Reviews Archives - Remarkable Results Radio https://remarkableresults.biz/captivate-tag/reviews/ Auto Repair Business Success Stories Tue, 24 Mar 2026 04:15:16 +0000 en-US hourly 1 https://remarkableresults.biz/wp-content/uploads/2020/05/cropped-site_icon-32x32.jpg Reviews Archives - Remarkable Results Radio https://remarkableresults.biz/captivate-tag/reviews/ 32 32 Is Your Shop the Problem? Hard Truths from the Voice of the Technician Survey Results [RR 1084] https://remarkableresults.biz/remarkable-results-radio-podcast/e1084/ Tue, 24 Mar 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1082/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

Host Carm Capriotto speaks with Jay Goninen, co-founder and president of WrenchWay, about insights from the 2026 Voice of the Technician Survey and what it reveals about the state of the automotive workforce.

Jay encourages shop owners to download the free report to uncover blind spots and start meaningful conversations with their teams. The data show that technicians strongly prefer a four-day, 10-hour workweek with no weekends, along with proper equipment, paid vacation, retirement benefits, and paid training.

While dealership technicians made up a larger share of respondents, independents stood out in workplace culture. 63% of independent technicians would recommend their shop to a friend, compared to 36% at dealerships, though dealerships scored higher in providing paid training. Across both groups, technicians favor an hourly wage plus bonus structure, which many feel better supports diagnosticians than traditional flat-rate systems.

The discussion also highlights a troubling trend: the industry’s Net Promoter Score dropped to -60 in 2026, signaling that many technicians would not recommend the profession to others.

To strengthen the talent pipeline, Jay discusses ASE Connects, a new initiative aimed at connecting shops with high school and technical school automotive programs to support them through mentorship, advisory roles, and community engagement.

Carm also advocates elevating the profession by shifting the language from “mechanic” or “technician” to “specialist,” emphasizing the expertise required to work on today’s vehicles.

Overall, the episode serves as a wake-up call for shop owners to use the survey insights to evaluate their culture, communication, and work environments, and to become employers technicians are proud to recommend.

https://wrenchway.com/resources/2026-voice-of-technician-survey-report/

Jay Goninen, Co-Founder and President, WrenchWay

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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

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

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– 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


 

 

 

 

 

 

 

 

 

 

 

 

]]> 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


 

 

 

 

 

 

 

 

 

 

 

 

]]> 2025 Voice of the Technician Survey: Addressing Industry Pain Points [RR 1058] https://remarkableresults.biz/remarkable-results-radio-podcast/e1058/ Tue, 23 Sep 2025 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1057/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

What does the future of the automotive repair profession look like through the eyes of technicians themselves? Jay Goninan unpacks Wrenchway’s annual Voice of Technician survey with 4,700+ responses, revealing a concerning drop in satisfaction, but also a roadmap for improvement.

Key Insights:

  • Technician Sentiment: 50% wouldn’t recommend their shop, with negativity dominating social media.
  • Career Development: Technicians want visible growth paths, certifications, and new specialized roles like ADAS or EV diagnostics.
  • Compensation: Pay remains the top frustration. Shops need profitability strategies and flexible pay plans (61% prefer hourly/salary with bonus).
  • Culture & Tools: Proper equipment, work-life balance, and intentional team-building are critical to retention.
  • Professionalism: Shifting language from “mechanic” to “specialist/technologist” elevates the industry’s perception.
  • Leadership & Communication: Shop owners must ask “why,” listen to technicians, and implement meaningful change.
  • Download: https://wrenchway.com/resources/2025-voice-of-technician/#download-report

This isn’t just about attracting new talent; it’s about creating workplaces where technicians feel valued, respected, and see a future in the industry.

Jay Goninen, WrenchWay

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:

 


 

 

 

 

 

]]> Process Engineering: Six Sigma for Auto Shop Efficiency and Growth [RR 1057] https://remarkableresults.biz/remarkable-results-radio-podcast/e1057/ Tue, 16 Sep 2025 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1056/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

David Boyd, Six Sigma Black Belt, emphasizes that defined processes and systems are essential for shop efficiency and growth. Every task follows a process, whether recognized or not, and “rapid toggling” (doing the same job differently each day) leads to chaos.

Key Insights:

  • Define Processes: Ask “Why do you do it that way?” to uncover gaps and create consistency.

  • Use DMAIC: Define, Measure, Analyze, Improve, Control, establish “normal” and fix what’s “abnormal.”

  • Apply Lean Thinking: Reduce wasted motion and idle time (e.g., proper tool placement, faster approvals).

  • Link KPIs to Action: Observe workflows directly (“management by walking around”), not just reports.

  • Commit to Continuous Improvement: It’s a loop, not a one-time fix.

  • For MSOs: Scaling requires standardized systems and local accountability.

The payoff: higher efficiency, stronger customer experience, productive technicians, fewer mistakes, and sustainable growth.

David Boyd, https://www.callinbound.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:


 

 

 

 

 

]]> A Phone Call Is Worth a Thousand Emails [RR 1056] https://remarkableresults.biz/remarkable-results-radio-podcast/e1056/ Tue, 09 Sep 2025 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1055/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

In today’s fast paced industry, automation and digital tools like texts, emails, and online bookings make business easier but often leave interactions feeling “people free.” Convenience can come at the cost of real customer relationships, reducing decisions to price alone.

Mike Carrillo, founder of Autoshop Follow-Up, reminds shops that while automation has its place, nothing replaces the power of a phone call. His company helps shops bring back that personal touch, building the know, like, and trust factor every business depends on.

Why phone calls matter:
• Build trust and loyalty by making customers feel valued.
• Prevent lost business by uncovering issues before they turn into bad reviews.
• Gain insights you can’t get from analytics alone.
• Challenge digital norms: 40% of calls get answered, even by younger generations.
• Ensure consistency with dedicated ambassadors who represent your shop’s culture.

Texts are great for generating reviews, but they miss the middle ground where future revenue lies. A thoughtful follow-up call turns transactions back into relationships, because at its core, auto repair is a people business.

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:


 

 

 

 

 

]]> Mastering Active Delivery: The Key to Lasting Customer Relationships [THA 440] https://remarkableresults.biz/remarkable-results-radio-podcast/a440/ Fri, 04 Jul 2025 19:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a439/

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

Show Notes:

  • Watch Full Video Episode
  • Introduction (00:00:00)
  • The Importance of Active Delivery (00:02:31)
  • Setting Relationship Expectations from the Start (00:04:10)
  • Systematizing Customer Interactions (00:07:14)
  • Building Rapport and Mirroring Customers (00:09:18)
  • Consistency Across All Touchpoints (00:12:47)
  • Managing Digital and In-Person Experiences (00:22:34)
  • Using Tools to Support Consistency (00:25:25)
  • Adding Human Touch to Digital Interactions (00:26:58)
  • Explaining Value and Quality Control (00:28:07)
  • Never End on the Dollar Amount (00:32:23)
  • Training New Staff in Active Delivery (00:33:29)
  • Evaluating and Developing Staff (00:35:05)
  • Differentiating Your Shop & Consistent Messaging (00:36:50)
  • Love, Grace, and Emotional Connection (00:37:27)
  • Valuing Your Team and Business (00:41:00)
  • Building Trust and Referrals Over Time (00:43:36)
  • Communication Styles and Personalization (00:44:36)

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:

]]> Revolutionizing Automotive Training with the NAPA Autotech XcceleratoR [THA 436] https://remarkableresults.biz/remarkable-results-radio-podcast/a436/ Fri, 06 Jun 2025 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a435/

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

Matt Crumpton, Director of Program Development, NAPA Auto Care

Robin Cowie, Creative Technologist AI, VR, AR, content Producer/Director. https://skillmaker.ai/

Daryll Caughron, NAPA Autotech Training

Jim Przybylski, NAPA Autotech Training

Show Notes:

  • Watch Full Video Episode
  • https://napaautotechxccelerator.com/
  • Robin Crowley’s Background (00:01:30)
  • Virtual and Augmented Reality Experiences (00:03:53)
  • Partnership Development (00:05:09)
  • Industry Challenges (00:07:00)
  • Accelerated Training Concept (00:08:22)
  • Recruitment and Apprenticeship Programs (00:09:40)
  • Assessment in Training (00:10:13)
  • Importance of Skill Assessments (00:15:37)
  • Immersive Learning Experience (00:16:42)
  • Gamification in Training (00:17:34)
  • Phygital Learning Concept (00:18:38)
  • Certification and Progress Tracking (00:19:43)
  • Technician Skill Refreshers (00:23:00)
  • Feedback from Auto Care Council (00:24:17)
  • Tech Assist Overview (00:25:07)
  • Efficiency and Workflow Improvement (00:27:24)
  • Tech Support Integration (00:28:35)
  • Structured Data Utilization (00:31:01)
  • Dad’s Influence on Learning (00:32:10).
  • Program Launch Details (00:34:27)
  • Target Launch Timeline (00:37:23)
  • Continuous Improvement (00:40:05)
  • Industry Challenges and Opportunities (00:42:27)
  • Integration with Robotics (00:43:58)

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:

]]> 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/

 

 

 

 

 

 

 

 

]]> 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:

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

-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 X (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

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

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

 

 

 

 

 

 

]]> The Art of Onboarding: A Deep Dive Into Employee Training and Development [RR 880] https://remarkableresults.biz/remarkable-results-radio-podcast/e880/ Fri, 01 Sep 2023 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e878/

Murray Voth discusses the importance of teaching and training employees instead of assuming they have common sense or knowledge. He shares personal anecdotes and observations from the automotive industry to highlight the need for employers to nurture a natural curiosity and desire to learn in their employees. He also discusses effective teaching and training methods, the importance of understanding employee strengths and preferences, and the significance of clear expectations and policies during the onboarding process.

Murray Voth, RPM Training. Listen to Murray’s previous episodes HERE

Show Notes

  • Watch Full Video Episode
  • Importance of Onboarding (00:01:13) Discussion on the significance of proper onboarding and the need to teach employees instead of assuming common sense.
  • Difference between Common Sense and Common Knowledge (00:02:21) Explanation of the distinction between common sense and common knowledge, and the need to teach skills that may not be common knowledge.
  • Teaching and Training Employees (00:03:11) Exploration of the practice of hiring “unicorns” (employees who seem to have innate knowledge) versus hiring good people and teaching them the necessary skills.
  • The importance of teaching and training employees (00:09:01) Discussion on the assumption that employees can improve with proper training and knowledge.
  • Assessing and affirming the fit of new employees (00:09:46) Exploring the need for shop owners to teach and assess new employees to ensure they understand the rules and principles.
  • The effectiveness of visual sharing in coaching (00:13:08) The benefits of using screen sharing during coaching sessions to enhance learning and understanding.
  • The Importance of Teaching and Training (00:17:13) Discussion on the significance of teaching and training employees, using personal experiences and examples.
  • The importance of employment contracts and probationary periods (00:26:44) Explains the need for written acknowledgment of probationary periods to avoid legal issues.
  • Onboarding process and company introduction (00:28:25) Discusses the steps involved in onboarding, including company introductions, purpose, and core values.
  • Creating positional agreements and holding employees accountable (00:29:24) Explains the concept of positional agreements and how they help in setting expectations and holding employees accountable.
  • The importance of employee buy-in (00:35:59) Explains how getting employees to buy into policies and procedures leads to better compliance and teamwork.
  • Using peer pressure in a positive way (00:37:35) Discusses using peer pressure to enforce policies and get employees to understand the impact of their actions on their teammates.
  • The need for structure and rules (00:40:56) Highlights the importance of structure, rules, and societal norms in creating a calm and peaceful environment, both in business and personal life.
  • The best way to look after a vehicle and a client (00:43:49) Discussion on the best practices for maintaining a car and meeting client expectations in car service and repair.
  • The importance of understanding gross profit and running a business (00:44:41) Exploration of the significance of understanding gross profit and having a clear business model for running a successful business.
  • Debunking the notion of incentive-based pay and the responsibility of owners (00:45:34) Challenging the idea of incentive-based pay and discussing the responsibility of business owners in employee performance and financial stability.
  • Reading for fun and retention (00:53:47) The benefits of reading for fun and trusting one’s brain to remember key information from books.

 

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:

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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

 

 

 

]]> Differentiate with Video [THA 299] https://remarkableresults.biz/remarkable-results-radio-podcast/a299/ Thu, 27 Oct 2022 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a299

They say a picture is worth a thousand words, but what about video? Video content has taken our world by storm, and if you’re not doing videos for your shop, you are behind. Keep listening to find out how to differentiate yourself from other shops using authentic stories from your customers and employees.

Watch the Episode on YouTube

Patrick Egan, Spark Interactive

Karim Morsli, Winkler Automotive Service, Gaithersburg, MD. Listen to Karim’s previous episodes HERE

Eric Sevim, A Plus Japanese Auto Repair, San Carlos, CA.

Key Talking Points

  • The importance of using video on your careers page and in recruiting efforts to let prospective new hires hear straight from your current team why it’s the best place to work and why they should work there too.
  • Creates familiarity before a customer walks into your shop- creating bonds of trust 
  • Content that is available and working for you 24 hours a day
  • Let your passion show in the video
  • Make a list of your songbird customers to be involved in the video and ask customers that are dropping off (in the morning)
  • Videos are sharable with family and friends and help promote your business 

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

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

 

 

 

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

]]> The Power of Transformational Coaching [THA 242] https://remarkableresults.biz/remarkable-results-radio-podcast/a242/ Thu, 23 Sep 2021 05:15:00 +0000 https://remarkableresults.biz/?post_type=captivate_podcast&p=36880

Patrick McHugh always tinkered with ‘stuff’. His dad bought an ’85 BMW. They learned all about that car together. A friend, Eric, had a lift and was a BMW person who helped Patrick and his dad learn everything about the CAR.

At 15 years old he started working in an airport, doing odd jobs, to earn credits to learn to be a pilot. He soloed at 16 years old. The day before college he got his pilot’s license

Patrick attended Purdue University where he studied aeronautical technology. He kept flying and earned his instrument license and became an instructor. He loves to teach.

As fate would have it, he became a pilot upon college graduation from Trans State Airlines a regional carrier for United. He was based in Richmond Virginia. With normal pilot downtime, he continued to tinker with BMW’s.

He discovered that being a pilot was not for him, so he went into avionics and shade tree work at home. There were too many cars in the driveway, so he had to decide to stop or go into business.

Bimmer Rescue was created in 2008 in Richmond Virginia and generates a big portion of its business through referrals. They earn their business through their professional service and attention given to each customer.

Patrick’s goal is to develop a relationship with BMW, Mini, Audi, and Volkswagen owners that allows them to get the maximum amount of value from their vehicle rather than buying a new one. Listen to Patrick’s previous episodes HERE.

David Askwith, Managing Director, Auto Stream Car Care, MD. David oversees all of the daily sales, operations, personnel and marketing functions.  Responsible for six locations, with 39 bays and annual revenue of 9.4 million dollars.  Responsible for 11 direct reports with a company of 53 employees.

Jon Kloosterman, Director of Operations WestSide Auto Group, Zeeland, MI, 3 Locations. Jon started in the Automotive Industry in 2008 as a General Service Technician for Westside Auto Group. In 2012 he became a full time Service Advisor as Westside Auto Group expanded their original location from 3 to 7 bays. He has been part of Westside Auto Group’s growth process holding Manager positions in multiple locations. In 2020 he became the Director of Operations for what is now a 3 location operation that serves communities in West Michigan. He holds multiple ASE Certifications and has had the opportunity to serve on multiple different panels in West Michigan’s Independent world.

Key Talking Points

  • Transformers Institute- Dan Taylor stood on a table about “Transformational Coaching”  
  • Annual emotional intelligence review- what are your accomplishments? What are your misses? What do you want to do better? Obtain their feedback and learn about the goals they want to achieve. All-encompassing. “Sitting on the same side of the table together.” Employees feel a part of the business processes/procedures. Ownership of their own growth.  Let people write their own story, this will be the easiest path for them and you.  Don’t push a square peg round hole. Leaders encourage feedback.  
  • Practicing active listening: “Unpack” what people say.  Get used to saying, “What did you mean when you wrote XYX” or “Can you please expand on this statement.” Listening doesn’t always mean you sit quiet, you also guide them along the way.  
  • As an owner take notes and start the employee on their goal paths. 
  • Goal posters- dreams and visions. Walk alongside your employees.  
  • Believe it will work before you implement it. Listen to what your coaches and coaching groups are saying. Start with the employee you’re most comfortable with first.  
  • “Write your own story” to grow in the shop
  • A special thanks to Patrick McHugh, David Askwith and Jon Kloosterman for their contribution to the aftermarket.

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Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com

Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few?

Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day.

Broadly helps you automatically request reviews so that your customers can promote your business with just one click.

When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review.

Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop.  Visit www.getbroadly.com/chat to learn more.

]]> How to Have a Four Day Work Week with Eric Henley [RR 627] https://remarkableresults.biz/remarkable-results-radio-podcast/e627/ Tue, 30 Mar 2021 05:15:00 +0000 https://remarkableresults.biz/?post_type=captivate_podcast&p=34779

How to Have a Four Day Work Week with Eric Henley [RR 627]

Eric Henley, owner of H-Teck Auto Care in Gray, TN, is 4th generation of mechanical repair. He received an associate’s degree in Auto Service Technology and spent over 15 years at a Honda dealership. Eric started H-Teck Auto Care in 2006 with just him, his dad and his wife. Going on over 15 years in business he now has a 6 bay shop.

  • 4 generations in the automotive industryGrandfather was a blacksmith and father used to bring home cars to be fixed up. Eric grew up fixing bicycles, lawnmowers and cars. 
  • Received an associates degree in Auto Service Technology
  • Spent 15 years in dealerships- income can go down as skill level goes up (more skilled jobs often wouldn’t pay as much)
  • Hiring new techniciansUses Indeed and Facebook Marketplace but the best results come from word of mouth and referrals from existing employees
  • Current prospect is 21 year old Skills USA graduate 
  • Current tenured technicians – 15 years, 11 years, 3 years
  • Food Friday’sEither grill or go out to eat every Friday- have employee meeting over a meal
  • All employees and Eric discuss any issues, improvements, ideas, areas needed for training, or tools needed. Open dialogue and non-formal
  • Eric gives his employees the opportunity for responsibilities in the business- currently working on updating SOP’s with more DVI usage
  • Shop is open 5 days a week with weekends offEric is in the shop 4 days a week because he trusts his employees- they are good people able to follow the SOP’s in place and make day to day decisions
  • Employees will know if you don’t trust them- creates “neediness” for everything 
  • Gives his employees monthly expenditures they can use for customers in need
  • Spends extra time in the community and with his family
  • He is very involved in his employee’s lives and is flexible with work schedules based on their family schedules
  • What makes a great service advisor?Excellent people skills and communication skills- enjoy talking to people
  • Can think quickly on their feet, a warm personality, patient and good listener
  • Similar to a good waitress/waiter- there when you need them, listen to what you need, then go on to the next table. 
  • Both of Eric’s service advisors are in ongoing training
  • Best service advisor trainers- previous service advisor, or previous technician with good people skills, or having parts experience
  • TrainingRequires minimum 30 hours per year of training 
  • Utilized online training a lot last year during COVID shutdowns
  • RRR 588 with Jim Fleischman and Matt Manzone- Dealership tech now works for an independent

 

  • Thanks to Eric Henley for his contribution to the aftermarket’s premier podcast.
  • Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.
  • Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE
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Buy me a coffee

NAPA Autotech Training helps your technicians keep their skills sharp and their NAPA Know How up to date. It’s the highest quality technical training that covers almost every vehicle system and every make and model. NAPA Autotech is presented by experienced instructors who are ASE master certified technicians. Even after a class is over, techs can access course information online with ClassPass. So when questions come up later they can get the answers. AutoCare Center owners who have taken advantage of Autotech Training say that well-trained technicians are helping to increase their shop’s repair capability and raise bay productivity. That results in fewer comebacks, more satisfied shop customers, and reduced technician turnover.

Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com.

]]> Employee Review Process with Bryan Kelley [RR 625] https://remarkableresults.biz/remarkable-results-radio-podcast/e625/ Tue, 23 Mar 2021 05:15:00 +0000 https://remarkableresults.biz/?post_type=captivate_podcast&p=34671

Bryan Kelley, owner of Valley Automotive Electric, Covington, WA, and Chairman of ASA Northwest. Bryan’s previous episodes HERE.

  • Hiring Practices RR 611  Humble
  • Hungry
  • People Smart
  •  Employee reviewsShould be a win for the business and a win for the internal customer (employees)
  • The corporate review process tends to be about the business covering its backside- a reason to fire an employee with justification, and building an employee database
  • Is your supervisor the person that should be doing employee reviews?- If you’re not around your employee more often than not being around them, then how are you able to do a full review? What is the pulse of the culture inside the business?
  • Owners focus on KPI’s, building the business and building employees- but are you building your employees as a person? Are you making them better people?
  • The more employees know and can do, the more they can do for you. 
  • Review process- you must have trust with all employees and management Schedule one on one informal meeting- listen to your employee and ask questions (Bryan goes to Thai restaurant) and give them a goal sheet- 1 year, 5 years, tomorrow both in work and personally
  • Set peer review during 1 hour Friday lunches together- each employee discusses best and worst 3 things about themselves. 
  • The other employees can only respond by asking for clarification- no prejudging negatives or positives. Also rate themselves 1-3 with “Humble, hungry smart”  
  • Often times the team will rate you higher than you rate yourself
  • When everyone has had their individual turn, everyone can start discussing each other
  • If no one talks, Bryan knows there’s a problem 
  • Peer review matters more to an individual person- attitudes can affect business culture 
  • Thanks to Bryan Kelley for his contribution to the aftermarket’s premier podcast.
  • Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.
  • Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE
  • Find every podcast episode HERE.
  • Every episode is segmented by Series HERE.
  • Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

Gold Certification recognizes top-tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders.

Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visiting www.NAPAAutoCare.com.

]]> The Give to Get Principle: How Relationships & Reciprocity Build Raving Fans [RR 610] https://remarkableresults.biz/remarkable-results-radio-podcast/e610/ Fri, 29 Jan 2021 05:15:00 +0000 https://remarkableresults.biz/?post_type=captivate_podcast&p=33691

It all started when Jennifer Filzen decided to become a singer/songwriter and created her first pop music album, Sirena. Her marketing and sales talents afforded her the opportunity to get her music heard around the world, including India, China, Europe, Australia, and the United States.

Her writing talents launched her into writing SEO content for websites, social media marketing posts, and custom blogs. Today, many auto repair shops around the country choose Rock Star Marketing to put their businesses in the limelight.

Jennifer Filzen Previous Episodes HERE. Rock Start Marketing Website HERE.

Link to the new book on Amazon HERE.

Key Talking Points:

  • “The Giveth to Get Principle: How Relationships & Reciprocity Build Raving Fans. 5th book for Jennifer Filzen. See link to book above.
  • Not only attract ideal customers but surprise and delight them so they are excited to see you and want to tell others about your services
  • Give before you think of receiving
  • Jennifer’s passion- she loves making the world a better place by spreading joy, bringing people together, and share ideas, teaching about marketing
  • Helping one person sends a ripple effect that comes back as a wave of abundance
  • Discovering your three most important principles in your life your ‘why’, your superpower, your attitude
  • Finding your superpower- realize you have one, you ARE a big deal
  • Rockstar MarketingFocuses on what makes you unique, who is your target demographic, what is your “why” and what are the cities you want to serve
  • Focus on your strengths, delegate your weaknesses
  • Flexing your confidence muscle
  • Speaker at Vision 2021: Video marketing. What to say, how to edit etc.
  • Loving your customer- verb, the action of caring

Resources:

  • Thanks to Jennifer Filzen for her contribution to the aftermarket’s premier podcast.
  • Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
  • Find every podcast episode HERE.
  • Every episode segmented by Series HERE.
  • Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever.

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm

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