Mastering Shop Flow Part 2: Capacity Planning and Proactive Service Proposals [THA 510]
Is your shop fully booked but still struggling with scheduling chaos, workflow bottlenecks, and unexpected repairs? How many vehicles should your shop actually schedule each day?
Murray Voth of RPM Training and Doug Brackett of Downtown Automotive and ProVitals Consulting return for Part 2 of Mastering Shop Flow. Building on their previous discussion about online scheduling, they explore two strategies that can transform shop operations: capacity planning and proactive service proposals. Murray and Doug also explore the importance of reserving time rather than simply filling appointments, managing customer pickup expectations, and using online scheduling data to identify opportunities and improve efficiency.
What You’ll Learn
Capacity Planning: How to determine your shop’s actual production capacity instead of scheduling every available technician hour.
Proactive Service Proposals: Why reviewing deferred work and upcoming maintenance before a customer’s visit improves planning, trust, and repair approvals.
Protecting Reserve Time: Why leaving room for additional repairs, unexpected problems, and customer needs can improve productivity.
Reducing Workflow Bottlenecks: How to manage technician availability, service advisor workload, vehicle drop-offs, and pickup commitments.
Customer Communication: Why giving clients time to review recommendations helps eliminate surprise repairs and high-pressure decisions.
Online Scheduling Analytics: How reservation requests, abandoned bookings, and customer follow-up can reveal valuable business opportunities.
Building Predictable Workflow: Why fewer scheduled vehicles can sometimes produce better results than a constantly overloaded shop.
A full schedule isn’t the same as a productive shop. When owners understand their true capacity and prepare service proposals before customers arrive, they can reduce chaos, improve workflow, build customer trust, and make every reservation more valuable. The goal isn’t simply to book more vehicles. It’s to plan the right work, at the right time, with the right resources.
Mastering Shop Flow with Online Scheduling and AI Communication [THA 497]: https://remarkableresults.biz/remarkable-results-radio-podcast/a497/
remarkableresults.biz/a510
Are You Diagnosing Vehicles or Just Throwing Parts at Them? [THA 509]
Recorded at ASTA 2026, Rich Falco, Senior Curriculum Developer at CTI, Brin Klein of Assured Auto Works, and Matt Fanslow of Riverside Automotive and the Automotive Field Theory podcast, challenge the industry’s approach to electrical diagnostics, technician mentoring, and the growing influence of artificial intelligence in the service bay.
Rich and Brin also share insights from their sold out, hands-on electrical training class, where participants worked through voltage drop testing, circuit fundamentals, and real world diagnostic challenges. Their experience reinforces an important lesson: Advanced diagnostics require a solid understanding of the basics.
What You’ll Learn:
How hands-on electrical training helps specialists develop stronger troubleshooting skills.
Why outdated repair habits and ignoring OE service information can create expensive mistakes.
How shop owners can develop more effective technician mentoring programs instead of relying solely on experienced employees to teach new hires.
How AI, smart glasses, and remote mentoring could transform technical education and diagnostic assistance.
How to communicate the value of diagnostic labor and address customer requests for waived diagnostic fees.
Why AI-informed customers are changing conversations about repair estimates, pricing, and trust.
Great specialists understand electrical fundamentals, follow proven diagnostic processes, and continually develop their skills. For shop owners, investing in education, mentoring, and properly valued diagnostic time builds a stronger team, more accurate repairs, and greater customer confidence.
remarkableresults.biz/a509
You Don’t Have to Be a Programmer to Build AI Tools for Your Shop [RR 1115]
What if you could build your own AI tools to solve everyday problems in your auto repair shop without knowing how to write a single line of code?
Seth Thorson, owner of Euro Auto Service Experts and an industry educator, explores how shop owners can move beyond simply experimenting with AI and start building customized applications that improve their businesses.
Seth shares how his hands-on AI classes teach attendees to create working tools, from applications that retrieve vehicle information to virtual diagnostic assessments for evaluating potential employees. His approach starts with understanding the fundamentals of AI, then using that knowledge to build solutions tailored to the unique challenges of each shop.
But Seth’s most compelling message isn’t about technology replacing people. It’s about using AI to give people more time to be human. Imagine giving your service advisors five additional hours each week to connect with customers, build trust, and strengthen relationships. By reducing repetitive administrative tasks, AI can create opportunities for meaningful human interaction rather than eliminate jobs.
What You’ll Learn:
How to identify everyday shop challenges that AI tools could help solve.
How AI can streamline estimating, vehicle information retrieval, and employee skill assessments.
How to navigate conversations with customers who arrive with AI-generated diagnoses.
Why saving administrative time creates more opportunities for service advisors to connect with customers.
How AI can enhance employee productivity and value rather than simply replace jobs.
Why embracing AI requires curiosity, experimentation, and a willingness to learn.
The real opportunity with AI isn’t just doing more work faster. It’s building tools that solve your shop’s unique problems while giving your people more time to do what technology cannot replace: connect, communicate, and build lasting relationships.
Why Electrical Fundamentals, Service Information, and Technician Training Matter [THA 508]
Recorded at ASTA 2026, veteran industry trainers G Truglia and Eric Ziegler challenge the industry to rethink diagnostic habits, technical education, and the responsibility of ensuring every vehicle leaves the shop safely.
From voltage drop testing and properly loading circuits to interpreting diagnostic results, G and Eric explain why scan tools and shortcuts cannot replace a solid understanding of how systems actually work. They also confront a growing concern: Are specialists following current OE service information, or relying on procedures they’ve used for decades?
Through practical examples, candid opinions, and plenty of humor, G and Eric reinforce an important message: Professionalism in auto repair requires continuous learning, diagnostic discipline, and a commitment to doing the job right.
What You’ll Learn:
Why electrical fundamentals, including voltage drop testing and circuit loading, are essential to accurate diagnostics.
How relying on scan tools, assumptions, and diagnostic shortcuts can lead to misdiagnosis and unnecessary repairs.
Why current OE service information must guide repair procedures, even when those procedures differ from past practices.
How improper brake service and overlooked ADAS calibration requirements can create vehicle safety concerns.
Why hands-on technical training builds deeper understanding and stronger diagnostic confidence.
How shop owners can improve their return on training investments by having specialists share what they learn.
Why sending multiple team members to training can strengthen knowledge retention and collaboration.
How continuing education, accountability, and professional standards contribute to safer, more accurate repairs.
The best specialists combine diagnostic knowledge with manufacturer procedures and hands-on training to deliver accurate repairs, protect their clients, and uphold the professionalism of the auto repair industry.
remarkableresults.biz/a508
Shop Succession Without Retirement: How Three Employees Became Owners [RR 1114]
What if your succession plan could give you more freedom, reward your best employees, and secure the future of your auto repair business without requiring you to retire?
Andy Bizub, owner of Midwest Performance Cars, shares how he transitioned 75% ownership of his three-location business to three key employees while retaining a 25% stake. Three years later, the buyout is complete, his partners are leading daily operations, and Andy continues to mentor the team while living hundreds of miles away.
Andy explains how he identified future owners within his organization, including a technician who started as a porter, and why complementary leadership skills mattered as much as financial considerations. He also shares how the partners financed their ownership through business profits, the importance of transparency, and how he learned to step back without giving up his influence.
What You’ll Learn:
– How three employees became 25% owners alongside Andy through a structured, three-year buyout.
– Why succession planning should begin with identifying and developing potential leaders within your business.
– How seller financing and business profits helped make employee ownership attainable.
– Why complementary skills, shared values, and leaving egos behind are essential to successful partnerships.
– How financial transparency prepared employees to think and make decisions like owners.
– Why mentoring future owners means giving them the authority to lead, make decisions, and learn.
– How Andy maintains oversight and supports his partners without being involved in daily shop operations.
Succession doesn’t have to mean selling everything and walking away. By investing in the right people, building a fair ownership structure, and developing leaders who can carry the business forward, shop owners can create a lasting legacy while gaining the freedom to enjoy the next chapter of their lives.
From Technician to Shop Owner: The Challenges You Never Saw Coming [THA 507]
You can be great at diagnosing vehicles and still struggle to make money owning an auto repair shop. What does it take to make the transition from skilled technician to successful business owner?
At the ASTA Expo 2026 in Raleigh, NC, Rick White, founder of 180BIZ, reconnects with Dan Hansel, owner of AmTon Auto & Truck Repair, to reflect on nearly 30 years of mentorship, hard lessons, and professional growth. Along the way, Rick and Dan explore the value of honest feedback, the discomfort that comes with personal growth, and why accepting guidance can be one of the smartest decisions a shop owner makes.
What You’ll Learn:
The unexpected business responsibilities that challenge even the most accomplished technicians when they become shop owners.
How a mentor or coach can provide accountability, challenge assumptions, and help an owner recognize opportunities for improvement.
Why hiring an experienced, highly skilled technician may be a better financial decision than choosing someone simply because they cost less.
How adapting your communication to different customer personalities can strengthen relationships and increase sales.
How effective leadership and consistent systems can create a more sustainable business without simply demanding longer hours.
Knowing how to repair vehicles can launch a career and even open the doors to your own shop. Building a profitable business takes a different kind of education. Dan’s experience demonstrates the importance of financial discipline, leadership development, and having the courage to seek advice when your existing approach isn’t working. Sometimes the knowledge that makes the biggest difference comes from someone willing to challenge you to think differently.
remarkableresults.biz/a507
Stop Losing Price Shoppers: Give Them a Price Range [RR 1111]
What if the customer calling for a price isn’t someone to avoid, but an opportunity your shop has been trained to turn away?
Brian Walden, COO and co-founder of Mango Automotive, challenges one of the automotive repair industry’s longest-standing practices: don’t give prices over the phone.
Instead of putting up the familiar wall of, “We can’t give you a price until we see the vehicle,” Brian’s team does something different. They give the customer a price range, explain that the vehicle still needs to be inspected and the problem confirmed, and invite them into the shop.
The result? Brian says Mango Automotive doubled its phone conversion rate.
Today’s customers have access to more information than ever. They may have already searched the symptoms, pulled a trouble code, asked AI what might be wrong, and researched what the repair could cost before they ever call your shop. Rather than dismissing that research, Brian believes shops can meet customers where they are and use transparency to build trust.
What You’ll Learn
Why the traditional “we don’t give prices over the phone” response can create an immediate barrier
How Mango Automotive uses AI to generate price ranges in seconds
Why the word “range” changes the conversation with a price shopper
How to give a price range without promising an exact repair price before inspecting the vehicle
How meeting customers in their “comfort zone” can build trust
Why Mango Automotive’s phone conversion rate doubled after changing its pricing strategy
How price ranges can give service advisors more confidence on the phone
Why every incoming phone call should be viewed as a valuable opportunity
How AI call analysis, transcripts, dashboards, and weekly coaching help improve advisor performance
Why Brian views AI as a “flashlight” that exposes where your strategy and communication are breaking down
The bigger lesson goes beyond pricing: don’t waste the opportunities already calling your shop. Every phone call represents marketing dollars already spent, a potential relationship, and potentially an entire repair order. Instead of building another wall between the customer and your business, ask whether there is a better way to help them take the next step.
remarkableresults.biz/e1111
From Daily Profit to Long-Term Business Value [RR 1109]
What is your auto repair business really worth, and are you building it to become more valuable every year?
Coach Chris Cotton, podcast host on the Automotive Repair Podcast Network, challenges shop owners to look beyond today’s sales and profits and start thinking about the long-term value of the business they’re building.
Many owners spend years on the operational hamster wheel, focused on car count, payroll, production, and this month’s bottom line. But when it’s time to sell, transition the business to the next generation, or simply step away from daily operations, buyers and banks look much deeper.
Chris explains why clean financials, documented systems, owner independence, and intentional succession planning can transform a shop from a business that provides the owner a job into an enterprise with significant transferable value.
What You’ll Learn
Why profitability and business valuation aren’t the same thing.
What buyers and banks want to see before financing an acquisition.
Why removing the owner from daily operations can increase business value.
How documented systems and protocols make a shop more transferable.
Why clean financial statements and tax records are critical to valuation.
Chris Cotton’s five stages of shop ownership, from daily survival to eventual exit.
How increasing capacity can grow value without necessarily adding locations.
Why succession and exit planning should begin years before you’re ready to leave.
Don’t just build a profitable shop. Build a valuable business.
Create strong systems. Develop leaders. Clean up the financials. Build capacity. Reduce owner dependence. And understand what your business is worth long before you’re ready to sell it.
remarkableresults.biz/e1109
Your Shop’s Toughest Competitor Is in the Mirror [THA 499]
Who is your shop’s toughest competitor: the business down the street, or the people inside your own four walls?
Carm Capriotto sits down with shop owners Dwayne Myers and Al Oramas to explore internal competition and why the biggest threats to a shop’s success often come from within. The conversation challenges owners to stop obsessing over competitors and start examining their own leadership, consistency, processes, and customer experience.
What You’ll Learn
Why operational consistency matters and how small deviations can create chaos.
Why owners can’t effectively lead from the “engine room.”
How true delegation requires owners to let go of control and trust their teams.
Why “everything speaks” when it comes to the customer experience.
How standing at the curb can reveal things owners no longer notice inside their own shops.
How simple physical and operational improvements can create meaningful change.
Why asking employees what they love and what they would change can reveal the true health of a business.
Your greatest competitor may be staring back at you in the mirror. The shops that grow stronger are willing to look inward, challenge their own habits, listen to their teams, and consistently raise the standard. Leadership isn’t about controlling every detail; it’s about creating the environment, expectations, and trust that allow the entire team to perform at its best.
remarkableresults.biz/a499
Why Employees Disengage and How Leaders Reconnect Them [RR 1103]
Why are so many employees disengaged at work, and what can leaders do about it?
Dr. JJ Peterson explores how business leaders can cure employee disengagement by applying the StoryBrand framework to their management style. The episode addresses a massive workplace crisis: roughly 80% to 90% of the American workforce identifies as disengaged, meaning they are stressed, disconnected, and not giving their best. Because a boss can impact an employee’s mental health even more than a therapist, Dr. Peterson argues that leaders have a profound responsibility to show up in a way that positively impacts their team.
What You’ll Learn
Why most employees disengage and what leaders can do to change it.
The four workplace character roles: Victim, Villain, Hero, and Guide.
Why great leaders stop trying to be the hero and instead help their employees succeed.
How empathy and authority work together to build trust and accountability.
Why people want to feel they matter more than they want to feel motivated.
How defining purpose and creating a shared story strengthens company culture.
Why repairing relationships after mistakes builds lasting trust and psychological safety.
Dr. Peterson notes that people don’t wake up wanting to be motivated; they wake up wanting to matter. Leaders must clearly communicate two things to make employees feel they matter: why the company’s work is important (e.g., alleviating severe stress for customers with broken down cars) and why the individual’s specific role in that mission is valuable. Similarly, true company culture is not about having snacks in a breakroom; it is about intentionally building a shared story where everyone knows their roles, values, and what success looks like.
remarkableresults.biz/e1103
Why Auto Repair Specialists Leave Our Industry (And How Shop Owners Can Keep Them) [THA 490]
Why do talented automotive technicians leave the automotive industry, and what can shop owners do to keep them?
Host Carm Capriotto is joined by Technical Specialist Matt Fanslow and Technician Find CEO Chris Lawson to explore what it takes to attract, hire, and retain top talent in today’s automotive repair industry. The conversation examines industry professionalism, workplace culture, compensation, employee engagement, and proactive recruiting strategies that help shops become destinations for exceptional technicians.
What You’ll Learn
Why elevating the image of automotive professionals is critical to attracting the next generation of talent
The three primary reasons technicians leave shops: lack of respect, limited growth opportunities, and compensation concerns
How financial transparency can build trust, ownership, and a stronger team culture
The difference between a shop’s “official game” and its “shadow game,” and why understanding both matters
Practical ways to gather meaningful employee feedback and turn ideas into action
How leaders can remove obstacles that prevent technicians from finding joy and fulfillment in their work
Why relationships with tool truck drivers can become a valuable recruiting resource
How a shop’s appearance and reputation can influence whether top candidates choose to work there
Finding and keeping great technicians requires more than competitive pay. Shops that create a culture of respect, provide clear growth opportunities, communicate openly, and actively remove workplace frustrations are far more likely to attract and retain top performers. The most successful shop owners don’t wait for talent to find them, they intentionally build workplaces where skilled professionals want to stay and grow.
remarkableresults.biz/a490
Motor Oil supply Crisis: Fact, Friction, and What Happens Next [THA 489]
Is there really a motor oil shortage, or is the industry caught up in another wave of panic buying?
In this episode of Remarkable Results Radio, host Carm Capriotto welcomes automotive expert Lauren Fix and Deckman Oil Territory Sales Manager Lee Rhodus to separate fact from fiction surrounding today’s motor oil supply concerns.
Together, they examine what’s driving skyrocketing oil prices, why certain synthetic oils are becoming harder to source, and how fear-driven purchasing is creating additional strain throughout the supply chain. Most importantly, they discuss what repair shops and vehicle owners can do to navigate the uncertainty without making costly mistakes.
What You’ll Learn
Why the world is not actually running out of motor oil
How global shortages of base oils and additives are impacting the availability of ultra-low viscosity synthetic oils such as 0W-8, 0W-12, and 0W-16.
The role panic buying plays in creating artificial shortages and driving prices even higher.
Why motor oil prices are increasing at unprecedented rates and what that means for repair shops and consumers.
The risks of delaying routine maintenance as oil changes become more expensive.
Practical advice for shop owners on managing inventory and communicating with customers during periods of market uncertainty.
The current motor oil situation is real, but panic is making it worse. While supply constraints and rising prices are creating challenges across the automotive industry, experts agree that hoarding inventory and delaying maintenance are not the answers. Patience, informed decision-making, and a focus on preventative maintenance remain the best strategies for both repair shops and vehicle owners. As supply chains stabilize, those who avoid fear-based decisions today will likely be in the strongest position tomorrow.
remarkableresults.biz/a489
From Guesswork to Process: Modern Diagnostic Strategies for Auto Repair Shops [RR 1093]
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.
remarkableresults.biz/e1093
Failing at Retirement: Building Eight Shops in Eight Years [THA 486]
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.
remarkableresults.biz/a486
The AI-Driven Auto Repair Leader: Using Technology as Your Strategic Thought Partner [RR 1092]
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.
remarkableresults.biz/e1092
The Rise of the Specialist: Redefining Automotive Professionalism [THA 485]
Host Carm Capriotto is joined by shop owners Craig Noel, Brett Beachler, and Tom Palermo for an important discussion on how “The Rise of the Specialist” is moving from idea to implementation inside automotive repair shops across the industry. Written by Carm Capriotto, “The Rise of the Specialist” is a growing movement and declaration designed to elevate the language, image, professionalism, and culture of the automotive service industry.
In this episode, the panel shares how they are actively implementing “The Rise” within their own businesses, from changing terminology and redefining job titles to elevating customer communication, shop presentation, and team culture. The conversation highlights the real-world challenges and successes of shifting away from outdated labels like “mechanic,” “wrench,” and “technician” and embracing the more professional and accurate title of “specialist.”
Carm explains that this movement is more than a branding exercise; it is a professional evolution aimed at helping the industry better reflect the expertise required to service today’s highly advanced vehicles. Modern automotive professionals are diagnosticians, calibration experts, technology specialists, and problem-solvers operating in one of the most sophisticated skilled professions today.
Throughout the discussion, the shop owners explain how adopting the language and principles of “The Rise” has strengthened team pride, improved customer trust, and helped create a more professional identity within their organizations. The panel also explores how service advisors play a key role in communicating the value of diagnostics, testing, and specialist-level expertise to clients in a way that builds understanding and confidence.
The episode draws powerful comparisons to professions like medicine and culinary arts, emphasizing that automotive specialists deserve the same respect given to highly trained experts in other industries. Just as chefs and medical specialists earn recognition through mastery and continuous education, today’s automotive professionals must also be seen as specialists whose expertise protects the safety and reliability of every vehicle entrusted to them.
“The Rise of the Specialist” has already gained momentum throughout the industry. Carm’s signature keynote, The Rise of the Specialist, has been delivered to influential audiences across North America, including the ASE Board of Governors, Ford Motor Company, and hundreds of forward-thinking automotive professionals.
What You’ll Learn
Why “The Rise of the Specialist” was created and what it represents
How shop owners are implementing “The Rise” in their businesses
Why the industry must move beyond outdated titles like “technician” and “mechanic”
How language shapes customer perception, professionalism, and team culture
The role service advisors play in explaining specialist-level diagnostics and repairs
How hospitality, presentation, and communication strengthen customer trust
Why this movement can help attract the next generation of automotive professionals
This episode demonstrates that “The Rise of the Specialist” is no longer just a concept; it is becoming a real cultural shift within the automotive industry. By adopting language that reflects expertise, elevating professionalism throughout the customer experience, and embracing the identity of the specialist, shop owners are helping reshape how the industry sees itself and how the world sees it.
Download ‘The Rise of the Specialist’: https://remarkableresults.biz/rise
remarkableresults.biz/a485
Turn Your Parts Spend Into Team Rewards with the NAPA Team Tool Rebate [THA 483]
Recorded live at the VISION 2026, host Carm Capriotto sits down with shop owner Pete McNeil and NAPA Auto Care leaders Jason Rainey and Lauren Briggs to break down the impact of the NAPA Team Tool Rebate program. Listen to a powerful real-world example of how the program can energize a team, strengthen culture, and reward performance in meaningful ways.
What You’ll Learn
How the NAPA Team Tool Rebate program helps offset the high cost of technician tools while building a stronger shop culture
How Pete McNeil turned a $13,000 rebate into a memorable, morale-boosting experience
Why the shift from “tech tool rebate” to “team tool rebate” gives owners flexibility to reward the entire team, not just technicians
Creative ways shops can use rebate funds, from individual tool purchases to shared equipment, and even community support like vocational schools
How the program aligns the front and back of the shop, encouraging team-wide support of purchasing decisions
What’s ahead for the program, including improved tracking, communication, and enhanced buying power through supplier partnerships
The NAPA Team Tool Rebate program is more than a financial incentive; it’s a strategic tool for building culture, driving alignment, and showing appreciation in a tangible way. When used intentionally, as demonstrated by Pete McNeil, it can transform routine business spending into a powerful investment in people, boosting morale, loyalty, and long-term shop success.
VISION Hi-Tech Training and Expo: https://visionkc.com/
remarkableresults.biz/a483
The Dealer Alternative Advantage in Today’s Auto Repair Industry [THA 482]
In this episode, host Carm Capriotto sits down with Larry and Kara Rose of Larry’s Automotive in Newburgh, Indiana, to celebrate their recognition as the NAPA 2025 Auto Care Center of the Year. Their story is more than an award; it’s a roadmap for building a sustainable, family-driven business through discipline, culture, and long-term vision.
What You’ll Learn
How Larry turned a driveway side hustle into a scalable business
Why Kara’s systems and structure were key to growth
A clear, intentional plan for family succession
How strong culture outweighs individual talent
The impact of daily training and continuous learning
Why service advisors are critical to customer trust
Growth strategies like “dealer alternative” positioning and coaching
Building a lasting shop requires more than technical skill; it takes structure, culture, and a long-term vision for people and growth.
remarkableresults.biz/a482
Meet Paige: The Auto Repair Industry’s First 24/7 AI Recruiter [THA 481]
Recorded live at the VISION 2026, this episode of Remarkable Results Radio features host Carm Capriotto in conversation with Lisa Coyle, Co-founder and CEO of Promotive, and Stacey Black, Account Manager at Promotive. Together, they unpack one of the most urgent challenges facing the automotive repair industry today: how to attract, hire, and retain top talent in an increasingly competitive and fast-moving market.
What the Episode Covers:
The “Ghosting” Problem in Hiring:
Why candidates are applying to 15-20 shops at once
How speed of response determines who wins the hire
The growing impact of declining soft skills like communication and accountability
The Role of Shop Culture in Retention
Why culture must be intentional, not assumed
Simple, low-cost ways to build connection and loyalty
Ideas like celebrating milestones, supporting families, and investing in training
How strong culture reduces turnover and attracts better talent
Introducing “Paige” The Industry’s First AI-Powered Recruiting
Promotive’s virtual recruiter designed for the automotive industry
Instantly engages candidates via text after they apply
Conducts a guided, conversational pre-screening interview
Captures key data: experience, commute, current benefits, and pay expectations
A Live Demo of AI in Action
Carm roleplays as a technician to demonstrate Paige’s capabilities
Shows how natural, fast, and effective the process is
The 24/7 Hiring Advantage
Why candidates often apply after hours, and how Paige captures them in that moment
Real-world success, including dozens of completed interviews over a holiday weekend
Faster engagement leads to fewer drop-offs and better-qualified candidates
Hiring today requires more than posting a job and waiting. The shops that succeed are the ones that move quickly, communicate clearly, and create a culture people want to be part of. By combining intentional leadership with innovative tools like AI recruiting, you can reduce friction in the hiring process, improve retention, and ultimately build a stronger, more committed team.
VISION Hi-Tech Training and Expo: https://visionkc.com/
remarkableresults.biz/a481
Your Shop Might Need Marriage Counseling: Fixing Communication in Auto Repair [RR 1087]
Recorded live at VISION 2026, host Carm Capriotto and Matt Fanslow explore how lessons from marriage counseling can improve communication in auto repair shops.
The core discussion centers on Matt’s article for NAPA Auto Care’s Insight Magazine, “Your Shop Might Need Marriage Counseling,” and the industry’s gap in soft skills. His central argument is simple: most automotive professionals were never taught effective communication or soft skills. In the past, shop culture often relied on public criticism or shame to correct mistakes. Today, that approach backfires, especially for younger technicians, who are more likely to disengage or “quietly quit” in that kind of environment.
Matt proposes a different approach: applying communication techniques commonly used in therapy to everyday shop interactions.
Drawing from the Gottman Institute, Matt outlines common communication pitfalls: criticism, contempt, defensiveness, and stonewalling, and how they show up daily in shop environments.
Key solutions include:
Validating feelings, especially with anxious customers
Coaching without shame, addressing mistakes privately with support
Seeking outside perspective, using coaches or therapists to uncover blind spots
Finally, both Carm and Matt challenge the stigma around seeking outside help. They encourage shop leaders to work with coaches, counselors, or therapists to uncover blind spots and improve their leadership approach. Far from being a weakness, asking for help is framed as a sign of strength and self-awareness.
The goal isn’t to turn shops into therapy sessions; it’s to make small, intentional changes in how people communicate every day. The payoff? Fewer emotional blowups, stronger team culture, and customers who feel safe, heard, and respected.
VISION Hi-Tech Training and Expo: https://visionkc.com/
remarkableresults.biz/e1087
How to Get Unstuck When Your Auto Repair Business Stops Growing [THA 480]
In this episode of the Town Hall Academy, host Carm Capriotto is joined by Matt Wagg and Shiju Thomas to tackle a common challenge in the automotive repair industry: getting “unstuck.” The conversation focuses on breaking through growth plateaus by sharpening leadership, building a meaningful culture, and committing to continuous employee development.
Leadership & Accountability
Growth stalls when tenure is valued over performance
Not every team member will grow with the business
Leaders must make tough calls and avoid carrying “dead weight.”
Practice radical candor: honest conversations build trust
Self-awareness is critical; seek outside accountability (coaches/peers)
Culture & Development
Culture must be intentional and tangible, not just social events
Built through aligned hiring and shared values
Reinforced with tools like assessments, training, and team learning
Continuous education prepares teams for evolving vehicle technology
A learning culture attracts higher-level talent
Embracing Being “Stuck”
Feeling stuck often signals ambition and growth
Indicates you’re pushing into new challenges
Clear personal and business goals provide direction
Without clarity, the business risks drifting without purpose
Ultimately, getting unstuck isn’t about quick fixes; it’s about honest reflection, intentional leadership, and a commitment to growth. The shops that move forward are led by people willing to have the hard conversations, invest in their teams, and take ownership of what needs to change. If you’re feeling stuck, take it as a signal, not a setback, and use it as the catalyst to refocus, realign, and lead your business to the next level.
remarkableresults.biz/a480
The “Monster” in Your Head Is Costing Your Shop Money [RR 1086]
In this episode of Coffee with Carm and a Coach, host Carm Capriotto sits down with Greg Bunch, business coach and Founder at Transformers Institute and owner of Aspen Auto Clinic, to unpack the mindset barriers that quietly limit leadership and growth in auto repair.
At the center of the conversation is the “monster” voice that is wired for survival, not success. While it once kept us safe, today it often holds leaders and advisors back from difficult but necessary actions: addressing underperformance, having honest conversations, or confidently recommending needed work. Left unchecked, that fear can cost shops hundreds of thousands, even millions, in missed opportunities.
Greg shares five foundational pillars for effective leadership:
Wisdom: Surrounding yourself with the right voices and guidance
Knowledge: Understanding your numbers and facts without emotion
Understanding: Knowing what those numbers actually mean in your business
Diligence: Doing what needs to be done, even when it’s uncomfortable
Right Choices: Staying aligned with your values, no matter the pressure
Together, Carm and Greg explore how business is ultimately an emotional math problem, a constant balance between data-driven decisions and the human side of leadership. They also challenge listeners to become perpetual students, actively seek honest feedback, and confront the habits that hold them back.
The episode wraps with a powerful reminder: long-term success comes from “slow dimes,” not “fast nickels.” Doing the job right, every time, builds trust, safety, and sustainable profitability.
remarkableresults.biz/e1086
Smart Glasses in the Shop: Inside NAPA Autotech’s XcceleratoR Training [THA 478]
Recorded live at VISION 2026, host Carm Capriotto sits down with Matt Crumpton, Director of Program Development at NAPA Auto Care, and Robin Cowie, Creative Technologist, to explore the official rollout of NAPA’s Extended Reality (XR) training program.
The conversation centers around solving some of the industry’s biggest challenges: the ongoing technician shortage, the high cost of tools for new hires, and the need to get technicians productive and billable faster. By leveraging immersive technology that feels familiar to younger generations, NAPA is creating a pathway for new technicians to build skills and confidence in a low-risk, high-impact learning environment.
The XR ecosystem is built around three core technologies. Virtual Reality (VR) delivers immersive, point-of-view training with over 50 lessons focused on essential shop skills, reinforcing the idea that “brakes pay bills.” Using a structured “teach five, test five” approach, technicians develop muscle memory before ever working on a live vehicle. Mixed Reality (MR) bridges the gap between virtual and physical by combining real tools with guided digital overlays, allowing for hands-on practice with built-in support. Augmented Reality (AR) smart glasses bring the technology directly into the service bay, giving technicians instant, voice-activated access to critical information like torque specs, keeping them focused on the vehicle and saving valuable time on every job.
Looking ahead, the platform continues to evolve. Future integrations are expected to include shop management systems, Identifix, and digital vehicle inspections, enabling fully hands-free workflows and even customer-facing video communication directly from the bay.
After successful testing with early adopters, NAPA officially announced at VISION 2026 that its XR training packages are now available for general purchase, offering shops a powerful new way to train, support, and retain the next generation of technicians.
https://napaxccelerator.com/
VISION Hi-Tech Training and Expo: https://visionkc.com/
remarkableresults.biz/a478
Is Your Shop the Problem? Hard Truths from the Voice of the Technician Survey Results [RR 1084]
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
remarkableresults.biz/e1084
Own the Technician Shortage: How One Shop Owner is Transforming Industry Recruitment [RR 1083]
In this episode, Carm Capriotto speaks with Chris Machado, founder of XGen Academy, about a bold new approach to solving the automotive technician shortage.
Machado has developed an intensive 16-week training program that blends virtual reality simulations, classroom learning, and hands-on shop experience to accelerate the development of new technicians. At the core of the academy’s philosophy is the “reverse funnel,” which attracts a wide pool of young talent and progressively refines their skills toward professional mastery.
The program goes beyond technical instruction. Through its “Reality Hub,” students also learn essential life and workplace skills, including financial literacy, professionalism, and ethics.
By modernizing the training experience and making automotive careers more appealing to younger generations, Machado aims to build a scalable model that can be replicated nationwide, offering a proactive, high-tech solution for developing the industry’s next generation of technicians.
XGen Academy: https://xgened.email/
remarkableresults.biz/e1083