The Everyday Educator: How Leaders Reinforce Learning [THA 458]
David Boyes, CEO of Today’s Class, and Lola Schmidt, Schmidt Auto Care, explore how short, personalized, and gamified training is transforming team development in the automotive industry.
The discussion centers on how Today’s Class delivers 3–5 minute, mobile-friendly training sessions that fit seamlessly into daily shop routines, often completed right after morning huddles. This consistent “daily drip” of learning minimizes workflow disruption while fostering a culture of continuous growth.
Gamification drives engagement through points, badges, and friendly competition, sparking team conversations and collaboration. Shops like Schmidt Auto Care have seen measurable improvements in technical knowledge, such as increased proficiency in brake systems, wheel alignment, and HVAC performance.
Lola shares how her team’s enthusiasm for competition has built deeper learning habits, while David explains how the platform’s data-driven insights help shop leaders identify knowledge gaps, coach effectively, and make smarter business decisions from equipment investments to targeted, hands-on training.
The takeaway: Small, consistent, and data-informed training can create powerful results, driving engagement, improving technical skills, and strengthening both team and business performance.
remarkableresults.biz/a458
Feelings Don’t Fix Cars: Action Over Emotion in Shop Leadership [RR 1063]
Tonnika Haynes, owner of Brown’s Automotive in Chapel Hill, North Carolina—a family business founded by her father, William Brown, in 1980—joins us for a conversation recorded live at the ASTA Conference in Raleigh, NC. Together, we explore the powerful and defining mentorship that shaped both her leadership and her legacy.
Tonnika shares that she never worked for her “dad,” she worked for William Brown, the business leader. That separation became clear when, early in her ownership, she faced her first major crisis: losing a key employee.
When she called her father for guidance, it wasn’t “Dad” who picked up; it was William Brown. His advice was blunt but transformative. Instead of sympathy, he challenged her: “What would you do if they got hit by a bus? You can’t sit in it, move forward.”
It was a defining moment that taught her the importance of separating emotion from action. As William often reminded her:
“We don’t have time for feelings right now. We have time for fact and action.”
“Feelings don’t fix cars. Facts and movement fix cars.”
This heartfelt episode highlights the power of tough love, mentorship, and maintaining emotional discipline in business. Tonnika’s story is a testament to how strong roots and even stronger lessons can prepare the next generation to lead with both heart and backbone.
remarkableresults.biz/e1063
A Professional Face Lift: Why the Automotive Generalist Model is Broken [RR 1062]
Joe Marconi, former shop owner, Elite Worldwide coach, is defining the challenge in today’s automotive aftermarket: the need for specialization.
The End of the Generalist Era
– Modern vehicles are too complex for the “all makes, all models, all repairs” approach. Marconi shared that when he tried doing everything—from transmission rebuilds to diagnostics—profitability disappeared. The time, training, and tooling required simply didn’t make sense.
Specialization: The Smarter Path Forward
– Like medicine’s cardiologists and neurologists, automotive professionals must focus their expertise. Specialization boosts productivity, profit, and performance while creating better outcomes for customers.
Redefining Professionalism and Language
– Replace “mechanic” or “tech” with “technologist” or “specialist.”
– Use precise titles like “calibration specialist” to build client confidence.
– Adopt “Essential Skilled Occupation (ESO)” to better reflect the professionalism of today’s technicians.
Building Career Paths and Attracting Talent
– Specialization creates clear career pathways and helps combat the technician shortage, offering young people a profitable, purpose-driven alternative to a four-year degree.
Listeners can explore Carm’s evolving document, The Rise of the Specialist—now in its 23rd version—online. https://remarkableresults.biz/rise
remarkableresults.biz/e1062
From Alignment Dilemma to ADAS Center: Say Yes When Everyone Else Says No [THA 455]
How much should you invest in your shop? Forget the spreadsheets! We’re challenging the conventional wisdom of ROI with three industry titans who discuss building resilience, culture, and high-tech expertise in any market. We sat down at ASTA 2025 in Raleigh with Matt Fanslow, Tommy Markham, and Zeb Beard to dive deep:
– The Constableville Paradox: Hear from Tommy Markham about investing in full ADAS calibration equipment for a town that “has exploded to 300 people” and has no stoplights. His motivation? Simply “doing the job right” and ensuring local body shops don’t have to flatbed cars 35 miles away. Tommy also stands firm on pricing, refusing the “$99 alignment dilemma.”
– The Zeb Beard Investment Strategy: Zeb Beard reveals why traditional ROI calculations are sometimes useless: you can “talk yourself out of buying anything”. His massive 62,000 square foot shop (which once had clouds inside and includes nine bedrooms) is itself a “worldwide marketing tool.” When in doubt, Zeb’s famous advice is always: “Pull the trigger!”
– Navigating Volatility: Since COVID, Zeb notes that business graphs now fluctuate wildly between record high months and record low months. The solution? Being resilient and focusing on “doing the right thing.”
The conversation also explores the balance between working in and on the business, the importance of continuous learning, and how authenticity and integrity keep shops resilient through economic swings.
remarkableresults.biz/a455
Do We Need A License To Calibrate Vehicles: The Professionalism Gap [RR 1061]
Scott Brown shares his insights on key challenges in the automotive aftermarket, including ADAS, EV maintenance, and industry adoption.
ADAS Calibration and Liability
Scott emphasizes the importance of proper ADAS calibration, required by manufacturers after certain repairs. Skipping it exposes shops to liability, and he advises refusing jobs if required calibration is declined. Despite its necessity, the industry adoption is low.
EV Tooling and Safety
While basic shop tools suffice for many EV services, high-voltage work demands safety training and PPE.
Looking Forward
Using his aviator metaphor of “runway,” Scott stresses that shops must evolve, specializing in ADAS and EV maintenance to stay competitive as EVs become the future of mobility.
Scott’s insights make one thing clear: the automotive industry is changing fast, and shops that embrace ADAS and EV expertise now will be the ones leading the market tomorrow. Staying informed, trained, and prepared isn’t just smart—it’s essential for long-term success.
remarkableresults.biz/e1061
Auto Repair Business SWOT: Strengths, Weaknesses, Opportunities, and Threats [THA 454]
This episode focuses on a SWOT analysis, examining the Strengths, Weaknesses, Opportunities, and Threats that will shape the automotive industry over the next three to five years. Panelists highlight key strengths, such as the industry’s resilience and the aging vehicle fleet, alongside critical weaknesses like the shortage of experienced staff and trainers. Opportunities explored include EV and hybrid servicing, as well as the growing demand for technical educators, while threats encompass supply chain challenges, OEM influence, and internal industry conflicts. The conversation also underscores the importance of framing automotive work as a skilled career rather than a trade, along with the need for succession planning and mentorship within shops.
remarkableresults.biz/a454
Building an Essential Skilled Automotive Career [RR 1060]
This episode explores how the automotive industry can attract and retain skilled professionals by transforming both its language and its workplace culture. The words we use shape public perception, influence recruiting, and build long-term respect for the profession.
Beyond language, the discussion dives into the physical and cultural environment of repair shops. Topics include maintaining clean, professional spaces that foster pride, offering work-life balance to prevent burnout, and ensuring fair pay progression with clear career paths.
To build a sustainable future, the automotive industry must evolve in how it speaks, works, and cares for its people.
Professional language, modern environments, fair pay, education, and a sense of pride in quality will redefine automotive careers as essential, respected, and rewarding.
remarkableresults.biz/e1060
AAPEX 2025: The Aftermarket Trade Show Reimagined [RR 1059]
The Automotive Aftermarket Products Expo (AAPEX) returns to Las Vegas on November 4–6, bringing the industry’s biggest names, most advanced training, and a completely redesigned show floor.
Here’s what you can expect:
A major structural change to the show floor, segmenting exhibitors by product category for buyer efficiency.
Keynote speaker announcement: Wayne Gretzky, “The Great One.”
Expanded education with 75+ classes plus a new “Meet the Trainer” segment for direct access to instructors.
AAPEX 2025 is more than a trade show—it’s the industry’s hub for education, innovation, and connection. Come prepared, but leave space for the unexpected conversations and discoveries that could change your business.
remarkableresults.biz/e1059
2025 Voice of the Technician Survey: Addressing Industry Pain Points [RR 1058]
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.
remarkableresults.biz/e1058
The Growth Tax: What Every Shop Owner Must Pay to Move Forward [THA 449]
This episode is all about transformation: how coaching, mindset shifts, and strategic decisions can take a shop from survival mode to real growth. Matt Wagg opens up about his journey from being coached by Bill Haas to becoming a coach himself, and the lessons learned along the way about leadership, profit, and purpose.
Key Takeaways:
Coaching Works: It paid for itself almost immediately and pushed Matt into changes that fueled growth.
Listen for Real: True success starts with listening, not just to reply, but to understand.
Differentiate Everything: Even oil changes can be a premium service when properly communicated.
Profit Fuels Growth: Embrace profitability to invest in tools, reward your team, and scale.
Owner’s Mindset: Step out of the bays and into leadership with a clear job description.
Leadership = Responsibility: Owners carry the weight of their team’s livelihoods—accountability matters.
Teaching to Learn: Coaching others deepened Matt’s own understanding and perspective.
And this is only Part 1! Next time, we’ll dive into systems—because “systems win wars.”
remarkableresults.biz/a449
Ring to Revenue: The Power of the First Hello [THA 448]
Is your shop’s first impression costing you customers? Did you know the phone is often your closest moment to the sale? Join service advisor training specialists Jen Davis and Doris Barnes from The Transformers Institute as they reveal how to turn inbound calls into a loyal customer relationship.
Watch Full Video Episode
Inside this episode:
The Hidden Cost of Bad Calls: Missed opportunities like quoting a price without context don’t just lose sales, they damage your brand and waste marketing dollars. First impressions are made in a fraction of a second.
Beyond Price Shopping: Most service advisors unintentionally train customers to shop for price by failing to ask questions, build rapport, or show genuine curiosity. Price is often just the conversation starter.
Empathy, Education & Reasoning: Learn the three pillars of phone success that shift calls from transactional to relationship-driven, positioning your shop as the trusted solution.
From First Call to Lifelong Customer: Strategies to move customers past a single visit and build loyalty by marketing to the third visit—a critical milestone for long-term retention.
Hiring the Right People: Why finding “good stock” naturally empathetic, ethical, and willing to learn makes all the difference in creating consistent, 5-star customer experiences.
Don’t let poor phone skills drain your marketing investment. This is a must-listen for shop owners and service advisors ready to sharpen their skills and elevate every interaction from the very first ring.
remarkableresults.biz/a448
The Showtime Mindset: How Top Shops Keep the Spotlight on Service [RR 1054]
Jason Hladyniuk, service advisor coach at RPM Training, draws inspiration from the world of music to show how shops can be fully “in tune” and “showtime ready” the moment their doors open each morning.
In this episode, you’ll learn how this approach helps service advisors:
• Deliver an outstanding client experience without getting lost in paperwork or daily chaos.
• Lower stress by anticipating needs and having everything ready before clients arrive.
• Read their “audience” and adjust communication, whether through a quick text or a detailed face-to-face chat.
• Lead with consistent professionalism, not sales tactics, just as a dental hygienist confidently recommends treatment.
• Use pre-appointment communication to set the stage for stronger client relationships at drop-off.
• Commit to continuous practice and training, because like world-class musicians, the best advisors never stop rehearsing, adapting, and growing.
Don’t miss this episode, it’s your backstage pass to delivering a flawless performance every day and creating lasting harmony with your clients!
remarkableresults.biz/e1054
From Would’ve, Could’ve, Should’ve, To Will, Can, Do: Auto Repair Business Done Right [RR 1053]
Keith Katz shares practical insights from decades of running a successful auto repair business, offering shop owners real-world strategies to adapt and grow. From navigating the challenges of ADAS and EV technology to making bold investments in team training, Keith explains how the right decisions can set your shop up for long-term success.
You’ll also discover why shifting from being a hands-on technician to a strategic business leader is essential, how proactive succession planning protects the future of your shop, and the one move Keith wishes he made sooner—hiring a business coach. His honest reflection and actionable advice make this conversation a must-listen for any shop owner ready to evolve, embrace new technology, and secure lasting profitability.
remarkableresults.biz/e1053
Muscle Memory for the Counter: Service Advisor Training with the Practice Bot [RR 1052]
Dan Malloy unveils a game-changing tool for your client advocates: the practice bot. Discover how this innovative AI-powered system is transforming sales training and driving unprecedented success on the service counter.
Here’s what you’ll learn:
– Orchestrate Sales Success: Learn how to get your entire team, your “orchestra of client advocates,” to “sing the same song” in unison, reflecting your business’s unique vision and culture in every customer interaction.
– Develop “Muscle Memory” for the Counter: Just like professional musicians or athletes, your service advisors need “muscle memory” to confidently handle customer conversations. Discover how daily, consistent practice with a bot can make effective communication feel natural.
– Conquer the Price Shopper: Understand the “killer” impact price shoppers have on closing rates (e.g., dropping from 81% to 42% for oil changes, or 35% to 17% for tires). Learn how the practice bot and Dan Malloy’s approach equip your team to handle these crucial conversations without immediately giving a price.
– Embrace AI for Data-Driven Growth: Explore how AI goes beyond traditional “keyword spotting” to analyze calls, score performance automatically, and provide invaluable “language KPIs.” Understand how this data on communication directly drives your traditional business KPIs and profitability.
– Mandate Daily Practice: Learn why the best companies are making bot practice mandatory, just like opening the store or running batting cages, and how it fosters a high-level, professional team
remarkableresults.biz/e1052
People 101: Why Soft Skills Drive Hard Results [THA 445]
Key Takeaways:
Auto Repair Is a People Business: Learn why shifting your focus to relationship-building and empathy is crucial for service advisors, who are often “therapists” to anxious customers.
Emotions Drive Decisions: Customers make big emotional and financial decisions, yet we often treat interactions as fast, transactional processes. Discover how to connect with customer pain points, concerns, and fears to build trust and make them feel like a priority, even when smoke is coming out of their engine.
Soft Skills = Profitability: Implementing soft skills like active listening and thoughtful questioning leads directly to climbing average repair orders, more five-star reviews, and significantly higher customer retention.
Price Becomes Irrelevant: When customers trust you, they don’t shop on price, they shop on experience.
Build “Key Dropper” Loyalty: Learn the ultimate goal: turning customers into “key droppers,” individuals who know, like, and trust your shop so completely that they simply drop their keys, confident you’ll handle everything.
Leadership Must Lead the Way: This isn’t just for your counter team. Owners must be engaged, invested, and accountable in soft skills training. Discover why your commitment to professionalism is key to the industry’s future, separating thriving businesses from those that won’t survive the next decade.
remarkableresults.biz/a445
Assume Nothing: Our Duty to Educate and Understand the Next Generation [RR 1051]
In this episode, we’re flipping the script on how we prepare the next wave of talent in the auto repair world.
It’s not just “training” anymore – The future of our industry needs more than just teaching people how to turn wrenches. It’s about real education that prepares them to think, solve, and lead.
The repair bay of tomorrow – Imagine clean, high-tech “surgical rooms” with white lab coats, big screens, and smart tools—where cars are diagnosed like patients.
Let’s make this career sexy – To attract today’s tech-savvy, digital-native crowd, we’ve got to show them this is a career filled with innovation, tech, and opportunity.
Soft skills are a big deal – Communication, confidence, and life skills are just as important as technical know-how.
Training isn’t cheap, and that’s okay – One expert says shops should spend $3,000 to $5,000 a month on education. Yep, even the small ones. Because falling behind costs more.
Leaders: don’t gatekeep – Share your tips, be open to different learning styles, and remember that even the small stuff you know can make a huge difference to someone starting out.
remarkableresults.biz/e1051
Retention Starts with Recognition: Why Pay Is Just the Beginning [RR 1050]
This episode dives into the real challenges of technician retention and why it’s time to rebrand automotive careers, moving beyond the outdated terms “mechanic” or “technician” to embrace the title of “specialist.” Craig Noel unpacks the urgent need to move away from traditional flat rate pay systems and toward compensation models that prioritize fair pay, financial security, and work-life balance. He also shares his own innovative pay structure designed to reward skill and dedication while keeping top talent engaged.
remarkableresults.biz/e1050
The Power of Accountability: You Can’t Grow Alone! [RR 1049]
Recorded at the Institute Summit 2025, Tracy Holt and Patrece Holt Vance, a brother-sister duo from a family owned shop, share how their business transitioned into a new era of strategic growth and profitability under their leadership. They credit much of their progress to the accountability and peer support they found through the Institute’s Peer Groups. Tracy and Patrice also open up about the critical role of workplace culture and employee well-being in their success, and Tracy reflects on how a personal tragedy reshaped his “why” and fuels his drive today.
remarkableresults.biz/e1049
Mastering Active Delivery: The Key to Lasting Customer Relationships [THA 440]
Explore the concept of “active delivery” in automotive customer service, an intentional and consistent approach to communication that spans the entire customer journey, from the initial contact to the final vehicle handoff. The discussion highlights how thoughtful interactions can create a powerful and lasting impression, especially in the closing moments.
Discover how clear communication, genuine rapport-building, and proactive expectation setting help cultivate trust and long-term loyalty. The episode also offers actionable strategies, including adapting communication styles, using supporting materials like brochures, and ensuring every team member aligns with a unified service approach.
More than just completing a transaction, active delivery is positioned as a key driver of customer satisfaction, repeat business, and word-of-mouth referrals, making it essential for shops focused on sustainable success.
remarkableresults.biz/a440
How to Grow Your Shop Without Losing Control [RR 1046]
This episode dives into the real challenges of scaling an automotive business. Shiju Thomas unpacks what it takes to grow successfully, especially beyond two locations, including stepping out of daily operations and focusing on leadership development, building a strong management team, and sustaining a consistent, positive culture. He emphasizes that growth should be driven by a desire to develop people, not just profits. It’s a must-listen for shop owners reflecting on why they want to grow and how to do it with purpose, clarity, and long term success in mind.
remarkableresults.biz/e1046
Slow Down, Move Over: A Call for Roadside Safety [THA 439]
This episode explores the “Slow Down, Move Over” (SDMO) initiative, a vital traffic safety campaign focused on protecting roadside workers, emergency responders, and stranded drivers. It highlights the dangers these individuals face, including staggering statistics on injuries and fatalities. The conversation underscores the importance of driver awareness, professional training for tow truck operators, and the use of technology like Safety Cloud, which warns motorists of roadside hazards. Real-life stories add emotional weight, while fundraising efforts support awareness and aid impacted families. The message is clear: slowing down and moving over saves lives.
remarkableresults.biz/a439
Rehearse to Win: The Secret to Service Advisor Confidence [RR 1045]
Recorded at the Institute Summit 2025, this episode features brothers Jason and Patrick Brennan in a powerful conversation on leadership, innovation, and growth in the automotive industry. Jason emphasizes redefining training through real-world rehearsal practice for service advisors and technicians, and using “education” language to promote a culture of ongoing development. Patrick brings his marketing expertise to the table, stressing the importance of reputation management and direct response strategies for businesses. Together, they explore how strong leadership, peer networking, and a healthy company culture attract talent and fuel long-term success.
remarkableresults.biz/e1045
It’s the Person, Not the Software: Solving Common Shop Management Gaps [RR 1044]
Recorded at Vision Hi-Tech Training & Expo, Ben Dexter sheds light on a common issue: many shop owners are only scratching the surface of what their shop management systems can do. From underutilized tools to overlooked processes, this conversation uncovers the true value of role-based training, strategies for better customer communication, why profit should be seen as a healthy business goal, the impact of digital vehicle inspections (DVIs), why strong service advisors are essential, and the crucial role of inventory control in shop performance. Whether you’re a shop owner, service advisor, or team leader, this episode offers practical takeaways to help your business thrive.
remarkableresults.biz/e1044
The Power of Shared Knowledge: Celebrating 10 Years of Podcasting [THA 437]
In celebration of ten years of podcasting, Carm Capriotto reunites with early guests—Dwayne Myers, Clint Dudley, and Gene Morrill—to reflect on their original episodes and the evolution of their businesses. The episode explores their growth over the past decade, the vital role of coaching, continuous education, and adapting to industry changes such as labor rates and operations. Emphasizing the importance of strong processes, community, and putting people first, the conversation highlights how shared experiences and lifelong learning drive success in the automotive repair industry.
remarkableresults.biz/a437
Building Businesses and Believing in Better Days [RR 1043]
Recorded live at the Institute Summit 2025, explore what it truly means to stand out in today’s evolving automotive industry. Cecil Bullard covers major industry shifts, including electric and autonomous vehicles, the growing influence of private equity, and the increasing specialization of shops. Cecil also opens up about leadership, mentorship, and the personal habits that drive success, such as effective time management, the power of “mindless work,” and adapting communication styles using tools like the DISC profile. Packed with real-world advice on business planning, self-belief, and resilience, this episode is essential listening for industry professionals aiming to thrive and lead amidst ongoing change and innovation.
remarkableresults.biz/e1043