Here are the two most recent episodes
Mastering Active Delivery: The Key to Lasting Customer Relationships [THA 440]
Explore the concept of “active delivery” in automotive customer service, an intentional and consistent approach to communication that spans the entire customer journey, from the initial contact to the final vehicle handoff. The discussion highlights how thoughtful interactions can create a powerful and lasting impression, especially in the closing moments.
Discover how clear communication, genuine rapport-building, and proactive expectation setting help cultivate trust and long-term loyalty. The episode also offers actionable strategies, including adapting communication styles, using supporting materials like brochures, and ensuring every team member aligns with a unified service approach.
More than just completing a transaction, active delivery is positioned as a key driver of customer satisfaction, repeat business, and word-of-mouth referrals, making it essential for shops focused on sustainable success.
remarkableresults.biz/a440
How to Grow Your Shop Without Losing Control [RR 1046]
This episode dives into the real challenges of scaling an automotive business. Shiju Thomas unpacks what it takes to grow successfully, especially beyond two locations, including stepping out of daily operations and focusing on leadership development, building a strong management team, and sustaining a consistent, positive culture. He emphasizes that growth should be driven by a desire to develop people, not just profits. It’s a must-listen for shop owners reflecting on why they want to grow and how to do it with purpose, clarity, and long term success in mind.
remarkableresults.biz/e1046
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What is OSHA Looking For? Ignorance is Not an Excuse. [RR 824]
Regarding workplace safety and HR compliance, 85 – 90% are not compliant across America. To be non-compliant could cost your business. OSHA will interview your employees. Are you inspecting your lifts yearly? Does your team have access to SDS sheets (Safety Data Sheets). Are you giving all your employees access to your safety program? OSHA is ramping up stricter enforcement procedures. Invest in an annual walk of your shop from an OSHA consultant and get the accountability you need to prevent huge fines.
Prepare Your Business for Sale [THA 315]
Did you know 80% of small businesses do not survive the departure of the current owner? When is the right time to prepare your business for sale? The day you opened your business! How do you maximize your selling price? Is there a simple way to quickly valuate your business? Hear from 3 business coaches on the importance of properly planning your business for sale.
remarkableresults.biz/a315
Will You Give 10 Hours to an Auto Tech Student? [RR 823]
How can 10 hours bridge the gap between the classroom and the workplace? Sue Dickson created an internship program called ‘Give Me 10’ that provides 10 hours at a local shop spread out over 5 days. It allows both the shop owner and student to see if the automotive industry is the right career path. This program currently serves 75 students and has collected over 458K in grants. It starts with an idea and passion for connecting students to the automotive industry.
remarkableresults.biz/e823
Which Scan Tool Should I Buy? Vision Hi-Tech & Expo 2023 [AW 144]
Insights to the Vision Hi-Tech & Expo Class “Which Scan Tool Should I Buy?” Saturday, March 4th 8:45 am-11:45 am with Scott Shotton, Scot Manna, Tanner Brandt, Keith Perkins, and Sean Tipping.
remarkableresults.biz/aw144
Don’t Base Your Success On Probability – Ken Zanders [RR 822]
“There are many roads you can follow, but there may only be one road that leads to the right way.” Industry trainer Ken Zanders opens this episode with a story about ‘When Harry Met Ken,” a spoof on the movie “When Harry Met Sally.” Ken describes his technician friend, Harry, who is always looking for a quick fix without gathering the full information. Too often when facing a diagnostic problem or challenge in the shop, we jump to the quick fix to speed through the day. How do we apply ‘slow down to speed up’ in our daily lives?
remarkableresults.biz/e822
Core Values: Know Them, Live Them [THA 314]
How do you stop having a job and start having a business? It all begins with the foundation of core values. Don’t ‘thesaurus’ your way to writing them down once on a piece of paper. Your core values are the essence of who you are and what you stand for. And guess what? Your company’s core values involve your entire team too.
remarkableresults.biz/a314
Building Better Team Members by Building Better People – Matt Lachowitzer [RR 821]
How has Matt Lachowitzer been able to expand his multi store business while maintaining the culture within it? How did his team support each other through the sudden passing of a key manager? It all starts with building better people. So how do you do that? How do you find those unicorns that want to grow with your company and lead better lives themselves?
remarkableresults.biz/e821
Right to Repair Momentum – Rob Merwin [AW 143]
On Record with Rob Merwin with an update to the Right to Repair Act in 2023 and a recent John Deere agreement.
remarkableresults.biz/aw143
How to Give Critical Feedback – Dr. David Weiman [RR 820]
There’s an art to giving and receiving critical feedback properly. Join Dr. David Weiman as he dives into the psychological background of what happens when people feel criticized. He also explains common mistakes and practical tools to apply for an effective and efficient conversation.
remarkableresults.biz/e820
Aftermarket Radio Network 2023 Forecast [THA 313]
Recession is the main topic for everyone as we enter into 2023, almost 3 years post-pandemic. The Aftermarket Radio Network has collaborated together to offer their forecast for the year. Consider this your ‘one stop podcast player’ to hear insights from an accountant, technician, business coach and marketing perspective. Together, we continue to Advance the Aftermarket.
remarkableresults.biz/a311
Learning How To Grow: Ready for Shop #2 – Nichole Bennecoff [RR 819]
Recorded Live at the Transformers Summit with Nichole Bennecoff, Subie Guys, Traverse City, MI. Find out how growing her business helped reignite her passion for the industry.
remarkableresults.biz/e819
Benefits of Toastmasters – Craig O’Neill [AW 142]
On Record with Craig O’Neill. Craig discusses the benefits of joining Toastmasters. Toastmasters is a nonprofit educational organization that teaches public speaking and leadership skills through a worldwide network of clubs. Through Toastmasters you’ll listen better, communicate more effectively, and lead teams and conduct meetings with confidence.
remarkableresults.biz/aw142
Being Married to a Shop Owner: Spouse Perspective [RR 818]
What is it like being married to a shop owner and having your own career outside of the automotive industry? Recorded Live at the Transformers Summit, we are with Joe Bennecoff, husband of shop owner Nichole Bennecoffe, and Jennifer McHugh, wife of shop owner Patrick McHugh. It’s time to hear from the spouse’s perspective.
remarkableresults.biz/e818
Service Advisor Overload: Part 2 [THA 312]
We are on Part 2 of our Service Advisor Overload discussion because we couldn’t fit it all into 1 episode! Did you know most shops are missing $300-500k in gross profit dollars because their service advisor doesn’t have the time to tap into those dollars? You must build a wall of support around your service advisor.
remarkableresults.biz/a312
Profit Does Not Equal Cash in the Bank – Hunt Demarest [RR 817]
Recorded Live at the Transformers Summit with Aftermarket Radio Network host, Hunt Demarest, CPA at Paar Mellis and Associates and host of the Business by the Numbers Podcast. Hunt’s firm specializes in automotive repair clients and he gives us an inside scoop on common new client questions and concerns as well as some behind the scenes about his podcast!
remarkableresults.biz/e817
Extended Car Warranties – Greg Buckley [AW 141]
On Record with Greg Buckley. Greg discusses extended car warranties. You must educate your customer!
remarkableresults.biz/aw141
Finding Technicians Part 2 – Chris Lawson [RR 816]
Chris Lawson is back for Part 2 of our discussion about finding technicians in our industry. This episode focuses on the advanced strategies for finding technicians on Indeed and Facebook. Do you require a resume on Indeed? Find out why you shouldn’t!
remarkableresults.biz/e816
Advice For New Shop Owners [THA 311]
If you’re thinking about transitioning from employee to shop owner, this episode is for you. Instead of guessing your way through the transition, let the Aftermarket Radio Network be your free library of industry peers across the country help you get started the right way.
remarkableresults.biz/a311
Ask Ortho – Eric Turkington and Kim Conti [RR 815]
Let’s talk about voice assistants for employee efficiency. Technicians need quick and reliable access to accurate data for servicing vehicles. What if they could stay in their bay and ask ‘Hey Ortho’ to check fluid types and receive a response within seconds? Join Eric Turkington, Vice President of Growth, and Kim Conti, Vice President of Product, as they discuss Ortho, the next high tech tool for the automotive industry.
remarkableresults.biz/e815
Used Car Market – Lauren Fix [AW 140]
On Record with Lauren Fix as she discusses the used car market and the importance of car maintenance.
remarkableresults.biz/aw140
Uncovering the Unconscious Incompetent – Chris Chesney [RR 814]
Recorded Live at the 2022 Transformers Summit with Chris Chesney, Training and Organizational Development at Repairify. Chris takes the common phrase, “I don’t know what I don’t know,” and flips it to “I don’t know THAT I don’t know.” With today’s technology expanding the way it is, there is too much information to memorize and know every piece of knowledge when it comes to car repair. How can we change the way technicians learn? How can we prove their understanding besides a certificate or course completion?
remarkableresults.biz/e814
Forget the Past: Focus on the Future [THA 310]
“Forget the Past: Focus on the Future”…sometimes easier said than done. The past is familiar and comfortable. We can also get hung up on our past mistakes, which hinders us from moving forward. Listen to 3 shop owners share their perspectives on the past and the future of the automotive industry.
remarkableresults.biz/a310
A Hospitality Mindset Delivers Exceptional Customer Service – Steve DiGioia [RR 813]
With over 20 years in the hospitality industry, author and trainer Steve DiGioia shares some real world tips and tactics to improve your customer service, increase employee morale and provide the experience your customers desire. Steve has a detailed 57 individual steps for dinner service, what are your steps for customer service?
remarkableresults.biz/e813
Creating Simple YouTube Videos Under 60 Seconds – Niko Sougias [AW 139]
Guest host and shop tour with Niko Sougias, Charlie’s Foreign Car, Encinitas, CA. Niko says customers want explanations with their car repair and he has found a way to connect with them on his YouTube Channel. Find out how he does it.
remarkableresults.biz/aw139
Doubles Sales to $2 million in 18 Months [RR 812]
Recorded Live at the 2022 Transformers Summit with Jesse and Christine Myers. They joined a peer group and it changed their entire business, doubling their sales to $2 million in 18 months.
remarkableresults.biz/e812
Strategies to Communicate Pay: The Good, Bad and Ugly [THA 309]
Join 3 shop owners as they share some great stories and wisdom about what works and what doesn’t when talking about pay. Can you show how to earn the pay they want? How can you bring the team together when there are earning discrepancies?
remarkableresults.biz/a309
Proper Equipment Equals Higher Efficiency – Justin Allen [RR 811]
Can proper equipment equal higher efficiency? Justin Allen, a Manufacture’s Rep for Hunter Engineering Company, continues to help shop owners understand that investing in the right equipment can increase the shop’s profitability, save time, and build trusting customers.
remarkableresults.biz/e811
Student Career Fair [AW 138]
Join Carm as he interviews students and local shop owners at Erie Community College’s Student Career Fair.
remarkableresults.biz/aw138
What Is Your Duration of Service? Carolyn Coquillette [RR 810]
Recorded Live at the 2022 Transformers Summit with Carolyn Coquillette, founder and CEO of Shop-Ware. Carolyn discusses a spotlight of Shop-Ware called ‘Duration of Service.’ This feature tracks how long a customer’s car is in your shop. The customer experience and your profits depend on the number of hours each car is in which stage of production.
remarkableresults.biz/e810
What Does the Shop of the Future Look Like? [THA 308]
What does the future look like for the automotive industry? Listen to the perspectives of Jennifer Maher, Executive Director of the TechForce Foundation, Derek Kaufman, Managing Partner at Schwartz Advisors, Matt Fanslow, Lead Diagnostician and Shop Manager at Riverside Automotive, and Dustin Brown, Shop Owner of Brown Auto Experts with 3 locations. We have an open discussion about future trends, aftermarket challenges, and electric vehicles.
remarkableresults.biz/a308
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