Here are the two most recent episodes
Pete McNeil discusses the changing needs of employees in the post-COVID workplace, particularly focusing on Gen Z employees. He talks about the importance of providing a positive customer experience and adapting to the preferences and attention span of Gen Z employees. He also discusses the challenges of hiring and retaining Gen Z employees, including the need for benefits, learning opportunities, and potential pay advantages.
Carm Capriotto and Maryann Croce discuss the importance of attending industry conferences and how to maximize their value. They provide tips such as having a growth mindset, planning ahead, and taking action on what is learned. They emphasize the value of networking, exchanging contact information, and respecting sponsors, speakers, and vendors. They also recommend documenting insights, taking pictures and videos for social media, and representing your business professionally. After the conference, they suggest debriefing, discussing takeaways, and creating a plan of action.
And all the rest:
Invest in the Industry's First Rate Content From the Premier Aftermarket Auto Shop Podcast
Part 2 of our labor rate discussion in the automotive aftermarket industry. Our panel emphasizes the importance of setting labor rates based on the shop’s own expenses and profitability, rather than comparing them to competitors. They also stress the need for regular labor rate increases and educating staff about the financial aspects of running a shop. They address fear and mindset issues that can affect labor rates and overall success. The episode provides valuable insights and advice for shop owners in effectively setting and managing their labor rates.
‘Car Coach’ Lauren Fix discusses the topic of synthetic fuel, explaining Porsche’s investment in e-fuel as an alternative to electric conversion. Lauren shares her thoughts on EVs and the government’s role in mandating their use. She believes in the freedom of choice when it comes to the type of vehicle one wants to drive, be it electric, hybrid, diesel, or gas.
Dan Taylor discusses various aspects of running a successful automotive repair business. He emphasizes the importance of having a roadmap to success, repackaging information to resonate with different people, utilizing reliable shop management systems, client and employee retention, effective marketing strategies, well-defined processes and procedures, and artificial intelligence in the industry. The episode concludes with a discussion on the importance of making money in the automotive repair industry and the need for a paradigm shift towards maintenance and customer service.
Our panel discusses the topic of language and terminology changes in the automotive aftermarket service industry. It’s important to use clear and professional language with employees and customers, as well as the significance of honesty and trust in communication. They also touch on the distinction between “technician” and “mechanic” and the need for ongoing training and teamwork. We hope that our discussion will inspire you to reflect on your own communication practices and make necessary improvements.
Dr. David Weiman discusses the emotional attachment people have to their cars and how the repair industry can empathize with customers during the process of saying goodbye to a beloved vehicle. This case study was prompted by Dr. David’s own experience with saying goodbye to his car. He discusses the parallel between the automotive industry and the medical field in terms of diagnosis and repair, and the importance of trust and the role of service professionals in providing certainty and safety to customers.
Ryan Baxter, the owner of Modern Auto Service in Fruitland, Idaho, shares his approach to training, including setting aside dedicated time every week and bringing in trainers for technical and personal development. Ryan emphasizes the positive impact training has had on his business and the value of continuous learning.
Aaron Weber, a shop owner from D & E Auto Repair in Chico, California, discusses his experience during the devastating Paradise Campfire in November 2018. Aaron shares how he and his family lost everything in the fire and had to start from scratch. He is transparent about the challenges they faced, including dealing with insurance, finding temporary housing, and seeking assistance. Despite the difficulties, Aaron emphasizes the importance of compassion and empathy, and how this experience has made him a better leader.
Carm Capriotto hosts a panel discussion on family businesses, specifically focusing on the challenges faced by sons of bosses (SOBs). Andrew Marcotte and Anthony Campanella share their experiences of working in their family businesses and the unique dynamics that come with it. They discuss the perception of nepotism and the importance of earning respect and value in their own right. They also discuss leadership development, work-life balance, communication, and succession planning in family businesses.
Derek Kaufman, Managing Partner at Schwarz Advisors, discusses the transition to electric vehicles (EVs) and the potential for alternative fuels to coexist with EVs. He explores the recent European Union’s mandate to eliminate internal combustion engines by 2035 and the possibility of allowing fuels to keep ICE cars alive. The conversation then shifts to e-fuels, their production process, and the challenges of scaling up renewable electricity for their production. Both Derek and Carm emphasize the importance of finding a balanced approach that considers different solutions to address climate change.
We’ve got a fantastic panel of guests, including Jimmy Lee and Kent Bullard from The Institute, and Brian and Kim Walker from Shop Marketing Pros to discuss ASTE, the Automotive Service and Technology Expo in Durham, North Carolina.
Nichole Bennecoff discusses the importance of customer experience in the automotive industry. Nicole shares her company’s focus on customer experience and introduces Taylor, a client success representative who manages communication between clients and the company. Taylor’s responsibilities include monitoring client communication, arranging loaner vehicles, supporting service advisors and providing excellent customer service. Nicole and Carm also touch on setting client expectations, appearance, and the importance of listening to service advisor calls.
Murray Voth discusses the importance of teaching and training employees instead of assuming they have common sense or knowledge. He shares personal anecdotes and observations from the automotive industry to highlight the need for employers to nurture a natural curiosity and desire to learn in their employees. He also discusses effective teaching and training methods, the importance of understanding employee strengths and preferences, and the significance of clear expectations and policies during the onboarding process.
“The art of asking the right questions: this approach, inspired by the Socratic method, helps uncover valuable insights and ensures a thorough understanding of situations. Authenticity is key in every interaction.”
Carm Capriotto introduces a panel to discuss the importance of listening to service advisor calls. Rena Rennebohm and Clint White are service advisor coaches, while Collin Ashin and Tyler Nichols are their clients. They discuss the benefits of reviewing recorded calls, such as identifying areas for improvement, enhancing problem-solving skills, creating a safe environment for feedback, the value of coaching, and the need for continuous improvement. Remember, the journey to self-improvement begins with a single step.
Our panel discusses the benefits of “Today’s Class” software, a key training tool for technicians and service advisors in the automotive industry. David Boyes, President of “Today’s Class” explains that Today’s Class uses adaptive learning technology to make training sessions accessible and tailored to the strengths and weaknesses of each team member. The episode highlights the importance of continuous training and its impact on team building and knowledge retention in the industry.
Ever wondered what makes a leader truly great? Joe Marconi discusses the value of being approachable, connecting with your employees on a personal level, asking about their life outside work, and genuinely caring – it all contributes to a positive work environment. Remember, leadership is a constant learning process. Let’s nurture empathy, be open to self-reflection and keep the balance between old school values and new school flexibility.
Carm Capriotto introduces a special edition of Remarkable Results Radio featuring the Joe’s Garage training bay at AAPEX that provides training and career opportunities this fall. Our panel discusses the unique opportunity at Joe’s Garage, where they will bring together people from distribution, trainers, shop owners, and lead technicians to work on vehicles in real time. They also discuss the importance of quality parts, attracting the youth to the industry, professionalism, continuous learning, and the impact of attending AAPEX. They are passionate about the future of the automotive industry and encourage young talent to join.
Fernando Miranda, Aleta and Kevin Delaney and Jeremy Behling discuss their participation in the Transformers 2022 Summit in Cancun, where they took part in a team-building “Build a Bike” activity. The panel share heartwarming stories of giving bikes to local students in need and sponsoring their education. They emphasize the importance of philanthropy and how it can have a positive impact on both the community and business. Carm encourages listeners to have a giving heart and take action to help others. The episode aims to inspire listeners to make a positive impact in their own communities.
Corey Glassman, an EV consultant with Automotive Service Excellence (ASE), brings his wealth of experience and knowledge about Electric Vehicles (EVs), shedding light on the importance of EV certification and electrical safety. Corey discusses the power of certification, the levels of EV certification, electrical safety training and the importance of respecting the potential risks associated with working on EVs.
The Brakes for Breasts campaign, every October, supports breast cancer vaccine research at the Cleveland Clinic. The co-founders of the campaign, Leigh Anne Best and Laura Frank, discuss the importance of finding a cause that aligns with their values and the challenges of funding vaccine research. They discuss the initiative and how it raises funds for breast cancer research by offering free brake pads to customers in October. Dr. Justin Johnson from the Cleveland Clinic talks about the importance of a vaccine trial for triple negative breast cancer. Jennifer Davis, the first recipient of the vaccine trial, shares her experience. Our panel emphasizes the importance of community support and the potential of the vaccine trial to revolutionize cancer treatment.
We are challenging the industry to reach a goal of $369,000 or even $400,000 for this year and to involve at least 500 shops. This is a simple and effective program to offer to your customer and to anyone involved to tour the lab and see the impact of their contributions.
Jon Kloosterman, the Director of Operations at West Side Service in Zeeland, discusses their recent acquisition of a business and their approach to training and retention of technicians. The acquired business had been a pillar in the community for 72 years and was ready for a change in ownership. Jon also highlights the importance of maintaining professionalism and focusing on the right KPIs in your business.
Luke Murray discusses the upcoming training conference organized by the Automotive Service Councils of California (ASCCA) including the growth of the conference over the years, the fundraising event for the Automotive Service Council Education Foundation (ASCEF), and the importance of training in the automotive industry. Luke shares details about the conference program and how feedback from shop owners helps determine the topics and content. He also discusses the value of repetitive training and the benefits of attending conferences regularly. Luke highlights the goals of the conference and the opportunity for new members to join ASCCA at a discounted rate.
Join our panel as they share insights on the importance of courage, different leadership styles, the need for tough conversations, and the role of coaching and mentoring in developing courage in teams. The panelists emphasize the importance of effective communication, training, and providing individuals with the tools and confidence to make courageous decisions. They also discuss the need for leaders to make tough decisions even when uncomfortable.
Our panel from NAPA AutoTech Training, discuss key insights regarding the pivotal role of continuous training in the automotive aftermarket industry. What are the challenges of learning technical material after a demanding workday and is there the need for tailored training sessions that consider the environment and attention span of technicians? The NAPA Apprentice Program was highlighted for its self-paced approach, allowing apprentices to earn multiple ASE certifications in a span of two years. Beyond training, the panel stressed the significance of investing in technicians and the consensus emerged that prioritizing attitude and work ethic in technician hiring, rather than just skill sets, equals a successful workforce.
Rick Levitan shares his experience and insights on real estate in the automotive industry. He discusses the importance of developing a strategy when expanding and finding new locations, as well as various methods for finding potential sites. Rick advises against falling in love with a specific location and highlights the option of leasing with an option to buy. He also discusses the role of real estate investment trusts (REITs) and the importance of demographics when considering a new location. Rick emphasizes the need for careful planning, good advisors, and transparency when acquiring a business or property.
Rick White discusses the challenges of maintaining focus and avoiding distractions. He explores the negative effects of distractions on productivity and shares insights on how to improve focus. Rick White, a business coach, provides tips on creating bubbles of focus, scheduling tasks, and setting boundaries with distractions. He emphasizes the importance of having a clear destination and purpose, as well as the need to overcome obstacles and challenges.
How do you define professionalism? It’s not just about how we dress but how we act and conduct our business. In this episode our panel dives into how professionalism is key in the automotive industry, and how it affects our businesses. They discuss the impact of professionalism on customer perception and satisfaction, and share personal experiences of creating a positive and welcoming environment in their auto repair shops. By prioritizing both the physical appearance and the customer experience, auto repair shops can set themselves apart and create a loyal customer base.
Trish Serratore, who is retiring after 35 years with the Automotive Service Excellence (ASE) organization, discusses new testing and certification for electric vehicles, instructor training, and the process of remote testing with ProProctor. Trish explains the safety standards for EV technicians and the convenience of taking tests from home. As we bid farewell to Trish, we also look forward to the exciting developments in the pipeline!
What are some of Rachel Spencer’s “Rachelisms?” The Power of Consistency: Rachel emphasizes the importance of consistency and communication in her operations. She believes in creating habits, holding each other accountable, and striving for perfection while acknowledging that mistakes can happen. Customer Communication is Key: Rachel’s approach to customer service is all about overcommunication. You must provide customers with as much information as possible upfront, offering financing options, and sending vehicle health and safety reports via text. Rachel also shares her experiences with recruiting technicians including reaching out to institutes with automotive programs.
“Do our technicians, when they close the hood, take the rag, you know, they rub the hood, make sure there’s no fingerprints? Do they really think about the role that they had in that customer’s life? Most of them don’t.”
Dan Taylor shares a personal experience where his technician played a crucial role in getting his wife to the hospital in a life-threatening situation. This incident made Dan realize the importance of our mission in ensuring the safety and reliability of vehicles. What is the ‘why’ behind someone’s work and why is that important?