Creating a Culture of Productivity – Scott Brown [RR 671]

Scott Brown, Cardinal Plaza Shell, Springfield, VA. The second-generation owner of Cardinal Plaza Shell, a 2,700 square feet, 5 bay independent repair shop and LEVEL 5 Solutions, an automotive technology company. Celebrated 50 years in business during 2019. Scott is a Member & Past President of Virginia Automotive Association, Member of Car Care Professional Network through the ACA. and founding partner of the Blue Ocean Buying Group for independent repair shops. Listen to Scott’s previous episodes HERE

Key Talking Points

  • Culture of productivity- 5 bay shop produces 4.2 million per year. 
  • CEO must set culture and value system- must be rigid
  • Being grateful for everything, entitled to nothing – creates an attitude of resilience, instead of chasing productivity you’re striving for achieving performance. Look beyond the numbers. 
  • Falling into a trap- have to do everything, be strong for everyone, all “I” statements. Problem with pride- don’t want to show vulnerability/weakness. Turn “I” statements to “we.” Become more concerned for the needs of others instead of yourself. Giving up control allows your team to thrive. The only barrier is you (the owner)
  • How can you increase culture every single day? Staying late to help, recognizing hard work from someone else, going out of the way to give praise to each other. Everyone can be a leader and give back to each other. 
  • How do you know if the culture is working? Do you love going into work every day? 
  • Goodhart’s law- “when a measure becomes a target, it ceases to be a good measure.”
  • Who does the shop belong to? Anyone but the owner, it belongs to the clients, the team etc.
  • Competition with yourself instead of others- everyone can still pull together 
  • Are you living inside of a broken culture? Need permission for more than one person to make a purchase or try something new, lack of communication, budgets that cripple creativity. 
  • Organizational debt- problem happens once but there is a creation of procedure that doesn’t serve the organization  
  • Apple TV Show: Ted Lasso


  • Thanks to Scott Brown for his contribution to the aftermarket’s premier podcast.
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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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