Processes Archives - Remarkable Results Radio https://remarkableresults.biz/captivate-tag/processes/ Automotive Repair Business Success Stories Thu, 30 Jul 2026 20:19:17 +0000 en-US hourly 1 https://remarkableresults.biz/wp-content/uploads/2020/05/cropped-site_icon-32x32.jpg Processes Archives - Remarkable Results Radio https://remarkableresults.biz/captivate-tag/processes/ 32 32 The AI-Informed Customer Has Arrived: What It Means For Auto Repair [THA 496] https://remarkableresults.biz/remarkable-results-radio-podcast/a496/ Fri, 31 Jul 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a495/

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

Are your customers rolling up to the counter with their vehicles already “diagnosed” by ChatGPT or Gemini?

More customers are turning to AI before they ever call your shop, using tools like ChatGPT and Gemini as the “WebMD” for their vehicles. They often arrive convinced they’ve identified the problem, making today’s service advisor responsible for validating the customer’s concerns while guiding the conversation back to proper testing and professional diagnostics.

Brian Weeks, Jon Kloosterman, and Alex Littlewood join Carm Capriotto to explore how AI is reshaping customer expectations and why the shops that thrive will be the ones that combine technology with authentic human connection.

What You’ll Learn

  • Why the “human premium” is becoming more valuable as AI-generated content grows.
  • How to respond when customers arrive with AI-generated vehicle diagnoses.
  • Why AI should automate administrative tasks, not customer relationships.
  • How AI helps service advisors and technicians become more efficient.
  • Strategies for adopting AI without overwhelming your team.
  • Why AI can reinforce the value of professional diagnostics and repair expertise.

As AI-generated content floods the internet, customers are finding it harder to separate facts from fiction. That uncertainty creates an opportunity for repair shops. AI can improve efficiency, but trust is still earned through knowledgeable people, thoughtful communication, and genuine relationships. The future belongs to shops that use AI to support the customer experience, not replace the human connection that builds lasting confidence.

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

Brian Weeks, ATC Auto Center, Augusta, GA. Listen to Brian’s previous episodes HERE

Alex Littlewood, Founder, ONRAMP

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/
Thanks to our Partner, KUKUI
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/
Thanks to our Partner, Pit Crew Loyalty
You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/
Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

]]> Get Out of Your Own Way: Leadership Lessons for Shop Owners [RR 1102] https://remarkableresults.biz/remarkable-results-radio-podcast/e1102/ Tue, 28 Jul 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1101/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

What’s holding your shop back: your competition or your leadership?

Bill Haas of Auto Ignite Management joins Carm Capriotto to challenge shop owners to rethink leadership, accountability, and the value of their expertise. Anchored by his mantra, “If you’re not on your way, you’re in the way,” Bill discusses how complacency, avoiding difficult decisions, and failing to lead with intention can limit a shop’s success. He also shares why building a profitable, employee-focused business is essential for attracting top talent today and creating a business worth selling tomorrow.

What You’ll Learn

  • Why “specialist” better reflects today’s automotive professionals.
  • How shop owners can become the biggest obstacle to business growth.
  • Why accountability is the foundation of strong leadership.
  • How data leads to better financial and operational decisions.
  • What creates a healthy, profitable shop culture.
  • Why investing in employees increases your shop’s long-term value.

The most successful shops are led by owners who embrace accountability, value their team’s expertise, and continually invest in their people and culture. Build a business employees want to join, customers trust, and future buyers will want to own.

Bill Haas, Auto Ignite Management, Bill’s previous episodes HERE

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://remarkableresultsradiopodcast.captivate.fm/napaautocare  

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:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> Deferred Work: The Most Overlooked Growth Opportunity in Auto Repair [RR 1101] https://remarkableresults.biz/remarkable-results-radio-podcast/e1101/ Tue, 21 Jul 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1100/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

Most auto repair shops are sitting on a goldmine of untapped revenue without realizing it.

In this episode, Carm Capriotto welcomes Jimmy Alauria of 3A Automotive & Diesel Repair to discuss how deferred work can become one of your shop’s most effective growth strategies. By pulling just two years of data from his shop’s database, he discovered $3.3 million in potential revenue from deferred services. From better customer communication to smarter follow-up systems, Jimmy explains how to turn yesterday’s declined repairs into tomorrow’s repair orders.

What You’ll Learn

  • Why your customer database is one of your shop’s most valuable assets.
  • How deferred work can create significant new revenue without increasing car count.
  • Why shops should schedule the next appointment before the customer leaves.
  • While DVIs provide excellent transparency, their primary goal should be to educate the customer and help them plan, rather than to force an immediate $5,000 repair order. Jimmy notes that customers decline work not necessarily because they lack trust, but because they need time to budge
  • How categorizing repairs by safety, reliability, maintenance, and appearance improves customer understanding.
  • Understanding the customer’s personal “car goals,” whether they love the car and want to avoid a new car payment, or they hate the car and want to trade it in, is also critical to framing recommendations effectively.
  • The shortcomings of traditional CRM follow-up systems and how AI can improve communication.
  • How AI helps prioritize repairs and translates technical repair language into customer-friendly messaging that drives response.

Deferred work isn’t lost business; it’s future opportunity. By building better follow-up processes, educating customers, and using technology to communicate more effectively, shops can strengthen relationships, improve customer retention, and unlock substantial revenue already waiting in their database.

Jimmy Alauria, 3A Automotive and Diesel Repair, Phoenix, AZ. Jimmy’s previous episodes HERE

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://remarkableresultsradiopodcast.captivate.fm/napaautocare  

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:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> The Truth About ADAS Calibrations Every Shop Needs to Hear [THA 494] https://remarkableresults.biz/remarkable-results-radio-podcast/a494/ Fri, 17 Jul 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a493/

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

A viral social media clip about ADAS calibrations sparked thousands of comments and exposed a troubling reality: many automotive professionals still misunderstand when and why calibrations are required. In this episode, Carm Capriotto welcomes technical specialists and industry leaders Keith Perkins and Matt Fanslow to examine the industry’s response, separate fact from fiction, and explain why following OEM repair procedures is essential for both vehicle safety and professional credibility.

What You’ll Learn

  • The difference between static and dynamic ADAS calibrations, and why confusing the two leads to costly mistakes.
  • Why programming, configuration, initialization, and calibration are separate procedures with different purposes.
  • How fear of losing a sale often outweighs concerns about vehicle safety and liability.
  • The real-world consequences of skipping OEM-required calibration procedures.
  • How a properly calibrated vehicle helped protect Keith’s wife and children during a serious highway rollover crash.
  • How elevating the role of the Calibration Specialist reinforces professionalism and builds customer confidence.

ADAS calibrations are not optional add-ons or revenue generators; they are critical safety procedures designed by vehicle manufacturers to ensure advanced safety systems perform as intended. Professional repair shops protect their customers by following OEM repair information, completing every required calibration, and returning every vehicle to the road safe and ready to perform.

Why ADAS Calibrations Are Being Ignored in Auto Repair Shops [THA 484]: https://remarkableresults.biz/remarkable-results-radio-podcast/a484/

Keith Perkins, Previous episode HERE. L1 Automotive, https://www.l1diagnostics.com/, L1 Automotive Training: https://l1training.com/

Matt Fanslow, Riverside Automotive, Red Wing, MN, Diagnosing the Aftermarket A to Z Podcast: https://mattfanslow.captivate.fm/

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/
Thanks to our Partner, KUKUI
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/
Thanks to our Partner, Pit Crew Loyalty
You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/
Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

]]> Curing Organizational Drag: The Courage to Fire a Non-Fit Employee [RR 1100] https://remarkableresults.biz/remarkable-results-radio-podcast/e1100/ Tue, 14 Jul 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1099/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

Building a successful auto repair business isn’t just about hiring great people; it’s about creating a culture where the right people can thrive.

In this episode of Episodic Education, Carm Capriotto welcomes Matt Lachowitzer, founder of Matt’s Automotive Center, to discuss the leadership principles that helped grow his company to 11 locations. Matt shares why protecting culture sometimes means making difficult personnel decisions, how investing in employee development fuels long-term success, and why great leaders always begin by looking in the mirror.

What You’ll Learn

  • Why one employee who doesn’t fit your culture can create organizational drag.
  • When letting go of a top performer is the best decision for your team.
  • How leaders should evaluate their own role before blaming an employee’s performance.
  • How 29-day customer follow-up calls build trust and long-term loyalty.
  • How company-wide training events reinforce culture and accelerate growth.
  • The leadership mindset required to build a business that succeeds without depending on one person.

Strong businesses are built by protecting culture, developing people, and leading with both accountability and compassion. Matt’s leadership philosophy demonstrates that long-term success comes from investing in your team, making values-based decisions, and creating an organization where everyone has the opportunity to grow.

Matt Lachowitzer, Matt’s Automotive Service Center, Fargo-Moorhead, North Dakota and Minnesota. Listen to Matt’s previous episodes HERE

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://remarkableresultsradiopodcast.captivate.fm/napaautocare  

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:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> Maximizing Profit Through Effective Labor Rate Strategy [THA 493] https://remarkableresults.biz/remarkable-results-radio-podcast/a493/ Fri, 10 Jul 2026 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a492/

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

Your posted labor rate may not be the labor rate you’re actually collecting, and that gap could be costing your shop thousands of dollars every month.

In this episode, Carm Capriotto is joined by Andy Adams, a shop owner and business coach, and Rob Sperring, a service manager, to explain why the Effective Labor Rate (ELR) is one of the most overlooked yet impactful performance metrics in the auto repair industry. They break down why ELR falls short, how it affects profitability, and the practical steps every shop owner can take to close the gap.

What You’ll Learn

  • What Effective Labor Rate (ELR) is and why it matters more than your posted door rate.
  • Why healthy shops should collect at least 90 percent of their posted labor rate.
  • How unbilled diagnostic time, underpriced canned jobs, and complimentary inspections reduce profitability.
  • Why excessive discounting, even with good intentions, can quietly erode your bottom line.
  • Why improving ELR creates opportunities to increase technician compensation and strengthen your business.
  • How auditing repair orders can uncover missed labor opportunities and unnecessary discounts.
  • Why updating your labor matrix and canned jobs can immediately improve financial performance.
  • How sharing KPI’s (key performance indicators) with your team builds ownership and accountability throughout the shop.

Effective Labor Rate is more than a financial matrix; it’s a direct measure of how well your shop captures the value of the work it performs. By understanding where labor revenue is being lost and making intentional operational improvements, shop owners can increase profitability, invest in their teams, and build a stronger, more sustainable business.

Rob Sperring, Grand Rapids Motorcar, Grand Rapids, MI

Andy Adams, Adams Garage, Terre Haute, IN. Coach at Repair Shop of Tomorrow

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/
Thanks to our Partner, KUKUI
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/
Thanks to our Partner, Pit Crew Loyalty
You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/
Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

]]> Selling to the Curb: How AI Turned More Calls into Customers [RR 1099] https://remarkableresults.biz/remarkable-results-radio-podcast/e1099/ Tue, 07 Jul 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1098/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

What does it take to build one of the fastest-growing auto repair businesses while leveraging artificial intelligence to improve performance at every level?

In this episode, Carm Capriotto welcomes Jesse Jackson, Founder and CEO of Mango Automotive, to discuss how she scaled from zero to eight locations in less than five years. Jesse shares the leadership lessons learned through rapid growth, how custom AI tools are helping improve customer experience and operational consistency, and why she believes it’s time to rethink how independent shop owners plan their exit from the industry.

What You’ll Learn

  • How Mango Automotive expanded from a startup to eight locations through strategic acquisitions.
  • The leadership challenges that come with rapid growth and why building a corporate support team became essential.
  • The three cultural principles that drive employee engagement: never yell, bonus well, and have fun.
  • How AI is being used to measure standard operating procedures and improve accountability.
  • Why analyzing phone conversations with AI helps advisors convert more callers into customers.
  • How providing realistic price ranges over the phone can improve appointment conversion rates.
  • How AI-driven follow-up processes dramatically increased maintenance rebooking rates.
  • Practical ways any shop owner can use tools like ChatGPT or Claude to evaluate service advisor performance without spending hours reviewing phone calls.
  • Why thousands of shop owners approaching retirement may be leaving significant business value on the table.
  • How Jesse’s cooperative exit model could help independent shop owners achieve substantially higher business valuations than traditional private equity acquisitions.

Artificial intelligence isn’t replacing great leadership; it’s making great operators even better. Combined with a strong culture, measurable processes, and innovative thinking about business ownership, AI can help repair shops improve customer experience, scale more effectively, and create greater long-term value for both.

Jesse Jackson, CEO, Mango Automotive, 8 locations

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:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> How to Sell Your Auto Repair Shop for Maximum Value [THA 491] https://remarkableresults.biz/remarkable-results-radio-podcast/a491/ Fri, 26 Jun 2026 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a490/

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

The auto repair industry is facing a “Silver Tsunami” as thousands of shop owners approach retirement age. The challenge isn’t simply selling a business; it’s maximizing its value and creating a successful transition that benefits employees, customers, and future owners.

In this episode, host Carm Capriotto welcomes shop owner and business coach Aaron Woods and Ryan Bushman, a recent shop owner seller, for a candid discussion on exit planning, business valuation, financial preparation, and the leadership mindset required to build a shop that can thrive without its founder.

What You’ll Learn

  • Why every shop owner needs an exit strategy, even if retirement feels years away.
  • How to transition from being the daily “hero” of the business to becoming a strategic guide.
  • The key factors that influence shop valuation and why buyer risk impacts sale price.
  • How creating a turnkey operation can significantly increase a business’s market value.
  • The importance of clean financial statements and separating personal expenses from business expenses.
  • What “add-backs” are and how they can reveal the true profitability of your shop.
  • Why investments in team development and training may strengthen valuation discussions.
  • How defining your retirement goals helps determine the financial target your business must achieve.
  • The value of coaches, peer groups, and industry-specific advisors during exit planning.
  • Why finding an automotive-savvy accountant should be a priority for owners considering a future sale.

The best business exits don’t happen by accident. Owners who begin preparing years in advance can reduce buyer risk, increase profitability, strengthen leadership teams, and ultimately maximize their company’s value. Whether retirement is five years away or fifteen, the time to start building a business that operates independently of you is now. A successful exit begins with intentional planning, disciplined financial management, and a clear vision for life after ownership.

Ryan Bushman, Business Coach, Institute for Automotive Business Excellence

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

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/
Thanks to our Partner, KUKUI
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/
Thanks to our Partner, Pit Crew Loyalty
You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/
Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

]]> From Data to Loyalty: How AI and Hospitality Are Redefining Shop Growth [THA 488] https://remarkableresults.biz/remarkable-results-radio-podcast/a488/ Fri, 05 Jun 2026 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a487/

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

What happens when artificial intelligence meets world-class customer hospitality?

In this episode of Remarkable Results Radio, host Carm Capriotto welcomes Mike DelaCruz, CEO of Overdryve Marketing, and Michelle Tansey, co-founder of Euro Clinic, for a forward-thinking discussion on how auto repair shops can use AI, data, and intentional customer experiences to build stronger businesses.

From using AI as a strategic business assistant to creating a luxury-level customer journey that rivals brands like Ritz-Carlton and Nordstrom, Mike and Michelle share practical insights on what separates average shops from elite operations. They explain how predictive marketing, operational excellence, and deeply embedded core values can transform customer retention and long-term profitability.

What You’ll Learn

  • How AI can serve as your shop’s “big brain” to improve decision-making and uncover blind spots.
  • How predictive marketing can forecast car count, identify customer churn, and improve campaign performance.
  • The concept of the “NASA Shop” and what elite automotive operations do differently.
  • How Euro Clinic creates unforgettable customer experiences through personalized hospitality.
  • The importance of building systems and processes around your shop’s core values.
  • Why strong operations must come before marketing success.
  • How small communication changes can dramatically improve customer trust and confidence.
  • The role data plays in making better business decisions and reducing emotional guesswork.

The future belongs to shops that combine technology with humanity. AI can provide unprecedented insight into customer behavior and business performance, but lasting success still comes from exceptional service, consistent operations, and a culture built around caring for people. The shops that embrace both innovation and hospitality will be the ones that stand out, retain customers, and thrive in the years ahead.

Mike DelaCruz, CEO Overdryve Marketing

Michelle Tansey, Euro Clinic, Santa Clara, CA.
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/
Thanks to our Partner, KUKUI
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/
Thanks to our Partner, Pit Crew Loyalty
You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/
Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

]]> From Guesswork to Process: Modern Diagnostic Strategies for Auto Repair Shops [RR 1093] https://remarkableresults.biz/remarkable-results-radio-podcast/e1093/ Tue, 26 May 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1092/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

Recorded live at the 2026 TST Big Event, Carm Capriotto sits down with automotive trainer Ken Zanders to discuss the importance of ongoing technical education, building efficient diagnostic processes, and adapting to rapidly evolving vehicle technology. Ken explains why too many shops still rely on a chaotic “grocery list” approach to repairs and how a structured diagnostic strategy can dramatically improve technician efficiency, profitability, and customer trust.

What You’ll Learn

  • Why inefficient diagnostic habits directly reduce technician productivity, shop profitability, and overall earning potential.
  • The importance of following a structured diagnostic workflow instead of guessing and replacing parts.
  • How electronic relative compression testing with a lab scope and amperage probe can reduce diagnostic time from hours to minutes.
  • How modern vehicle technologies like GM’s Vehicle Intelligence Platform (VIP) and Over-The-Air (OTA) updates are changing diagnostics and repair procedures.
  • Why continuous education is no longer optional for automotive professionals working on today’s advanced vehicle systems.

The biggest takeaway from this episode is that repair shops cannot afford to operate in constant chaos and guesswork. A reactive “grocery list” approach to diagnostics leads to wasted time, unnecessary parts replacement, lower profits, and poor customer outcomes. To succeed in today’s increasingly complex automotive industry, shop owners must create a year-round training strategy that helps technicians diagnose efficiently, think critically, and continuously improve their skills. Structured processes, modern testing methods, and ongoing education are no longer advantages; they are necessities for survival and growth.

TST Big Event: https://tstseminars.org/

Ken Zanders, Dorman Training

Don’t Base Your Success On Probability – Ken Zanders [RR 822]: https://remarkableresults.biz/remarkable-results-radio-podcast/e822/

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:

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

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The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

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

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

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

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

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

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> Failing at Retirement: Building Eight Shops in Eight Years [THA 486] https://remarkableresults.biz/remarkable-results-radio-podcast/a486/ Fri, 22 May 2026 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a485/

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

Carm Capriotto talks with Matt Curry and Judy Curry of Craftsman’s Auto Care about building one of the automotive industry’s most respected multi-shop operations twice.

After growing Curry’s Auto Service to 10 locations and retiring in 2013, the Currys returned to the industry with a new vision, launching eight Craftsman’s Auto Care locations in eight years. Matt shares his role as the visionary leader driving momentum and ideas, while Judy explains how operational discipline, marketing, and customer experience keep the business grounded and scalable.

The conversation explores their “5 Ps” philosophy: People, Policies, Processes, Procedures, and Profits, along with their commitment to employee development, strong culture, customer transparency, and community involvement. The Currys also discuss how Digital Vehicle Inspections and an intentional customer experience helped them earn nearly 10,000 five-star Google reviews.

What You’ll Learn

  • How Matt and Judy Curry scaled multiple successful shop operations
  • Why leadership balance and “staying in your lane” matters
  • The “5 Ps” framework for building a strong shop culture
  • How employee investment drives long-term success
  • Why transparency and DVIs build customer trust
  • How culture and customer experience fuel growth and retention

Sustainable growth in automotive repair comes from more than technical expertise. It requires intentional leadership, strong systems, a healthy culture, and a commitment to both employees and customers.

Matt and Judy Curry, Craftsman Auto Care, 8 locations, Virginia
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/
Thanks to our Partner, KUKUI
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/
Thanks to our Partner, Pit Crew Loyalty
You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/
Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

]]> The AI-Driven Auto Repair Leader: Using Technology as Your Strategic Thought Partner [RR 1092] https://remarkableresults.biz/remarkable-results-radio-podcast/e1092/ Tue, 19 May 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1091/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

In this forward-looking conversation, Carm Capriotto and Chris Cloutier, CEO of AutoFlow and owner of three Golden Rule Auto Care locations, explore how artificial intelligence is rapidly transforming the automotive repair industry; not as a replacement for people, but as a powerful tool that helps shop owners lead smarter, communicate better, and operate more professionally.

Chris shares firsthand experiences using AI inside both his software company and his repair shops, revealing how the technology can dramatically reduce time spent on leadership and administrative tasks while improving workflow efficiency and customer communication. From refining technician notes to helping build business plans and expansion strategies, AI is becoming what Chris describes as a ‘thought partner’ for today’s shop owner.

What You’ll Learn:

  • Why AI should be viewed as a strategic business partner, not a threat to the automotive repair profession
  • How effective prompting and providing context can dramatically improve AI-generated results
  • Ways AI can streamline major business tasks such as SBA loan preparation, SWOT analyses, and growth planning
  • How AI-powered technician note rewrites improve customer communication and strengthen professionalism
  • Why clear, polished communication acts as a “curtain of professionalism” that builds customer trust
  • How AI can help bridge language barriers by translating repair orders and inspection results
  • The risks and humor of “AI versus AI” hiring practices, where both employers and applicants rely heavily on artificial intelligence
  • Why Chris believes today is the least expensive AI will ever be, and why shop owners should begin learning it now

The biggest takeaway from this episode is simple: AI will not replace highly skilled automotive professionals, but it will absolutely enhance the shops that learn how to use it effectively. From improving efficiency and communication to elevating the image of professionalism, AI offers tremendous advantages for modern repair businesses. However, Carm and Chris emphasize one critical principle throughout the conversation: trust, but verify. Just like quality control in the service bays, AI-generated information should always be reviewed carefully before being shared with customers or used to make important business decisions.

Chris Cloutier, Golden Rule Auto Care, and CEO of Autoflow. Listen to Chris’ other episodes HERE

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:

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

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

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

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

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

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

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

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

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

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

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> Detective Mind Mapping: A Forensic Approach to Automotive Diagnostics [RR 1089] https://remarkableresults.biz/remarkable-results-radio-podcast/e1089/ Tue, 28 Apr 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1087/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

Recorded live at the TST Big Event 2026, host Carm Capriotto sits down with Andrew Fischer, shop manager at Cergizan’s Auto and Truck Repair in Northwest Indiana, and an industry trainer. Andrew shares his disciplined, process-driven approach to diagnostics, his passion for technician development, and why shop culture plays a defining role in long-term success. From daily habits to big-picture philosophy, this conversation is a roadmap for building more confident, capable technicians.

What You’ll Learn:

  • Why committing to at least 40 hours of continuous education each year can dramatically reduce comebacks and improve shop performance
  • How to build learning into daily routines: whether through short practice sessions, webinars, or online training resources
  • The power of Standard Operating Procedures (SOPs) and why “going rogue” in diagnostics leads to inefficiency
  • How Andrew’s “detective mind mapping” technique helps technicians visually organize problems and accelerate accurate diagnoses
  • Why revisiting foundational knowledge is critical and how ego often prevents technicians from mastering the basics
  • How embracing failure strengthens diagnostic ability and builds real-world expertise
  • The importance of capturing and studying “known good” vehicle data to improve accuracy on future repairs

Great diagnostics is about discipline, process, and constant learning. Shops that invest in their people, reinforce foundational skills, and create a culture where failure fuels growth will not only solve problems faster but build stronger, more resilient teams.

TST Big Event: https://tstseminars.org/

Andrew Fischer, Cergizan’s Auto and Truck Repair, Burns Harbor, IN.

Fischer Automotive Consulting and Training Services: factsautomotive@gmail.com

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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

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

Connect with the Podcast:

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> The 250K Mile Maintenance Mindset: Mastering the Art of Vehicle Delivery [THA 475] https://remarkableresults.biz/remarkable-results-radio-podcast/a475/ Fri, 06 Mar 2026 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a473/

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

This episode explores the critical “delivery” phase of a 250,000 mile maintenance program, reframing the moment you hand the keys back as the continuation of a long-term professional relationship, not the end of a transaction. Host Carm Capriotto, joined by Brett Beachler and Rena Rennebohm, shares practical strategies to strengthen customer communication, elevate the shop experience, and proactively guide clients toward vehicle longevity. By focusing on the vehicle’s full lifecycle and scheduling the next visit before the customer leaves, shops can move beyond transactions to build loyalty, retention, and long-term profitability.

What You’ll Learn:

  • How advisor pods create a more comfortable, trust-building customer experience

  • Why pre-appointment calls improve approvals and reduce estimate resistance

  • How strong phone skills shape customer perception and confidence

  • Why personal communication increases trust and average repair orders

  • How to educate customers so they understand the value of maintenance

  • How scheduling the next visit at delivery improves retention

  • Why mileage-based follow-up systems drive better long-term results

  • How consistent, shop-wide processes strengthen culture and customer loyalty

  • Download Brett’s Why Paper HERE

Brett Beachler, Beachler’s Vehicle Care & Repair, Peoria, IL. Listen to Brett’s previous episodes HERE

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

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/

Thanks to our Partner, KUKUI

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

Thanks to our Partner, Pit Crew Loyalty

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.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 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

 

 

]]> The Digital Front Door For Auto Repair: SEO, Google, and Website Marketing [THA 471] https://remarkableresults.biz/remarkable-results-radio-podcast/a471/ Fri, 06 Feb 2026 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a469/

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

Megan Dineff of Ervine’s Auto Repair and Grand Rapids Hybrid and EV joins marketing specialist Dan Vance of Shop Dog Marketing to explore the evolving relationship between websites and the future of search.

They explore why a website remains the digital “front door” of a business, where customers decide whether to call. From using real photos to build credibility, to protecting leads through better phone protocols, to preparing for AI-driven search, this episode delivers practical insights for modern shop owners.

Key takeaways:

Building Trust Through Authenticity: Megan explains why the shop’s website avoids stock photos and instead highlights their real team. Showing familiar faces builds instant comfort and credibility. A great website should “ooze trust” and reflect the shop’s personality, so prospects feel like they’ve found their “forever home.”

The 70% Rule: Studies show that nearly 70% of callers have already decided to do business before picking up the phone. The group discusses how poor phone handling can “put water on the candles.”

AI and the Return of Content: Dan explains why content matters more than ever in the age of AI. Search models now “race to your website” to gather information. Shops must create clear, helpful content, not just for people, but for the algorithms that determine future visibility.

The Power of Partnership: Megan shares a cautionary story about accidentally shutting down the shop’s Google Business Profile and the importance of having a trusted expert to resolve “black box” marketing issues. The group agrees: owners should focus on culture and leadership while relying on skilled partners to navigate the digital landscape.

Timestamps

00:00:00 – Introduction
00:04:00 – The “No Strangers” Policy Megan Dineff explains her strict rule against using stock photos on her website.
00:06:30 – Skinny Ties & The Corner Piece Dan Vance compares marketing trends to fashion fads (like skinny ties), arguing that while trends change, the website remains the “solid corner piece” and the central data source for the business.
00:10:00 – The Owner/Marketer Relationship Discussion on the division of labor.
00:19:00 – The 70% Rule The group discusses the statistic that 70% of callers have already decided to use the shop before they ring.
00:28:00 – Cautionary Tale: Deleting Google Megan shares a story about accidentally shutting down her Google Business Profile by changing the name, emphasizing the importance of having an expert partner to fix “black box” issues.
00:31:00 – AI and Writing for Robots Dan argues that content is returning as king because of AI. Even if humans don’t read long website text, AI models do. Shops must now “write for robots” to ensure AI platforms recommend them.

When Customers Ask AI First: What Shop Owners Need to Know [RR 1071]: https://remarkableresults.biz/remarkable-results-radio-podcast/e1071/ 

Megan Dineff, Ervine’s Auto Repair and Grand Rapids Hybrid and EV, Grand Rapids, MI

Dan Vance, Shop Dog Marketing.com

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/

Thanks to our Partner, KUKUI

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

Thanks to our Partner, Pit Crew Loyalty

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.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 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

 

 

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