Here are the two most recent episodes
Should I Hire A Shop Manager? [THA 413]
Explore the pivotal moment when an automotive shop owner must decide to hire a shop manager. Learn about the challenges and benefits of bringing in a manager, different approaches to onboarding, and the impact on business operations. The experts share personal stories, management strategies, and advice for identifying the right time and person for the role. Whether you’re a single-shop owner or managing multiple locations, this episode provides valuable insights into enhancing your business efficiency and growth.
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ASE Test Prep Explained [RR 1019]
Carl Borsani, the owner of ASETestPrep.com, discusses acquiring an ASE testing company in 2012 and transforming it into a comprehensive educational tool for technicians. Learn about the innovative approaches Carl has implemented to enhance ASE test preparation and automotive education, including the development of AutomotiveStudentTesting.com. He discusses the challenges technicians face in test preparation and highlights ASE Test Prep’s role in enhancing their skills and knowledge through innovative educational resources.
remarkableresults.biz/e1019
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THA 062: Come Backs – Prevention, Reputation and the Cost
The Dreaded Come Back: The Keys To Prevention.
Comeback prevention starts at the front door. It is all about communication. Writing enough information to the technician the better he/she can handle the diagnosis.
To improve the end product and to reduce comebacks, you must build quality into the repair process. Quality control checklists at the end of the repair can only do so much. Quality, not quota, is the strategy you need to adopt to reduce comebacks. You should always be looking to improve. Your processes will drive a well-managed quality program.
The quality of parts today is in question and you need to pay attention to comebacks so your costs and reputation are managed. Tracking every comeback is a necessity if you are going to reduce your comebacks.
RR 317: Mark Colaw from CarFest and Seymour’s Garage
Philanthropy on Steroids: CarFest – An Industry And Image Game Changer: Built With Hearts and Hands.
Mark Colaw has owned Seymour’s Garage since 1985. This episode is about Mark Colaw’s passion: Carfest. This is, by far, the most comprehensive philanthropic event I’ve ever had the pleasure to cover as a podcaster. This event goes miles and miles to improve the image of our automotive repair community and presents the industry in our most positive light.
Mark explains the impact Carfest is having on the community, automotive technology schools, suppliers and aftermarket vendors. This two and half day public event repairs 25 vehicles free for a select group of individuals. The vehicles are handpicked by community outreach groups such as Haven for Hope and The Battered Women’s Shelter.
When you change lives with heart and hands and bring unity in the community, it goes a long way to build trust in the automotive industry and professionalism in the trade.
RR 316: Scott Brown with Diagnostic Network
Is The Industry Ready For A Diagnostician Learning Platform That Is Deeply Connected To The Industry?
Diagnostic Network, Scott Brown’s new venture, will be a learning platform and open a deep channel of communication for diagnosticians and aspiring diagnosticians while connecting the industry that provides the products, services, information and training to the marketplace.
If you earn your living in the aftermarket, and for that matter serving the motoring public, you’ll want to give this episode a serious listen as Scott unveils his plans for Diag.net that will focus on the diagnostician.
Scott shares his vision along with the industry collaboration he is building to create a very powerful repository of aftermarket intellect. Peer discussions and peer reviews will be part of this program to help refine the rich content.
There isn’t a clearly defined guideline as to the skill set you need to be competent in this industry. Scott sees the creation of the right building blocks for training and says it is time to break the mold and to improve engagement and transparency.
THA 061: Know Your Daily Sales Break Even Number
The Rule of Holes: Know When To Stop Digging
Knowing your break-even point — the point at which total cost and total revenue are equal is important to running a business. It is not just good enough to reach your daily break even, you must exceed it if you are to stay in business.
Knowing the break-even point is helpful in deciding gross margin on parts, labor rates, setting sales budgets and preparing a business plan. If you do not reach your daily break-even then there is a great chance that you had a loss of profit for the day.
This episode provides a worksheet download for calculating break-even. The numbers will come from your financial statements. Your accountant can also provide them. The key to knowing your break-even set the tone when you are reaching for your profitable sales goal. You’ll know what the minimum excepted number is without digging yourself into a hole.
RR 315: Chris Gardner from AASA
Technology Talk, AAPEX, ADAS, CES and More.
Chris Gardner, MAAP, is the Vice President or Programs and Member Services for AASA, the Automotive Aftermarket Suppliers Association. AASA is the voice for the Aftermarket Supplier Industry. Chris also manages all things technology for the association and that is where we spend most of our time in this interview.
An interview highlight is Chris’s view of the Consumer Electronics Show (CES) that he has attended for the last three years. He’ll give you a perspective on what he saw and the impact on the aftermarket as our future rolls out, as he sees it.
Among other discussion topics ADAS and the tech he saw at CES. Chris sees a convergence of telematics with the consumer, the service professional and the supplier. We even talked a bit about smart parts.
RR 314: Educator Think Tank – Vision 2018
You Cannot Ignore Your Role in The Automotive Technology Education System.
Go inside the Vision 2018 Studio with the Educators Think Tank. Join Rick Escalambre, Retired Instructor Skyline College, and educator of the year 2017, Scott Brown from Diagnostic Network, Matthew Shanahan Assistant Professor, Automotive Technology, College of DuPage and Tim Dwyer, from Consul Labs.
This is a great slice of what automotive education is today. A very open and transparent discussion that will help you understand the education process and gain knowledge of how to get involved. Also, learn about the challenges that post-secondary automotive technology programs have and how you can and must get involved.
A few key talking points: Automotive technology programs at all levels is expensive, independents must attend career fairs and speak to classes at all levels including middle school and Industry and education needs to come together stronger than ever. The industry has a depth of talent that can help the education system.
THA 060: How To Get Value From Recorded Service Calls
How To Get Value From Recorded Service Calls
Listen and learn from Rena Rennebohm, service advisor coach and the Chief Training Officer of ACT Group, Keith Williamson, president of Williamson’s Repair and Tire in Bondurant, IA and service advisor Lauren Giver, from Los Gatos Auto Service in Campbell, CA.
Listening to just one side of a customer call does not do justice in improving and training your service advisor. Service advisers need quality training, no different than technicians and business owners and the recorded phone call is an important element to that training. Save good calls and go over what a good call sounds like. If your shop does not record calls, then get your shop secret shopped. You’ll be convinced.
Find one phone call that works play it over and share it with your team; you will grow your business. Recorded calls and coaching helps to convert and opens the learning to be a better communicator. A great outcome of recorded calls is the opportunity to make changes to your policies. You’ll discover what works and what doesn’t.
RR 313: Taurayi Raymond Sewera from Truck Tech & General Services
The Trip To Vision KC 2018 was 9,000 Miles. One Way.
There’s nothing too hard if you are determined to work hard enough. Do not underestimate your talent; you may never know where it will take you. Words from Taurayi Raymond Sewera. He is a shop owner from Zimbabwe, Africa. Taurayi is the only ASE certified technician in Africa and is building a new 20 bay shop he says will be opened by August 2018.
He employs 12 technicians and will fix anything with an engine from a lawnmower to a giant earth moving excavator. He is committed to training and has made the trip to Vision KC two times. He’s befriended many technicians in the US and takes ASE tests on every visit to the US. Learn about his story, the Zimbabwe economy and the most popular car he works on. You’ll be surprised.
RR 312: NASTF – The Road To Great Technicians
The Road to Great Technicians
We talk so much about solutions to the technician shortage. Here is an episode that will get you to realize that there is so much more than filling the seats in trade schools. It is about what happens when we hire a new tech. The trend is to grow our own technician, but can we outline a career path for our new recruit? You need to be involved in creating a ‘Road to Great Technicians.
Joining me in studio at Vision 2018 is Donny Seyfer Executive Officer of NASTF, Chris Chesney, Sr. Director of Customer Training at Car Quest Technical Institute and Jill Saunders, Curriculum Developer at Toyota Motor Sales, North America.
This straight up discussion on creating a career path for all entry-level technicians through an apprentice and mentoring program outlines WHY this is so important. Do we want the government someday to create a program of standards and competence or should we as an industry start today to build those standards?
Just putting an entry-level tech in the lube bay without a career path is part of the big challenges we have as an industry. Without a defined career path it becomes a brain drain of young talent.
THA 059: Critical Daily Actions That Matter
Shop Owners Must Do’s: Daily Actions that Matter: Why Routine Matters.
We had a very deep discussion on critical daily actions that will keep your business compliant and running smoothly. You’ll walk away with a strong sense of discipline in building a daily task list that you stick with. Without proper planning and a strong checklist, that you are accountable for (or that you delegate), too many slips through the cracks and eventually crashes into your well-intentioned routine.
Bambi Crozier wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR, Mark Goldsmith Mark’s Independent Service in Chatsworth, CA and Rick White Rick is President and Lead Coach for 180BIZ bring their great insights on the importance of planning to be a strong business leader and watchdog.
RR 311: Scott Pelava from Lonsdale Auto Works
Stronger and Better Because of the Challenges He Faced
Scott Pelava a fellow shop owner from Lonsdale, MN has had an interesting road to success; sometimes rocky. Many shop owners can relate to tough times. Scott had the ‘grass was greener syndrome’ that happens to may shop owners and he faced some hard realities that running a business was different than being a tech.
Scott shares a very personal story of almost losing everything because of a plethora of circumstances he faced. Through his story, gain insights to help you prevent financial challenges that can overwhelm your life and business.
Pelava also wanted to share ideas and learn from his industry peers so he started a Facebook group called Automotive Shop Owners Group (ASOG).
RR 310: Ron Ipach from Repair Shop Coach
Without Customers You Have No Business.
One of the most important jobs of a service professional CEO is to be a marketer; to make the phone ring. In this episode Ron Ipach, co-founder and President of Repair Shop Coach will share with you a very simple tactic that he says could double the number of visits from your customer. Ron is known as ‘Captain Car Count’ and he received that moniker from one of his customers many years ago and it stuck.
Ron has some very simple strategies on how to create business from the customers you’ve already served. You’ll hear some very profound stats on the number of messages we are bombarded by each day and how you can get through the clutter of emails, texts, ads, social media and ‘market’ to your customer.
Ron’s got a simple message to share. “Pay more attention to the people you’ve done business with in the last year.” Get them to move to a more experience relationship with you than a transactional. Invite them back in the shop.
THA 058: How to Become the Employer of Choice
How to Become the Employer of Choice.
Join Ryan Clo from Dubwerx in Cincinnati, Dwayne Myers from Dynamic Automotive in Frederick, MD and the Director of Training at RLO, Barry Barrett.
You have an opportunity to listen to three of your aftermarket colleagues who will share their perspective on becoming the employer of choice. We opened up some great thinking pathways to help you create and improve your position in the marketplace when it come to attacking and keeping great talent.
We talk the extreme importance of creating and having a great business culture, career ladders, putting your people front and center in your business, pay, reputation and so much more.
RR 309: The Shop of the Future – Are You Prepared? Vision 2018 Town Hall
The Shop of the Future: Are You Prepared?
Have you thought about how you will do business in the future? Well the mission of this panel was to stretch the boundaries and serve up plenty of thoughts, concepts and changes coming that you need to be fundamentally be prepared for.
So happy to be able to present this audio recording from Vision 2018. With me are shop owners, Summer Gurerro from Affinity Automotive Services, Inc in Wichita, KS, Keith Williamson owner of Williamson’s Repair and Tire in Bondurant, IA, Trainer and Mobile Technician Eric Ziegler form EZ Diagnostics, Chris Chesney the Senior Director, Customer Training at the Carquest Technical Institute and Donny Seyfer the Executive Officer of NASTF, the National Automotive Service Task Force and co-owner of Seyfer Automotive in Wheatridge, CO.
Many great thoughts that will help shape your future. There are many important action steps discussed that need your support and engagement. Listen carefully for those cues.
RR 308: Mike Bennett from Mike’s Kars and an ATI Coach
Why Don’t Shop Owners Bring the Same Level Of Curiosity They Had As Techs To the Business Side Of The Business?
Mike Bennett from Mike’s Kars in Gettysburg, PA is a full-time business coach for ATI. His personal light bulb moment was when he realized he needed more training on business and leadership. That training changed his business. As Mike prospered he realized that he wanted to share his success by coaching other shop owners.
Mike say the best employees are empowered and understand their role and that great leaders show their people how to succeed. Learn what Mike believes is the most important part of building a great business and what happens when you gain control of your business.
THA 057: Your Profit & Loss Statement. Learn it. Love it.
The Power of Strong Financial Statements
No question that knowing the value of your Profit and Loss Statement helps you grow a strong, viable and profitable company. Many shop owners have not gotten intimate enough with the value of their financial statements.
The episode with Maryann Croce from Croce Transmissions in Norwalk, CT, Mark Roberts from Schertz Auto Service in Schertz, TX and Bob Greenwood, AMAM, president of Automotive Aftermarket e-Learning Center show the power of an accurate P & L.
We also talk about the Balance Sheet and the extreme value in accurate finical statements if you are going to sell your business or buy one. Also discussed is where on the P & L is it indicated that you can afford raises and that your emotions will try to override the numbers, because they tell the real story.
RR 307: Chris Cloutier – Entrepreneurial Lessons from a Serial Entrepreneur
Accept the Struggle and Find a Way to Continually Improve your Entrepreneurial Journey.
Chris Cloutier and I had a great conversation, passionate at times, on entrepreneurialism. Chris is a serial entrepreneur and has some wise words and experience at it. We talk bootstrapping, cash is king, the struggle, trusting your gut, leadership and even salesmanship. Don’t shy away from these topics – the discussion just may set you off on a better course. Chris has the scars, like all of us, which are the lessons we all learn as we march toward an improving and brighter future.
This interview is going to cement much of what you know about growing a business, and some of our talk will hit you, I hope, smack in your entrepreneurial soul and get you to understand the journey you are on a little better.
RR 306: The Young Auto Care Network Group – YANG
We’re In Good Hands.
Our future is all about incubating young people into our industry at every level from manufacturing, distribution to the service professional. Listen to three aftermarket professionals from the Auto Care Associations dynamic and vibrant under-40 set that finds its home with the Young Auto Care Network Group (YANG). YANG provides young auto care professionals in their twenties and thirties the opportunity to network with industry peers, enhance knowledge and improve leadership capabilities.
Joining Carm in this interview are Lisa Nazoyan, Mahle Aftermarket Inc., Farmington Hills, MI, JC Washbish, Director of Marketing, Automotive Aftermarket Auto Parts Alliance, San Antonio, TX and the Vice Chairman of YANG and Chase Baxley, Vice President of Product & Supply Chain, The Parts House, Jacksonville, FL who has also helped create YANG from the beginning.
THA 056: Your Ideal Customer – Defining Your Avatar
Your Idea Customer – Defining Your Avatar
Knowing your ideal customer is an important part of very successful businesses and helps define who you want as your customer. Commonly called your customer avatar, or your cardboard cut-out you are defining a customer that trusts you and are advocates for you.
These customers are least likely to stray are most likely to recommend you, because they are also advocates. You must talk to your ideal customer and find out what makes them tick.
In this episode find out the many ways you can connect with your avatar, a recommendation on how to get started and who to involve inside your company to help define who is your ideal customer. Hear from Ron Inchausti Coast Motor Werks in Irvine, CA, a multi-shop owner, Brian Weeks from [atc] Auto Center, a 3rd generation multi-shop owners from Augusta, GA and Patrick McHugh from Bimmer Rescue in Richmond, VA.
RR 305: Derek Kaufman – Joran Thompson – Living in a APP World
Chicago. No Car. No Problem.
Joran Thompson lives in Chicago and hasn’t owned a car for years. She does fine commuting to work, buying fresh groceries and dry goods. Her dry cleaning gets done, perfectly and on-time, and her latest IKEA purchase gets constructed. When she needs medicine, pizza or to wait in a line for a restaurant on a Saturday Night she just uses her smartphone. There’s an APP for all of her needs.
The story for aftermarket professionals is that all the miles Joran is not driving are being done by the services she contracts. Transportation as a Service will rack up the miles to support all the Joran Thompson’s who don’t own vehicles. Someone will need to maintain and repair those vehicles. It’s time to make those connections.
RR 304: The Battery Shop
Sell More Batteries. Training and Testing is the Key.
Join Michele Zgola the director of Marketing and Communication at Johnson Controls, Jim Bates the Aftermarket Training Center Manager also at Johnson Controls and Patrick Haynes, Executive Director at the Responsible Battery Coalition.
Learn about selling more batteries and how well the industry has rallied to recycle 99% of all batteries. Recycling challenges are coming in the future as lithium-ion batteries will need to be recovered.
THA 055: The Importance of Back Office Operations – Part 2
The Power Center of your Business is in the Back Office PART 2
Amy Mattinat, Jacquie Walter Hower, Maryann Croce and Kim Auernheimer discuss Human Resources and Marketing. Two very important responsibilities of the CEO and back office team.
Highlights: The legal document called an employee handbook, hire slow-fire fast, know your candidate’s personality and hire for a culture fit.
Track your marketing efforts, never shoot in the dark you may not be spending your money wisely. Have a good referral program for your advocate customer and your brand’s image needs to be consistent and must match the face you put in the web and social media. This group also shares some great marketing ideas.
RR 303: Jason Soto from Mobilesoft.com
There’s an APP for that!
Ever thought of connecting with your customer with your own APP. Did you know that a smartphone app is a retention strategy?
Ever thought of the challenges with social media to get your message heard? What if you could push a message to a user of your app? Will your customer have a stronger relationship with you if your app is on their phone?
Jason Soto from Mobile Soft Technology talks about the value of having your own smartphone app. Interesting concepts you need to know about. Learn about this tool and how it could work for you in your quest to create customers for life.
RR 302: Lisa and Kevin Eckler
Never Too Late to Get a Business Coach to Help Put the Business on the Right Path.
This interview is for anyone who started a business and took time to discover that their talent as a top technician didn’t help when it came to run a business. Lisa and Kevin Eckler from Foreign Car Specialists in Poughkeepsie, NY bring you a very raw and transparent story of their business evolution.
Kevin shared his story so that you will benefit. His business acumen wasn’t as good as his talent as a technician. He gives great advice to anyone who is struggling to make money.
Lisa is new to the business and they married four years ago. They took their blended family and business struggles head-on. Their story is fit for the ages and I know many can relate to the challenges they’ve overcome.
THA 054: Stay Up on Social Media – Facebook Changes and your Marketing Efforts 2018
Stay Up On Social Media. What do the Facebook Changes Mean to Your Marketing Effort?
Facebook announced sweeping changes in early 2018. Our Academy panel provides great advice on becoming 2018 ‘Social Savvy’ and improving and changing your social media strategy.
Key talking points: You are your brand, your brand is you. Build a sales funnel around the assets you own like your website and your mailing list. Put your customer out front. Use Facebook Live because video will get preference from Facebook. And among so many other great insights you need to document instead of create content.
RR 301: Matt Purselle from Revolution
Treat every customer like you would your mother.
Matt Pursell the guy with the bow tie owns Revolution in Decatur, GA. As a Mercedes Benz and smart specialty shop his customers expect a level of service indicative of the brand of car they drive. Matt shares how they deliver exceptional customer service. The growth rate in the business is 10% with no advertising budget for new customers and referrals has driven his success.
Matt also stands out as a differentiator in other ways. Imagine if you will it is July and you are a customer, you just may go home with a vegetable right from the Revolution garden. How cool is that? Matt explains they grow their customers like they grow their vegetables. His culture and customer service in his company is built upon this premise: Treat every customer like you would your mother.
RR 300: 300th Retrospective: Interview with Host Carm Capriotto
The 300th Episode Retrospective
For the first-time podcast host, Carm Capriotto is in the interviewee seat. Seven aftermarket professionals ask Carm questions that discover the attributes and purpose of the aftermarket’s premier podcast. He shares some very personal stories and chronicles some behind the scene moments.
You’ll learn about what makes Carm tick, how it all started and what his thoughts are for the future. He is so proud of the audio library made up of the voices of the aftermarket. The guests who trusted Carm to get their story told so that all ships rise, is the pure foundation of the value of the podcast to the industry.
THA 053: Improve Communication Between the Service Advisor & Technician
Many Problems Are Found in A Lack Of Communications; Therefore Good Communications Can Prevent Come Backs.
Improving Communications Between the Service Adviser and Technician with Jude Larson from Valley Repair in Tenino, WA and also with JML Real Solutions, also Darrin Barney, Owner of Barney Brothers Off Road in Grand Junction, CO and Donnie Carter, Service Manager at Little Wolf Automotive in Waupaca, WI.
Communication is an important tenant in any service business. It is up to the service advisor to bring the ‘novel’ to the technician. Listen hard to the customer and write down the details of their issue or concern.
Technicians results are dependent on getting a good path to follow. Give them a great opportunity to succeed with clear in-depth information. Techs need to do their part and provide clear information back to the service advisor to support the recommendations they are going to provide as a value to the customer.
RR 299: Christopher Petersen from Northwest Automotive
Shop Owner For Only 2 ½ Years Makes Big Moves: Buys a Building And Retrofits It Into a State Of The Art Facility.
Christopher Petersen from Northwest Automotive in Kalispell, MT has only been a shop owner for 2 ½ years. A twenty-two-year industry veteran, Chris made the leap to shop ownership and found himself owning two properties. He shares the story and explains that his bank showed the confidence in him to support these transactions.
Good take-a-ways here on DVI, and staying on the cutting edge of change. Chris says If it is not documented, then it didn’t happen. He’s got a porter on staff and he shares how important his people are to his culture and that his loyal and happy customers are a direct reflection of him putting his people first.
RR 298: Mark Roberts from Schertz Auto Service
Shop Owner and Serial Entrepreneur Shares His Business Story.
Mark Roberts of Schertz Auto Service in Schertz, TX tells his story when the entrepreneurial bug hit him; he was 15 years old. Mark shares his journey and outlook on life and business.
He’s getting ready for his second branch and has implemented a succession plan. He shares his very strong outlook on family and the family unit in his business.
Mark talks about his culture, his techs pay plan, work-life balance, how his DISC profile works so well with his manager and his philanthropy efforts. He’s set up a trust to invest back in community and people.
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