Make Price Irrelevant [THA 228]
Make Price Irrelevant [THA 228]
Everyone strives to implement good customer service. But what about creating an exceptional customer experience?
Being friendly and helpful to customers while repairing their vehicles correctly is plain old expected. In a restaurant or hotel or anyplace for that matter, what is going to push you to remember the experience? Have you asked your customers if you are meeting their expectations? In this episode find out how to elevate your business and culture.
Listen and view episode notesBuilding Customer Trust [THA 225]
Building Customer Trust [THA 225]
We all know building customer trust takes time and doesn’t happen overnight. So when does it happen? It starts with every single touchpoint you make with your customer.
From marketing to the way your storefront looks, and that first phone call, every interaction inches you further in developing trust. Find out how to polish your business in this must-listen episode.
Listen and view episode notesImprove Your Capabilities and Processes – Get LEAN [CC 090]
Improve Your Capabilities and Processes – Get LEAN [CC 090]
I recommend you watch the video so you can see the incredible organizational strategies Craig Caudill has implemented at Fine Tuned Auto in Erie CO. Use it as a template for your shop. Head to the CarmCast Page or remarkableresults.biz/cc090 to watch the video and find the key talking points for this episode.
Listen and view episode notesMSO: 18 Team Members Tested Positive for Covid. How We Survived [RR 609]
MSO: 18 Team Members Tested Positive for Covid. How We Survived [RR 609]
What can we learn from this unprecedented year? A lot!
Our story today is of a hard hit multi-store operation (MSO) and how it survived 18 team members who contracted Covid-19. The preparation years before Covid-19 was to become a pandemic is the anchor in this story. It is proof of concept. Build a strong culture, put your people first, love your customers, engage all the latest technology and systems, and have strong processes and procedures. With all that in place, you can navigate just about anything.
Dwayne Myers from Dynamic Automotive from Frederick, MD, and his partners, Jose Buesso and Lee Foreman put their company in the position to fight through their Covid-19 barrage and come out the other side in decent shape. Surviving the ordeal was gut-wrenching and thought reflecting. Yet they did. This is homework for you to Listen to Learn Just One Thing!
You can find Dwayne Myers’s other episodes, and the key talking points, they reside at remarkablersults.biz/e609
Listen and view episode notesProof of Concept [THA 206]
THA 206 Proof of Concept
The pandemic was the test of preparedness, fortitude, leadership, nerves, among others. Our topic “Proof of Concept” is the story behind the strong getting stronger.
The leaders who listened and implemented the strategies being served up by the industry pundits especially coaches over the last 3 to 4 years found themselves in a good place. You’ve heard them enforce on the podcast, … essential tactics like strong business culture, a commitment to training your team, firing non-productive or toxic employees, DVI, Cloud-based software, text to pay and the list goes on like strong leadership. Smart Marketing. Managing KPIs, Good financial statements, building processes, and systems, Etc, etc. In essence, the strong found their pandemic recovery easier than others. That is what we are talking about today: ‘Proof of Concept’
Joining me is Chris Cotton, AJ Nealey, and Michael Gallini. They all agree that they are in a better spot because they implemented and worked the strategies and tactics that the industry is known to create success and sustainable profits. Glad you are here, Let’s Talk About It.
The key talking points from this episode are already done for you on the show notes page at remarkableresults.biz/a206.
Listen and view episode notesRequirement for Growing a Branch Store [THA 205]
THA 205 Requirements for Adding a Branch Store
Welcome to the 205th episode of the Town Hall Academy. New Year, New Challenges. Many in the industry are contemplating growth and many are thinking of selling or succession. Keep close to the insights and wisdom from your aftermarket peers, right here, who share their growth story with you.
I’m with Greg Bunch, Austin Miller, and John Manelas. Greg is the owner of Aspen Auto Clinic, Colorado. Austin Miller opened Tire Star in2011, and John owns Auto Care Plus and Euro Care Plus. Together this team has 15 branches and growing.
How many shops are enough? Is there a sweet spot? What qualities must a shop owner possess in order to successfully add a shop? What are the challenges? No doubt this group tells their tale of their initial branch store and the huge learning curve that happened with it and subsequent stores.
The key talking points from this episode are already done for you on the show notes page at remarkableresults.biz/a205.
Listen and view episode notesCreating the Right Environment for Shop Efficiency [THA 201]
Creating The Right Environment for Shop Efficiency [THA 201]
There are a lot of variables when we talk about shop efficiency. There is culture, environment, leadership, and more. There is no single formula that can solve shop efficiency. But if there are the right guidelines, our panel today, certainly has the answers. A big fat thank you to Chris Monroe, Joe Marconi, and Kevin Vaught for sharing their expertise with you. So many small things done right makes for improved efficiency.
Chris Monroe is a coach who owns Monroe Tire & Service at Shelby, NC., Joe Marconi is a coach who also owns Osceola Garage at Baldwin Place, NY., and Kevin Vaught is a former multi-shop owner and is an Elite Worldwide Business Development Coach.
The key talking points from this episode are already done for you on the show notes page at remarkableresults.biz/a201.
Listen and view episode notesFour Corner – Four Wall Shop Inspection [THA 198]
Four Corner – Four Wall Facility Audit [THA 198]
Welcome to an episode that brings to you the power and value of peer inspections of your facility and property. This discussion applies to the Four Corners and Four Walls of your shop. Does your customer see the organization and cleanliness of your shop? How about the environment that your people work in. Is it up to your standards?
I’m with Seth Thorson, Owner of EuroTech Auto Service and LMV Bavarian BMW Support; and Daniel Gravely, District Manager, EuroTech Auto Service. And keep in mind this is a peer review – some special power in that.
The key talking points from this episode, they are already done for you. Go to the show page at remarkableresults.biz/a198.
Listen and view episode notesDoug Grills – 20 Questions in 30 Minutes [RR 589]
Doug Grills – 20 Questions in 30 Minutes [RR 589]
Welcome to another episode of 20 Questions in 30 Minutes. I’m with Doug Grills of AutoStream Car Care Center. Doug along with his partner Rick Levitan has been around the auto service business for over 25 years and has built their reputation by offering best-in-class service to their customers. Now he joins and answers his hand-picked questions on our format I call 20 Questions in 30 Minutes.
This episode highlights Doug’s early musical career and allowed us to understand how he uses his analytical skills to make decisions. He believes in process and that a strong culture is what people really buy into.
Find the key talking points, Doug Grills’ bio, and links to his previous episodes at remarkableresults.biz/e589
Listen and view episode notesImproving Work Flow [THA 192]
Improving Workflow – THA 192
We are talking about Improving Workflow in the Shop. The panel gave their best in sharing disciplines and processes that work for them. If you are a student of process improvement you’ll appreciate the discussion and if you are not you’ll realize you must start.
The panel includes Mike Davidson, Parkway Automotive, Little Rock, Arkansas, and Industry Essentials with a DOL Approved Apprenticeship Plan, Corey Evaldi, Olmsted Auto Care, Olmstead, OH, Andrew Minkler, Bavarian Motor Repairs, Capital Heights, MD and Steve Wootton, Technical Adviser, Ultimate Auto, Truck and Equipment in Cromwell, CT.
The detailed key talking points can be found at remarkableresults.biz/a192. Remember you can use the talking points to help create your own next steps or meeting agenda.
Mike Davidson shares the most important question that he asks every one of his team members.
Listen and view episode notesProcedures and Systems Part 2 with Brian Gillis [RR 573]
Procedures and Systems Part 2 with Brian Gillis [RR 573]
Welcome to the second part of processes and systems with Brian Gillis. Brian is the Chief You Net-Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training.
A big part of building your Standard Operating Procedures is to start. Brian shares his formula and discipline for not only starting but for continual improvement.
Get Brian’s bio and talking points and his previous episodes at remarkableresults.biz/e573 .
Listen and view episode notesRyan Clo – 20 Questions in 30 Minutes [RR 561]
Ryan Clo – 20 Questions in 30 Minutes [RR 561]
Welcome to this inaugural new format you’ll hear from shop owner and coach Ryan Clo from Dubwerx and Avid Autowerx in Cincinnati. Ryan answers 20 questions within about 30 minutes. This is up close and personal and I believe brings value to you as you continue to navigate and grow your business to boundless success.
Ryan Clo shares one new skill he would like to have, new technology he recently added, his dream car, and one of his biggest mistakes and a whole lot more.
Find the key talking points, Ryan Clo’s bio and links to his previous episodes at remarkableresults.biz/e561
Listen and view episode notesTire Pro Wants Your Customer Experience to Be Your Differentiator [RR 548]
Alan Beech knows what it takes to succeed in today’s marketplace. With more than 30 years of experience in the business world, he has worked his way to the top of the automotive service industry in Canada. Alan’s professional career has spanned within both the corporate and entrepreneurial spaces. Today Alan has a number of…
Listen and view episode notesBusiness Processes and Better Staffing with Brian Gillis [RR 547]
Brian is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training. More about Brian Gillis… 25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores Hired and Trained over 2000 staff members Budgeting and Profits Brian’s…
Listen and view episode notesExceeding Customer Expectations With Better Systems and Processes – Jeremy O’Neal and Chris Collins [RR 539]
Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy…
Listen and view episode notesBright Light Shines from this Business Coaches Round-Table [RR 531]
Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the…
Listen and view episode notesFinal Inspection – Quality Controls & Covid-19 [Bonus 07]
THA 164 Final Inspection – Quality Controls
We are tackling Quality Controls and the Final Inspection. This episode aired live during the Covid-19 Pandemic and will become an important listen not only for the power of a good Quality Control process but how the Coronavirus weaved into this conversation.
In this episode, I’m joined by Chris Cloutier, Golden Rule Auto Care and CEO of Autotext.me and Tom Ham, Auto Centric, Grand Rapids, MI and Automotive Management Network and
Frank Scandura, Frank’s European, Las Vegas.
This team does have strong Final Inspection QC – Quality Control practices. They share why they do it, what they’ve learned, that we are human and make mistakes which is the strongest reason for a good Final QC process and we also spice this conversation with their practices in light of the Covid-19 pandemic.
There is no need to take notes. If you want them go to remarkableresults.biz/a164 /// on my website! On the show notes page find my guests bio’s and links to their previous episodes. Also the lists Chris Cloutier offered are also linked there.
Listen and view episode notesAftermarket Acumen Part 5 – Succession [RR 512]
Donny Seyfer the executive officer of NASTF (National Automotive Service Task Force) and Partner in Seyfer Automotive in Wheatridge, CO. Listen to Donny’s previous episodes HERE. Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Adviser and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently…
Listen and view episode notesBrian Sump – Never Let Your Foot Off The Pedal [FTR 081]
FTR 081 Brian Sump – Never Let Your Foot Off The Pedal Multi-shop operator Brian Sump from Avalon Motorsports and Ubran AutoCare brings a whole lot of passion to this episode as he shares some self-reflection on a rocky time he experienced and what he learned. He says that you’ve got to review what works…
Listen and view episode notesAccepting Text Message Payments Will Transform Your Shop – Steve Ciabattoni [RR 495]
Steve Ciabattoni is the co-founder and CEO of 360 Payments, a payment technology company located in the heart of Silicon Valley. Raised in Philadelphia, Steve is the son of a small business owner who had to work two jobs just to put food on the table. Living the struggles of small business ownership firsthand gave Steve…
Listen and view episode notesMatt Fanslow – Kobayashi Maru – Lessons From Star Trek [FTR 77]
Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also…
Listen and view episode notesRR 489: Louis Altazan – Total Quality Management Comes From Great Processes-Systems
RR 489: Louis Altazan – Total Quality Management Comes From Great Processes-Systems
Louis Altazan, President of AGCO Automotive Repair Service – Baton Rouge, LA. Louis has also studied under Dr. W. Edwards Demming the father of Quality Management. He has a lot of expertise and experience to show us regarding the processes that we need to run a successful quality shop.
This episode shows you the importance of a quality system in place. It is also useful to use Demming’s quality revolution as pointed out by Louis who served as a student of Dr. W. Edwards Demming, a renowned father of Quality Management. Louis also shares with us the 14 principles of Total Quality Management.
Listen and view episode notesTHA 147: Overcoming Debt
THA 147 Overcoming Debt
A big problem for many service professionals is learning how to manage cash flow. The cash in the bank isn’t there for spending. It is generated by sales and the gross margin dollars that are earned on those sales is used to pay expenses. The remainder is profit. If cash is spent before allocations then it is very difficult to pay obligations. In many instances, loans are taken to pay bills and overspending stresses the business and the owner.
The panel for this Town Hall Academy includes Kim Walker from Shop Marketing Pros and former shop owner, AJ Nealey from Nealey Auto Service, Edgewater, MD and Tom Lambert owner of Shadetree Automotive. They each have a story on how to manage or eradicate debt, grow sales and scrutinize expenses. Knowing your financial states including Profit or Loss Statement and most importantly your Balance Sheet will help. Knowing what your metrics or tolerances of spending and cash management will lessen your dependence on borrowing and putting your company in harm’s way.
Listen and view episode notesRR 476: Chris Cloutier and Scott Brown – Productivity Hacks
Chris Cloutier and Scott Brown – What does it take to become more Productive and Efficient?
There are a lot of ways to become productive and efficient. There are a lot of strategies and systems that can be followed by just hearing this episode. Follow the process, improve communication, leverage to software technologies, learn to improve diagnostic methods and a whole lot more!
The experts: Chris Cloutier and Scott Brown. Chris is the co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies. And Scott is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc. Together they are the productivity and efficiency duo that bring results.
Listen and view episode notesTHA 136: Branch Growth Strategy
THA 136 Branch Growth Strategy
Here are two voices that have grown branch stores and they tell a story you need to hear. Find out if they were successful right out of the gate. What they learned as they continued to grow. The importance of people, processes, finances and how to they like to grow. Is it a brownfield, scratch startup or through acquisition.
Listen to Austin Miller from Tire Star with 3 stores who is only 29 years old and to aftermarket veteran Jeff Moore from Moore Tires with 5 stores. Jeff and Austin will tell you what they believe is the most important thing you need to do well before you decide to grow. They also get into the people factor and the importance and strength of your profitability before you ever decide to grow. Don’t make the same mistakes they did.
Growth in stores is an exciting strategy. It can be rewarding for all the right reasons and it could be the most costly and hardest thing you’ve ever done. My panel shares their reality for growth. Between them, they have eight stores.
Listen and view episode notes