Do wages today support the tools technicians need? What are they spending? Are owners using tool purchase programs for their employees? Andy Bizub from Midwest Performance Car, Chicago, shares his perspective on tool programs in his shop. Andy also discusses his experience at Jocko Willink’s ‘Echelon Front’ Muster conference that he is sending his people to and why it is ‘next level’ training.

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Andy Bizub, Midwest Performance Cars, Chicago and Northbrook, IL. Listen to Andy’s previous episodes HERE.

Key Talking Points

• Tool purchase/reimbursement/credit program is a retention tool for the shop
• Interest-free “loans” to techs for tool purchases are effectively zero net cost
• Having the tech buy their own tools through your program keeps them invested in themselves, their career, and in the shop
• Payback through hour deductions has to comply with minimum wage laws.
• EVERYONE in your organization can have the opportunity to lead in some way, to the great benefit of the whole organization- echelonfront.com,
• Leadership can be taught and coached  
• Leadership involves subordinating your ego. It’s not about “my way or the highway”
• Enthusiasm for the future- Teslas and EVs are an opportunity and not a threat
• Get your employees in the mindset that they are able to lead in their areas of expertise

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Important Books

Check out today’s partners:

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com

Have you ever experienced the butterflies in your stomach when you start a new job? You arrive on the first day and feel lost as surrounding employees are busy at work.  What is your onboarding process for new employees? How do you make their first day efficient, comfortable and welcoming? Listen to learn just one thing and commit to finetuning your onboarding process

Watch the Episode on YouTube

AJ Nealey, Nealey Auto Service, Edgewater, MD. Listen to AJ’s previous episodes HERE

Sam Craven, The Garagisti, Houston, TX. Listen to Sam’s previous episodes HERE.

Edgar Reyes, Service Director, Schertz Auto Service, Schertz, TX.  Listen to Edgar’s previous Episodes HERE

Key Talking Points

• You always want to make sure that your customers have a great experience, especially if it’s the first time that customer is in our shop, so why do we not make sure we do the same with our internal customers?
• Start the onboarding at the last step of the interview
• Listen for unsaid things- Why are they leaving? What didn’t they like? “Tell me more” and listen 
• Create a meaningful connection
• “Be interested, not interesting” 
• Trust your existing employees as they collaborate and give feedback on the new employee
• Try to get them training before they start on day one, so they can be as productive as possible on their first day
• Set expectations early, hold accountable
• Multi-step interview process
• “You want reality to be better than the brochure” Set expectations early, hold accountable
• Use technology to your advantage- send an offer letter and paperwork ahead of time, email set up, tablet, passwords/logins, accounts google docs, messaging, etc (Gusto)
• Employees want to know what you do for your team members, culture, 
• “Culture beats strategy.” 
• “Do you have any questions for me?” on a phone interview
• You are not hiring a robot, you are hiring a person. That person has interests, likes, and dislikes, preferences on things that may not matter to you but matter to them. Do you know what they like to be called? Do you know if they are allergic to something or do not like a certain food? If you are looking for successful onboarding, you have to care about the person before anything else. As always, people come first.

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Aftermarket Radio Network

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Important Books

Check out today’s partners:

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com

Guest host and a shop tour with Brett Beachler, Beachler’s Vehicle Care & Repair, Peoria, IL. Find out how Brett’s team seamlessly communicates between both buildings and their streamlined processes.

Watch the Episode on YouTube

Key Talking Points

• Main 5 bay shop built in the 70’s- built second building behind it as an oil change location and designated advisor area
• Logistics/communications- ‘Softros’ is a simple instant messaging program, minimization of ‘sideways energy’ talking between advisors and technicians. Detailed descriptions, all 18 computers have the program
• Headpieces with all employees with phone system- shortcuts with singular buttons
• Stand-alone customer service and advisor ‘pod’ for final close sale checkout
• Listen to Brett’s previous episodes HERE

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Important Books

Check out today’s partner:

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

Guest host and a shop tour with David Friend, Mobile Tech, Wilmington, NC. Get a tour of David’s 50,000 sq ft building, including a training facility. He has been an early adapter of ADAS since 2015 and has a professional to professional auto supply business.

Watch the Episode on YouTube

Key Talking Points

• 50,000 square foot facility with training facility included with 12 lifts
• 2 brick and mortar locations along with 2 mobile vans
• ILM Auto Supply– Professional to professional services. ILMautosupply.com to register. 
• Aging technicians- finding a new role as mentor
• In the works- 2-year apprentice program based on STEM program, generalized foundation to build on, using aftermarket and OEM equipment etc
• ADAS- early adopter in 2015/2016
• “Adapt and Overcome”

Connect with the Podcast:

Aftermarket Radio Network

Subscribe on YouTube

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Become an Insider

Buy me a coffee

Important Books

Check out today’s partner:

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

Guest host and a shop tour with Amanda Drake, C & C Automotive, Augusta, GA. Amanda is passionate about growth through mergers and acquisitions. Take a tour of their 15,000 ft location which was a strip mall.

Watch the Episode on YouTube

Key Talking Points

• Growth- 5 locations, looking to close 6th location
• Flagship store- 35 bay location, 
• Passion- growing through acquisitions and expanding to other outside cities, giving shop owners the opportunity to retire
• Challenges- many owners know how to fix cars but don’t know how to lead a team, read finances, and grow business
• Advice for selling- get your financials in order, work with CPA, lease agreement, document the value of equipment, know how much inventory you keep, start making connections with potential buyers years in advance

Connect with the Podcast:

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

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Become an Insider

Buy me a coffee

Important Books

Check out today’s partner:

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

Guest hosts and a shop tour with Henry Rose and Jeff Scruggs, Scruggs Automotive Repair, Buffalo, NY. Find out why cleanliness matters and how to implement it within your business. Plus, get an inside look at their new Annex location across the street.

Watch the Episode on YouTube

Key Talking Points

• “If you’re always cleaning, you’re never cleaning.”
• 6th location is opening across the street from Abbott Rd location- fleet work will be moved into the new building
• It’s all about efficiency, productivity, and minimizing walking distance
• Scrap is picked up on a weekly basis. Tires are picked up on a monthly basis. Anything that is in the shop is utilized. If it’s not utilized, they get rid of it

Connect with the Podcast:

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

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Become an Insider

Buy me a coffee

Important Books

Check out today’s partner:

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

Show Notes:

• Requires 40 hours of training a year from his techs, service advisors, and owners
• Bill provides private training that brings his classes to 6 students to one trainer
• The power of networking
• The team is picking their classes and they are getting ready to split the group to provide advanced classes.
• Their techs average tenure is 8 years. Bill believes they stay because of the training they can’t get anywhere else. Their training program is a long-term commitment.
• Works with other shops in the area to spread the cost
• Pays a bonus each December based on the actual number of hours trained. A make your own Christmas bonus.
• Keeps a resume on all training completed
• Displays a picture goal board for every team member
• Paperless operation
• A welcome board in the lobby with all customers who are coming in that day 
• Key tags provide status to technicians
• 17 bays – 5 Technicians
• Green – Yellow – Red Light signifies the progress of workflow in the shop
• Eight loaner cars

Connect with the show:

Aftermarket Radio Network

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Important Books

Check out today’s partner:

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

• Guest host Rob Merwin from Aftermarket Matters will share news on the number of shops that closed as a result of Covid-19 and the advance of mobile repair.
• Charlie Marcotte from American Pride in Virginia gives you a tour of his four shops. He stresses processes, systems, and sameness between all facilities.

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

• Guest host, Rena Rennebohm, CEO Empowered Advisor. Rena’s previous episodes HERE
• Virtual shop tour with Carl Hutchinson from Complete Automotive, Springfield, MO. Carl’s previous episodes HERE
• Trivia Challenge: What year were the first electric door lock and adjusted side mirror introduced respectively?

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

• Guest host, Steve Finzel, Finzel’s Mastertech, Terre Haute, IN. Steve’s previous episodes HERE
• Virtual shop tour with Sara and Chad Kooiman, Ultimate Auto, Sioux Falls, SD.
• Trivia Challenge: What year did the first “Soccer Mom” minivan debut?

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

• Guest host, Brittany Schindler, Rod’s Japanese Auto Care, Bellingham, WA. Brittany’s previous episodes HERE
• Virtual shop tour with Bruce Howes, Atlantic MotorCar Center, Wiscasset, ME. Bruce’s previous episodes HERE
• Trivia Challenge: What was the first car fitted with an alternator rather than a direct current dynamo?

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

• Guest host, Aaron Woods, Extra Mile Auto Care, Stillwater, OK. Aaron’s previous episodes HERE
• Virtual shop tour with Emily Chung at AutoNiche in Markham, ON. Emily’s previous episodes HERE
• Trivia Challenge: The Peanuts Characters Were First Animated in 1960 for What Automotive Brand?

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

• Guest host, Kevin Eckler from Foreign Car Specialists, Poughkeepsie, NY. Kevin’s previous episodes HERE
• Virtual shop tour with Angelo Giglio from Warren Auto and Tire in Roseville, MI. Angelo’s previous episodes HERE
• Trivia Challenge: Name of Lincoln’s Concept Car that was Modified Into TV’s ‘Batmobile’?

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

• Guest host business coach Chris Cotton from Auto Fix – Auto Shop Coaching speaks to increasing shop productivity
• Virtual shop tour with Tiffany Scherado from Lifetime Transmissions, Broken Arrow, OK
• The trivia question:  If you own a Ford Pick-Up or a Honda Civic, what statistic are you part of?

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

Matt Lachowitzer is a husband, father of 3, avid Minnesota Vikings fan, and owner and founder of Matt’s Automotive Service Center. A Herman, MN native, Matt started this company as a two-bay shop back in 2009. He has expanded the company into 6 locations with beautiful, state of the art facilities all over the Fargo-Moorhead area. Matt enjoys being a pillar in the community, giving back in any way he can, and providing knowledge and education in the biggest ways possible. As a result of being a continuous educator and an amazing pillar in the community, Matt won Entrepreneur of the Year in 2015 through the Fargo-Moorhead West Fargo Chamber of Commerce. When Matt’s not working, he enjoys fishing, riding ATV’s, watching football, and traveling with his family. Check Matt’s other episodes HERE.

Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate.

She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience. Check Emily’s previous episodes HERE.

Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994

Their time building Accurate Automotive, Inc. has been very adventurous. Along the way they have been fortunate to have received awards but mostly Kelli treasures her involvement in ATI and being a part of the sole all women 20 groups, Leading Ladies.

Kelli is the mother of 2. Morgan (daughter), Corbin (Son) both married now and working in their careers. Corbin is a father of 3 which makes me a Nana who LOVES to spoil her little’s!!!  Listen to Kelli’s previous episodes HERE.

Kevin Eckler, a Dad and a mentor along with wife Lisa, own Foreign Car Specialists, in Poughkeepsie, NY. Kevin has been named Albany, NY region’s ASE Tech of the Year 2019 and 2020. He was also voted Best mechanic in the Hudson Valley, which encompasses Westchester, Putnum, Rockland, Orange, Dutchess, Ulster and Greene counties. Kevin is a 40 year veteran of the industry, and still has a love for it and simply cannot understand why anyone would tell a young person to get out while they can, instead of inspiring them to greatness! Kevin’s previous episodes HERE.

Key Talking Points:

Matt Lachowitzer

Not letting go of the cancer in my shop because he was a “super tech”

 Some points

1.  I was afraid because he was our best tech, highest producing, could fix anything
2. I didn’t know if our team could replace what he could do
3. It appeared that he was well liked, and I didn’t want to cause issues, even though it was causing lots of issues. Lost front end staff especially.

Emily Chung

• I didn’t terminate the employee soon enough
• I believed that I couldn’t run the business without him
• The employee was a great technician, and I thought that meant I could take advice from him in other areas e.g. business operations

 Lessons learned

• Slow to hire, quick to fire
• Being a tech and being a business owner are very different skills
• I’m more resourceful than I give myself credit for, no matter what happens I’ll figure it out

 Blessings

• The experience has added resiliency to my character
• I now know the price I pay when I allow toxicity to persist
• I was able to work through that season of my business

Kelli Weatherby

• Our 20 group had made mention that we were going to have shop spotlights as a line item in our meetings for 2020 and beyond. As discussed, this would help shops/owners in reaching goals set along with many other advantages. Lee and I along with another local shop had been part of an in-person shop tour. So my thought was there is NO way we would be considered for a spotlight. OH BOY WAS I WRONG. 
• We were lucky to have 5 separate committees 1.) Facilities 2.) Marketing 3.) Management 4.) Finance 5.) Lee and Kelli Headspace support
• Outcome (PRICELESS) – With the help that was rendered I believe we were prepared and STRONG in all that was 2020. We put together AND finalized our organization chart. Our standard operating procedures were dialed in with new manuals. Our financials and budgets along with our 3 yr business plan have been shared with our whole management team. Our succession is going forward. Lee and I are working diligently on our 35 yr marriage and have included a counselor that we BOTH agree is helpful. I mentioned this last but I certainly believe with ALL that I am, this is the most important work we do. In a business where the owner/operators are all in and on deck looking to manage personal challenges AND business growth and personnel engagement along with customer experience….MAN OH MAN this will spin the head  
• If you feel any of this is relevant to where you would like to go, I am an open book and glad to share. If not, l have had many experiences with what started out as a train wreck, turned to a golden opportunity for growth!!

Kevin Eckler

• Being too busy and drawn up into the moment and not seeing the bigger picture was my fatal flaw.I was so consumed in the daily work that I never seriously sought out bettering myself thru business education and only sought out technical knowledge.
• My focus was being the best at what I did, which is fine, except I continued to view myself as a tech and not an owner. It was safe, comfortable, familiar, and completely the wrong way to, which held growth and prosperity way back and kept us as a shop from being who we could have been.
• So in short, not stepping into and owning the position that had come to hold and clinging to what was safe almost financially, physically, and emotionally destroyed me.Accepting and finally embracing my responsibilities and putting the same efforts into becoming an educated owner as I did as a tech is when the change began in the business towards being successful. It is still a fight to not fall back into what is safe, but I now own my place and responsibilities.

Resources:

• A special thanks to Matt Lachowitzer, Emily Chung, and Kelli Weatherby for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com