Culture Makes Great Customers, Keeps Great People, and Attracts Superstars [THA 255]

Key Talking Points

  • Being authentic with & about internal self-talk (like the angel & devil on the shoulders that we all have)
  • Hiring after growth- does it divide the existing team?
  • Screen and filter for core values during interview process- involve the team in the interview process
  • Transparency for internal employees and customers
  • Stay consistent
  • Creating goals together
  • “Lead from the front, it’s hard to push a rope”
  • Vision won’t go anywhere unless it is shared, written, and in front of everyone every single day. Tie the vision with what people want. 
  • Sharing finances and educating employees with their own finances
  • Empower employees- act as business owners
  • Community-create deep community bonds. Getting your team involved with these endeavors gives them a sense of accomplishment and starts to shape tomorrow’s philanthropists 
  • Get connected with other shops
  • EOS setting company culture- regularly schedule meeting with same agenda (Weekly, Quarterly, Annual Meeting) Living in a 90 day world. Quarterly one-on-one conversations with bi-directional feedback
  • Dream Manager by Mathew Kelly-A business parable about how companies can achieve remarkable results by helping their employees fulfill their dream. Special position within the company to help people dream and execute on those dreams. Help people get what they want in life, Helps you get what you want in life.
  • “The Energy Bus Field Guide” Jon Gordon

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Important Books

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The Panel

Russell Crosby is the owner of Russ’s Wrench Auto Repair located in Clinton, NJ. Russ’s previous episodes HERE

William J. DeBoer (Bill Jr.) is Co-owner and Vice President of DeBoer’s Auto Sales & Service. Bill has been responsible for bringing innovations in daily operations to the full-service, high-tech auto repair facility for 20+ years. Bill was able to fuse his passions for technology and cars with a Certificate in Automotive Technology, followed by a B.S. in Business Management from Penn State. Bill is an Accredited Automotive Manager from the Automotive Management Institute as well as a CERTIFIED MASTER DEALER® from the National Independent Automobile Dealers Association. His National Institute for Automotive Service Excellence (ASE) credentials includes: Master Technician, L1 Advanced Engine Performance, P2 Parts Specialist, and X1 Undercar Specialist. Listen to Bill’s podcast episodes HERE.

Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ


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.

Follow the podcast on your favorite podcast listening app and always listen to learn just one thing!