Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

Host Carm Capriotto dives into the untapped power of Shop Management Systems (SMS) with business coach Dave Schedin and Ben Dexter, National Training Manager at NAPA TRACS. Together, they reveal how two often-overlooked tools, categories and canned jobs, can dramatically improve shop efficiency, consistency, and profitability.

The conversation highlights how a smarter system setup leads to faster workflows, clearer data, and stronger decision-making.

Key Topics Discussed

Unlocking the Power of Categories: Dave Schedin explains the importance of tracking three core labor types: Diagnostic, Preventative Maintenance, and Repair. When categorized correctly, shop owners can pinpoint exactly where time and money are gained—or lost.

Building the “Superhighway” to Faster Estimates: Schedin compares developing Canned Jobs to constructing a freeway: it takes an upfront investment of time, but once built, it enables rapid, efficient estimating.

Professional Communication: Canned jobs help replace vague descriptions with clear, value-focused explanations. This allows newer advisors to communicate like seasoned professionals while ensuring consistent pricing, messaging, and storytelling across the shop.

Turning Data into Profit: Ben Dexter reinforces the principle of “garbage in, garbage out”: without clean, organized data, shop owners are simply guessing.

By mastering categories and canned jobs, shop owners can turn their management system into a powerful engine for clarity, consistency, and long-term profitability.

Timestamps

00:00:00 – Introduction

00:03:15 – The Three Labor Categories (Diagnostic, PM, Repair)

00:05:45 – Creating Smart Warranty Categories

00:08:20 – Data Integrity: “Garbage In, Garbage Out”

00:14:15 – Canned Jobs & Professional Storytelling

00:16:30 – “Level 10” Jobs & Built-In Parts Triggers

00:18:00 – Reducing Advisor Cognitive Load

00:19:45 – Generic Jobs vs. Vehicle-Specific “Pro Jobs”

00:22:30 – Helping New Advisors Sound Like Pros

00:25:00 – Writing Complex Estimates in 2–3 Minutes

00:29:15 – The ROI: 15–20% Sales Growth Potential

00:31:00 – Building the Estimating “Superhighway”

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

Ben Dexter, National Training Manager, NAPA TRACS. Find Ben’s other episodes HERE

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/

Thanks to our Partner, KUKUI

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

Thanks to our Partner, Pit Crew Loyalty

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

Connect with the Podcast:

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

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– 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 Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.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

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
• 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
• 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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YouTube Video: https://www.youtube.com/watch?v=sHno0gsX_YA

Maylan Newton’s family has set aside July 26, 2025, for a special gathering to honor his life and legacy. The event will take place in Southern California, with more details to come. You can find updates and information here.

I’d like to take a few moments to reflect on Maylan’s impact, both on our industry and on me personally.

Whether in a classroom, on a phone call, or standing in front of an audience, Maylan had a way of speaking that was steady, articulate, and always meaningful. His words inspired action, and his delivery made people listen.

He was what I like to call an “unselfish” volunteer—selfless in every way, but so dedicated, like helping others was his only priority. He generously donated his time, especially to SkillsUSA, and never hesitated to jump in when needed. If someone called, Maylan would drop everything to lend a hand, whether that meant covering a counter in a shop or stepping in last minute at a conference.

Over the past decade, we recorded countless podcast episodes together. He shared solo insights, joined panels, and we had many heart-to-heart conversations that reached thousands. His wisdom, energy, and authenticity were unmatched.

Maylan was also the first to nudge me to attend shows, speak on panels, and use my podcast platform to support the industry. He believed in building others up. It didn’t matter who got the credit; what mattered to Maylan was the impact.

He was a champion for everyone in the industry, especially for women. He supported the Amazing Women in Automotive group with enthusiasm, and you could always count on him to drop by their event dinners just to say hello and show his support.

We’re going to miss Maylan deeply. But I believe the true depth of that loss will only grow with time, when we find ourselves in need of guidance and asking, “What would Maylan have said?”

Rest peacefully, my friend.

Find other episodes with Maylan Newton HERE.

Guests joining in this episode to pay tribute to Maylan Newton:

• Suni Osborn, Maylan’s Daughter
• Jeff Knott
• Melisa Patterson (Birdie)
• Rick White
• Cecil Bullard
• Bill Haas
• Vic Tarasik
• Maryann Croce
• Dave Schedin
• Sara Fraser
• Brian Gillis

Thanks to our Partners, NAPA TRACS, Auto-Fix Auto Shop Coaching, and Today’s Class

The transition from a traditional repair shop to a professional auto service center requires a commitment to professionalism, continuous education, and a people first approach.

Join industry business coaches Cecil Bullard, Vic Tarasik, and Dave Schedin as they break down how to transform your auto repair shop into a professional service center that stands out and delivers exceptional value to your employees and clients.

Cecil Bullard, President of the Institute for Automotive Business Excellence. Cecil’s previous episodes HERE.

Vic Tarasik, CEO of Shop Owner Coach. Vic’s previous episodes HERE.

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

Show Notes

• Watch Full Video Episode
• Institute Summit, February 6th-8th, 2025, in Amelia Island, Florida: https://www.wearetheinstitute.com/summit
• Significance of Professionalism (00:02:44)
• Transitioning to a Professional Service Center (00:03:24)
• Perception of Value in the Industry (00:04:11)
• The Importance of Trust and Knowledge (00:06:16)
• Subjectivity of Professionalism (00:08:15)
• Circumstantial Professionalism (00:09:19)
• Investing in Training (00:11:29)
• The Role of Profitability (00:12:52)
• Continuous Improvement (00:13:25)
• Customer Expectations (00:14:39)
• Self-Care for Service Providers (00:16:41)
• Shop as a Living Entity (00:18:08)
• Training for Automotive Teams (00:20:55)
• Labor Rate Considerations (00:21:54)
• Understanding Business Responsibilities (00:22:00)
• Liability in the Automotive Industry (00:23:50)
• Insurance and Certification Issues (00:25:06)
• Employee Compensation and Profitability (00:26:09)
• Generational Challenges in Workforce Management (00:26:30)
• Professionalism in the Industry (00:27:17)
• Government Regulation Predictions (00:28:58)
• Self-Discovery Through Questions (00:29:36)
• Reframing Expenses as Investments (00:30:33)
• The Importance of Continuous Learning (00:35:40)
• Perceptions of Professionalism (00:39:07)
• Perspective on Growth (00:41:38)
• Humility in Business (00:42:21)
• Value of Professionalism (00:44:24)
• Mindset Shifts in the Industry (00:47:08)
• Abundance vs. Scarcity Mindset (00:48:28)
• Addressing Technician Shortages (00:51:34)
• Top Shops and Recruitment (00:54:14)

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

-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/

Thanks to our Partner, NAPA Auto Care

Dave Schedin discusses the three core types of labor—preventative maintenance, diagnostics, and repair—and their efficiencies and volume requirements, as well as the critical importance of creating preventative maintenance programs. Learn about the significance of effective customer communication and the value proposition of maintenance services.

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

Show Notes

• Watch Full Video Episode
• Systematizing Labor (00:02:46)
• Core Labors in Auto Repair (00:03:10)
• Preventative Maintenance Importance (00:04:21)
• Understanding Labor Ratios (00:05:14)
• Challenges with Diagnostics (00:08:27)
• Manufacturer Maintenance Plans (00:09:42)
• Efficiency in Services (00:14:34)
• Selling the Value of Services (00:15:35)
• Relating Value to Customers (00:16:51)
• Real-Life Diagnostic Example (00:17:07)
• Importance of Preventative Maintenance (00:18:51)
• Trust Issues in Auto Repair (00:21:17)
• Misconceptions about Vehicle Maintenance (00:22:16)
• Understanding Maintenance-Free Claims (00:23:50)
• Diagnostic Labor Rate Insights (00:26:02)
• Efficiency in Repair Labor (00:27:53)
• Labor Time Study Methodology (00:30:05)
• Communication in Service Levels (00:32:21)
• Canned Job Packages Explained (00:33:56)
• Efficiency Through Documentation (00:34:51)
• Improving Labor Time Estimates (00:35:33)
• Customer Interaction and Service (00:38:16)
• Identifying the Zone of Opportunity (00:39:28)
• Proactive Customer Engagement (00:40:19)
• Adjusting Maintenance Plans for Older Vehicles (00:43:54)
• Leadership and Its Challenges (00:44:51)

Thanks to our Partner, NAPA Auto Care

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

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

-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/

Do you believe that every shop has a culture, whether intentional or not? Discover how to define your desired culture and lean into empowering leadership and personal development. This episode is packed with actionable insights and real-life stories to help you transform your shop’s culture from the ground up. Whether you’re struggling with high turnover or just want to create a more positive work environment, this discussion has something for everyone.

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

Maryann, Small Biz Vantage. Maryann’s previous episodes HERE.

Rick White, President and Lead Coach for 180BIZ, Listen to Rick’s previous episodes HERE. rick@180biz.com

Show Notes

• Watch Full Video Episode
• Rick White on Culture (00:04:55) Rick White challenges the idea of “no culture,” emphasizing intentional versus unintentional culture.
• Maryann Croce on Defining Culture (00:06:59) Maryann Croce discusses the importance of defining desired culture for employee engagement and customer perception.
• Discussion on Culture’s Impact (00:11:53) The panel discusses how culture affects profitability, sustainability, and enjoyment in the workplace.
• Unethical Practices and Culture (00:12:44) Carm emphasizes the connection between poor culture and unethical practices within a business.
• Personal Development (00:14:09) Dave discusses how personal development influences a shop owner’s ability to cultivate a positive culture.
• Rick White on Wisdom vs. Knowledge (00:16:54) Rick contrasts knowledge and wisdom, stressing the importance of applying knowledge to create a strong culture.
• Poor Culture Indicators (00:17:55) Discussion on signs of a poor workplace culture, including low morale and unsafe environments.
• Lack of Trust and Engagement (00:18:35) Exploration of how absence of trust leads to employee disengagement and its negative impact.
• Leadership and Growth (00:19:07) Importance of strong leadership for shop success and personal investment in leadership development.
• Business Ownership Realities (00:24:02) Reflections on the challenges of business ownership and the unexpected demands it brings.
• Hope and Future Potential (00:27:19) Emphasizing the need for hope and setting high goals to maintain motivation in business.
• Cultural Shifts and Coaching (00:30:38) Encouragement for gradual cultural improvements and the importance of seeking guidance from coaches.
• Core Culture Ingredients (00:33:17) Identifying key elements of a positive culture, including leadership behavior and employee recognition.
• Understanding Culture (00:37:00) Discussion on the significance of culture in a shop and the difficulty of addressing toxic behaviors.
• Toxic Employees and Culture (00:37:37) Rick shares experiences with toxic employees and how their negative impact can be mitigated.
• Firing Toxic Behavior (00:38:41) Dave narrates a tough conversation where he separates an employee’s behavior from their identity.
• Difficult Conversations (00:41:06) The importance of having tough conversations to maintain a positive workplace culture is discussed.
• Burnout and Culture (00:42:46) The effects of burnout on shop owners and the necessity of a supportive culture are highlighted.
• Culture Change in Teams (00:46:45) The need for team members to see themselves as part of a whole is emphasized through a TV show example.

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

-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

Thanks to our Partners, NAPA TRACS, AutoFix Auto Shop Coaching, and Today’s Class

This episode emphasizes the transformative power of self-awareness and personal growth. Dave Schedin shares his journey of self-discovery, while Krystal Zellmer highlights the importance of challenging belief systems and embracing experiential leadership training. They stress the need for leaders to connect with their teams, align goals, and move beyond their comfort zones.

Krystal Zellmer, VP at Klemmer Leadership and Character Development

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

Show Notes

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:

-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 X (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

Show Notes

Thanks to our Partners, AAPEX and NAPA TRACS

Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR

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/

Connect with the Podcast:

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

-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

Connect with the Podcast

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

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

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

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-Follow on Twitter (X): https://twitter.com/RResultsBiz

-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

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

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Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

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

Show Notes

Thanks to our Partners, AAPEX and NAPA TRACS.

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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/

Connect with the Podcast:

-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

We are on Part 2 of our Service Advisor Overload discussion because we couldn’t fit it all into 1 episode! How ironic! Did you know most shops are missing $300-500k in gross profit dollars because their service advisor doesn’t have the time to tap into those dollars? You must build a wall of support around your service advisor.

Watch Episode HERE

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

Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Listen to Clint’s previous episodes HERE

Murray Voth, RPM Training. Listen to Murray’s previous episodes HERE

Show Notes:

• Service Advisor Overload [THA 305]
• Don’t have your advisors do your job as a shop owner- create the environment for success
• VOIP phone systems for a streamlined process
• Don’t have one email for the whole shop!
• Are your advisors doing things manually when they could be automated?
• “Appointment Request” for the website
• Alert the customer of the progress (text capabilities)
• Pre-booking- preventative maintenance, tire changeovers during downtime of the year
• Are you “wing it” automotive?
• What is your onboarding system for an advisor? What are their holes from a behavioral standpoint? 
• Soft skills KPIs for service advisors? Measure, track, gauge and improve
• Be professional- leave the drama at home
• Accountability coach
• Understand the probabilities of each department in your shop- don’t mask it all together.
• Slowly growing into an overload- it doesn’t happen overnight.
• Eliminate Diversity Overkill- stick with what you’re good at!
• Fireflies.AI

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

Support our 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

How many different hats and roles do service advisors have? Are they your social media manager, fleet manager, shuttle driver, facility manager, vendor manager,  receptionist and more? The efficiency of your service advisor is critical for the overall health of your business.

Watch Episode HERE

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

Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Listen to Clint’s previous episodes HERE

Murray Voth, RPM Training. Listen to Murray’s previous episodes HERE

Show Notes:

Service Advisor Expectations

1. Receptionist / Scheduler
2. Customer Service Representative
3. Customer Relations Manager, CRM
4. Fleet Manager
5.  Sales Representative
6. Dispute Resolution Manager
7. Vendor Manager
8. Warranty Manager
9. Front-line Marketing Representative
10. Workflow Dispatcher
11. Shop Manager / Team Leader
12. Parts Representative and Manager
13. Technology Software Representative
14. Gatekeeper for the Shop Owner
15. Shuttle / Rental / Loaner Fleet Manager
16. Accounts Receivable Manager
17. Facility Manager
18. Work 9-10 hours working through lunch
19. Make only $60,000 to $80,000 a year

• Most shops miss at least $300,000 to $500,000 in GP dollars that come in their front door and walk right back out partly because the advisor doesn’t have the time to create or tap into those GP dollars.
• Adding personnel creates a better stress-free environment to capture NEW GP dollars. Each advisor has an admin assistant. Hire a second or third advisor and divide up the roles over three advisors. Hire a customer relations/receptionist manager. Hire a parts expeditor. Hire a service expeditor. Hire a Call Center. Hire a Shop foreman that dispatches all work and handles technology. Hire an Advisor Efficiency Coach
• Define the role and character traits

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

How many jobs do your service advisors have? Who covers when you are short-handed? How many technicians per advisor do you have? Are you using technology and systems to a service advisor’s advantage? How clear are your objectives to everyone in the shop? What are some different pay plan options? 

Watch the Episode on YouTube

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

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

Jeff Grassman, Carsmart Auto Service, Sumner, WA. Jeff’s previous episodes HERE

Dave Kusa, owner of AutoTrend Diagnostics in Campbell, CA. Listen to Dave’s other episodes HERE.

Key Talking Points

• Service advisor ranked 5th or 6th most stressful job- how many jobs do your service advisors have? Who covers when you are short-handed? How many techs per advisor?
• Are you using technology and systems to a service advisor’s advantage?
• How clear are your objectives to everyone in the shop?
• Building a model with everyone involved and everyone wins- 360-degree view with transparency with the numbers of the business
• What is your culture? Hiding numbers?
• It is about the money, but it’s not about the money- the incentive is to motivate and not ‘just enough to get by,’ and it has to be customizable based on their level. The plan has to have a direction.
• Ask a mentor, coach, peer
• Incentivizing the behavior- it has to be attainable
• Future for advisors? Self-check in? Will they be needed?
• Other compensations, no weekends? Hours of operation M-F? Lunch break schedule? Vacation time? Medical/dental cost paid by the employer? 
• If you have a family culture, what about the kids or spouse? College fund? Spouse bonus?

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

I thought that a tangible mechanism can be something you create from your ideas. Yes, an idea is intangible, but it need not be.

Stick with me on this. I thought of bricks, lumber, steel, and concrete. You can build a house or building with these products, so why not consider ideas as building blocks of bricks, lumber etc.

When I look at just the past week of podcasts we produce and the hundreds of ideas that are generated for you, I would fill up a yellow pad of ideas to be implemented to take my life and my business to the next level.

Where will you find the discipline to be an implementor of the ideas or changes you need to make in your company so you can grow customer relationships and experience, hire, pay, and retain your people, improve your processes and systems and build stronger profits? That discipline can be found in humility and your leadership capabilities.

Author Jim Collins wrote about tangible mechanisms in his book “Built To Last”. Here is a short passage:

To be sure, a highly visionary company does have these, but it also has concrete, tangible mechanisms to preserve the core ideology and to stimulate progress. Tangible. Concrete. Specific. Solid. Look inside a visionary company, and you’ll see a ticking, bonging, humming, buzzing, whirring, clicking, clattering clock. You’ll see tangible manifestations of its core ideology and drive for progress everywhere. Intentions are all fine and good, but it is the translation of those intentions into concrete items—mechanisms with teeth—that can make the difference between becoming a visionary company or forever remaining a wannabe. 

Look at the metaphors in the above quote from Jim Collins. Did any of them engage you? Make your ideas into tangible mechanisms and build a better business.