Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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.

Jason Brennan, Fine Tune Auto Service, Lansing, IL and Hobart, IN.

Show Notes

• Watch Full Video Episode
• The Institute of Automotive Business Excellence: https://www.wearetheinstitute.com/
• Introduction (00:00:00)
• Transition from Plumbing to Automotive (00:02:05)
• Customer Service and Service Advisor Training (00:03:01)
• Training vs. Education in the Industry (00:05:15)
• Reputation Management (00:07:58)
• Daily Training and Rehearsal Practices (00:09:28)
• Improvements from Training and Peer Critique (00:12:17)
• Team Building and Individual Improvement (00:14:08)
• Teaching as Mastery and Knowledge Sharing (00:22:12)
• Defining Success and Perseverance (00:23:08)
• Peer Review and Networking Groups (00:25:16)
• Innovation and Customization in Business (00:29:36)
• Attracting and Hiring Smart People (00:30:05)
• Marketing Strategies for Shops (00:31:42)
• Organic Social Media and Community Building (00:33:32)
• Work-Life Balance and Turning Points (00:34:10)
• Joining Peer Groups and Business Turnaround (00:35:36)
• Leadership Development and Delegation (00:37:07) J
• Closing Reflections and Family Involvement (00:38:05)

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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

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

Connect with the Podcast:

• Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/
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• All books mentioned on our podcasts: https://remarkableresults.biz/books
• Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom
• Buy Me a Coffee: https://www.buymeacoffee.com/carm
• Special episode collections: https://remarkableresults.biz/collections
• The Aftermarket Radio Network: https://aftermarketradionetwork.com/
• Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
• Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
• Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
• The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
• The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/
• Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm

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

“‘As a younger shop owner, a struggling shop owner, it’s a lot to try and find and fix. The ultimate goal is to work on one thing at a time. How do you eat an elephant? One bite at a time.”

Recorded at the 2025 Institute Summit, discover the transformative power of coaching and accountability within the automotive repair industry. Jennifer Hulbert and Aaron Woods, facilitators of the Institute’s performance groups, share insights on how peer support and leadership development can drive significant improvements in shop owners’ businesses. They emphasize the importance of personal growth, strategic focus, and the ripple effect of better business practices on employees and communities.

Jennifer Hulbert, Service Plus Automotive, Calcium, NY. Institute for Automotive Business Excellence. Listen to Jennifer’s previous episodes HERE

Aaron Woods, X-tra Mile Auto Care, Stillwater, OK. Institute for Automotive Business Excellence. Listen to Aaron’s previous episodes HERE

Show Notes

• Watch Full Video Episode
• The Institute of Automotive Business Excellence: https://www.wearetheinstitute.com/
• Guest Introductions (00:00:00)
• The Role of Coaching (00:02:12)
• Personal Transformation Through Groups (00:03:11)
• Collective Accountability (00:05:06)
• Transformation in Leadership (00:06:06)
• Growth vs. Improvement (00:07:43)
• Removing Limitations (00:08:58)
• Building Leaders (00:09:04)
• Shared Experiences in Accountability (00:10:52)
• Chosen Family Dynamics (00:15:41)
• The Importance of Support (00:16:24)
• Networking Group Realities (00:18:24)
• The Importance of Internal Motivation (00:18:41)
• Lessons from the Burro (00:19:33)
• Facilitator Challenges (00:20:44)
• Self-Responsibility in Coaching (00:21:20)
• Understanding Shop Ownership (00:22:29)
• Taking the First Step (00:23:08)
• Aaron’s Transformation Story (00:23:15)
• The Power of Exposure (00:28:39)
• The Journey of Learning (00:32:39)
• Starting Point for Improvement (00:34:10)
• The Importance of Production Management (00:36:11)
• Key Issues in Sales and Margin Management (00:36:44)
• Factors Influencing Shop Success (00:36:58)
• Facilitator’s Rewarding Experience (00:38:03)
• Impact of Group Collaboration (00:38:29)
• The Spiderweb Effect on Society (00:40:15)
• The Importance of Coaching and Networking (00:40:26)
• Benefits of Group Processes for Employees (00:41:15)

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Connect with the Podcast:

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

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

-Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

-Follow on X: https://twitter.com/RResultsBiz

-Visit the Website: https://remarkableresults.biz/

-Join our Insider List: https://remarkableresults.biz/insider

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

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

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

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/

Recorded at the 2024 Automotive Aftermarket Retailers of Ontario (AARO) Business Management and Lindertech Training Trade Show, join the discussion about the unparalleled camaraderie, local business support network, lifestyle changes, and management strategies shared among automotive business peers. These automotive industry leaders showcase the value of having a contingency plan and the impact of personal and professional transformations over the years.

Mark Bergasse, Mark’s Auto Service, Ontario

Glen Colling, Eastside Auto Service, Ontario

Carlo Sabucco, Sil’s Complete Auto Care Centre, Ontario, Carlo’s previous episodes HERE.

Show Notes

• Watch Full Video Episode
• Automotive Aftermarket Retailers of Ontario (AARO): https://www.aaro.ca/
• RR 341: Friends First-Competitors Second: https://remarkableresults.biz/remarkable-results-radio-podcast/e341/
• Mark’s Heart Attack Incident (00:02:29)
• The Impact of Local Networks (00:05:38)
• Competitive Yet Collaborative (00:06:49)
• Shared Customers and Support (00:09:10)
• Leadership and Team Dynamics (00:10:00)
• Changes After the Heart Attack (00:11:30)
• Mark’s Recovery and Moving (00:16:49)
• Implementing Systems (00:19:07)
• Continuity Planning (00:20:10)
• Personal and Corporate Wills (00:21:02)
• Importance of Coaching (00:21:47)
• Marketing Passion (00:24:41)
• Team Acknowledgment Practices (00:26:11)
• Balancing Strengths and Weaknesses (00:29:59)
• Long-term Business Goals (00:30:50)
• The Family Business Legacy (00:31:53)
• Future Ownership Plans (00:32:19)
• Unique Relationships Among Shop Owners (00:32:43)
• Depth of Trust in Business (00:33:13)
• Importance of Personal Connections (00:34:41)
• Trust as a Foundation (00:35:54)
• Lifestyle Changes After Health Scare (00:36:59)
• Navigating Dietary Restrictions (00:37:38)
• Cooking Tips and Culinary Adventures (00:39:06)

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Auto-Fix Auto Shop Coaching

Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/Connect with the Podcast:

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

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

-Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

-Follow on X: https://twitter.com/RResultsBiz

-Visit the Website: https://remarkableresults.biz/

-Join our Insider List: https://remarkableresults.biz/insider

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

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

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Recorded at the 2024 Automotive Aftermarket Retailers of Ontario (AARO) Business Management and Lindertech Training Trade Show, discover how simply attending meetings can significantly improve net profit, the impact of cost management, and tips on leveraging technology for business efficiency.

Murray Voth, RPM Training. Listen to Murray’s previous episodes HERE. murrayvoth@rpmtraining.net

Show Notes

• Watch Full Video Episode
• Automotive Aftermarket Retailers of Ontario (AARO): https://www.aaro.ca/
• Importance of Attendance (00:02:04) Discussion on how missing educational events can lead to lost opportunities and profits.
• Value of Showing Up (00:03:05) Murray emphasizes the connection between attendance and improved business performance.
• Networking and Community (00:04:39) The significance of in-person meetings for building relationships and sharing knowledge.
• Learning from Group Sessions (00:05:23) Murray shares insights on the benefits of participating in group coaching sessions.
• Addressing Intimidation in Coaching (00:07:50) Discussion on how some individuals feel intimidated and hesitant to participate in coaching.
• The Need for Continuous Learning (00:10:59) Carm stresses the importance of seeking expert guidance and accountability in business.
• Coaching Styles and Techniques (00:11:53) Murray contrasts different coaching approaches and their effectiveness in the industry.
• Utilizing Technology for Coaching (00:13:28) Murray discusses the transition to online coaching and the importance of Google Business Profile.
• Engagement in Virtual Meetings (00:14:17) The effectiveness of screen sharing and virtual meetings in enhancing learning experiences.
• Introduction to Collaboration Tools (00:15:54) Discussion on using screen sharing and collaboration tools for knowledge sharing among automotive shop owners.
• Resources for Business Improvement (00:18:58) Introduction to automotive management network resources such as SOPs and checklists for business advancement.
• Note-Taking and Organization (00:20:00) Personal experiences with note-taking and strategies for managing notes effectively in a business context.
• Using Google Docs for Accountability (00:23:22) How Google Docs can facilitate accountability by allowing team members to log and review action plans collaboratively.
• Networking and Community Support (00:27:02) Encouragement for members to utilize networking tools like Slack for better communication and support among peers.
• Understanding Employment Law (00:30:33) Insights into Canadian employment law regarding severance and the importance of having employment contracts to protect business owners.
• Understanding Severance Costs (00:32:12) Discussion on the financial impact of severance costs and the importance of understanding net income.
• Calculating Impact on Sales (00:33:13) Exploration of how to calculate necessary sales to cover losses in the automotive industry.
• Networking and Sharing Solutions (00:34:11) Importance of sharing experiences and solutions among peers in overcoming business challenges.
• Expense Management Insights (00:35:09) Discussion on the need for better focus on expense management in business operations.
• Insurance and Expense Comparisons (00:36:02) Sharing strategies for managing insurance and other recurring expenses effectively.
• Planning Expense Discussions (00:37:35) Proposal to plan discussions on key expenses in future meetings for better financial management.
• Setting Budgets and KPIs (00:38:27) Discussion on the importance of setting budgets and KPIs for various business expenses.
• Normalizing Income Statements (00:39:18) Explanation of how to clean up income statements for accurate financial analysis.

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR

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

Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com

Connect with the Podcast:

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

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

-Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

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-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

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

Explore key leadership archetypes like the Motivator, the Builder, and Servant Leadership. Our panel shares the must-know strategies for effective communication, team building, and personal growth. Plus, they highlight the power of peer groups, continuous learning, and adapting your leadership style to different situations. This episode is perfect for shop owners, managers, and anyone in the automotive repair industry who’s ready to improve their leadership skills.

Andrew Marcotte, American Pride Automotive, 5 locations, Virginia. Andrew’s previous episodes HERE

Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE

David Askwith, Managing Director, Auto Stream Car Care, MD. David’s previous episodes HERE

Show Notes

• Watch Full Video Episode
• Importance of Leadership (00:02:46) Andrew discusses how leadership impacts personal and professional spheres, emphasizing its ripple effect.
• Leadership Archetypes (00:03:05) Andrew introduces five main leadership archetypes: motivator, builder, accountability, example, and servant leadership.
• Learning Leadership (00:05:01) Carm stresses that leadership can be learned and encourages listeners to engage with uncomfortable concepts.
• Earning Leadership (00:06:03) Jon explains that leadership is earned through influence, not just given by title.
• Adapting Leadership Styles (00:06:56) Andrew discusses the importance of adapting leadership styles to individual team members for effective influence.
• Intrinsic vs. Extrinsic Motivation (00:09:01) The panel discusses the difference between external motivators and internal drives for employee engagement.
• Effective Motivation Strategies (00:10:12) The importance of understanding individual motivations beyond financial incentives is emphasized.
• Communication in Leadership (00:12:22) Carm highlights the necessity of active listening and communication in understanding team members’ needs.
• Onboarding and Communication (00:13:15) Jon stresses the importance of consistent communication during onboarding to understand new team members.
• Impact of Strong Leadership (00:14:14) Andrew shares a story illustrating how strong leadership can transform team performance dramatically.
• Building Confidence in Team Members (00:17:37) Discusses the importance of nurturing team members’ self-image and confidence for their growth.
• Balancing Visionary and Integrator Roles (00:18:45) Explores the duality of being a visionary and an integrator in leadership.
• Importance of Continuous Learning (00:19:09) Emphasizes the need for leaders to seek new information and stay educated.
• Growth Mindset in Leadership (00:20:43) Highlights the significance of a growth mindset for effective leadership and team development.
• Avoiding Staleness in Leadership (00:21:34) Discusses the risk of leaders becoming repetitive and the need for fresh insights.
• High-Impact Leadership (00:22:17) Focuses on maximizing impact in leadership through disciplined time management and continuous education.
• Seeking Knowledge from Multiple Sources (00:23:43) Encourages leaders to gather insights from various experiences and learning opportunities.
• The Importance of Communication (00:24:01) Discusses the critical role of effective communication in maintaining team morale and cohesion.d.
• Feedback and Self-Improvement (00:27:16) Emphasizes the necessity of seeking feedback for personal and organizational growth.
• Surrounding Yourself with Challenging Peers (00:29:33) Discusses the dangers of surrounding oneself with “yes men” and the value of honest feedback.
• Intent vs. Impact in Leadership (00:31:05) Examines the complexities of social interactions between leaders and team members.
• Navigating Success Disparities (00:33:03) Highlights the challenges of varying levels of success within a team and its impact on dynamics.
• Credibility in Leadership (00:35:15) Emphasizes the need to publicly praise and empower leadership teams for better organizational credibility.
• 360 Feedback Importance (00:36:18) Highlights the significance of anonymous 360 feedback in assessing leadership effectiveness and organizational trust.
• Servant Leadership Concept (00:38:48) Introduces servant leadership as a model that requires connection and understanding of team needs.
• Continuous Self-Improvement (00:40:29)
  Encourages seeking training and peer groups for personal and professional growth in leadership.
• Evolving Leadership Roles (00:43:25) Discusses the necessity of adapting roles within a business to foster growth and effective leadership.
• Tough Decisions in Leadership (00:44:05) Stresses the importance of making difficult choices, such as letting go of toxic employees for organizational health.

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Auto-Fix Auto Shop Coaching

Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/Connect with the Podcast:

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

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

-Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

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-Follow on X: https://twitter.com/RResultsBiz

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-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

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

Join our panel of shop owners as they discuss the worst advice they’ve received in the automotive business: “Be the cheapest in town; it will get you more business.” “Don’t give a price over the phone.” “Don’t get personal.” “DVI’s are not worth the extra time.” “You’ll never make it because you’re too honest.” “Don’t hire a business coach.”

Bill Nalu, Interstate Auto Care, Madison Heights, MI. Listen to Bill’s previous episodes HERE.

Judy Zimmerman Walter, Zimmerman’s Automotive, Mechanicsburg, PA. Listen to Judy’s other episodes HERE.

Jesse Matthews, Matthews Mobile Mechanic LLC. Listen to Jesse’s other episodes HERE

Brian Winograd, Broadway Transmissions and More, Red Lion, PA

Show Notes

• Watch Full Video Episode
• Judy’s Experience with Cheap Advice (00:02:57) Judy shares her father’s experience with advice to be the cheapest to attract customers.
• Bill’s Perspective on Pricing (00:03:47) Bill discusses the pitfalls of being the cheapest and the importance of quality over price.
• Brian’s Insights on Industry Standards (00:06:29) Brian emphasizes the value of hiring professionals for quality work in any industry.
• Communication of Value (00:10:46) Brian highlights the need for better communication of the value provided to customers.
• Jesse’s Coaching Advice (00:12:22) Jesse recounts his father’s skepticism about business coaching and the importance of seeking guidance.
• Brian on the Value of Websites (00:14:03) Brian recalls being advised against investing in a website, which he later found invaluable.
• The Inner Business Person (00:16:44) Carm discusses the concept of the “inner business person” and its importance in business growth.
• Judy’s Advice on Competition (00:17:47) Judy shares a piece of dubious advice about removing competitors’ oil stickers, highlighting ethical concerns.
• Shop management systems (00:18:28) Discussion on the significance of effective shop management systems for profitability and efficiency.
• Handling customer inquiries about pricing (00:20:45) Exploration of the complexities surrounding giving prices over the phone and customer engagement.
• The art of conversation with customers (00:21:04) Emphasis on the need for better communication skills to engage customers effectively.
• The value of customer trust (00:22:45) Discussion on how to build customer trust and the importance of in-person interactions.
• The role of visual aids in service (00:26:12) Highlighting the effectiveness of visual aids in explaining vehicle issues to customers.
• Customer misconceptions about vehicle maintenance (00:27:20) Addressing common customer beliefs about car longevity and the need for regular service.
• The value of coaching in business (00:28:30) Discussion on the advantages of hiring coaches for personal and business growth.
• Mentorship groups as a resource (00:31:34) Exploring the benefits of mentorship groups for shop owners seeking guidance and support.
• Accountability in coaching (00:34:35) The importance of having a coach who holds you accountable for your business actions.
• Discussion on Humility and Growth (00:34:48) Brian shares his journey of learning humility and the importance of accepting advice for personal growth.
• Confession and Reflection (00:37:12) Carm acknowledges Brian’s confession about recognizing personal issues as a barrier to success.
• Advice on Social Media (00:37:49) Carm warns against seeking advice on social media, emphasizing it can lead to poor decision-making.
• Critique of Low Pricing Strategies (00:38:21) Judy discusses the dangers of lowballing business prices to attract customers, advocating for value instead.
• Integrity in Business Practices (00:39:15) Brian reflects on the importance of honesty in business, sharing a personal story about integrity.
• Finding Mentorship and Growth (00:41:47) Jesse emphasizes the value of mentorship and learning from various sources to improve business practices.
• Shift from Training to Education (00:43:10) Carm proposes changing the terminology from “training” to “education” to enhance the learning experience.
• Personal Investment in Business (00:44:25) Bill stresses the importance of taking business personally and aligning it with core values for success.
• Educating Customers (00:46:06) Carm concludes with the need to educate customers about services rather than simply responding to their demands.

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Auto-Fix Auto Shop Coaching

Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/Connect with the Podcast:

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

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

-Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

-Follow on X: https://twitter.com/RResultsBiz

-Visit the Website: https://remarkableresults.biz/

-Join our Insider List: https://remarkableresults.biz/insider

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

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

Thanks to our Partner, NAPA Auto Care

Michael Smith discusses the need for a language and mindset shift to elevate the perception of automotive professionals. The conversation highlights the transition from viewing independent shops as “mom and pop” operations to recognizing them as sophisticated businesses led by “solopreneurs” or “mechanical and technology specialists.” Michael also introduces the concept of psycholinguistics, explaining how the words we use shape our beliefs and self-perception. For instance, identifying oneself as a “mechanic” can reinforce a limited self-image, trapping individuals in a cycle that hinders growth and innovation. To break free from this cycle, there must be a conscious effort to change the language used within the industry.

Michael Smith, The Institute. Michael Smith’s previous episodes HERE

Show Notes

• Watch Full Video Episode
• The Rise of the Mechanical and Technology Specialist: https://remarkableresults.biz/rise/
• Discussion on Leadership and Inspiration (00:01:32) Carm discusses a leadership course Michael conducted that inspired daughter Tracy to take initiative. https://www.wearetheinstitute.com/upcoming-events
• The Rise of the Mechanical and Technology Specialist (00:03:06) Carm introduces his declaration on evolving industry language and its impact on professionalism.
• Mindset Shift in the Automotive Industry (00:04:53) Michael emphasizes the need for a mindset shift to elevate the automotive industry’s perception.
• Changing the Narrative (00:06:39) Carm and Michael discuss the importance of changing internal and external narratives about the industry.
• Language Shift from Mom and Pop (00:08:54) Carm critiques the term “mom and pop” and advocates for a more respectful language.
• The Evolution of Industry Perception (00:10:00) Michael discusses how industry language reflects the evolution of independent shops.
• Value Beyond Fixing Cars (00:11:30) Michael stresses the broader contributions of automotive professionals to society and safety.
• Introducing the Term ‘Solopreneur’ (00:12:02) The term “solopreneur” to better represent independent shop owners.
• Challenges for New Owners (00:13:14) Michael explains the transition challenges faced by new shop owners from technician roles.
• Preparing for Industry Changes (00:14:02) Michael emphasizes the importance of readiness for upcoming industry changes and challenges.
• Carm’s Keynote on Language Shift (00:14:52) Carm shares his experiences delivering keynotes on the importance of language in the industry.
• Psycholinguistics and Language Impact (00:16:12) Discussion on how language shapes self-perception in the automotive repair industry.
• Intentional Language Change (00:17:52) Emphasis on the need for a conscious effort to shift industry language.
• Language and Industry Perception (00:19:34) The importance of using industry-specific language to elevate professional perception.
• Cultural Shift in Automotive Industry (00:20:22) The need for a cultural transformation to enhance the industry’s value.
• Private Equity Language (00:25:06) Understanding private equity language to effectively negotiate and present value.
• Foundational Business Principles (00:27:12) Highlighting the necessity of solid business fundamentals for sustainable success.
• Transferable Value in Legacy (00:30:02) The importance of creating transferable value for legacy and future generations.
• The Value of Boomer-Owned Shops (00:32:03) Discussion on the lack of transferable value in many boomer-owned automotive shops.
• Creating Transferable Value (00:32:26) A shop owner’s concern about the feasibility of building transferable value at 60 years old.
• Preparing the Next Generation (00:33:45) Emphasizing the need to equip successors with knowledge for future industry challenges.
• The Path to Mastery (00:35:27) Understanding that mastery involves continuous learning and humility in recognizing what we don’t know.
• Change Agents in the Industry (00:36:32) Exploring how early adopters drive change within the automotive repair industry.
• Unique Value Proposition (00:38:28) Importance of having a clear value proposition to succeed in a competitive landscape.
• The Complexity of Automotive Repair (00:40:12) Discussing the increasing complexity of the automotive repair industry compared to other trades.
• Language and Mindset Shift (00:41:52) The need for a language change to elevate the perception and expectations within the industry.
• Existential Questions for Business Owners (00:43:39) Encouraging shop owners to reflect on their purpose and legacy in the industry..
• Encouragement to Shift Language (00:48:19) The importance of stepping away from common industry language to redefine personal and professional narratives.
• Self-Reflection and Behavior (00:49:03) Michael highlights the connection between self-talk and behavior, urging deep personal reflection on one’s language about the industry.

Thanks to our Partner, NAPA Auto Care

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

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Show Notes

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR

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

Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com

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In this Mastermind style podcast episode of the Aftermarket Radio Network’s Town Hall Academy, host Carm Capriotto discuss the significance of training, customer loyalty, and the challenges of business expansion. Matt Wagg, AJ Nealy, and John Long share their experiences investing in their teams’ development, creating memorable customer experiences, and the personal growth required for successful leadership. They also delve into the complexities of scaling from a single shop to multiple locations, discussing the importance of readiness, strategic planning, and learning from both successes and failures in the expansion process.

Matt Wagg, Accelerated Diagnostics and Automotive, Bennington, NE

AJ Nealey, Nealey Auto and Tire, 5 Locations, Edgewater, Deale, Owings, Pasadena, and Rockville, MD

John Long, Total True Automotive, 3 Location MSO, Shertz, and New Braunfels, TX

Show Notes:

• Watch Full Video Episode
• Matt Wagg’s journey (00:00:39) Matt Wagg shares his journey into the shop business, including his business plan and speaking at a college.
• AJ Nealy’s experience with the podcast (00:01:08) AJ Nealy discusses his experience with the podcast and his approach to business.
• Earning customer loyalty (00:05:14) The panel discusses the importance of earning customer loyalty and creating memorable experiences.
• Creating a positive customer experience (00:07:08) The panel talks about creating a positive customer experience and the importance of communication.
• Unexpected extras for customers (00:10:13) John Long shares examples of unexpected extras for customers, such as giving out stuffed animals and matchbox cars.
• Investment in training and loyalty (00:13:33) AJ Nealy and Matt Wagg discuss the investment in training and the impact on employee loyalty.
• The impact of closing for training (00:15:46) The positive impact of closing for training on staff and customer perception.
• Empowering employees through training (00:16:45) The importance of empowering employees through training and the impact on customer and employee satisfaction.
• The importance of operational excellence (00:22:23) The focus on operational excellence, cross-training, and creating a consistent guest experience.
• Leadership and business growth challenges (00:26:12) Challenges faced in leadership, business growth, and the need for personal and professional development.
• Adapting to leadership role and business redefinition (00:28:02) The need for redefining the role as a leader, making difficult choices, and redefining business operations.
• Growth and future business plan (00:31:29) Discussion on surpassing business plan goals, the need to plan for the future, and the desire to spread skills to the community.
• The feeling of going from 1 to 2 (00:32:09) Exploring the decision to expand from one to multiple stores and the passion and drive required.
• Preparation and access to capital (00:32:37) The importance of being ready with processes, systems, and access to capital before expanding to multiple locations.
• Different approaches to expansion (00:34:23) Considerations and challenges of different approaches to expanding, such as new build, brownfield, or acquisition.
• Challenges and surprises in expansion (00:37:06) Challenges faced in opening new locations, including marketing, demographics, and unexpected surprises.
• Learning from mistakes and failures (00:39:53) The importance of learning from mistakes and failures in the process of expanding and growing the business.
• Adapting to different store cultures (00:42:42) Understanding the differences in store cultures and leadership styles as businesses expand to multiple locations.

Thanks to our Partner, NAPA TRACS

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

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Dane and Cathy Bailey discuss their transition from a franchise to independent operators, the importance of trust and reputation, and their unique approach to customer relations. The Baileys emphasize the significance of creating a welcoming environment, particularly for female clients, and the role of personalized gestures like thank-you baskets and branded gifts in building lasting relationships. They also explore the parallels between the automotive and real estate industries, highlighting the importance of professionalism and quality service.

Cathy and Dane Bailey, Auto Experts, Colleyville, TX.

Show Notes

• Watch Full Video 
• Transitioning to Independent Operators (00:02:19) Dane and Cathy’s journey of transitioning from a franchise to independent operators and finding support through mastermind groups.
• Role of Coaches in Business (00:04:23) The importance of coaching and advisors in business, drawing parallels with sports coaching.
• Business Growth and Revenue (00:06:20) Discussion of the significant revenue growth of Auto Experts over the years and their marketing strategies.
• Transition from Consulting to Automotive Industry (00:07:48) Dane’s transition from a consulting career to the automotive industry and the factors that led to this decision.
• Client Experience and Marketing (00:09:23) Cathy’s role in marketing and creating a positive client experience at Auto Experts.
• Female Clientele and Trustworthiness (00:15:25) The welcoming and trustworthy environment at Auto Experts that has attracted female clientele.
• Importance of Trust in Customer Relations (00:16:23) The significance of trust and comfort in customer relations, particularly in a male-dominated industry.
• The need for transparency and thoroughness (00:17:48) Discussion on the importance of inspections and transparency in the automotive industry.
• Challenges and changes in business operations (00:18:12) Adapting to new industry standards and overcoming challenges in implementing changes.
• The value of comprehensive inspections (00:20:20) Emphasizing the importance of comprehensive inspections and customer feedback.
• Pricing and benefits of inspections (00:21:44) Explaining the pricing and benefits of different inspection services offered by the shop.
• Importance of continuous learning and business operations (00:23:24) Learning from industry experts and implementing modern business practices.
• Responsibility and trust in the automotive industry (00:27:22) Emphasizing the responsibility and trust required in the automotive business.
• Expanding business and earning trust (00:31:04) Discussing plans for business expansion and the importance of earning and maintaining trust.
• Building relationships and trust in real estate (00:34:13) Explaining the role of trust and relationships in the real estate industry and its relevance to the automotive business.
• Auto Repair Leads (00:35:43) Discussion on acquiring leads through real estate connections and building trust with potential clients.
• Client Appreciation (00:37:21) Use of modern CRM technology, follow-up calls, and personalized thank-you baskets for clients.
• Website Design and Marketing (00:40:17) Collaboration on website design, professional photography, and videography for business promotion and client engagement.

Thanks to our Partner, NAPA Auto Care

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

Connect with the Podcast:

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

Thanks to our Partner, Dorman Products.

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

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Show Notes

Thanks to our Partner, NAPA Auto Care

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

Connect with the Podcast:

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

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

-Follow on Twitter: https://twitter.com/RResultsBiz

-Join our Insider List: https://remarkableresults.biz/insider

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

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

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

Show Notes

Thanks to our Partners, AAPEX and NAPA TRACS

Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 – Nov 2, 2023, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR

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

Connect with the Podcast:

-Join our Insider List: https://remarkableresults.biz/insider

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

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

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