RR 361: Scott and Michael Waddle. Owner and Prodigy. Father and Son.

Father and Son / Owner and Prodigy

Scott and Michael Waddle of Precision Auto Service, Langley, British Columbia. Shows us that a tandem of father and son can unlock different creative and innovative skill sets applicable to the modern shop of today.

Listen to how Scott is nurturing his son’s gifts and transforming them into assets their shop can use. Michael’s innovative work on automotive electrical and lighting systems is phenomenal considering that he is 15 years old this year. Even though Michael still can’t do the heavy lifting within the shop, this doesn’t stop him from his creative thinking. He is creating apps for the business. Learn about them.

Scott continues to provide training and enrollment plans for his son’s future providing an inspiration to every family owned shop and maybe a succession strategy too.

RR 358: John Gustafson – ATC: Synchronizing the Automotive Trades

ATC: Synchronizing the Automotive Trades

John Gustafson is the president of Gustafson Brothers Automotive Repair, Huntington Beach, CA and the founder of the Auto Talent Co-Op (ATC). ATC is an independent non-profit organization whose vision is to effectively unite resources within the automotive industry, and establish clear career path standards for its users.

ATC’s Mission is to build a synchronized and accessible platform, able to unite the automotive industry. To help refill the talent pool for all automotive job-related positions. To fulfill the technician shortage, and improve technician retention and to streamline career paths, bridge technician skills gap and improve recruitment.

Your support is needed. Find links on the show notes page.

THA 081: Niche. Should We Find Specialties and Create a New Business Model or Services?

Niche. Finding Specialties to Create New Business Services.

A very interesting summit, a lesson for the forever student of the aftermarket. We’re talking Niche or Finding Specialties to Create New Business Services. A vibrant discussion to challenge the use of your talent and facility and to listen to your customers and find out exactly what they want and need from you.

The panel warns you to keep your eyes open. The shift is coming. Toss out those unprofitable jobs. Clean out your closet. Review your current business model. We will not survive doing what we always have done.

The panel will help you understand How to consider a specialty, product based niche vs. service based niche; but an overlying theme is to be sure the basics are being done right. You cannot add a new service if you don’t aren’t fixing your customers’ problem right the first time. Get your house in order before adding.

RR 355: Andrew Emery from Antero Automotive has The Best Job in the World

The Best Job in The World!

Andrew Emery is the owner and operator of Antero Automotive in Greenwood Village, Colorado. He believes if you take care of your employees, they will take care of your customers.

This episode tackles relationships with customers and employees on how it can be your secret sauce to success. Every customer receives a free car wash.

After 22 years in the industry and 10 years as a business owner, Andrew still loves what he does every day. He gets to turn a wrench when needed and he gets to serve others. Andrew started this business to change the way people look at automotive repair shops.

RR 351: Paul Danner – Educator, Diagnostician and You-tuber ‘ScannerDanner’

Paul Danner. Educator, Diagnostician and Youtuber ‘ScannerDanner’

Paul Danner is an ASE L1 Certified Master Technician with Twenty-Four years of field experience in electronics, electrical and drivability diagnostics. For eighteen years he has been employed as an instructor at Rosedale Technical College where he has taught Engine Performance Diagnostics and Basic Electrical Systems. Eleven years ago, he opened his own mobile diagnostic business which performs electrical and electronic diagnostic services for over Twenty Garages in the South Hills of Pittsburgh.

He fell into mobile diagnostics and case studies by stopping in and helping his friends on the way home from work. He called it diaper money to help pay the bills. He is thankful that God has graced him with the ability to troubleshoot.

He is wired for variables and loves ‘What Ifs’. Paul stresses that your learning curve comes from the ‘good parts’ drawer and from the mistakes you make. You have to be in a shop that gives you a steady diet of diagnostic work to become good at diagnostics.

He teaches his student’s field diagnostics and has written a field manual about it and his youtube channel is a very popular place to learn.

RR 346: Matt Fanslow of Riverside Automotive – Improving the level of professionalism within the aftermarket industry

Improving The Level Of Professionalism Within The Aftermarket Industry

Matt Fanslow is an expert Diagnostic Technician and Shop Manager at Riverside Automotive, Redwing, Minnesota. He specializes in diagnosing automotive failures and is very well versed in using diagnostic equipment and is a PICO trainer.

Since he took his first job out of college, he has dedicated his efforts and training towards improving his abilities to efficiently and accurately diagnose automotive driveability, electrical and electrical failures.

It is his goal to improve the overall level of professionalism within the automotive industry and light truck repair trade while raising its public image level which can boost more professional tech to get into the industry.

RR 342: Brandon Steckler – Diagnostician, Trainer, Writer

Diagnostician, Trainer and Writer. Learn What Inspires Brandon Steckler to Be the Best.

Brandon Steckler is a working diagnostician, writer and trainer. He loves to help maintain and improve the level of professionalism among today’s diagnosticians. His first article for Motorage is still his favorite piece. Brandon shares his take on daytime training, who he counts as his mentor and who is the respected and admired industry trainer he aspires to be like as he continues to earn his own stripes.

His lessons resonate even outside the confines of his class. It reaches out to each and every one of us that sharing knowledge will always result in discovering and learning new innovative things. Never be afraid to ask because careers are made with each choice we make.

Brandon is a trainer for CTI/WTI and has a personal mission to maintain and improve the level of professionalism amongst today’s diagnosticians and to help grow the number of competent diagnosticians of tomorrow.

THA 072: Technician Training Strategies & Rewards

Training Technicians is an Investment That Must Be Made and Funded.

Shop owners must create a learning culture in the business. This allows the entire team to understand the value of training. It doesn’t end at 5 PM. The shop owner must generate the profits necessary to invest in a comprehensive training program for the entire company.

All roles in the business including CEO, service advisor and technicians must be included in the strategy. Owners must lead the way by attending business management training. Training is a retention tool.

Listen on how to work with your suppliers to get the type of training on their local/regional training schedules. Listen for ideas on rewards and that associations are a great source for training.

RR 334: Deb and Craig Van Batenburg from ACDC – Part 2

Looking Thirty Years Into the Future

The evolution of electric, hybrids, hybrid/electric and the internal combustion engine and how we will do business in the future. Deb and Craig Van Batenburg share their view of the pace of tech changes and evolving business models.

Craig believes in zero emissions and that climate change is real. He feels that students at high school and college level must learn to work on hybrid and electric cars and that the transition from the internal combustion engine will happen faster than anyone knows. The driver for a rapid change will be the cost of a barrel of oil.

Deb and Craig are sought after speakers and trainers for OE, aftermarket and through worldwide clients. Their training company, Auto Career Development Center (ACDC) is all hands on and only accepts nine students per class.

THA 069: Workshop – Service Advisor Roleplay – Part 1

Listen In On Four Different Roleplays of Service Advisor and Customer.

In this new Academy workshop format, learn as four different themed role plays are, played out for you. In each role play there is a customer, service advisor and an observer/coach who sums up in their own words what was great about the role play. The observer also suggests ways to improve.

The ‘actors’ are Lauren Giver, Service Advisor at Los Gatos Auto Service Campbell, CA, Barry Barrett, Director of Training at RLO and Clint White Shop Manager at Coopers Auto Repair Specialists in Tacoma, WA.

Access your own skills as a service advisor with this roleplay workshop. Owners, consider roleplays as a teaching strategy. Find the key takeaways from each role play at remarkableresults.biz/a069

RR 326: Sherri Stock from InMotion Auto Care

Five Years A Shop Owner and a Succession Plan in Place.

The secret to success, according to Sherri Stock is doing the right thing for the right reasons. No matter for your team members or your customers she is passionate to always treat people well.

Sherri Stock from InMotion Auto Care in Lincoln, NE has worked at dealerships for over 25 years and had the opportunity of a lifetime to go into business for herself. She shares some early strategies that has set up her succession plan.

We talk with the Sherri Stock, the ASA Midwest Service Facility of the Year 2017, about the power of a strong business culture, technician pay, business coaches, vendor partners and her commitment to technician training.

RR 324: Finding Momentum and Camaraderie in the Canadian Aftermarket

Finding Momentum and Camaraderie in the Canadian Aftermarket.

Three members of the Momentum group from British Columbia, Canada, Peter Foreman, Cody Olshaski and Scott Waddle are in Seattle for the ATE Show in March 2018 and we sit for a roundtable interview.

Canada has the same opportunities, challenges and struggles as the US aftermarket. Yet they do have a few rules and regulations that are different. They also have nationwide technician licensing and an apprentice program that requires a four-year automotive degree.

It is obvious that these shop owners are competitors but help each other out whenever they can. As members of the Twenty group, Momentum, they are serious about supporting each other.

RR 322: The Future Shop – A Business Coach Perspective – Haas & Greenwood

Shop Of The Future. A Business Coaches Perspective.

Bill Haas from Haas Performance Consulting and Bob Greenwood President and CEO of Automotive Aftermarket E-Learning Centre bring their viewpoints on the future of the service professional.

Bill and Bob talk about training, culture, the dealership factor, pricing transparency, and the importance of daytime training. They also share their viewpoint on competing, hiring and retaining top talent, both technicians and service advisors.

THA 060: How To Get Value From Recorded Service Calls

How To Get Value From Recorded Service Calls

Listen and learn from Rena Rennebohm, service advisor coach and the Chief Training Officer of ACT Group, Keith Williamson, president of Williamson’s Repair and Tire in Bondurant, IA and service advisor Lauren Giver, from Los Gatos Auto Service in Campbell, CA.

Listening to just one side of a customer call does not do justice in improving and training your service advisor. Service advisers need quality training, no different than technicians and business owners and the recorded phone call is an important element to that training. Save good calls and go over what a good call sounds like. If your shop does not record calls, then get your shop secret shopped. You’ll be convinced.

Find one phone call that works play it over and share it with your team; you will grow your business. Recorded calls and coaching helps to convert and opens the learning to be a better communicator. A great outcome of recorded calls is the opportunity to make changes to your policies. You’ll discover what works and what doesn’t.

RR 313: Taurayi Raymond Sewera from Truck Tech & General Services

The Trip To Vision KC 2018 was 9,000 Miles. One Way.

There’s nothing too hard if you are determined to work hard enough. Do not underestimate your talent; you may never know where it will take you. Words from Taurayi Raymond Sewera. He is a shop owner from Zimbabwe, Africa. Taurayi is the only ASE certified technician in Africa and is building a new 20 bay shop he says will be opened by August 2018.

He employs 12 technicians and will fix anything with an engine from a lawnmower to a giant earth moving excavator. He is committed to training and has made the trip to Vision KC two times. He’s befriended many technicians in the US and takes ASE tests on every visit to the US. Learn about his story, the Zimbabwe economy and the most popular car he works on. You’ll be surprised.

RR 302: Lisa and Kevin Eckler

Never Too Late to Get a Business Coach to Help Put the Business on the Right Path.

This interview is for anyone who started a business and took time to discover that their talent as a top technician didn’t help when it came to run a business. Lisa and Kevin Eckler from Foreign Car Specialists in Poughkeepsie, NY bring you a very raw and transparent story of their business evolution.

Kevin shared his story so that you will benefit. His business acumen wasn’t as good as his talent as a technician. He gives great advice to anyone who is struggling to make money.

Lisa is new to the business and they married four years ago. They took their blended family and business struggles head-on. Their story is fit for the ages and I know many can relate to the challenges they’ve overcome. 

RR 295: David Eschbach from Spirit One Group on the Service Advisor

The Four Cornerstone Approach to Service Counter Success

David Eschbach shares his method for improving the relationship and experience with the service advisor and customer.

Here is an in-depth discussion on improving your service counter. It is no secret, we have great people on our service counters and a regiment of training brings fresh ideas and helps tighten your customer relationship.

David shares his Four Cornerstone approach to service counter success. It is a simple process as we look to your customer and discover: What is Broke, Why is it Broke, and then give them a Statement of Benefit and Recommendation and finally Explain How are we Going to do the Repair. Of course, money is a byproduct of a great service experience.

RR 293: Brin Kline, AAM form Assured Auto Works

Shop Owner Stays on the Cutting Edge of Automotive Technology

Brin Kline owns Assured Auto Works in Melbourne, FL but never misses a technical training class presented by a top industry trainer. He can’t take the technician out of his business owners mindset.

Brin has set his goals to be a technical instructor at Vision KC some day. He works very hard on learning the technical side of the automotive. A proponent of day-time training and a member of many industry advisory councils like iATN and CTI.

Brin believes that every technician should take a business course to understand how business operates.

THA 049: How to Sell Diagnostics

How To Sell Diagnostics at a Profit?

This is not an easy question to answer. Service professionals must be paid for their expertise because the cost of doing diagnostics is the most expensive service you have in your building.

It is time to move from diagnostics to testing and analyzing. Every shop needs to build a premium product around testing and analyzing. You need to be known as the ‘we can fix anything right the first time shop’. Your motto: “We have the best technicians.” Your shops testing and analyzing skills is the premium product you sell and are known for in your marketplace. No need to go anywhere else. We do the research, test, analyze and discover what is wrong. We present the solution then you decide.

Marketing this premium product requires a strong testing/analyzing process that both the service advisor and technician are totally in agreement with. The benefits allow the SA to confidently sell testing and analyzing.

The diagnostician knows that the SA will sell the value and benefits to the customer because the process dictates the work to be done. A very strong discussion and powerful take-a-ways that will arrest the black hole in your business of profitable diagnostic time.

RR 278: Emerging Technology – How Will the Aftermarket Prepare – Service EDU @ AAPEX17

Trends, Current Issues and Outlooks On the Future of the Service Sector

Shop owner Ryan Clo, Trainer Dave Hobbs and Diagnostician Matt Fanslow share their perspectives on the opportunities and challenges that make up the dynamic and changing aftermarket.

Don’t miss the discussion on training, business models, technician pay, business culture, specialization, and the changing role of the shop owner.

RR 275: Chris Chesney – Sr. Director Customer Training – Carquest Technical Institute

Are You Committed to Be A Lifetime Learner In The Automotive Aftermarket? Learn Why It Must Be Your Most Important Goal.

Chris Chesney is the Senior Director, Customer Training at the CARQUEST Technical Institute and explains that our great aftermarket has its best days ahead, however, the challenge is going to take many people, teams and organizations working together to formulate solutions as we prepare for the largest wave of technology and consolidation we’ve ever seen.

Chris explains that all successful technicians and shop owners know …. that you must be committed to being a lifelong learner. If not … you’re in the wrong profession.

RR 273: Technician Round Table Part 3 -Heipp – Landry -Fanslow

Wide Open Discussion from Three Aftermarket Technicians on Technician Pay, Benefits, Training and MORE!

Matt Fanslow, Bob Heipp and Peter Landry openly discuss some very hot and touchy subjects that effects all aftermarketer’s.

Besides technician pay and benefits, other talking points cover the commitment to forever training, getting paid for diagnostic time, ADAS, mandatory technician certification, their view of the technician shortage, and is there enough GOOD training available.

This discussion is not without its very strong perspectives that will challenge thinking and maybe convert an outlier.

RR 271: Jim Morton – Aftermarket Trainer and ATC Educator

Shop Owner Turned Mobile Diagnostician and Post-Secondary Instructor Loves To Teach Our Future Technicians.

Jim Morton from Morton’s Automotive Technical Services (MATS), and educator at the Automotive Training Center (ATC) in Warminster, PA has a BIG passion for training.

Jim is a sought-after national aftermarket trainer at expos around the country including NACAT, CARS, TST Big Event, VISION KC, Automechanika, and ASA. In October 2017, he taught a diagnostics class at the ASA-PA Super Saturday event and we were able to sit for this interview.

Jim is so genuine and thankful for the opportunity to be an educator in the aftermarket and for ATC. He has impacted many students and helped professionals over the years. He is proud to have the students tell him years later that he really knows what he was talking about! Strange how that happens and better to hear it firsthand from a former student.