Here are the two most recent episodes
Building Businesses and Believing in Better Days [RR 1043]
In this episode, Emily Chung, an automotive service technician with a background in psychology and business, shares her insightful journey of selling her auto repair shop. The discussion explores critical processes, motivations, and strategies for maintaining business continuity during ownership transitions. Emily emphasizes the importance of clear communication, involving staff in the sales process, and identifying key tasks and core processes that define the business’s value. She offers practical advice for buyers and sellers, highlighting the need for thoughtful planning, understanding team dynamics, and managing change effectively. This episode is a must-listen for anyone considering buying or selling an automotive business.
remarkableresults.biz/e1042
Revolutionizing Automotive Training with the NAPA Autotech XcceleratoR [THA 436]
Recorded live at the NAPA NOW event, a panel of industry experts, including Robin Cowie, film producer and former leader of the Madden NFL game franchise, discusses how the NAPA Autotech XcceleratoR Program will revolutionize automotive technician training. This extended reality solution replaces traditional classroom learning with immersive, real-world simulations, enabling faster skill development, higher retention, and reduced training time from months to days. The panel highlights the program’s impact through honest technician beta feedback, showcasing its ability to enhance certifications, boost shop efficiency, track technician progress, attract new talent, and ensure ongoing education and proficiency.
remarkableresults.biz/a436
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THA 028: Twenty-One TIPS to Get an Edge on the Competition – Part 1
Do you need a quick new idea that will give you an edge on your competition?
In this Academy lesson get 21 TIPS that have been implemented before to help give you an edge over the competition. These are some very simple ideas that have been collected from successful service professionals in the industry.
Implementation will be the big payoff. If you listen to learn just one thing and do not implement you will not benefit from this listen.
RR 249: Brenda & Brent O’Neal from Repair One Automotive
Is Your Customer Retention All About Your Integrity and Building a Trusting Relationship?
Dynamic husband and wife team, Brenda and Brent O’Neal, lead their team to ensure “The customer experience is the best it can be.” All roles must do their job to perfection. The team knows that they are not fixing cars and that their customer is the most important part of the business.
They believe that living in the same community as their business brings great value and recognition.
Brenda and Brent, who do not have a background in the automotive field, share where they get their new ideas, how to grow your own techs, their marketing strategy, and the extreme value they’ve received from hiring a business coach.
RR 248: Tom Lambert from Shadetree Automotive
Do You Expect Your Customers to be ‘Customers For Life?’
Tom Lambert from Shadetree Automotive in Layton, UT has a goal to keep customers for life. Everything done in the business and through marketing efforts works toward that goal.
Lambert can say this because he has built a company with a strong culture of caring from a highly motivated, yet laid back team that loves to have fun.
The key to his success was hiring a business coach to bring the guidance he needed to see things from a different perspective. His organization is experiencing 10% growth each year and will top out at $2.5 M in revenue this year.
THA 022: Hiring for Team Dynamics
What would you do differently if you knew you could never fire anyone?
Hiring the right team member continues the culture and team dynamic in your business. Hiring the wrong person can crash your culture and create friction in your team.
You need to hire slow and fire fast and hire for attitude, not aptitude; because we usually fire for attitude.
This team of aftermarket professionals brings their experience along with great advice on how to hire smart and for the long term.
THA 027: Performance Reviews – Best Practices
Are your Performance Reviews Creating the Best Behaviors from Your Team?
Performance reviews for many business owners never get done. There are many reasons why not and this episode tackles them head on and the best way to get them done.
There is great wisdom from the Academy panel like the review starts at the interview, that reviews need to be used to create personal performance goals, reviews is a formal way to be sure accountability sticks, and your core values are the key points to apply all behavior against.
There are over 20 key talking points that will help you in your process or get you started on the right path. The panel agrees that becoming a better leader will be key to using performance reviews to grow your business culture with performance reviews
RR 247: Derek Kaufman – Partner at Schwartz Advisers – What Does the Future with Autonomous Cars Look Like?
What does the future with Autonomous Cars Look Like?
Derek Kaufman a Managing Partner at Schwartz Advisors is thinking large about the future of the auto care industry and the acceptance of TaaS (Transportation as a Service) with ride sharing and ultimately vehicle ownership.
Vehicle ownership will have a big impact on our industry and it will have a big impact on the miles driven with the remaining vehicles in the car parc.
Derek is challenging a report that says there will be only 44 million vehicles that will handle the 6 trillion Vehicle Miles Traveled in 2030 in the car parc vs 270 million we have today. He is accepting the technical evolution with AV’s, however, he is questioning the numbers from the report and applied some of his own math to figure out what our future may look like. Will these vehicles be able to handle the miles we drive today for work and pleasure? What about convenience. What about our work trucks? Listen to his view on our future.
THA 021: Getting Things Done: A Discussion on the Challenges of Time Management
Are You Getting Things Done? Do You Find it a Challenge to Finish Tasks?
Listen to three of your industry peers as they discuss their perspective on what it takes to accomplish their tasks and goals. You’ll hear about creating a theme day, tactics to get more done, time wasters, and a suggestion that if you try to do too many things you don’t do any of them well.
We all struggle with this in this time challenged, too much to do world. This episode will help you find methods and ideas to make you more productive.
RR 246: Scott Brown from iATN
Is iATN A Staple In Your Shop? Listen to Scott Brown Tell the Story of the Humble beginnings and Future Plans Of iATN.
Scott Brown president of iATN and co-owner, with his wife, of Connie & Dick’s Service Center, keeps his finger on the pulse of the industry by staying engaged at the shop. The interview takes you back to the day before the internet when bulletin boards were a way to communicate with your peers.
iATN is keeping pace and is working on exciting plans to continue to bring value to shop owners, technicians and educators of the auto care industry.
Scott gives an insider look at the iATN mobile APP, the new ‘Review’ space and the new iATN 2.0 and much more.
THA 026: Succession Planning – The Next Generation Entrepreneurs
Are Your Succession Plans Solid? Are You Ready To Leave Your Business To The Next Generation?
Bob Ward from Wardden LLC and former shop owner Russel Andrew bring a few building blocks of succession to the Academy. The message is strong: you need to start NOW to plan on getting your business to succeed without you.
Seventy percent of business owners in the next 20 years will depart their business in many different ways if there is no planning. They must nurture and retain their key leaders and motivate them.
Owners struggle emotionally about leaving their business; because they started with nothing and there is a big attachment to their successes over the years. Owners must think about the joy of leaving their business and seeing their legacy to continue.
RR 245: Kate Jonasee from K-Tech in Sebastopol, CA
Do you remember when you started in business? What humble beginning did you have?
Kate Jonasee from K-Tech and Pauline’s Auto worked her way across the country after graduating from automotive technology college in upstate New York. She persisted through every opportunity to own two shops in Sebastopol, CA.
Kate says she learned something along the way from every shop she worked at and always had the goal to own her own shop, let alone two and possibly more.
Listen to the smart choices she made along the way, what her personal motivations were and how she is working to improve herself and her business.
THA 020: How To Sell 250K Mile Maintenance & Save Your Customers Thousands
Customers need to see and understand the data on how they can save enormous money if they kept their car for 12 years.
We keep our largest investment for many years so why not our cars. This panel had a great discussion on the pros of helping your customer extend the life of their vehicles. The numbers are key and when you can show the ROI or savings to your customer they start to understand.
We know the benefits so it is your job to engage and show the customer how you can help extend the life of their vehicle and engage them in a disciplined maintenance program at your shop.
RR 244: Brian Sump from Avalon Motorsports
Industry outsider used his business acumen and detailed, process-based, management philosophy to grow his business.
Brian Sump is not your typical shop owner. A former professional athlete, Sump had never turned a wrench in a shop before starting Denver-based Avalon Motorsports in 2007.
Recognized with multiple industry and business awards, Brian Sump is an entrepreneur who runs six different organizations and he explains why you need to network-up and network-down.
This industry awarded shop owner brings his wisdom to the premier aftermarket podcast.
THA 025: Disaster Planning and Preparedness
Are you prepared for a disaster?
Business interrupters come in many forms. Natural, environment, death of owner, spouse or partner, surgery, accident, illness or even loss of a key employee.
This Academy lesson discusses: why you should plan, do you need a formalized approach, do you have plans for a normal business operation that can be followed and who makes the decisions.
It is said that business interrupters will happen (Not if but when). Will you be prepared?
RR 243: Giuliano Zuccato – Chrysler Crossfire & Horse of Destiny Foundation
The Mustang Man talks about his work on the Chrysler Crossfire Project, his 85th Birthday Celebration, and his new foundation “The Horse of Destiny Foundation” to help people in need.
Sharp as a tack at 85 years young, Giuliano Zuccato shares more behind the scenes look at his passion for automotive design and sculpting.
He explains a new concept of creating a full-size wind tunnel model of the Chrysler Crossfire. There is a video version of the podcast where you can see the slides of the Crossfire project that Giuliano is narrating. Find the video here.
Because he feels he wants to leave an even stronger legacy he started the “Horse Of Destiny Foundation” to help people in need.
After his bout with TB of the bone, when he was 19 years old, he sees his Glioblastoma as just another challenge to overcome. Listen to a ‘car guy’ legend; a truly remarkable man.
THA 019: Where Will We Find Our Future Automotive Instructors?
Where Will We Find Our Future Automotive Instructors?
This all-star panel tackled this problem head on. Where will the experience at the educator level come from when you need certain certifications. Will working technicians consider this as a career move and invest in the time and money to meet the teaching certification standards.
We may drive experienced and knowledgeable people away because of the needed certifications, pay and admin requirements. This topic is as important to discuss as the technician shortage.
Please have this discussion, with administrators, at the local college and high school level.
RR 242: Rick White from 180BIZ
Is the Transparency of The Internet Forcing The Service Professional To Change How Business Is Done?
Rick White is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company. He is an AMi approved trainer, an ASA committee member and an established industry writer for many top magazines.
Rick brings an enlightening view of leadership, communication, the sales process and shares the four responsibilities of a shop owner.
Rick also talks about the transparency of the internet and challenges a new way to do business because of the universal availability of information. He says we must bring insights to our customer because they are in need of our expertise. He also shares his view on where parts gross margins need to go in the age of the transparent internet.
THA 024: Quality Controls – Why it Matters for Retention & Reputation
Why Great Quality Controls Matters for Customer Retention and Shop Reputation.
A top lesson from three aftermarket colleagues who understand the value and need for a great quality control process. They leave no doubt why you need to adopt and improve your quality controls.
Tough love discussion that covers the importance of measuring your QC to help reduce mistakes (we are human we all make them) and how QC brings accountability to your overall processes. Investing in your QC program is as good as getting a five start on-line review. If you don’t you may be wiping up a two-star review.
Most shops do a great job fixing cars. That is not good enough anymore. Many more great take-a-ways that will fill up a yellow pad.
THA 018: ASA Connected CARS Detroit May 2017
What is Your Knowledge Quotient on the Connected Car?
ASA held an important industry event in May 2017 in Detroit, Michigan. Is was the ASA Connected CARS program. Presentations from Delphi, ETI, GM, Mahle, and Bosch highlighted the event as the future of ADAS and Autonomous Vehicles (AV) was discussed.
The Academy panel includes event organizer Donny Seyfer, shop owners Peter Rudloff, Craig O’Neill and technician Dave Wagner. Listen to your colleagues perspective on their take-a-ways from Connected CARS Detroit and how they see the opportunities shaping up the future of the aftermarket.
RR 241: Jorge Menchu – AES Wave and Instructor
Are You Learning Up To Your Maximum Potential?
Industry trainer and entrepreneur Jorge Menchu, President of AES Wave is enthusiastic about teaching our industries technicians. He is more passionate on how technicians learn. He says that the basic problem of learning is to understand the mechanics of learning.
Jorge shares his Four Levels of Learning and says if you are in control of your learning process you will learn more. He says everyone knows how to learn. If you are not struggling to learn; then you are in control of the process of learning.
THA 017: What Happens When The Phone Rings
What Happens When The Phone Rings?
Are you prepared with a clear mind and a clear and confident message? A big moment of truth with your customers is that interaction with the phone call.
Set yourself up to make a strong impact with every phone call. Focus, don’t multi-task, and practice your script and prepare to solve your customers’ problem.
RR 240: Marion Miller from Complete Marketing Resources
Have You Ever Wondered If Your Website Is Keeping Pace with The Needs Of Your Customer?
Marion Miller from Complete Marketing Resources is a website expert. Her company has received Top 10 Automotive Website honors in 2015 & 2016. She is keeping pace with changing technologies and especially with what works for consumers.
Among ten top talking points we talk about the power of your home page, the evolution of web-based search (will you be ready for this change), the value of blogging, and the top three ingredients to an award winning website.
THA 023: Social Media – How To Strategies
This Academy Panel says Social Media is the Most Important Marketing Tools at your Disposal.
Carrie-Lynn Rodenberg, Greg Buckley and Ron Haugen discuss their views on the power of social media. They talk about the value of posting, how they do it, the frequency, and where they get content. The panel discusses the long term viability of websites and the growth and power of Facebook and Google into the future.
Greg Buckley shares his five “E’s”: Educate, Engage, Entertain, Entice and Elevate as it relates to Social Media. Ron Haugen shares his inspirations for posts and a sure method to grow your likes.
RR 239: John Burkhauser – Director of Educational Programs – Bolt On Technology
What You Can Learn from Your Dentist on Setting Appointments.
John Burkhauser, the Director of Educational Programs at Bolt-On Technology has a storied career as an automotive technician and as a post-secondary automotive educator. He is finding his career path has set him up for this current job.
John says the service process really hasn’t changed in 30 years. For many shops, it is still a day of putting out fires and trying to keep one’s head above water. He has his opinions on finding techs in post-secondary schools, the importance of best practices, and insights on digital vehicles inspections.
RR 238: Greg Bunch from Aspen Auto Clinic
Is your service adviser getting forty hours of training per year?
Greg Bunch owner of Aspen Auto Clinic a five-store operation in Colorado Spring, CO tells the story on how his first branch came about. Greg tells of his best practices on how to scale for multiple locations. He shares the traits of a shop owner when preparing for expansion.
We talk consolidation, the value of quality service adviser training, what good technicians want from their shop owner, how to prepare for expansion (you need capitol), customer retention and more.
He also talks about his Transformers Mastermind group for multi-shop operators.
THA 016: Lean Processes – Relentlessly Work On Eliminating Waste
A commitment to Lean Process Improvement will yield a better customer experience.
Lean processes minimize technician activity outside of their work bay, creates uniformity in all communication pieces between service writers and technicians, can benefit the shop by hiring alternative staff for cleaning needs throughout the shop.
Lean also help you realize the value in the placement of equipment throughout the shop space and why it makes for a more efficient operation. Be sure to match the correct technician to every job when possible, play to their strengths … and so much more.
THA 015: How to Improve Employee Loyalty
How to Improve Employee Loyalty and create engaged team members.
Listen to Ryan Clo, Dwayne Myers and Jude Larson talk about the power of gratitude, the importance of sharing your vision, creating a powerful work environment, the value of training for personal improvement, pay and bonus programs, mentoring and why you need to share your numbers.
THA 014: Customer Retention Strategies
Do you have a customer avatar, a profile of your ideal customer?
Listen to this great lesson on customer retention and marketing from Gene Morrill, Ron Haugen and Maylan Newton as they bring to the forefront, customer marketing budgets and a yearlong plan, social media, special events, car care clinics and digital service reminder.
Many great ideas to jump start or re-invent your customer retention strategy.
RR 237: Rhonda Hiltbrand – News Works Marketing Group
Does Direct Mail Newsletter Marketing Work?
Join Rhonda Hiltbrand for a frank discussion on direct mail marketing. She sees a place for direct mail and especially newsletter marketing for service professionals.
Learn why direct mail is not dead and how it blends with social media. Rhonda talks marketing ROI, the tactics behind newsletters and why we are fighting clutter every day.
She says a newsletter is a platform to talk to your customer and help you stand out among the 6,000 advertising messages we are bombarded with every day.
RR 236: Bob Cooper – Elite Worldwide
Do You Know Why the Success of your Business is Dependent on Setting Huge Long-Term Goals?
Bob Cooper, President of Elite Worldwide share his five principles of success. He explains why having BIG goals is important to personal and business success. Bob has brought his expertise to the automotive industry as a trainer and a coach. He has also spoken worldwide to many Fortune 500 companies, private banking groups, school districts, the United States Army.
Bob gets into the details on his five principles and offers a special bonus; the CEO’s job description.
THA 013: Expense Control – Best Practices
Expense Control and Other Money Saving Ideas. This Town Hall Academy hits on budgets, expense control being a team effort, expense leakage, delegating certain tasks, When an expense is not an expense and developing relationships in the community among other key cost reduction ideas.
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