Redefining Business Bravery: Stories of Courage [THA 341]

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.

Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE

Jarred Downs, Steve’s Automotive Specialists, Salt Lake City, UT.

Alex Cronin, Ulmer’s Auto Care, Cincinnati, OH.

Show Notes:

  • Watch Video Episode 
  • Courage in Leadership (00:00:01) Discussion on the importance of courage in leadership and the different styles of leadership.
  • Teaching Courage (00:04:19) Exploration of how to teach and develop courage in teams and the role of coaching and mentoring.
  • Tough Conversations (00:06:33) Importance of having tough conversations as a leader and the need for transparency and clear expectations.
  • Courage in Communication (00:08:59) The importance of checking if messaging got through and the need for leaders to visit stores and have conversations.
  • Building Courage through Training (00:09:52) The impact of having proper procedures and training in place on an individual’s ability to make courageous decisions.
  • Confidence and Ownership (00:13:08) The relationship between confidence, ownership, and courage in making courageous decisions.
  • Courage in Leadership (00:18:20) Discussion on building courage in service managers through coaching and empowering them to make decisions within company boundaries.
  • Customer Experience Strategy (00:19:16) Exploration of the discretion given to service advisors to make decisions that prioritize customer satisfaction, with post-situation analysis for improvement.
  • Tough Calls and Courage (00:20:21) Highlighting the importance of having the courage to make tough decisions for the benefit of the company, team members, and individuals, rather than relying solely on self-confidence.

Thanks to our Partners Shop-Ware and Delphi Technologies

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians.

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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.

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