Second in Command – A COO/GM Perspective [THA 236]

Chris Chagnon, GM and COO, Cardinal Plaza Shell, Springfield, VA

Jack Curran, G & C Tire and Auto Service, since 1996 two locations, Chantilly and Manassas, VA

David Huntley, GM/VP Greg’s Japanese Auto, 8 Locations in Greater Seattle, WA

Key Talking Points

  • COO/General manager is a day-to-day role, the CEO is focused on the future. Implementing CEO vision.
  • No shop is too small for a COO role
  • CEO letting go- stepping back from the day-to-day customer-facing tasks, accepting and trust between each other with clearly defined roles and responsibilities. The CEO needs to want the business to grow and have COO role. 
  • COO training- promote from within business who has the insights and initiative, training classes for COO, mentor, networking groups, coaching groups
  • COO challenges- manage the CEO and them keep on track and direct reports below you
  • COO strengths needed- Challenge COO and have different approaches without fear of being yelled at or retribution. The memory of ‘gold fish’ at times-let any negativity behind. Can’t be afraid to try new things. Stagnation kills businesses. Attention to detail- pay attention to the smallest things in business without being a micromanager. Adapt and make changes constantly. Continue to move employees forward with personal growth. Self-aware and constructive. Know the financials.
  • Make The Noise Go Away: The Power Of An Effective Second-In-Command  
  • A special thanks to Chris Chagnon, Jack Curran and David Huntley for their contribution to the aftermarket.

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About the author, Carm Capriotto, AAP

Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.

Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.

As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.

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