Notes

  • Watch Full Video Episode
  • Tom’s Recent Peer Review (00:02:57)
  • Preparation for Peer Review (00:03:46)
  • Impact of Coaching (00:04:01)
  • Team Involvement in Peer Review (00:06:04)
  • Deep Dive into Business Improvements (00:07:08)
  • Value of Team Preparation (00:07:32)
  • Lessons for Other Shop Owners (00:08:32)
  • Importance of Cleanliness (00:09:24)
  • Engaging Staff in Improvement (00:10:18)
  • Accountability in Peer Reviews (00:11:26)
  • Mentorship and Growth (00:12:38)
  • Overcoming Ego in Business (00:16:36)
  • Peer Review Insights (00:17:58)
  • Phone Call Evaluation (00:18:16)
  • Training Opportunities Identified (00:19:02)
  • Post-Call Team Meeting (00:19:48)
  • Ongoing Front-End Training (00:20:09)
  • Back Shop Leadership (00:20:37)
  • Team Culture and Family Atmosphere (00:21:34)
  • Personal Connections in the Workplace (00:22:25)
  • Improvements in Facility (00:23:16)
  • Motivating Others Through Sharing (00:24:05)
  • Value of Self-Assessment (00:24:20)
  • Surrounding Yourself with Excellence (00:25:55)

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

Connect with the Podcast:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

 

 

 

 

 

 

 

 

 

 

 

]]> A Gift, Not A Punishment: Service Advisor Coaching [THA 395] https://remarkableresults.biz/remarkable-results-radio-podcast/a395/ Thu, 22 Aug 2024 19:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a-gift-not-a-punishment-service-advisor-coaching-tha-395/

This episode explores how effective coaching can pay for itself by improving client interactions and boosting profitability. By listening to calls and identifying areas of opportunity, coaches help advisors address customer needs more accurately. Discover why one-on-one coaching is a valuable investment for shop owners aiming to enhance their business performance and customer experience.

Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Clint’s previous episodes HERE

Rena Rennebohm, CEO and Creator of Empowered Advisor. Rena’s previous episodes HERE.

Show Notes

  • Watch Full Video Episode
  • Shift from Training to Education (00:03:26) Carm discusses the importance of shifting the terminology from training to education.
  • One-on-One Coaching Experience (00:04:36) Rena explains the differences between teaching classes and providing personalized coaching.
  • Intimacy in Coaching (00:06:04) Rena emphasizes the intimate nature of one-on-one coaching and its benefits.
  • Vulnerability in Growth (00:07:18) Clint discusses the role of vulnerability in personal and professional growth.
  • Maintenance of Skills (00:09:33) The importance of continuous education and maintenance in skill development is highlighted.
  • Phases of Training (00:10:27) Rena describes the six phases of training and the cyclical nature of learning.
  • Weekly Coaching Importance (00:11:23) Rena mentions the frequency of coaching calls and their significance in professional growth.
  • Community Aspect of Training (00:13:30) Clint speaks on the necessity of community and interaction in coaching.
  • Interpersonal Skills in Shops (00:16:09) Clint addresses the challenges of interpersonal skills and communication within shops.
  • Effective Daily Training (00:19:28) Discussion on intensive training classes and their impact on team development in the automotive industry.
  • Intimate Coaching Sessions (00:20:32) Preference for small group coaching to enhance communication and interpersonal skills among team members.
  • Importance of Vulnerability (00:21:19) Clint shares insights on vulnerability and the need for ongoing support in coaching environments.
  • Investment in Training (00:23:15) Exploration of how shop owners should allocate budgets and time for effective training and coaching.
  • Coaching Value (00:24:46) Coaches emphasize the return on investment from effective coaching through improved client interactions.
  • Excuses from Shop Owners (00:25:26) Discussion on common excuses shop owners give for not investing in coaching and training.
  • Time Management in Coaching (00:27:31) Strategies for fitting coaching sessions into busy schedules, including combining them with lunch.
  • Shifts in Customer Behavior (00:28:47) Analysis of how customer attitudes have changed post-COVID and the need for updated training.
  • Economic Changes Impacting Sales (00:31:22) Discussion on rising costs affecting customer spending and the importance of value presentation.
  • Call Scripts in Training (00:32:35) The significance of scripts in coaching to ensure consistent and effective communication with customers.
  • Feedback and Improvement (00:34:39) Emphasis on celebrating wins and learning from mistakes through call reviews to improve service skills.
  • Patterned Approach to Sales (00:37:14) The necessity of following a consistent pattern in customer interactions for better service delivery.
  • Best Practices in Customer Interaction (00:38:32) Teaching best practices to avoid offense and ensure customer care, even during absences.
  • Building Self-Confidence (00:39:09) Discussing the importance of self-confidence and the need for continual conditioning in service advisory roles.
  • Muscle Memory in Communication (00:40:13) Drawing parallels between physical conditioning and developing automatic responses in customer interactions.
  • Understanding Customer Needs (00:43:13) Emphasizing the importance of understanding customer intentions to provide tailored service.
  • The Value of Coaching (00:48:28) Discussing the importance of investing in coaching for service advisors and the benefits it brings.
  • Coaching as a Gift (00:49:53) Reframing coaching as a positive enhancement rather than a punishment for team members.
  • Final Thoughts on Coaching (00:50:22) Encouraging listeners to view coaching as a valuable investment for personal and professional growth.

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Auto-Fix Auto Shop Coaching

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

Thanks to our Partner, Today’s Class

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

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]]> Shop Owner Reacts to His 360 Review From His Team [THA 380] https://remarkableresults.biz/remarkable-results-radio-podcast/a380/ Thu, 16 May 2024 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a379/

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

In this groundbreaking episode, shop owner Brin Kline undergoes a first-of-its-kind 360-degree review by his team. The session unveils insights into leadership, stress management, communication, team dynamics, and the importance of training. Through candid discussions, Brin and his team explore opportunities for growth and improvement, highlighting the value of feedback in enhancing leadership skills and business operations.

Brin Kline, Shop Owner, Assured Auto Works, Melbourne, FL

Carlos Mercado, Lead Technician

Matt Cusick, Technician

JD Winkler, Service Advisor

Jeremy Good, CSR

  • Watch Full Video Episode
  • Brin’s Review Plan (00:02:12) Brin discusses his long-standing plan for a 360-degree review, expressing excitement and nervousness about the process.
  • Initial Employee Feedback (00:05:17) Employees introduce themselves, discuss their roles, and provide initial feedback on Bryn’s leadership and communication style.
  • Brin’s Leadership and Recognition (00:06:42) Employees share their experiences with Brin’s recognition and feedback style, highlighting his quiet but supportive approach.
  • Brin’s Problem-Solving and Approachability (00:08:53) Employees discuss Brin’s willingness to solve problems and his approachability in addressing their needs.
  • Innovation and Motivation (00:11:01) Employees acknowledge Brin’s encouragement of innovation and positive influence on their professional growth and motivation.
  • Direction and Advice (00:12:27) Employees affirm Brin’s clear communication about the company’s direction and his availability for advice and guidance.
  • Conflict Management (00:14:50) Employees discuss Brin’s role in managing conflicts and providing support for resolving issues within the team.
  • Celebration of Wins (00:17:16) Employees share their experiences of celebrating wins as a team, highlighting Bryn’s support for acknowledging successes.
  • The small wins (00:18:04) Brin and the team discuss the importance of celebrating small victories in the shop and recognizing the challenges in the automotive industry.
  • Celebrating achievements (00:21:20) The team emphasizes the significance of acknowledging and celebrating achievements, even small ones, in the shop to boost morale.
  • Trust and company culture (00:22:06) The discussion revolves around the high degree of trust within the company and the value of the company’s culture.
  • Access to training (00:23:58) Brin’s commitment to providing access to training for the team, including support for attending conferences and joining training programs like Toastmasters.
  • Stress management (00:28:26) The team discusses how Brin proactively manages stress within the company and encourages employees to take time for themselves.
  • Opportunities for collaboration (00:34:25) The team shares experiences of collaborating with Bryn to improve customer experience, policies, and procedures, highlighting Brin’s encouragement for collaboration in problem-solving and diagnostics.
  • Brin’s Reflection on Feedback (00:36:20) Brin reflects on feedback and the importance of long-term thinking and motivation for his team.
  • Brin’s Training Approach (00:37:17) Brin discusses his approach to training and empowering his team to make decisions, emphasizing the importance of open communication.
  • Brin’s Leadership Improvement (00:38:17) Employees provide feedback on areas where Bryn can improve as a leader, including stress management, setting deadlines, and communication.
  • Brin’s Reflection on Employee Feedback (00:44:55) Brin reflects on the feedback received from employees, acknowledging the areas for improvement and expressing gratitude for their input.
  • Brin’s Acknowledgment and Praise for Employees (00:49:12) Brin acknowledges and praises his employees for their work, expressing gratitude and trust in their abilities.

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Auto-Fix Auto Shop Coaching

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

Thanks to our Partner, Today’s Class

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

Connect with the Podcast:

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]]> Coaches Lab: Benefits and Succession [THA 370] https://remarkableresults.biz/remarkable-results-radio-podcast/a370/ Thu, 07 Mar 2024 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a370/

Coaches Mastermind: Bill Haas and Kent Bullard discuss performance reviews, benefit packages and succession. Succession planning in family businesses is often met with emotional complexities and practical challenges. However, with open communication, a willingness to learn from the past, and proper financial planning, these obstacles can be overcome.

Kent Bullard, COO, The Institute. Listen to Kent’s other episodes HERE.

Bill Haas, Haas Performance Consulting, Bill’s previous episodes HERE.

Show Notes:

  • Watch Full Video Episode
  • Answering the Phone (00:00:43) Importance of answering calls, dealer service department comparison, missed opportunities.
  • Technology and Communication (00:01:54) Discussion on new technology, voicemail, and missed connections.
  • Training and Handling Calls (00:03:28) Importance of training staff to handle calls, voicemail setup, and staff hierarchy for call answering.
  • Role-specific Phone Training (00:05:37) Training different staff members to answer calls based on their roles, prioritizing customer service.
  • Customer Service and Workflow (00:08:10) Discussion on virtual service advisors, prioritizing customer relationships, and back-end workflow.
  • Handling Cost Estimates (00:12:11) Importance of having dedicated staff for cost estimates, focusing on customer service.
  • Reservation System (00:14:41) Discussion on the concept of reservations over appointments, and comparison with car dealership reservation systems.
  • Dealership Service Experience (00:16:13) Comparison of dealership service experience, emphasizing the importance of providing a better customer experience.
  • The importance of client experience (00:18:02) Discussion on the significance of client experience officer and revenue growth despite COVID.
  • Performance reviews and improvement discussions (00:18:58) Fear of holding people accountable and reframing performance reviews as improvement discussions.
  • Setting goals and targets for employees (00:20:01) Importance of setting goals and targets for employees to ensure clarity and success.
  • Quarterly one-on-one meetings (00:21:25) The value of regular one-on-one meetings with employees to build relationships and open communication.
  • Employee benefits and incentives (00:24:28) The importance of providing benefits, including PTO, retirement programs, and other incentives to attract and retain talent.
  • Succession planning and family involvement (00:31:26) Challenges and conversations around succession planning, especially involving family members in the business.
  • Learning from Past Generations (00:35:20) The impact of witnessing previous generational struggles on the decision-making process for succession planning.
  • Conflict and Communication (00:35:56) The necessity of conflict and open communication in changing ideas and thoughts for successful business succession.
  • Challenges of Taking Over (00:36:45) The challenges faced when taking over a family business with zero financial support.
  • Financial Responsibility (00:37:03) The impact of leaving a child with financial responsibility and debt after taking over a family business.
  • Importance of Planning (00:37:29) The importance of planning and the consequences of not having a solid financial plan for the future of the business.

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/

Connect with the Podcast

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]]> Exploring the Depths of Self-Reflection: The Power of Personal SWOT Anaylsis [RR 907] https://remarkableresults.biz/remarkable-results-radio-podcast/e907/ Tue, 05 Dec 2023 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e907/

“Do you have the strength to be honest with yourself?”

Michael Smith discusses the importance of personal and company-wide SWOT analysis. He explores the need for continuous learning, development and the role of collaborative feedback in identifying blind spots. He emphasizes the importance of going beyond the initial analysis to consider future goals and potential obstacles.

Michael Smith, Herzberg Smith and Co, Michael Smith’s previous episodes HERE

Show Notes

  • Watch Full Video
  • The concept of doing a personal SWOT analysis (00:01:57) Exploration of the idea of doing a personal SWOT analysis and the importance of getting feedback from others.
  • Starting a personal SWOT analysis with a company SWOT analysis (00:06:23) Suggestion to start the personal SWOT analysis by first conducting a company SWOT analysis and using the insights to inform the individual analysis.
  • The SWOT Analysis and Leadership (00:08:03) Discussion on the importance of doing a SWOT analysis for businesses and the role of leaders in driving the future of the organization.
  • The Importance of Self-Development for Leaders (00:09:31) Exploration of the need for leaders to participate in their own self-development and identify their strengths, weaknesses, opportunities, and threats.
  • The Path to Mastery for Individuals and Organizations (00:14:54) Emphasis on the ongoing and evolving nature of the path to mastery for individuals and organizations, and the importance of continuous improvement.
  • The importance of individualized learning and development (00:15:03) Discusses the concept of individualized learning and development programs, focusing on strengths and weaknesses.
  • The need for continuous learning and development (00:16:25) Emphasizes the importance of continuous learning and development, including attending conferences and reading books.
  • The importance of accountability and institutionalizing development (00:18:10) Highlights the need for leadership to walk the talk, institutionalize development, and hold people accountable for continuous learning and improvement.
  • The SWOT Afternoon (00:22:08) Discussing the concept of doing a personal SWOT analysis with the team and the benefits of fostering a collaborative culture.
  • Facilitating the Conversation (00:23:14) Exploring the art of facilitating a conversation and the importance of listening and not interrupting during discussions.
  • 360 Reviews and Mentoring (00:25:11) Explaining the use of 360 reviews and the importance of selecting trusted individuals for feedback, as well as the benefits of mentoring relationships within the organization.
  • Inviting Industry Guests (00:29:56) Carm and Michael express their interest in inviting industry professionals to share their experiences and discuss the effectiveness of implementing the discussed strategies.

Thanks to our Partner, NAPA Auto Care

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

Connect with the Podcast:

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]]> Defining Mentoring and Its Role in Implementing Change [AW 179] https://remarkableresults.biz/remarkable-results-radio-podcast/aw179/ Sat, 14 Oct 2023 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/aw178/

Gary Gunn discusses how mentoring differs from coaching and how it can benefit shop owners in defining their own success and implementing necessary changes in their businesses. Gary shares his experience as a mentor and offers tools and strategies for shop owners to implement new ideas and overcome challenges. He emphasizes the importance of working on the business and oneself, creating a scoreboard for business performance, and understanding the true cost of doing business. Gary also explains the role of a true mentor and the value of assessments in tailoring mentoring approaches. Carm and Gary believe that mentoring can enhance the value of coaching and help shop owners gain confidence and make informed decisions.

Gary Gunn, Auto Shop Showcase

Show Notes:

  • Watch Full Video
  • The importance of mentoring for shop owners (00:01:12) Gary Gunn discusses the concept of mentoring for shop owners and how it can benefit them in achieving better lives.
  • Defining mentoring and its role in implementing change (00:05:56) Gary explains his definition of mentoring and how it involves helping shop owners implement changes that will lead to true freedom and success in their businesses.
  • The role of a mentor in addressing specific struggles (00:07:03) Gary talks about how a mentor can assist with specific challenges such as hiring, budgeting, and determining financial goals, and how their role is to help mentees become self-sufficient in these areas.
  • Implementing Ideas from Training (00:09:35) Discussion on the challenges shop owners face when trying to implement new ideas and how mentoring can help them overcome resistance and successfully implement changes.
  • Using Tools for Implementation (00:11:32) Explanation of the five tools that shop owners can utilize to implement changes in their business, including staff training sessions and staff behavior sessions.
  • Understanding the True Cost of Doing Business (00:15:02) Explanation of the concept of the true cost of doing business and how it can help shop owners analyze their financials and make informed decisions.
  • The missing piece for shop owners (00:19:05) How mentoring can complement coaching and provide shop owners with additional value and guidance.
  • Group mentoring and individual sessions (00:22:01) The different formats of mentoring, including group mentoring sessions and one-on-one sessions, based on the specific needs of the participants.
  • The concept of mentoring in the automotive industry (00:26:50) Discussion on the importance of accepting the need for mentoring and the discrepancy between appearances and reality in the industry.
  • The potential benefits of seeking a mentor (00:27:10) Highlighting the potential positive impact of finding a mentor to help individuals and businesses grow and improve.
  • The role of a mentor as a supplement to coaching (00:28:45) Explaining how a mentor can work alongside existing coaching programs to provide additional support and guidance to shop owners.

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

Connect with the Podcast:

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

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

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

]]> High Performance Leadership Training [RR 888] https://remarkableresults.biz/remarkable-results-radio-podcast/e888/ Fri, 29 Sep 2023 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e888/

Carm Capriotto introduces a group of automotive industry professionals who are part of a leadership program led by Shawn Gilfillan. This group has been working on a 20-week program designed to enhance leadership skills and empower teams in the automotive industry. The program emphasizes the importance of self-talk and changing one’s self-perception to become a better leader. They highlight the benefits of using the DISC test to understand themselves and their team members better, promoting understanding and empathy. They also discuss the positive impact of active listening and effective communication in resolving conflicts and improving relationships. They emphasize the value of continuous learning and the benefits of joining a leadership coaching group.

Tina Ormond, DeBoer’s Auto Sales & Service Hamburg, NJ.

Steve Hixson, Arts Automotive, Estes Auto Center, Longview, WA.

Brian Nerger, Nerger’s Auto Express, Bound Brook, NJ.

Albert Stashluk, Automotive Magic, Kenvil and Lake Hopatcong, NJ

Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Shawn’s previous episodes HERE

Show Notes

  • Watch Full Video Episode
  • The Leadership Group Program (00:02:27) Discussion about a leadership program that helps owners and managers grow their team and improve their businesses.
  • The Imposter Syndrome (00:06:08) Discussion about imposter syndrome and how participating in the program has helped build self-assurance and fill knowledge gaps.
  • The Value of the DISC Test (00:07:33) Discussion about the benefits of using the DISC test to understand communication styles and improve team dynamics.
  • Understanding the DISC Test Results (00:08:27) Discussion about the experience of taking the DISC test and how it reveals strengths and weaknesses.
  • Using DISC Profiles in Hiring and Team Building (00:09:27) Exploring how DISC profiles can be used to assess potential employees and create a cohesive team.
  • The Importance of Self-Awareness and Communication (00:11:08) Highlighting the significance of understanding individual DISC profiles and adapting communication styles accordingly for effective teamwork.
  • The root of the problem (00:16:17) Discussion about identifying the root cause of a person’s upset and resolving conflicts.
  • Active listening and transformation (00:17:10) Importance of actively listening to others and how it can lead to personal growth and transformation.
  • Benefits of team training (00:19:39) The benefits of team training in addressing interpersonal issues and improving communication within an organization.
  • The importance of effective communication (00:24:55) Discussion on the value of clear and articulate communication in a leadership coaching group.
  • The benefits of having a support network (00:26:33) Exploring the advantages of having a team outside of your own shop to provide support and guidance for leadership challenges.
  • Improving performance through clear communication (00:30:10) Sharing a conversation between a technician and a coach, discussing the importance of setting clear intentions and removing emotions to develop a plan for improvement.
  • The importance of effective communication (00:32:47) Understanding the different communication styles and needs of team members to improve productivity and support.
  • The significance of clear goals and roles (00:35:08) Highlighting the importance of having a clear mission and goals for the team to enhance performance and avoid confusion.
  • The power of active listening and understanding emotions (00:38:55) Exploring the three powerful elements of active listening: repeating the words, acknowledging emotions, and identifying commitments, to foster better communication and empathy.
  • The power of support pillars (00:40:43) Discussion on the importance of having support pillars in business and how they can help in times of conflict and change.
  • Availability of coaching and support (00:41:30) Encouragement to take advantage of coaching and support available outside of regular meetings to enhance learning and understanding.
  • Impact of improved communication (00:42:58) The positive effects of improved communication on business growth, sales, and productivity, as well as personal development and motivation.

Thanks to our Partners, AAPEX and NAPA TRACS

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

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

Connect with the Podcast:

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

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

 

 

 

]]> The Roadmap to Success: Work Smarter Not Harder [RR 884] https://remarkableresults.biz/remarkable-results-radio-podcast/e884/ Fri, 15 Sep 2023 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e880/

Dan Taylor discusses various aspects of running a successful automotive repair business. He emphasizes the importance of having a roadmap to success, repackaging information to resonate with different people, utilizing reliable shop management systems, client and employee retention, effective marketing strategies, well-defined processes and procedures, and artificial intelligence in the industry. The episode concludes with a discussion on the importance of making money in the automotive repair industry and the need for a paradigm shift towards maintenance and customer service.

Dan Taylor, Senior Business Advisor, Transformers Institute. Dan’s previous episodes HERE

Show Notes

  • Watch Full Video Episode
  • Retention: Keeping Top Employees [THA 327]
  • Is Your Company Culture Holding You Back? [RR 864]
  • The roadmap to success (00:01:17) Discussion on the importance of having a roadmap to success, both personally and for your team.
  • Repackaging and giving things in a different light (00:02:22) Exploration of how repackaging messages can resonate differently with people and lead to success.
  • Major components for success (00:03:16) Introduction of seven major components that can guarantee success if followed, along with the need to reassess and upgrade strategies.
  • Retention and Point of Sale Systems (00:10:04) Discussion on the challenges of retaining customers and the limitations of point of sale systems.
  • Marketing and Client Retention (00:11:01) Importance of marketing efforts for client retention and the impact on business growth.
  • Team Retention and Processes (00:14:44) The significance of team retention, the need for processes and procedures, and the constant improvement of organizational systems.
  • The importance of presenting all information to clients (00:19:57) Explains how some shops present all the necessary repairs to clients and allow them to decide what to prioritize.
  • Challenges in service maintenance and inspections (00:20:56) Discusses the challenge of inspecting and recommending services that have already been done or are not needed.
  • Utilizing data and technology to improve operations (00:22:05) Highlights the importance of integrating data and technology to streamline operations, improve customer service, and gain trust and credibility.
  • Sales and Relationship Building (00:29:45) The importance of sales and building relationships with clients in the automotive industry, and the need to educate clients about the value of maintenance.
  • Operations and Productive Technicians (00:36:37) The need for productive technicians and efficient operations in order to maximize profitability and provide quality assurance to customers.
  • The forgotten child (00:39:54) Discussion about the importance of the admin role in a shop, including timely financials and prompt paperwork.
  • Monitoring KPIs (00:40:35) Exploration of key performance indicators (KPIs) such as opportunities, closed rate, and client retention.

 

Thanks to our Partners, AAPEX and NAPA TRACS.

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

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

Connect with the Podcast:

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

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

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

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

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

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

 

 

 

]]> Redefining Business Bravery: Stories of Courage [THA 341] https://remarkableresults.biz/remarkable-results-radio-podcast/a341/ Thu, 17 Aug 2023 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a340/

Join our panel as they share insights on the importance of courage, different leadership styles, the need for tough conversations, and the role of coaching and mentoring in developing courage in teams. The panelists emphasize the importance of effective communication, training, and providing individuals with the tools and confidence to make courageous decisions. They also discuss the need for leaders to make tough decisions even when uncomfortable.

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

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

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

Show Notes:

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

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

Connect with the Podcast

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

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

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

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

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

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

 

 

 


]]> Why is Mission Strategy Crucial in the Automotive Industry? [RR 872] https://remarkableresults.biz/remarkable-results-radio-podcast/e872/ Fri, 04 Aug 2023 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e872/

“Do our technicians, when they close the hood, take the rag, you know, they rub the hood, make sure there’s no fingerprints? Do they really think about the role that they had in that customer’s life? Most of them don’t.”

Dan Taylor shares a personal experience where his technician played a crucial role in getting his wife to the hospital in a life-threatening situation. This incident made Dan realize the importance of our mission in ensuring the safety and reliability of vehicles. What is the ‘why’ behind someone’s work and why is that important?

Dan Taylor, Senior Business Advisor, Transformers Institute. Dan’s previous episodes HERE

John Long, Total True Automotive, Shertz Auto Service, Schertz, TX.  John’s previous episodes HERE.

Show Notes

  • Watch Full Video Episode
  • The mission concept (00:01:53) The concept of mission and how it can be applied to the automotive industry, using examples from the construction industry.
  • The importance of knowing the mission (00:02:53) The importance of every team member knowing the mission and how it goes beyond the individual tasks they perform.
  • The role of automotive professionals (00:05:23) The passion and professionalism of automotive professionals and the impact they have on people’s lives, guiding them through important moments.
  • The role of repetition in training (00:13:16) The significance of repetition in training and the need for constant reinforcement to ensure understanding and retention.
  • Mission accomplished never done (00:15:48) The concept of “mission accomplished never done” as a reminder to continuously strive for improvement and growth in leadership and training.
  • The importance of defining a win (00:18:02) Discussion on the need for organizations to define what winning looks like and the challenges of setting unattainable goals.
  • The impact of tough conversations (00:20:14) Exploration of the aftermath of a difficult conversation with a team member and how it led to improved performance.
  • The positive outcomes of peer reviews (00:22:40) Insights into the significant changes and improvements seen in businesses after undergoing peer reviews, with a focus on weaknesses and opportunities for growth.
  • Workflow Management (00:25:19) Discussion on the importance of workflow management in the automotive industry and its continuous improvement.

Thanks to our Partners, AAPEX and NAPA TRACS.

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

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

Connect with the Podcast:

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

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

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

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

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

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

 

 

 

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