Thanks to our Partners, NAPA TRACS, and Today’s Class

Show Notes:

• Watch Full Video Episode
• Introduction (00:00:00)
• The Importance of Active Delivery (00:02:31)
• Setting Relationship Expectations from the Start (00:04:10)
• Systematizing Customer Interactions (00:07:14)
• Building Rapport and Mirroring Customers (00:09:18)
• Consistency Across All Touchpoints (00:12:47)
• Managing Digital and In-Person Experiences (00:22:34)
• Using Tools to Support Consistency (00:25:25)
• Adding Human Touch to Digital Interactions (00:26:58)
• Explaining Value and Quality Control (00:28:07)
• Never End on the Dollar Amount (00:32:23)
• Training New Staff in Active Delivery (00:33:29)
• Evaluating and Developing Staff (00:35:05)
• Differentiating Your Shop & Consistent Messaging (00:36:50)
• Love, Grace, and Emotional Connection (00:37:27)
• Valuing Your Team and Business (00:41:00)
• Building Trust and Referrals Over Time (00:43:36)
• Communication Styles and Personalization (00:44:36)

Thanks to our Partner, NAPA TRACS

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Connect with the Podcast:

• The Aftermarket Radio Network: https://aftermarketradionetwork.com
• Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/
• Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
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• Visit the Website: https://remarkableresults.biz/
• Join our Insider List: https://remarkableresults.biz/insider
• All books mentioned on our podcasts: https://remarkableresults.biz/books
• Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom
• Buy Me a Coffee: https://www.buymeacoffee.com/carm
• Special episode collections: https://remarkableresults.biz/collections
• The Aftermarket Radio Network: https://aftermarketradionetwork.com/
• Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
• Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
• Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
• The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
• The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/
• Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
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Recorded at the 2024 Automotive Aftermarket Retailers of Ontario (AARO) Business Management and Lindertech Training Trade Show, join the discussion about the unparalleled camaraderie, local business support network, lifestyle changes, and management strategies shared among automotive business peers. These automotive industry leaders showcase the value of having a contingency plan and the impact of personal and professional transformations over the years.

Mark Bergasse, Mark’s Auto Service, Ontario

Glen Colling, Eastside Auto Service, Ontario

Carlo Sabucco, Sil’s Complete Auto Care Centre, Ontario, Carlo’s previous episodes HERE.

Show Notes

• Watch Full Video Episode
• Automotive Aftermarket Retailers of Ontario (AARO): https://www.aaro.ca/
• RR 341: Friends First-Competitors Second: https://remarkableresults.biz/remarkable-results-radio-podcast/e341/
• Mark’s Heart Attack Incident (00:02:29)
• The Impact of Local Networks (00:05:38)
• Competitive Yet Collaborative (00:06:49)
• Shared Customers and Support (00:09:10)
• Leadership and Team Dynamics (00:10:00)
• Changes After the Heart Attack (00:11:30)
• Mark’s Recovery and Moving (00:16:49)
• Implementing Systems (00:19:07)
• Continuity Planning (00:20:10)
• Personal and Corporate Wills (00:21:02)
• Importance of Coaching (00:21:47)
• Marketing Passion (00:24:41)
• Team Acknowledgment Practices (00:26:11)
• Balancing Strengths and Weaknesses (00:29:59)
• Long-term Business Goals (00:30:50)
• The Family Business Legacy (00:31:53)
• Future Ownership Plans (00:32:19)
• Unique Relationships Among Shop Owners (00:32:43)
• Depth of Trust in Business (00:33:13)
• Importance of Personal Connections (00:34:41)
• Trust as a Foundation (00:35:54)
• Lifestyle Changes After Health Scare (00:36:59)
• Navigating Dietary Restrictions (00:37:38)
• Cooking Tips and Culinary Adventures (00:39:06)

Thanks to our Partner, NAPA TRACS

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Thanks to our Partner, Auto-Fix Auto Shop Coaching

Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/Connect with the Podcast:

-The Aftermarket Radio Network: https://aftermarketradionetwork.com

-Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

-Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

-Follow on X: https://twitter.com/RResultsBiz

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-Join our Insider List: https://remarkableresults.biz/insider

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

-Special episode collections: https://remarkableresults.biz/collections

Thanks to our Partners, Shop Boss, and 360 Payments

Recorded at the 2024 Automotive Aftermarket Retailers of Ontario (AARO) Business Management and Lindertech Training Trade Show, Carlo Sabucco discusses the challenges of flat rate pay systems in the automotive repair industry, particularly for new technicians. He highlights the steep learning curve and unrealistic expectations associated with this pay structure. Carlos advocates for alternative compensation models, such as salary plus performance incentives, to better support technicians’ growth and align with their personal and professional aspirations.

Carlo Sabucco, Sil’s Complete Auto Care Centre, Oakville, ON. Carlo’s previous episodes HERE.

Show Notes

• Watch Full Video Episode
• Automotive Aftermarket Retailers of Ontario (AARO): https://www.aaro.ca/
• Discussion on Flat Rate Pay Systems (00:00:27) Discussing flat rate pay systems and their challenges in the automotive industry.
• Challenges for New Technicians (00:01:11) Difficulties faced by younger technicians under flat rate pay, emphasizing the learning curve.
• Alternative Pay Programs (00:03:09) Discussion on the need for alternative pay structures as some dealers move away from flat rate.
• Training and Continuous Changes (00:06:06) The impact of constant training and changes on technicians’ performance under flat rate systems.
• Paying for Dreams, Not Just Jobs (00:06:22) Carlo advocates for a pay structure that supports employees’ aspirations rather than just their job roles.
• Ethics and Speed in Flat Rate Systems (00:08:22) Concerns about ethical practices and the culture created by a focus on speed over quality in flat rate pay.
• The Need for Professionalism (00:09:23) The importance of professionalism and fair compensation in the automotive industry.
• Individual Pay Programs (00:10:23) Discussion on the necessity of tailoring pay programs to individual employee needs and dreams.
• Building Employees’ Dreams (00:13:34) The importance of understanding and supporting employees’ dreams to foster loyalty and performance.

Thanks to our Partners, Shop Boss and 360 Payments

Shop Boss – Shop Management Software built by shop owners for shop owners. It works the way you need it to, right out of the box. Find on the web at https://shopboss.net

Connect with the Podcast:

-Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

-Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

-Follow on Twitter: https://twitter.com/RResultsBiz

-Visit the Website: https://remarkableresults.biz/

-Join our Insider List: https://remarkableresults.biz/insider

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

-The Aftermarket Radio Network: https://aftermarketradionetwork.com

-Special episode collections: https://remarkableresults.biz/collections

The Aftermarket Radio Network

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level.

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching.

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest.

Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size.

Are you doing flat rate, salary, or a hybrid model? What are the pros and cons of all three? My panel brings light to this hot topic from different perspectives. The consensus from the group is there is no cookie-cutter model on pay plans you must factor in your culture and your team.

Watch the Episode on YouTube

Jeff Grassman, Carsmart Auto Service, Sumner, WA

Carlo Sabucco, Sil’s Complete Auto Care Centre, Oakville, ON. Carlo’s previous episodes HERE.

Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE

Key Talking Points

• Flat rate shouldn’t be used to fix problems
• A flat rate feels secure when there is a lot of work to be done, and there is tangible potential in front of them that they can get paid for. They fear when they don’t see the car count or have advisors who can’t sell and cater to presenting to “not get a no” from Mr. or Mrs. Jones.
• The hybrid model: performance-based pay. It has a base to lead those with hourly fear to feel a bit of security and the abundance reward that can be created from getting paid for producing more than 8 hours per day.
• All pay systems are good systems if the shop wins, the customer wins, and the employee wins.
• The mindset behind flat rate is “ a worker is worth their wages.” They have the opportunity to create an increase which is about an abundance mindset. This mindset motivates itself.
• The misconception that hourly is “safer” creates a scarcity or fear-based mindset. It always needs prodding to produce higher results at the level flat-rate can produce.
• “Shorten the racetrack” by investing in multiple tools 
• Get your techs excited about their efficiencies and quality of life
• Ask your employees what their ‘love language’ is

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

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

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

Did you know incentive pay plans are both monetary and nonmonetary? Your business must be profitable and have a clear vision with the right culture set in place for incentive plans to work. How are benefits, bonuses, and incentives different? Keep listening to find out how to incentify your employees to achieve their dreams.

Watch the Episode on YouTube

Bryan Kelley, Valley Automotive Repair & Electric, Covington, WA. Bryan’s previous episodes HERE.

Carlo Sabucco, Sil’s Complete Auto Care Centre, Oakville, ON. Carlo’s previous episodes HERE.

Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE

Key Talking Points

• Motivation- based on relationship, culture, and attributes that empower them. 
• You must be profitable to have financial rewards
• Your business model needs to be sustainable, growable, and expandable based on labor- you need to be profitable in labor
• Performance-based pay: pure pay for what they produce, to hourly based with an incentive scale that gets them to $50 to $70 an hour.
• Interview- paid training, employment programs for career growth, ask about their dreams and their ‘why’ and plan their incentive pay
• You’re not hiring a technician, you’re hiring for a career and lifestyle 
• Employees are looking for security and longevity 
• Bonuses: it’s the cherry on top, monthly/annual hours into training raises base hourly, ASE master raises base hourly, longevity bonuses for tenure, tool bonus based on hours or punctuality, consistency bonus: produced 50 hours or more for 2 to 5 weeks in a row earn up to another $5 an hour, leadership & personal development incentive: be a better version of themselves, Apprentice toolbox they get to keep after 5+ years, etc
• 74% labor GP on highest-paid tech- take 74%-100% = 26%, $40/.26= labor rate to be at 74%
• Modifying pay- what is the intent? Can it continue to change? Are there potential negatives by adding to the pay if something goes wrong in the pay plan? You can’t compromise and be a giver and taker. 
• Incentive plans don’t work if the employee doesn’t know how to track themselves. Teach your employees to watch themselves in the simplest way. 
• Give freedom- expand to quarter or every 6-month programs to take into account vacation, sick time, etc. Don’t make it a disincentive plan
• Critical sick time, health spending account, ‘pay the vacation,’ health benefits plan for families, team bonuses
• Your incentive plan should build your bench of technicians wanting to come work for you. One pay plan doesn’t work for everyone. It also needs to be tied to your vision for the business.

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

More Time. More Profit. Shop-Ware Shop Management getshopware.com

Your weekly broadcast production with wisdom shared by our guest host and a virtual shop tour. There is a trivia challenge and a special fortune cookie wisdom shared. 

• Guest Host Eric Ziegler. Eric will talk about the ‘Training in the technological revolution of our industry’. Eric’s previous episodes HERE.
• Virtual Shop Tour by Carlo Sabucco from Sil’s Complete Auto Care, Oakville, ON Carlo’s previous episodes HERE.
• Trivia Challenge: Which car did the Cunninghams from Happy Days Drive? Listen for the fortune cookie wisdom of the week

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Find Maylan’s previous episodes HERE.

“He is ‘just a car guy’ with lots of knowledge and is brave enough to talk about it”. Maylan’s purpose is to educate leaders to be a better owner or service writer.

Carlo Sabucco, 2nd generation owner of Sil’s Complete Auto Care Centre. My father started the company September 1976, I joined in 1994 and succession of ownership in 2009. Company is now a 7000 square foot facility with 8 bays and 6 wonderful team members. I would never be here today without the team, the help of some amazing coaches, my peer group for the last 16 years, and lastly my wife Melanie. The last 2 years has been a steep learning curve of C Suite coaching, personal development, learning to be a better leader and focusing on where the industry will be in 5-10 years and preparing for it. Listen to Carlo’s other Episodes HERE.

Glenn Larson, Foothill Autoservice, Lake Forest, CA

Key Talking Points

•  Defining “what is worth”The value equivalent to that of someone or something under consideration
• The level at which someone or something deserves to be valued or rated
• We are here to push you to rethink your labor ratesBuild your customer base to people that want to pay your price to have you maintain their vehicles
• Weed out customers who don’t want to pay the rates
• 80/20 Rule – 80% of your profits come from 20% of your customers
• Successful yearReputation
• Word of mouth advertising
• Focus on your peopleCustomers
• Employees
• Emotion is a big driver in worth and what we charge
• 3 angles of worthWorth of the businessThe right tools
• The right technicians
• Do you believe in your employees
• Worth of the mathematicsFormulas
• Calculations
• Are you the owner-worthy?
• Does your facility warrant what you charge?Can you walk thru your place and say “I actually should be charging more?”
• Do I need to clean house here and change things around to make it look a little better?
• Do I need better tools?
• If you don’t look like you belong, no one will pay your ratesUse good parts
• Have certified technicians
• We get paid for our knowledge, not what we do
• The business is meant to work for us, we’re not there meant to work for it
• Every shop in every area is differentRaise labor rates 2% every quarter
• How to’s and why’s of figuring out what to chargeKnow that you have to charge more
• Know the value of your business
• The cost of doing business
• Running the business on “jingle factor” is not P&LFocus on net profit
• What net do you need?
• Why do you need net?
• Paralysis by Analysis
•  Final thoughtsGlennIf you have more self respect for yourself and realize what you’ve put into the industry and what your value is to this industry, this will help you charge what you’re worth
• Your customers want you and your team to take care of their car and they will pay what you charge
• CarloYou gotta make money because no one will be at your retirement party because you didn’t know how to run a business. If you don’t make money, they’re not gonna be there to write you the check to take care of you in retirement.
• If your business goes under, it’s your fault
• MaylanWe have to understand our business
• Profit is not a bad word
• If something happens to you right now, how is this business gonna support your family with day to day expenses
• Your employees depend on you to make a profit so you can stay in business
• The value to your customer

Resources:

• A special thanks to Maylan Newton, Carlo Sabucco and Glenn Larson for his contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com

This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com

THA 124

These guys brought their A game and really were extremely transparent about their own personal story. The panel’s message resonated and was on point about coaching and accountability. There is a lot of talk in the industry as to the value of an accountability partner or coach. It is a personal decision. It is not for everyone, but this summit will help you resolve some of your very own concerns and help you make a decision.

Barry Barrett covers the premise of the book that builds a foundation for negotiation on the basis of understanding the other party through empathy and active listening skills.

During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people.

Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. He is a Ziglar Legacy Certified Coach. Find Barry’s other episodes HERE.

Carlo Sabucco started in 1994 after attending several years at Ryerson University for business. Thereafter graduated Mohawk college Automotive Tech Program.  Carlo has devoted a great amount of time surrounding himself with some of the greatest shop owners in the market. Over the years, Carlo attended training from Bob Greenwood to Cecil Bullard, Dave Schedin, Elite and group process with Jim Murphy, thru to Kelly Bennett, now he is with ShopPros. Today Carlo operates Sils Complete Auto Care Centre, a successful 8 bay facility, approx 7,000 square feet on the east side of Oakville, Ontario. Listen to Carl’s previous episodes HERE.

Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980s.  Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island. He attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod.  Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists, Poughkeepsie, NY.  When the owners retired in 1995, Kevin bought the business and the rest is history. Find Kevin’s other episodes HERE.

Key Talking Points:

• If you are not willing to be held accountable do not consider hiring a coach. Do not listen to this episode. Stop reading
• If you admit that you do not know it all, you may benefit from an accountability coach
• You need to find a coach where the relationship is of mutual respect
  • You will not listen to a person who you don’t value
• Coaches are not trophy’s on the shelf. You must listen and do what you both decide on
• Don’t pay if you will not play
• None of Us is as Smart as All of Us
• You need to find an accountability coach that is compatible with you. Not necessarily like you but understands you and will push you
• Carlo found a ‘C’ suite coach to help him with his personal leadership skills. He also has a business coach
  • It allowed him to find an area that helps him and his business flourish
• Not all coaching or all coaching is the same
• The industry may not understand the ‘I don’t know what I don’t know’ business axiom and cannot admit that they could use help to discover what they need to know
• Don’t judge the coaching industry by just one coaching experience or one interview
• Consider that your leadership team help hold you accountable
• CEO’s get paid to generate ideas
• You must convince yourself that there is a better way. It is up to you who decides not your significant other, your partner, your friend or your coach. You.
• Two of Barry’s core values
  • Humble Confidence
  • Radical Transparency
• How to find a coach
  • Based on your need. What specific areas of improvement are you looking for?
  • Get referrals from others that have had success
  • Match your profile on an intellectual and emotional level
  • You may want a coach that has been in the industry
  • To understand my needs
  • They must be successful with others like me
• Be willing to say we did it not I did it. It takes a village
• Build your business so that it doesn’t collapse when you are not there
• Make it a ‘get to’ not ‘have to’
• Are you ready? Have you had enough? Rob Rowsell. See episode https://remarkableresults.biz/e417/
• When the student is ready the teacher will appear.
• Expect that you will learn that you will fire some of your people so you can create a better team
  • You hired the wrong person or you created the wrong person
• You have a good coach if they want to fire you for non-compliance. They should not take your money if you are a non-player.
• A coaching relationship must be a fit. Expect your coach to do due-diligence on you as well your due-diligence on them.
• Keep in mind good coaches pull the answers from you. Consultants give you the answers. You want a coach.
  • You may not like the questions you are asked. That is OK
  • Your answers to the questions give you ownership of the answer as you discover that you need to do to improve yourself or your business
• Look to discover your bad habits and change them with your coach. f you don’t want to change; you may be the problem.
  • Sometimes you are in too close to see the big picture
• Experience is the name we give to our mistakes. Barry Barrett
• It starts by admitting your weaknesses.
• Don’t things correctly is better than being proud. Find humility
• You can judge people by considering if you would work for them
• Knowledge paired with execution is where the power is
• Pick the right coach who can help in the areas that you need
  • Emotional intelligence
  • Business
• Are coaches the right fit for you. Are they emotional or business processes, numbers, KPI type of coach
• When you get new eyeballs on your company you get new ideas and answers

Resources:

• A special thanks to Barry Barrett, Carlo Sabucco, and Kevin Eckler for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Your Learning Curve Never Sounded This Good.

The Panel:

Jonathan Ortiz is the son of Foreign Affairs Auto’s founders Frank and Gloria Ortiz. He has an MBA from Northeastern Boston and is currently the general manager of the shop. He is the brother of the two-time Olympic soccer player, Melissa Ortiz and she works in the marketing department. His passion is customer service and he got this passion to serve from his family. His family created the culture of giving what you can. He is joined by a talented team of managers, technicians, and service staff. Learn of Jonathan’s previous episodes HERE.

Carlo Sabucco started in 1994 after attending several years at Ryerson University for business. Thereafter graduated Mohawk college Automotive Tech Program.  Carlo has devoted a great amount of time surrounding himself with some of the greatest shop owners in the market. Over the years, Carlo attended training from Bob Greenwood to Cecil Bullard, Dave Schedin, Elite and group process with Jim Murphy, thru to Kelly Bennett, now he is with ShopPros. Today Carlo operates Sils Complete Auto Care Centre, a successful 8 bay facility, approx 7,000 square feet on the east side of Oakville, Ontario. Learn of Carlo’s Previous episodes HERE.

Peter Foreman from Integra Tire, Second Generation Shop Owner, 39 Years old from Langley, BC. Peter literally grew up in the shop. As a baby, there was a cot in the office while his mom Cheryl did the books! Taking his Dad Dave’s beliefs and expanding on them, Peter went out and made a career on his own in the auto parts industry before deciding to come back and help his family bring the shop into the next age of auto service and repair in 2005. Peter is happily married with two children. His children love to visit the shop as well. Maybe there will be a third generation one day! Learn of Peter’s Previous episodes HERE.

Key Talking Points:

• Ghosting happens with all age brackets but seems most prevalent between 22-36 ages.
• You are always wondering what you did wrong.
  • There are fixes you can make and all areas of the recruitment process must be available.
  • Do you have a broken process?
    • Stronger ads. A consistent message that flows right through the interview process and into your culture.
    • The interview process is more a social process.
    • The process of how we tour the shop when you go to the office, do not sit behind the desk should be all choreographed.
  • You can lose people within the first day or week because how you explained the culture of the business is the exact opposite. They were oversold.
  • Your team needs to know how important they are in onboarding.
  • Peter actually had a group interview (roundtable) for a service adviser job.
  • Jonathan likes to do a working interview with a technician candidate.
    • He says he has a high paced rockin’ roll environment.
    • Looking for the candidate to spend one day at the shop. Looking for multitasking even though he will be shadowing another tech.
• Jonathan is recruiting for top technician talent and his candidate base already have jobs.
  • We’ve got to get them over their fears to change
  • At the end stages of the timeline to arrive is where he had lost a new hire.
  • Look to hire faster than the typical two weeks. See if the candidate can start within a week.
• Some new hires that have ghosted Carlo were never to be heard of again.
• Suggested to track down a no-show and keep them on your bench. Things change. Don’t give up on who you felt would be a rock star.
• Red Carpet:
  • Build up to the excitement. Set up their space in your place.
  • Talk about joining the family.
  • Create an emotional connection
  • Build enthusiasm for them coming on-board.
  • You are offering a rare opportunity. People don’t leave our company. Show them stability
  • You’ve got the tools to get the job done.
• Show a path to different roles in your business. Maybe a tech would someday consider being a service advisor.
• Warning signs:
  • The candidate needs to think about the job offer.
  • Lack of communication. Not getting fast responses.
• You can also lose people within the first 30-90 days,
  • You can lose people during lunch hour or just not show after a few weeks or months on the job.
  • The reality is just to walk away from a job or a relationship. The way it is with a certain age demographic.
• If your candidate is willing to leave right away and come with you, they will do it to you.
  • Carlo says you need to hold fast and give a two-week notice. Teach them the ‘right’ way. If you lose the candidate that may have prevented a walkout someday.
• You need to put out a consistent brand message and culture from the moment of the ad.
  • Your team is as responsible for retaining a new hire.
• Candidates or employees ghost on us and go to the dealer because the deale HR departments are selling the brand. They also have a big opportunity and they buy into that.
  • We need to up our hiring skills and our interviewing skills if we are going to compete with the professionals.
• You need a strong brand and culture to have relevance for the best candidates.
• Possibly consider hiring an HR specialty company to help in your recruiting and compliance.
  • Keep in mind you need legal ob descriptions, hiring processes and a handbook.
• Be involved with other local shop owners. Create a strong tight-knit community. Learn from each other. They aren’t your competition. There is enough work for everyone.
• Keep your message clear during the entire process, stay in tight communication during the process, always be hiring. You are not the only one this is happening to.

Resources:

• A special thanks to  Jonathan Ortiz, Carlo Sabucco, and Peter Foreman for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.

Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.

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Chris Chesney is the Senior Director of Customer Training, CARQUEST Technical Institute, and a NASTF board member and a member of the ‘Road To Great Technician’ project.  Listen to Chris’s previous episodes HERE.

Lucas Underwood is an Automotive diagnostic specialist, shop owner, and foreman. He owns L & N Performance Auto Repair, Blowing Rock, NC  was Founded In 2008 As A Diesel Performance Shop – Over The Past 10 Years, The Facility Has Transformed Into A Full-Service Automotive Repair Facility. Offering Repairs On All Makes & Models, Gas And Diesel.

Carlo Sabucco started in 1994 after attending several years at Ryerson University for business. Thereafter graduated Mohawk college Automotive Tech Program.  Carlo has devoted a great amount of time surrounding himself with some of the greatest shop owners in the market. Over the years, Carlo attended training from Bob Greenwood to Cecil Bullard, Dave Schedin, Elite and group process with Jim Murphy, thru to Kelly Bennett, now he is with ShopPros. Today Carlo operates Sils Complete Auto Care Centre, a successful 8 bay facility, approx 7,000 square feet on the east side of Oakville, Ontario. Listen to Carl’s previous episodes HERE.

Paul Marquardt Started in this business in 1979 as a pump jockey and lube tech. Paul attended various training over the years, some of it daytime training 4 hours travel time. He bought the business Northwoods Auto Techs, Rhinelander, WI, in 1990 and in 1995 expanded from 2 bays to 5 bays and became a NAPA Autocare center at the same time. He was the NAPA Stevens Point NAPA ASE Tech of the Year from 1999 through 2008 and was the National NAPA ASE Tech of the Year for 2010. Paul Joined the NAPA Autotech training team around 2011 as a contract trainer and have been doing that as well as keeping the business going. 

Key Talking Points:

• Daytime training model
  • A fresh set of eyes, after a nights rest, delivers better knowledge transfer.
  • Dealerships are doing daytime.
  • Young technicians want to know what your training commitment is.
    • They want to know if they’ll be paid to go to training.
    • They want work-life balance. They don’t live to work they work to live.
  • We need to schedule effectively when we lose a technician to daytime training
  • If the shop owners commit to daytime training the training companies will be there to meet that demand.
• Night Time Training
  • We need to change the culture of training. Night time is not working.
    • So many in the class have half mast eyelids. How much training are they getting.
• Overall message
  • We need to move to a competency training model
  • Training costs too much. Some shops don’t budget for training
  • Technicians need to be compensated for attending training no matter what time of day.
  • Training is a differentiator when hiring and keeping technicians
  • Training is an investment not an expense
  • Schedule around daytime training. Don’t put your shop in a hole when a technician is at training. No different than the sudden sick day.
  • Private training is being done in local markets
    • A group of owners are pooling their money and hiring a top training.
    • Get about 10 shops in the market to split the cost
    • Requiring hands on training, as this become a trend.
    • Smaller groups get a better experience
  • You need a learning plan for your team
    • It must be based on need
    • In small bite size segments
  • Training must be attacked with a strategy and a plan
  • Having a strong training culture can bring potential techs who want to work for you to your business
  • Do your techs know why they are going to training?
  • We need to challenge ourselves and the industry trainers to bring more daytime and hands-on training
  • Hands on is critical after a class. Owner needs to ask their tech to perform some of the tasks that were taught in class. Without hands on the knowledge transfer is minimized. Follow up and follow through
    • Teaching the principles of the class to the rest of the team will benefit the ROI of the training  
    • Carlo Sabucco is taking is team to Vision KC 2019. He will close his shop. The value he sees:
      • Knowledge
      • Networking
      • Training culture commitment
      • Socializing
      • Expose your team to the best trainers in the industry
  • Involve your high-school and college instructors in your classes.  

Resources:

• A special thanks to Chris, Lucas, Carlo, and  Paul for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.

Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.

Carlo Sabucco started in 1994 after attending several years at Ryerson University for business. Thereafter graduated Mohawk college Automotive Tech Program.  Carlo has devoted a great amount of time surrounding himself with some of the greatest shop owners in the market. Over the years, Carlo attended training from Bob Greenwood to Cecil Bullard, Dave Schedin, Elite and group process with Jim Murphy, thru to Kelly Bennett, now he is with ShopPros. Today Carlo operates Sils Complete Auto Care Centre, a successful 8 bay facility, approx 7,000 square feet on the east side of Oakville, Ontario. Learn of Carlo’s Previous episodes HERE.

Key Talking Points:

• Never too late for change and transformation- “Involves making fundamental changes in how a business is conducted in order to cope with the shifts in  the market environment”
  • Are systems in place working? Where do you want business to go? Aligning yourself with right people to grow business? What is your 3-5 year goal?
• Almost sold the business to private venture- was able to see inside how a corporation works and the thought processes of the higher level executives
  • Hired CEO coach to focus on business outside of being the owner
  • Removed employees that did not match where the company was going- building a culture within the business for future
  • Uses XT Profiles for new hires- online process and reports
  • He is building his bench by interviewing candidates even if he doesn’t have an opening.
• Future goals
  • Second location
  • Merger and acquisitions with other independent shops as partnerships- profit sharing capabilities  
  • Vision 2019- investing in staff, shutting down shop and taking all employees to Vision 2019
• Don’t be afraid of your failures
  • Put ego aside, ask for help, and share failures to move forward

Resources:

• Thanks to Carlo Sabucco for his contribution to the aftermarket’s premier podcast.
• Link to Sil’s Auto Centre HERE.
• 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

If you are not mobile, then listen on your favorite listening app HERE.

There are many great stores of support and friendship in our industry. This is Mark Bergasse’s story. He owns Marks Auto Service in Oakville, ON, Canada.

Mark encountered chest pains over a few months, did a stress test and found out that he had a mild heart attack and was scheduled for a quadruple heart bypass.  With this, he had no plans of being out of his shop for surgery or recovery. His wife, Sandy knew she needed a plan, that didn’t exist.  What happened next is the story you are about to hear.

As if providence lent its hand, Glenn Colling of Eastside Auto Service in Oakville, ON, Todd Sarson of Stop N Go Automotive, Burlington, ON and Carlo Sabucco of Sils Complete Auto Care Centre in Oakville, ON  came to the rescue. They ran the business for Mark and Sandy while Mark recovered. The strong culture already in place provided a smooth transition while Mark recovered.

There are some very strong and valuable lessons to think about as a business owner when and if you or your business would ever have to deal with a health or some other type of challenge or disaster. You need to have a contingency plan. This episode, I hope, will open your eyes to do something about it because you think it will never happen to you.

The Panel:

Mark Bergasse started in this great trade pumping gas at a full serve station and then moved into the bays to start his automotive training.  He later graduated from Mohawk College and completed my Apprenticeship. In 1995 Mark’s dream came true and he opened his own shop and Mark’s Auto Service was born!  Mark expanded to our present location in 2006 with 7 service bays and a larger showroom. He has been taking care of people and their cars for over 38 years. Every day is a new challenge and every day Mark loves to help people.

Carlo Sabucco started in 1994 after attending several years at Ryerson University for business. Thereafter graduated Mohawk college Automotive Tech Program.  Carlo has devoted a great amount of time surrounding himself with some of the greatest shop owners in the market. Over the years, Carlo attended training from Bob Greenwood to Cecil Bullard, Dave Schedin, Elite and group process with Jim Murphy, thru to Kelly Bennett, now he is with ShopPros. Today Carlo operates Sils Complete Auto Care Centre, a successful 8 bay facility, approx 7,000 square feet on the east side of Oakville, Ontario. Carlo’s own close competitors are his greatest friends like Mark and Glenn from the Podcast.  Mark says that his business would never be what it is without these business owners.

Glenn Colling is a graduate of Northwood University, Cedar Hill Texas. He is the owner of Eastside Auto Service in Oakville, ON with two locations. Glenn created and developed the “Auto Repair Shop-In-A-Box” that is used to teach children a skill and support the Village of Hope in Burkina Faso West Africa. Glenn has a busy home life as he and his wife Lisa have three children of their own, and provide foster care for over 33 newborns to date.

Todd Sarson was born and raised in Burlington Ontario where he attended Notre Dame High School. Todd developed an interest in vehicles and just about anything hands-on at a very early age. With that interest, Todd then went on to trades school at Mohawk college and further advanced his automotive knowledge. Todd then joined the Stop N GO team in 2004 as a trusted service advisor and then worked his way to the service manager, and now the owner.  In his spare time, Todd can be found dirt biking, skateboarding, swimming, or playing hockey.

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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