Scott Wheeler, President of Automotive Consultants Group, Inc. (ACGI) is a management expert in the transportation industry, with over thirty-seven years’ experience in the automotive, trucking, heavy equipment, marine, motorsports and defense aerospace industries.

Scott holds numerous ASE credentials, including two Master’s Certifications. He has experience working in many capacities — from Tech, Fixed Operations Director, and Mechanical Engineer.

Scott has authored 4 books for the automotive industry. In addition, he is an AMI-Certified Management Instructor. ACGI has served as an expert witness in various court cases.

He speaks professionally at major industry events throughout the U.S. and Canada and is a featured writer, consultant, and contributor to Motor Age, Ratchet+Wrench, ASA’s Auto Inc., and Canadian Technician magazines.

ACGI applies a unique systematic approach to each client they serve throughout the U.S. and Canada.

Key Talking Points

• In our industry communication is paramount to building a strong customer and team relationship.
• The customer’s concerns on their car require the service consultant to ask the right questions and employ active listening skills and empathy along with the art of asking the proper questions.
• Every case is different which mandates these skills.
• You need to understand your customer’s communication behaviors and DISC is a great way to best understand how to communicate with your customer
• The service consultant interrupts what the customers says into a repair order that explains precisely what the customer’s concern is and guides the technician to precisely what, from the customers perspective, is wrong with the vehicle.
• The 3 C’s
  • Customer Concern
  • Cause of the Concern
  • Recommended Corrective Action
• Virtual Vehicle MD is a tool to use to help explain and communicate with your customer.
• Playback word for word to the customer what the service consultant understands.
• Double up on your listening vs. you talking.

• A special thanks to Scott Wheeler for sharing his passion – For The Record.
• Books mentioned in the content library HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Email Carm HERE.

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events   Instagram   Speaking

This episode is brought to you by FlexCheck Auto Digital Vehicle Inspection Software.

Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable.

FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video and vehicle specific notes about a vehicle’s condition can be shared quickly with vehicle owners. This simple, fully customizable system is designed to operate on any Android device. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners.

Today’s vehicle owners want to receive their vehicles health status electronically, this makes FlexCheck Auto the most transparent way to do sell auto repair. Try it for free for 30 days! Go to FlexCheckAuto.com to learn more.

Download the Remarkable Results Radio listening APP for your smart device:

Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE.

Key Talking Points

• There is a top group of Millennials that are perfect for our industry.
  • They need development and good leadership to take them to the next level.
• Many millennials did not do what we did at their age.
  • They may not have the social skills, eye contact, or making friends. We can help them with their soft skills.
• We must offer them a career plan or path with you and/or the industry.
  • Working them on building a career path is your responsibility.
• They are smart and have yet to apply themselves to their future.
• We need to be a goal based industry with roadmaps for each individual on our team.
• Stop the reviews based on a score of 1 to 5. Review your people based on their goals; short, medium and long range.
  • You need to help them achieve their goals.
• Pair millennials with baby boomers. Pairing multi-generation people helps bring out the shared wisdom.
• Promote from within. Your goal based review system helps here.
  • People want to work at a place where the culture is to promote from within. Don’t just say it do it.
  • A benefit from promoting from within, they have already tasted the kool-aid.
• You grow your own tech by promoting from inside.
  • Show a world of opportunity in our amazing industry where they do not have to be a technician for the rest of their lives.
• Reach out to parents, high schools, colleges and bring them into your business and show the opportunities.
  • Invite the entire class at the local automotive college to your shop for a tour and a talk about the breadth and size of our industry.
• Apprenticeship programs are another great way to integrate a new team member.
• Dwayne hasn’t looked for young talent in 3 – 4 years because of the strength of his apprentice program.
  • Apprentices must be challenged.
• The basis of your strong culture will be to communicate. The millennial generation wants to hear from us.

• A special thanks to Dwayne Myers for sharing his passion – For The Record.
• Books mentioned in the content library HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Email Carm HERE.

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events   Instagram   Speaking

This episode is brought to you by FlexCheck Auto Digital Vehicle Inspection Software.

Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable.

FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video and vehicle specific notes about a vehicle’s condition can be shared quickly with vehicle owners. This simple, fully customizable system is designed to operate on any Android device. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners.

Today’s vehicle owners want to receive their vehicles health status electronically, this makes FlexCheck Auto the most transparent way to do sell auto repair. Try it for free for 30 days! Go to FlexCheckAuto.com to learn more.

Download the Remarkable Results Radio listening APP for your smart device:

Aaron Shaffer began his career with KYB in 2002 as a Territory Sales Manager after working in several auto parts stores. In 2003, Shaffer was promoted to manage the introduction of KYB into an auto parts wholesaler with 300 locations.

In 2004, he relocated to KYB’s headquarters in Addison Illinois, where he was named Customer Service Manager. In this role, he managed a team of 11, improving policies and procedures to adjust to KYB’s growing aftermarket business. Mid-way through 2005 Shaffer became KYB’s Marketing Manager. As Marketing Manager, his responsibilities included Advertising, Public Relations, and Pricing. He helped to create KYB’s first National Marketing Calendar, and was involved in many special projects including the launch of KYB’s complete corner assembly, Strut-Plus, and the introduction of KYB’s service provider-focused training initiatives.

In 2010 Shaffer relocated to Washington DC to work directly with channel partners on the east coast. He assisted with KYB’s service provider training programs and was later promoted Business Development Manager, working directly with several key national account distribution partners. The Import Vehicle Community recognized Shaffer with the Young Executive of the Year Award in 2016.

Shaffer recently moved to Indianapolis to work out of KYB’s North American Headquarters and was named the Director of Product and Marketing. He is responsible for new product development and introductions as well as marketing materials, national promotions and all public relations activity. Listen to Aaron’s previous episodes HERE.

Key Talking Points

• He listens to what the service provider tells their customers about why they should choose a premium product over a value line. They say ‘It Will Last Longer’
  • A wrong assumption based on how long they will keep their car or how hard they are on their vehicle.
• Reality why premium over value. It is about the performance of that part on the vehicle and how that part works to keep the vehicle operation as the manufacturer intended.
• So much new technology being built into vehicles today with amazing safety systems.
• These safety systems rely on mechanical components.
• Consider the performance of systems if you are putting parts on that are not OE intended.  
• Tell the motorist how the performance of the replacement part is related to the whole system so everything works as the OE intended.

• A special thanks to Aaron Shaffer for sharing his passion – For The Record.
• Books mentioned in the content library HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Email Carm HERE.

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events   Instagram   Speaking

This episode is brought to you by FlexCheck Auto Digital Vehicle Inspection Software.

Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable.

FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video and vehicle specific notes about a vehicle’s condition can be shared quickly with vehicle owners. This simple, fully customizable system is designed to operate on any Android device. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners.

Today’s vehicle owners want to receive their vehicles health status electronically, this makes FlexCheck Auto the most transparent way to do sell auto repair. Try it for free for 30 days! Go to FlexCheckAuto.com to learn more.

Download the Remarkable Results Radio listening APP for your smart device:

Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group.  He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest.

I’ve seen John speak at many events and he always ignites the spirit of self-development and leadership. John works with many aftermarket organizations to increase its effectiveness by better utilizing their human capital to implement change initiatives including Management Development, Leadership Development, Personal Development, and Team Development among others.

John is the author of the book: The Human Side, Human Touch Leadership in a High Tech World and the creator and thought leader behind the book: A Woman “s Perspective on Leadership!!

An adjunct Professor at the University of the Aftermarket, listed in Who s Who in Training and Development and in the Automotive Hall of Fame. John is also an Executive Coach to many aftermarket leaders. Find John’s other episodes HERE.

Order John’s books here: Orgdevgroup@gmail.com

Aaron Shaffer began his career with KYB in 2002 as a Territory Sales Manager after working in several auto parts stores. In 2003, Shaffer was promoted to manage the introduction of KYB into an auto parts wholesaler with 300 locations.

In 2004, he relocated to KYB’s headquarters in Addison Illinois, where he was named Customer Service Manager. In this role, he managed a team of 11, improving policies and procedures to adjust to KYB’s growing aftermarket business. Mid-way through 2005 Shaffer became KYB’s Marketing Manager. As Marketing Manager, his responsibilities included Advertising, Public Relations, and Pricing. He helped to create KYB’s first National Marketing Calendar, and was involved in many special projects including the launch of KYB’s complete corner assembly, Strut-Plus, and the introduction of KYB’s service provider-focused training initiatives.

In 2010 Shaffer relocated to Washington DC to work directly with channel partners on the east coast. He assisted with KYB’s service provider training programs and was later promoted Business Development Manager, working directly with several key national account distribution partners. The Import Vehicle Community recognized Shaffer with the Young Executive of the Year Award in 2016.

Shaffer recently moved to Indianapolis to work out of KYB’s North American Headquarters and was named the Director of Product and Marketing. He is responsible for new product development and introductions as well as marketing materials, national promotions and all public relations activity

Shaffer holds a BBA in Economics from Northwood University.  He is a lifelong automotive enthusiast and has been active in Motorsports competing in 24 Hours of Lemons events as well as racing sprint cars. Aaron is married to Jennifer Louie Shaffer.

Key Talking Points:

• It helps the Mentee on the road to Self – Awareness !!
  • Their Values, strengths, and areas that need improvement !!
  • And probes what they are passionate about !!
  • External self-awareness is how other people see us !!  It is indeed a journey to learn about one”s self !!
  • The goal is Professional and Personal Growth !! Only about 15 percent of the population has a true sense of Self- Awareness !!!  It involves Trust and Courage !!
• Mentoring from both sides, people who have mentored me; Mike Howarth, Mac McGovern and Dr. John Passante and people I have helped and coached
• The importance of a plan and setting aside specific times to meet. Having a brief agenda is also helpful
• Always asking mentees questions, always challenging their thought process and most importantly standing with them when they fail. I believe that a lot of today’s younger employees really lack confidence.
• Importance of investing in people, because you can’t poach people who know more about your business

Resources:

• Thanks toDr. John Passante and Aaron Shaffer for their contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events    Speaking

This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com

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