Lost in Translation: Why Customers Ignore Deferred Work [RR 1116]
How much deferred repair revenue is sitting in your shop management system because customers don’t understand what you’re recommending or why it matters?
Patrick Eagan of Spark Interactive joins the conversation to uncover a frequently overlooked problem in auto repair: the language shops use to communicate deferred work. From technical abbreviations to generic text reminders, are we unintentionally confusing customers instead of helping them make informed decisions? What if the secret isn’t more marketing, but better communication?
The conversation also explores why authentic storytelling matters in marketing and how sharing the people, values, and experiences behind your business can help customers develop trust before they ever need a repair.
What You’ll Learn
Why technical jargon and unclear repair recommendations can cause customers to overlook deferred work.
How AI can translate repair descriptions into language customers understand.
The three-pronged follow-up strategy combining direct mail, texting, and phone calls.
Why personalized communication can be more effective than generic reminders.
How deferred work represents an overlooked opportunity for customer retention and shop revenue.
Why authentic storytelling helps differentiate your shop and build customer trust.
Your customers may not be ignoring their vehicle’s needs. They may simply not understand what you’re asking them to do. When shops communicate the what, why, and importance of deferred repairs, they create opportunities to build trust, reconnect with customers, and turn forgotten recommendations into return visits.
remarkableresults.biz/e1116
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
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
Authenticity Is Your Shop’s Best Marketing Strategy [RR 1113]
What makes your auto repair shop memorable, and are you sharing that story with your customers?
Recorded at ASTA 2026 in Raleigh, NC, Melissa “Birdie” Patterson, founder of Bird’s iSocial, explores why authentic marketing begins with the people, personality, and culture that make every auto repair shop unique. From a memorable “shop chicken” to customer pet photos, community involvement, and even dad jokes, Birdie shares how everyday experiences can become powerful marketing opportunities.
What You’ll Learn
(00:00:00) Intro
(00:04:30) The Power of Connection: Amazing Women in Automotive
(00:12:00) What’s Your Shop Chicken? Finding Your Unique Story
(00:17:00) Birdie’s Journey Into Auto Repair
(00:20:00) Organic Search and AI: Connecting With Customers Online
(00:26:00) Authentic Marketing: Turning Shop Culture Into Content
(00:30:00) Working ON Your Business: Leadership, Systems, and Coaching
(00:35:00) Investing in Yourself: Personal Growth and Business Freedom
Authentic marketing starts inside your business, with your people, your culture, your community, and the experiences customers remember. When you combine that authenticity with intentional marketing, strong leadership, and a commitment to growth, you’re not just promoting your shop. You’re building relationships, trust, and a business people want to support.
Your shop already has a story. Make sure your customers get to hear it.
Melissa ‘Birdie’ Patterson, Bird’s iSocial and Growing Shops: https://www.birdsisocial.com/
AAPEX 2026: What to See, Learn, and Experience [RR 1112]
What should be on your must-see list at AAPEX 2026?
Mark Bogdansky, Vice President of Meetings and Events at the Auto Care Association, shares what attendees can expect from a redesigned AAPEX 2026 experience, including a new home for Joe’s Garage, a more focused education schedule, expanded hands-on experiences, networking opportunities, competitions, special guests, and plenty of surprises.
One of the biggest changes is designed to help attendees get more from both education and the show floor. Paid training will take place in the morning, leaving afternoons open to explore exhibits, build relationships, discover new products, and experience everything AAPEX has to offer. Joe’s Garage is also moving to Level 1, directly above the classroom training, making the transition from learning to hands-on exploration even easier.
What You’ll Learn
Why AAPEX redesigned the education schedule to give attendees more time on the show floor
What’s new at Joe’s Garage, including live vehicle training and expanded experiences
How to approach AAPEX with a plan and bring actionable ideas back to your business
What attendees will find at the AAPEX Forum, including Roadside Attractions, demonstrations, giveaways, and interactive experiences
How the expanded Student V8 Engine Competition is showcasing the next generation of automotive professionals
Opportunities to connect directly with manufacturers, industry leaders, exhibitors, and fellow automotive professionals
Special appearances and experiences featuring Coach K, Mark Wahlberg, Jimmie Johnson, Barry Sanders, Mia Hamm and more
Don’t just attend AAPEX. Have a plan to experience it. Choose your education before you arrive. Explore the show floor with purpose. Ask questions. Make connections. Discover what’s changing in the industry. And if you bring your team, challenge them to return with actionable ideas they can share and implement.
AAPEX 2026 isn’t just about seeing what’s new. It’s an opportunity to learn, connect, experience, and bring something valuable back to your business.
AAPEX, November 3-5, 2026, The Venetian Expo and AAPEX Forum https://www.aapexshow.com/
remarkableresults.biz/e1112
Inside the ASTA Expo 2026: Training, Technology, and Tribal Networking [RR 1104]
What happens when one of the industry’s fastest-growing events doubles its exhibit space and brings together more than 200 exhibitors, 80+ training sessions, and thousands of automotive professionals?
Carm Capriotto sits down with Ryan Ragan, Executive Director of the Automotive Service and Tire Alliance (ASTA), for a preview of the upcoming ASTA Expo in Raleigh, North Carolina. Ryan shares what makes this year’s event different, from its massive growth and unique Survivor themed networking experience to next-generation training and technology designed for today’s increasingly complex vehicles.
What You’ll Learn
Why the ASTA Expo has more than doubled its exhibit space to over 112,000 square feet.
What attendees can expect from more than 200 exhibitors and 80+ educational sessions.
How the Survivor themed networking activities are designed to get attendees out of their comfort zones and meeting new people.
How AI, virtual reality, and augmented reality are changing automotive training.
Why today’s automotive professionals need skills beyond turning wrenches.
How the event is designed to serve everyone from first-year apprentices to experienced shop owners.
The ASTA Expo is evolving alongside the automotive industry. With expanded education, emerging technology, creative networking, and opportunities to connect with professionals across the industry, the event is designed to help attendees learn, adapt, and build relationships that move the industry forward.
Exclusive $25 off your ASTA Registration with Code: Results25
Register Here: https://astausa.org/buy-expo-tickets
remarkableresults.biz/e1104
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
Why ADAS Calibrations Are Being Ignored in Auto Repair Shops [THA 484]
Recorded live at the 2026 TST Big Event, host Carm Capriato sits down with shop owners and industry trainers Keith and Liz Perkins for a candid conversation about the evolving future of automotive repair. From the growing demand for private, hands-on training to the dangerous misconceptions surrounding vehicle calibrations, Keith and Liz share hard-earned insights from the front lines of the industry. They also pull back the curtain on how they successfully balance multiple businesses, a family farm, and life as entrepreneurial partners, all while staying deeply committed to technician development and industry advancement.
What You’ll Learn:
Why more shop owners are bringing trainers directly into their facilities for personalized, hands-on education
How the flat-rate pay system can unintentionally discourage accurate diagnostics and proper repairs
The critical importance of vehicle calibrations and why skipping them creates major safety concerns
A real-world story of how Keith and Liz challenged a dealership that failed to properly calibrate a vehicle after repairs
How Keith’s mobile diagnostics team operates as the “Navy SEALs” of the automotive industry, tackling the most complex repair challenges
The productivity systems, AI tools, and organizational habits that Keith and Liz use to manage multiple businesses and family responsibilities
Their perspective on partnership, marriage, and entrepreneurship, including why success is rarely a perfect 50/50 split
Updates from the NASTF board, including a new mobile app designed to simplify D1 security processes
This episode is a powerful reminder that professionalism in the automotive industry extends far beyond fixing vehicles. It requires continuous education, accountability, clear communication, and a commitment to doing the job correctly, even when it’s difficult or inconvenient. Keith and Liz Perkins demonstrate how technical excellence, strong systems, and true partnership can create lasting impact both inside and outside the shop.
remarkableresults.biz/a484
Detective Mind Mapping: A Forensic Approach to Automotive Diagnostics [RR 1089]
Recorded live at the TST Big Event 2026, host Carm Capriotto sits down with Andrew Fischer, shop manager at Cergizan’s Auto and Truck Repair in Northwest Indiana, and an industry trainer. Andrew shares his disciplined, process-driven approach to diagnostics, his passion for technician development, and why shop culture plays a defining role in long-term success. From daily habits to big-picture philosophy, this conversation is a roadmap for building more confident, capable technicians.
What You’ll Learn
Why committing to at least 40 hours of continuous education each year can dramatically reduce comebacks and improve shop performance
How to build learning into daily routines: whether through short practice sessions, webinars, or online training resources
The power of Standard Operating Procedures (SOPs) and why “going rogue” in diagnostics leads to inefficiency
How Andrew’s “detective mind mapping” technique helps technicians visually organize problems and accelerate accurate diagnoses
Why revisiting foundational knowledge is critical and how ego often prevents technicians from mastering the basics
How embracing failure strengthens diagnostic ability and builds real-world expertise
The importance of capturing and studying “known good” vehicle data to improve accuracy on future repairs
Great diagnostics is about discipline, process, and constant learning. Shops that invest in their people, reinforce foundational skills, and create a culture where failure fuels growth will not only solve problems faster but build stronger, more resilient teams.
TST Big Event: https://tstseminars.org/
remarkableresults.biz/e1089
Stop Leaving Money on the Table: How to Master Your Shop Management System [RR 1085]
Recorded live at VISION 2026, host Carm Capriotto speaks with Evis Husejnovic of NAPA TRACS about how shops can boost profitability and customer service by better using their shop management systems.
Husejnovic highlights that most owners use only 10–15% of their software, often missing key tools for managing operations. NAPA TRACS addresses this with hands-on support, user groups, and daily training.
The conversation also emphasizes a “treatment plan” approach to digital vehicle inspections, helping shops increase revenue through thorough, preventative maintenance rather than higher car counts. While technology has rapidly evolved, Husejnovic reinforces that auto repair remains a relationship-driven, “handshake” business, and shares how NAPA TRACS is helping train future technicians through partnerships with technical schools.
VISION Hi-Tech Training & Expo: https://visionkc.com/
Evis Husejnovic, Regional Sales Manager, NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/
remarkableresults.biz/e1085
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
General Service Technician Academy: Building Educational Foundation For Tomorrow’s Careers [THA 477]
Recorded live at VISION 2026, this episode highlights the General Service Technician Academy (GSTA), a two-day training program offered at VISION designed to build strong foundational skills for early-career automotive technicians. Host Carm Capriotto speaks with industry leader and shop owner Travis Troy and two young technicians who completed the program about how mentorship and structured training are shaping their careers.
The discussion emphasizes that great technicians are distinguished not by advanced tools alone, but by how well they execute fundamental skills. The GSTA curriculum covers essential, practical topics including OSHA training, lift safety, fluids and oil, tire safety and repair, alignments, thermal management (A/C), and hands-on electrical training.
The academy addresses a critical training gap in the industry through a hands-on learning model that encourages participants to learn it, practice it, and teach it, reinforcing both understanding and communication. Mentorship plays a key role in guiding young technicians who often face unclear career paths and discouraging workplace experiences, helping them build confidence, opportunity, and long-term direction.
Ultimately, the conversation reinforces a culture of continuous learning, highlighting that both new and experienced technicians benefit from revisiting the fundamentals to maintain safety, productivity, and professional growth in an increasingly high-tech automotive industry.
VISION Hi-Tech Training & Expo: https://visionkc.com/
remarkableresults.biz/a477
Future-Proofing the Automotive Industry: Consolidation, AI, and Career Evolution [THA 467]
The automotive industry is undergoing one of the most significant transformations in its history. In this episode, Cavan Robinson, VP of Operations for the Aftermarket at Vehlo, and Tony Mercury, VP of Revenue at Auto Shop Solutions, break down what shop owners need to understand—and act on—right now.
The conversation explores the rapid consolidation reshaping the aftermarket, from independent shops being absorbed into MSOs (multi-shop ownership) to major software platforms merging at an unprecedented pace. The discussion then shifts to how marketing is evolving beyond traditional SEO into Generative Engine Optimization (GEO) and Answer Engine Optimization (AEO), where a shop’s website—especially its FAQ content—becomes the trusted source AI tools use to deliver zero-click search results.
On the people side of the business, the episode addresses shop owner burnout, technician ghosting, and a critical reality: younger technicians increasingly view a shop’s technology, systems, and online presence as a measure of professionalism before deciding to apply.
Key takeaway: A successful modern shop is like a smart home—built on strong behind-the-scenes infrastructure, a polished and accessible front end, and leadership that understands the data driving the entire system.
remarkableresults.biz/a467
The Chicken or the Egg Trap: Hiring and Marketing for Auto Repair Shops [THA 466]
Recorded Live at AAPEX 2025, this episode tackles the classic “chicken or the egg” challenge for auto repair shop owners: should the focus be on marketing to generate work or recruiting technicians to handle it? The answer is simple—both. Sustainable growth requires managing two throttles at once: marketing and recruitment. Neither can be set and forgotten.
Key takeaways include reframing the role as a high tech career with clear advancement paths, adopting an “always be recruiting” mindset, and not judging candidates by resumes alone. Many capable technicians want to move but are emotionally stuck due to fear, loyalty, or past instability. Long-term retention depends on engagement and making employees feel like part of the business, not just workers in it.
Consistency is critical, as marketing and recruiting take time to gain traction and lose momentum quickly when stopped. A shop’s website should double as a recruiting tool, confidently showcasing employees, culture, and benefits.
Ultimately, the challenge lies in the demanding nature of shop ownership. Owners tend to protect what’s working instead of continually investing in the systems—marketing and recruiting—that ensure long-term stability and growth.
remarkableresults.biz/a466
Vehicle Service Experts: Resources, Strategy and Best Practices for Shops [THA 465]
Recorded live at AAPEX 2025, this episode features Tara Topel, the new president of Vehicle Service Experts (VSE), and Missy Stephens, Community Engagement Manager for the Auto Care Association.
The discussion highlights the rebranding of the Auto Care Association’s Car Care Professionals Network (CCPN) to VSE, reflecting the broader industry that includes heavy-duty vehicles.
Key initiatives include:
Resource Hub: An online center covering topics from shop coaching to ADAS best practices.
Industry Relevance: Translating Auto Care market data into actionable insights for shop planning.
Best Practices: The VSE council, currently 10–12 members, aims to grow to 15–20, compiling guidance on apprenticeships, ADAS, and more.
The episode also covers the Right to Repair movement. The association needs real-world examples where shops lacked access to data or support, to counter Congress’s claims. Shop owners can submit stories via a QR code on the Auto Care website and are encouraged to share their experiences by hosting legislators.
Get involved, share your experiences, and take an active role in shaping the policies that affect your shop and the entire industry.
https://www.autocare.org/networking-and-development/communities/car-care-professionals-network
https://www.repairact.com/
remarkableresults.biz/a465
The Aussie Connection: US and Australian Auto Repair Face Parallel Challenges [THA 464]
Recorded live at AAPEX 2025, this episode brings together leaders from Australia’s JAX Tyres & Auto to show just how closely the Australian automotive aftermarket mirrors the U.S. market. Featuring CEO Steve Grossrieder, franchise owner Dan Spiteri, future franchisee Will Attard, and Autoflow’s Chris Cloutier and Craig O’Neill, the conversation underscores shared global challenges—most notably the technician shortage—and the reassurance that the industry is moving along a parallel path worldwide.
Rather than chasing quick fixes, the discussion centers on culture-driven solutions: expanding diversity, building clear career paths and succession plans, and advocating for the industry at the grassroots level. JAX’s customer-first mindset is a recurring theme, with every team member accountable for the client experience and a strong emphasis on clear communication to help customers understand emerging technologies like ADAS.
With just under 100 stores, JAX avoids multi-franchise ownership, instead holding each franchisee accountable for the customer experience in their territory. The key takeaway is clear: in both Australia and the U.S., long-term aftermarket success depends on investing in people, strengthening culture, and maintaining an unwavering commitment to the customer.
remarkableresults.biz/a464
The Power of ASE Certification: 40% Better Productivity and 60% Fewer Comebacks [THA 463]
Recorded live at AAPEX 2025, ASE President Dave Johnson and AAPEX Shop of the Year winner Tom Palermo discuss the value, impact, and future of ASE certification. A major highlight: the U.S. Secret Service joined ASE on the AAPEX show floor, promoting technician careers and showcasing armored vehicles. Johnson notes that the Secret Service requires ASE certification for maintenance roles—proof that if it’s “good enough for the president’s car,” it matters for the whole industry.
Key topics include ASE’s updated test content based on real shop feedback, powerful data showing certification improves productivity and reduces comebacks and attrition, and the ongoing challenge of boosting consumer awareness. They also discuss increasing industry requirements for ASE, new certification efforts for Vehicle Security Specialists, and the continued push for professionalism in today’s high-tech automotive field.
remarkableresults.biz/a463
The Future of Automotive Services: Diversify or Get Left Behind [RR 1069]
Recorded Live at ASTA 2025, we explore the rise of the automotive specialist and why the industry needs a language shift—calling instructors “educators” instead of “trainers” to reflect the complex, continuing education modern technicians require.
We also dive into the mobile diagnostics and repair market, discussing strategies for growth, high-complexity work, and the investments needed to compete. Looking ahead, the industry faces a technological turning point by 2030, with new vehicle architectures and ADAS calibration requirements threatening shops that fail to keep up.
The episode closes by emphasizing the power of networking, connecting with peers, and staying ahead in a rapidly evolving industry.
remarkableresults.biz/e1069
Finding Joy in Your Business Again: The Shop Owner’s Comeback Story [THA 462]
Shop owners, are you feeling burned out or stuck in the grind? This episode is for you. Shop owners Jimmy Alauria and Dave Kusa dive into how to pause, reflect, and reignite your passion for the business you built.
Key takeaways:
Think Bigger: Grow your business beyond what you can manage alone—empower your team and expand your vision.
Evolve as a Leader: Stop being just a manager—step into the CEO role and watch your business thrive.
Culture Matters: Set the tone, share your dream, and build a positive environment your team can rally around.
Delegate & Recharge: Offload the hats you wear, hire strategically, and take time off to see the big picture.
Balance Family & Business: Set boundaries to protect both your shop and your relationships.
The truth? Falling in love with your business again starts with falling in love with your ability to lead it.
remarkableresults.biz/a462
The Value of Diverse Training at ASTA 2025: From Finance to Mental Health [RR 1068]
Recorded Live at ASTA 2025, Ryan Ragan, Executive Director of ASTA, discusses the explosive growth of the event, Ragan’s long-term vision, the wildly creative opening-night party, and the industry-wide push to elevate professional language in the automotive field.
Episode Highlights
Record-Breaking Growth:
ASTA 2025 moved to a larger venue and saw a 34–35% increase in registrations, reaching four-digit attendance. Ragan restructured the expo for better vendor ROI, including a shop-owner-only show-floor window on opening night. His biggest hurdle wasn’t logistics—it was convincing people that such a massive upgrade was even possible on a tight timeline. The payoff came when an attendee told him the show felt like the “SEMA of the East.”
“Out of This World” Theme:
ASTA’s first themed expo featured an alien-inspired opening night with a mechanical bull, giant dartboard, sumo matches (announced by Carm), and 10-ft champagne-serving aliens.
Education & Professionalism:
Ragan stressed the importance of ongoing training in an era where cars are “rolling computers.”
A major topic: shifting industry language—embracing titles like mechanical specialist to elevate professionalism and attract new talent.
Ragan hopes every attendee left with three things:
New knowledge to solve future shop challenges
A fun memory to brighten tough days
A new connection they can call for advice
remarkableresults.biz/e1068
People Love to Buy, They Don’t Like to Be Sold [RR 1067]
Recorded Live at ASTA 2025, Dutch Silverstein delivers a powerful reframing of how the automotive industry can approach customer interaction—shifting from high-pressure sales tactics to a relationship-first model built on the idea that ‘People Love to Buy. They Don’t Like to Be Sold.’
Advocates, Not Salespeople
Dutch’s relationship-based shop model stands in stark contrast to transactional sales environments.
No Salespeople: Dutch does not employ “salesmen,” he employs “advocates.”
Role of an Advocate: Advocates collaborate with customers to understand what they want for their vehicle and their long-term plans, then help design solutions that support those goals.
Eliminating Pressure: The shop enforces a strict “no pressure, ever” philosophy. There are no commissions, no sales quotas, no whiteboards, no competitive bonuses—removing any incentive that could create a conflict of interest.
The episode also dives into several controversial but important topics:
The need to revisit technician licensing, with Dutch arguing current standards are “window dressing.”
The flat-rate paradox, especially when contrasted with the younger generation’s desire for work-life balance rather than solely financial incentive.
Determining an optimal labor rate in a way that supports sustainability and talent retention.
The Takeaway
The conversation reinforces that effective sales—better yet, advocacy—are rooted in trust. When customers feel supported rather than sold to, they embrace their decisions with confidence. This shift from selling to serving creates a healthier, more sustainable customer experience and business model.
remarkableresults.biz/e1067
Rock Your Role: Creating an Experience Employees and Customers Cheer For [RR 1066]
Recorded Live at ASTA 2025, keynote speaker Jim Knight dives into leadership and organizational culture through his signature “edutainment” style—a high-energy blend of music, education, and hospitality. Knight is a professional speaker, writer, and former Head of Training and Development for over two decades at Hard Rock International, which he calls one of the “greatest cultures in the history of culture.”
Jim stresses that the most important responsibility of any leader is hiring the right person. Too often, leaders get distracted by product, pricing, or aesthetics, while the true differentiator is the human element. He recommends evaluating candidates through the Three C’s:
Competence – Can they do the job?
Character – Are they kind, respectful, and easy to work with?
Culture Fit – Do their values align with the organization?
Leaders who fail to make employees feel seen, heard, and appreciated, he warns, will continue to struggle with turnover.
remarkableresults.biz/e1066
Train the Trainer: Building an Industry Boot Camp for Automotive Educators [THA 459]
The automotive industry faces a growing crisis: as veteran trainers and educators retire, there’s no clear path for the next generation to replace them. Creating quality training is time-intensive — often taking months to develop just one class — and the personal sacrifices required have deterred many from stepping up.
This episode explores the urgent need to evolve automotive education, from rethinking long-form classes to developing shorter, high-impact sessions that better fit today’s learning styles. At the heart of the conversation is a proposed solution: an industry “Trainer Boot Camp” designed to teach aspiring educators not only technical knowledge but also the art of presentation — structure, flow, delivery, and audience engagement.
Another proposed solution is the creation of a Train the Trainers Scholarship to fund legacy educators like John Thornton and Scot Manna to design and lead this new initiative. Modeled after the WWE’s NXT Performance Center, the idea is to proactively cultivate new education “superstars” rather than waiting for them to appear on their own.
This is more than a conversation about teaching — it’s a call to action to preserve and reinvent the future of automotive education before the knowledge gap becomes irreversible.
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