Thanks to our Partner, NAPA Auto Care

Recorded Live at Vision Hi-Tech Training & Expo, Jeremy O’Neal shares his journey of transforming a struggling business into a thriving enterprise, emphasizing the critical role of service advisor training.  Jeremy also highlighted how understanding the business, the owner’s goals, and team dynamics is essential before implementing any training program. It’s not just about fixing cars; it’s about creating an exceptional customer experience that drives business success.

Jeremy O’Neal, Advisorfix, Freedom Auto Repair, Hesperia, CA. Previous episodes HERE.

Show Notes

• Watch Full Video
• Service Advisor Coaching & Training: https://www.advisorfix.com/
• Jeremy’s Transition to Shop Ownership (00:00:36) Jeremy discusses his transition from service advisor training to owning Freedom Automotive.
• The Impact of Vision 2024 (00:04:17) Jeremy and Carm discuss the impact of the Vision 2024 event on their lives and the industry.
• Youth Presence at Vision 2024 (00:04:48) Carm and Jeremy discuss the significant presence of young talent at the Vision 2024 event.
• Jeremy’s Business Growth (00:06:56) Carm inquires about the growth of Jeremy’s business over the past eight years.
• The Importance of Service Advisor Training (00:07:11) Carm and Jeremy discuss the critical need for service advisor training in the automotive industry.
• Jeremy’s Business Transformation (00:08:55) Jeremy shares the transformation of his shop, including significant growth and plans for expansion.
• The Role of Service Advisors in Business Growth (00:09:29) Jeremy discusses the potential for business growth by adding service advisors and technicians.
• Customer Service Challenges (00:10:45) Jeremy and Carm discuss the decline in customer service and the impact on the automotive industry.
• The Role of Customer Experience (00:12:21) Carm emphasizes the importance of creating a great customer experience in automotive repair shops.
• Parenting and Cultural Observations (00:13:24) Jeremy shares his observations and concerns about modern parenting and societal changes.
• Firing underperforming staff (00:15:20) Jeremy discusses his commitment to high service standards and the consequences for those who don’t meet them.
• Training and standards (00:16:07) Carm questions Jeremy about his work-life balance and the importance of training in maintaining high standards.
• NAPA Auto Care Center program (00:16:55) Carm discusses the benefits of the NAPA brand and the Pro Image upgrade program for automotive shops.
• Employee commitment and performance (00:19:00) Jeremy shares his experiences with committed but underperforming employees and the impact on customer service.
• Service advisor training and culture (00:21:20) Jeremy emphasizes the importance of daily coaching and the shop owner’s role in guiding training and culture.
• Continuous improvement and learning culture (00:23:03) Jeremy discusses the importance of employees having a learning culture and the availability of educational content.
• Phone call analysis and customer service (00:24:22) Jeremy explains the value of listening to service advisor calls for assessing competency and customer responses.
• Service advisor’s impact on top-line sales (00:26:26) Jeremy highlights the significant impact of service advisor competency on the shop’s top-line sales.
• Life Cycles with Customers (00:30:57) Jeremy shares a personal anecdote about a customer’s car and the importance of understanding customer needs.
• Building Trust with Customers (00:31:35) Jeremy discusses the importance of building trust with customers and ensuring they follow the shop’s process for repairs.
• Market Trends and Automotive Industry (00:32:52) Jeremy talks about market trends, the impact of COVID-19, and the future of the automotive industry, including the rise of EVs and hybrid vehicles.
• Success in the Marketplace (00:34:19) The discussion revolves around the importance of solid processes, good people, and effective marketing to succeed in the marketplace.
• Communication and Networking (00:35:18) The conversation shifts to the significance of communication and networking, including a mention of the Disney Institute’s emphasis on personal interaction.
• Reflecting on Life’s Milestones (00:37:21) Jeremy reflects on life beyond 50, the legacy he aims to leave, and the importance of capturing special moments with loved ones.

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 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

Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation.

With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE.

Chris Collins Story

If you absolutely insist on playing by your own rules, living beyond the edge, turning your trials into strengths, your passions into a lifestyle and your ideas into gold…then I’d like to share a little story with you…

It’s about going against the system, refusing to conform to the 9-to-5 status quo, and achieving a life of freedom, excitement and unlimited possibility that few people believe is even possible.

It wasn’t always this way though. In fact, it used to flat-out suck.

You see, growing up, I had a stepfather who was a pastor-missionary in Mexico, which made me a missionary’s kid.

My early years were spent bouncing between Washington and the downtrodden city of Tijuana, Mexico. During the summers, my mother and I would stay in Washington with my grandparents, while my step-father traveled from church to church, gathering support and coordinating youth groups to build houses for Mexican families on free plots of land given to them by the government.

As soon as the summer would end, good ol’ Stepdad would shuffle us back down to Mexico, where, on the back of a motorcycle, I’d shoot north across the border each day to attend school on the U.S. side in Chula Vista, Ca. After school, I’d head right back to TJ to do missionary work.

My stepdad was terrified of the possibility of anything secular grabbing ahold and influencing me into some imaginary wayward path. He only allowed me to attend a private Christian school, where the kids had nothing but the latest, greatest, newest stuff. Meanwhile, I lived on handouts and trotted around in worn-out, old hand-me-downs donated by the church.

I was constantly teased and bullied—in Mexico for my pale skin and golden hair, and at school, in Chula Vista, for my ragged donated clothing.

Then, when I was thirteen, during my yearly summer pilgrimage to Washington, my Stepdad abandoned us in the middle of the night, cleaned out our bank accounts, and ran off with a 21-year-old girl from the church, who, it turned out, he’d been having an affair with for years. Mom and I were left homeless in Washington State, without money, resources, or hope. https://chriscollinsinc.com/

Key Talking Points:

• Running a business- using a system not an idealized version of a business  If you’re not following a system then will have lower numbers
• Can’t put good people into bad system- system first then people second 
• Top performing employees thrive on successful systems and processes
• Good systems are scalable
• The average shop is short 3 people- 1 in bays, 1 at the counter, 1 at office
• Dealerships have home-field advantage yet still lose 75% of customers once they sell car
• Success is a mindset- be open-minded, always ask questions, the enemy is you 
• Vision 2020Go back home and perform 3 changes you learned within 30 days- 1 change per week
• Service advisors- Bridging the gap and taking care of customersAre your service advisors spending their time with customers or doing other things because the proper system isn’t in place?
• Building rapport with the customer- when customers chase you that’s when you lose them 
• Car delivery- is the car ready and staged for the customer to pick up?  
• Car is a commodity, not relevant to the relationship with the customer 
• Customer experience- connect on deeper level, never betray their trust
• Labeled as “repair shop” for certain customersGaps in visits and high ticket invoices
• Car is an asset but the customer is a client for life

Resources:

• Thanks to Jeremy O’Neal and Chris Collins 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.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.
• Love what we do? Buy Carm a cup of coffee HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future.

Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com

Donny Seyfer the executive officer of NASTF (National Automotive Service Task Force) and Partner in Seyfer Automotive in Wheatridge, CO. Listen to Donny’s previous episodes HERE.

Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Adviser and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation.

With a passion for helping others, Jeremy started coaching Service Advisers in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE.

Danny Sanchez is owner and founder, of Auto-shop Solutions and grew up spending countless hours working around his dad’s auto repair shop in California, eventually taking over and running the business himself. Auto-shop Solutions started in 1998 when Danny founded Auto Web Solutions.

The Internet was starting to take off, and Danny took great interest in the powerful marketing benefits it could provide. As a successful shop owner himself, Danny used Auto Web Solutions to consult with other repair shops on their business practices and web presence.

In 2005, when Google launched Ad Words and changed its search engine to favor local businesses, Danny saw a huge opportunity for the automotive industry to draw more clients from the Internet. With just a handful of clients and a few websites, Danny built the foundation of his company – quality, affordable, automotive websites and Internet marketing solutions, designed exclusively for the auto industry. Check Danny’s previous episodes HERE.

Jim Silverman is the Director of National Accounts for ATI Automotive Training Institute. Listen to Jim’s previous episodes HERE.

Talking Points:

• Danny SanchezSo many shop owners’ succession plan is to close the doors. It is sad to see
• There are many shop owners willing to sell that opens up opportunity for growth to a multi-store operation
• Donny SeyferIf your exit plan is that they are coming to take me away in the ambulance
• If you don’t plan you’ll lose successors
• If the business can’t be run by anyone else, then you have to rethink your priority
• It takes a small workforce to fix big problems.It takes experiential knowledge and the proper tools
• Own the fleet as a transportation company. Work on your cars
• Repair vehicles that are in the Touro program
• ADAS calibration center will need a collision feed, the right location, training and a larger investment in calibration tools/equipment. There is a window of opportunity to get in 
• Jeremy O’NealFix the car right the first time
• What are your most profitable jobs? Market to them
• Jim SilvermanWhen do you want to retire?
• If you want a premium for your hard work. Look for about 2 to 3 times EBITDA (Earning Before Income Tax Depreciation and Amortization)
• Have you told your successor that you plan on them taking it over?
• You need a succession plan for your succession plan
• Every interview you make should have a successor in mind
• Standard Operating Procedures must be created and followedAlso, create an SOP to keep the business going. Passwords. Taxes paid. Payroll done etc
• Hire a successor that is better than you
• Business model: Rent some bays at an office building parking ramp

Resources:

• Thanks to Donny Seyfer, Jeremy O’Neal, Jim Silverman and Sara Fraser, and Danny Sanchez 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.
• Love what we do, buy a cup of coffee HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com

Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation.

With a passion for helping others, Jeremy started coaching Service Advisers in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE.

Todd Zimmerman is Dynamic Automotive’s Location leader. Previous episodes HERE.

Jayson Preston. Supervisor, Parts and Service, Curt’s Service Inc., Oak Park, MI Previous episodes HERE.

Key Talking Points:

• Role Play #1 – Incoming Lead: Calling for a price on a Timing Belt. 2012 Honda Odyssey Touring 3.5 122,500 Miles. Original Belt
• Getting the car into the shop is a priority
• No dead air on phone call- connect with customer and keep them talking, guide call and establish control of the conversation 
• When you answer the phone be fully present
• Pricing is transparent, don’t be afraid of it
• Role Play #2 – Sales Presentation – Oil Change Customer. 2017 Honda CRV AWD 63,900 Miles.People deny work depending on price, trust, or no time 
• If you don’t know why the customer is turning down work then you can’t fix vehicle problem
• Brake pads- safety issue
• Give one total price instead of line by line price 
• Role Play #3 – Selling Diagnostic Services over the phone. The customer calls in and asks how much to diagnose my check engine light.
• Asked for appointment multiple times
• Need to ask the type of vehicle
• Stand ground for a testing fee- able to accurately fix the vehicle with running proper testing, taking the guesswork out of the equation
• Safe to drive? Yes can drive it to shop to get it fixed
• RCA- root cause analysis  

Resources:

• A special thanks to Jeremy O’Neal, Todd Zimmerman, and Jayson Preston for their 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 shop-ware.com

Donny Seyfer the executive officer of NASTF (National Automotive Service Task Force) and Partner in Seyfer Automotive in Wheatridge, CO. Listen to Donny’s previous episodes HERE.

Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Adviser and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation.

With a passion for helping others, Jeremy started coaching Service Advisers in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE.

Danny Sanchez is owner and founder, of Auto-shop Solutions and grew up spending countless hours working around his dad’s auto repair shop in California, eventually taking over and running the business himself. Auto-shop Solutions started in 1998 when Danny founded Auto Web Solutions.

The Internet was starting to take off, and Danny took great interest in the powerful marketing benefits it could provide. As a successful shop owner himself, Danny used Auto Web Solutions to consult with other repair shops on their business practices and web presence.

In 2005, when Google launched Ad Words and changed its search engine to favor local businesses, Danny saw a huge opportunity for the automotive industry to draw more clients from the Internet. With just a handful of clients and a few websites, Danny built the foundation of his company – quality, affordable, automotive websites and Internet marketing solutions, designed exclusively for the auto industry. Check Danny’s previous episodes HERE.

Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting.

Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes HERE.

Jim Silverman is the Director of National Accounts for ATI Automotive Training Institute. Listen to Jim’s previous episodes HERE.

Key Talking Points:

• Overall CommentsNot what they earn but what they keep
• Build an invisible paycheck for each team member. Let them see the total cost to the company
• Service advisors need to have a comp plan to reward their success
• The company needs to have a strong profit in order to make this work
• Fear is false evidence appearing real
• Incentive pay ideasCompensation plans must conform to state and federal labor guidelines
• Training
• ASE
• Comebacks
• Complete inspections
• Bonus rates can be based on the number of hours they can bill
• To millennials, the invisible paycheck is an expectation. So important to create one
• Link to Town Hall Academy- Paying Your Technicians $100K per Year
• Sara FraserThe work needs to be there to increase pay
• Are we selling all available hours?
• Technicians and service advisors must be on the same page for similar rewards as they work together to sell the labor inventory
• Danny SanchezActive marketing is necessary to bring in new clients
• You lose 3% of your clients each year. They move. They Die.
• Referrals should be your #1 tactic to grow new customers
• Build the opportunity to thrive in so your team can be big earners
• Selling 40 hours per week should not be your goal. It should be more
• 40 hours per person cover your base costs
• Less than 3% of the pool of technicians coming into the industry. A very small number
• Emotional maturity is lower. 18 is the new 16
• Learn how to split income from base income and opportunistic income
• Donny SeyferHaving a 30-year career at one place is not going to be the norm
• NASTF – The Road to Great Technicians
• We raise our technicians with a wide but narrow scope
• We don’t hire our future techs as interns. We must change that
•  42 % of students that get through the program do not make it past two years in their initial jobs. We don’t do a good job of integrating them into our industryThey push a broom or work on the lube rack for too long
• Young people in our industry want to be involved in something that matters
• Donny says there isn’t a technician shortage. There are too many bays from marginal shops.
• You need to run a better business. Become a business person. Stop being a tech
• We need to look at 5th grade to discover our tactile learners
• A great mentor would be the person who is the latest who’s been through the program. When you teach you learn  
• Jeremy O’Neal$48.08 per hour to earn $100K
• It gets increasingly hard to hire against larger companies. We are losing the top talent to the bigger companies who can provide a stronger benefit plan
• Quote from Matt Fanslow: “We expect our technicians to be smart enough to fix today’s cars but be dumb enough to accept our pay plan.”
• Willing to charge a fair price for the business
• Your labor force is tough to duplicate and unique to your shop
• Based on your profit targets you can calculate what your labor rate needs to be
• It doesn’t matter what your competition charge
• Actual production is key
•  He is tracking Average Time of Repairs
• Labor guides are just a guide 
• Pay PlansTop producers will do full inspections and document them
• Fix the car right the first time
• Jim SilvermanYour culture is why people come to work for you and why they stay with you
• You provide everything your people need to have a fruitful life at work and at homeIt says I want you here
• A good mix for parts to labor is 50/50
• ASCCA has a program in San Diego for an independent track in post-secondary at Cuyamaca College in El Cajon, CA. See this episode: https://remarkableresults.biz/remarkable-results-radio-podcast/e364/
• Train on doing complete inspections. You’ve got to be consistent in what constitutes a quality complete inspection

Resources:

• Thanks to Donny Seyfer, Jeremy O’Neal, Noah Frank, Danny Sanchez, and Sara Fraser 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.
• Love what we do, buy a cup of coffee HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com

Donny Seyfer the executive officer of NASTF (National Automotive Service Task Force) and Partner in Seyfer Automotive in Wheatridge, CO. Listen to Donny’s previous episodes HERE.

Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation.

With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE.

Danny Sanchez is owner and founder, of Autoshop Solutions and grew up spending countless hours working around his dad’s auto repair shop in California, eventually taking over and running the business himself. Autoshop Solutions started in 1998, when Danny founded Auto Web Solutions.

The Internet was starting to take off, and Danny took great interest in the powerful marketing benefits it could provide. As a successful shop owner himself, Danny used Auto Web Solutions to consult with other repair shops on their business practices and web presence.

In 2005, when Google launched AdWords and changed its search engine to favor local businesses, Danny saw a huge opportunity for the automotive industry to draw more clients from the Internet. With just a handful of clients and a few websites, Danny built the foundation of his company – quality, affordable, automotive websites and Internet marketing solutions, designed exclusively for the auto industry. Check Danny’s previous episodes HERE.

Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting.

Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes HERE.

Noah Frank, ESQ, enables businesses to excel under increasingly regulated and taxing environments while protecting them from harmful litigation. He is a trusted partner to a variety of businesses, such as manufacturers, professional services, restaurant chains, medical practices, importers, contractors, and closely held companies.

As a member of the Labor & Employment Practice Group, Noah provides practical and thoughtful advice, strategy, and solutions in a full range of employment, corporate, and workers’ compensation matters. He provides comprehensive labor and employment counseling on compliance, policy implementation, and risk mitigation of wage and hour, discrimination, harassment, leave interference and retaliation claims, including under the FLSA, Title VII, ADA, ADEA, FMLA, OSHA, NLRA, Worker’s Compensation, unemployment, and state and local laws.

He provides advice to cannabis businesses on their employment practices. Previous episodes HERE.

Key Talking Points:

• Sara FraserMillennial workforceThey get picked on for being sensitive. They just will not tolerate things that they deem insensitive
• Don’t take their phone away from then. It is their connected world
• They respond to transparency
• Do what you say
• Generation Z are the baby babyboomers 
• Your shops should be human-friendly, not women-friendly
• Danny SanchezIf you are working on cars you need to minimize your distractions
• You need to have employment agreements and policies
• You need a handbook 
• It has only been recently as shops have cleaned up, become women-friendly. (See Sara’s comment above)
• We take care of everyone in our community not just women, men or color 
• Being professional on the inside is as important as how we ‘professionally’ present to our customer
• The small operator model will evolve, but not by standing still
• Noah FrankHaving a handbook is a must in any business
• Donny SeyferThe younger generation may come to work for you because you have rules
• Learn about the generation you are going to hire. Don’t fight it
• It takes time to move out of the center of everything in the businessYour customers want to talk to you. You have to delegate
• If you love to tech, you can find enough help in the industry to be your ‘board of directors’ to guide you in how your business can grow
• Jeremy O’NealAdvertising + Reputation = Sales
• Is not a fan of direct mail
• As a consumer: Time is more valuable than money
• He wants the client to share their experience with the world
• He like stories of their experience to be posted
• He spends on Uber and Lyft into the 5-star experience for his client
• The scorecard refreshes, so you need to have a constant flow of reviews
• He looks at the percent of reviews based on the number of clients each week
• He loves YELP
• When a customer comes in that found his shop via Yelp. He challenges his team to give a 5 Star Experience
• Peoples and processes create profits

Resources:

• Thanks to Donny Seyfer, Jeremy O’Neal, Noah Frank, Danny Sanchez, and Sara Fraser 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.
• Love what we do, buy a cup of coffee HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com

Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation.

Bob has over 40 years of Business Management experience within the Independent sector of the automotive aftermarket industry in North America, consulting Independent retail shops on all facets of their business operations. His 18 years of running his own local consulting and accounting firm in Ottawa, Ontario Canada created some of the most productive and financially successful entrepreneurs within the Independent sector today.

Bob is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE.

Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE.

Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business.

Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry.

Listen to Greg’s previous episodes HERE. Transformers Institute HERE.

Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation.

With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE.

Key Talking Points:

• More businesses go out of business from lack of cash instead of a lack of profit. Too many run their business out of their checkbook 
• Undercapitalized, underinsured and lack of cash are indicators when things are not right in OZ
• You need a credit line. Get it when you don’t need it. It will help you grow and sustain.
• Cash does flow to Accounts Receivable. It is not a great place to spend your cash. If your business has fleets then no more than 20% of a six months sales average should be in AR. You must collect your money
• Managing costs is a big component of cash management. 
• Bob Greenwood looks at the amount of labor sold to the total wage package of the entire company. Total grossed-up including benefits. If you achieve 1.30 of total labor to one dollar in your total wage package. 
• Build a reserve fund of cash. Example $10 per RO each month
• Too many spend when they have cash and don’t when there is no cash. This is not a great strategy to manage cash
• Budgeting is not a dirty word. Budgeting is cash management
• When you are spending your cash you have to ask yourself how will this expenditure help my business
• Jeremy looks at cash managementSurvival (Tier 1)Mass scramble to put cash in the bank
• Stability (Tier 2)Know you can cover the bills, accounting in order, where is the cash coming and going
• Significance (Tier 3)Begin to grow wealth
• If you are not making enough money, charging a fair price (enough) is important. You have to believe and have confidence in what you are giving for value received for your customer
• Triple check your margins. Bills are paid out of gross margin dollars, not margin percent.
• Watch the TV show ‘The Profit’ and learn something
• Target market a specialty you and your team have
• Get a business coach so you can learn the power of Key Performance Indicator measures
• Will an equipment purchase or lease generate enough revenue to pay for it? You will need to be sure you are doing all you can to market and sell the services that support the equipment purchase. How will you pay for the equipment
• Service advisor role is to bring in the profitable sales
• Bob looks at billed hours per Repair Order [RO]Create daily and weekly objectives and share with the team every day
• If billed hours are weak then you are missing a lot of opportunities
• The average shop is 1.4 – 1.7 billed hours per RO for consumer work and it should be 2.5Find ways to bring it up
• There is money in tires maybe not the best margin, but money is there
• If you want to sell your business to a big player you’ll need to have tires in your mix
• Do not co-mingle funds. Personal is separate. Don’t devalue your company with personal assets on the booksKeep personal and business separate
• Slow down and think about your business so you can evaluate your business. Know your numbers and ask how are you utilizing your cash
• Take action. Save some money each day.
• Pay your people well. You need profit and cash 

Resources:

• A special thanks to Bob Greenwood, Jeremy O’Neal, and Greg Bunch 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.
• 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 shop-ware.com

Jeremy O’Neal  President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation.

With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE.

Key Talking Points

• We crave and desire a business that can afford us a lifestyle that gives us time and financial freedom.
  • It is rare to find shops that have created both.
  • You need to invest time in your family and personal life.
• Relationships with your customers are key to the success of the shop.
• If you service adviser has an off day you will see it in the results of an off-sales performance day.
• We have all hired people that we think will become a rock star for us.
  • We don’t have the resources to train and onboard a new person into the business and systems and processes.
• You need to create an in-house training program.
  • Create a training plan.
    • You must do root core training to be sure your adviser is totally on board with your goals and beliefs.
  • Use video recordings to document policies.
  • Schedule training time with your people.
  • Hold them accountable.
    • Homework
    • Roleplay
• As a shop owner, you are responsible for developing your people.
• Results come when behaviors are aligned.
• This training plan will work with and for all positions within your company.

• AdvisorFix website.
• Freedom Automotive Repair website.
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Email Carm HERE.
• A special thanks to Jeremy O’Neal for sharing his passion – For The Record.

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

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

Find a Top Podcast Listening APP for your Mobil Device, Click HERE.

The views and opinions expressed are those of my guest and do not necessarily reflect the views and opinions of the author, sponsors, associates or affiliates of LSTN MEDIA LLC

The 200^th  episode is a milestone. I had envisioned, it but it was so sweet when it got here. I’m humbled for the mounting support for the podcast and frankly could not have provided the aftermarket this huge resource without the guests that have come on the show and shared their story and their passion; from service professionals to industry leaders, trainers, coaches, industry execs, et al.

Keep in mind you can listen, audio only, right here on the website, on the FREE podcast APP, on iTunes, Google Play and iHeart Radio. The video is also available right here on the site or on my You Tube channel.

Joining me on the retrospective are 10 podcast alumni who discussed a plethora of subjects with a focus on what transpired with the podcast in the past last year. We also got into some top industry topics.

I know how much the podcast is valued in the industry, but to hear from these respected peers shows how it has impacted many lives.

You know I care about building a stronger aftermarket; to fundamentally transfer the way professionals think about their success by putting it out there in a most transparent way. So enjoy the behind the scenes moments, the nice accolades sent our way and to the camaraderie that transpired during this fun and inspiring episode.

Joining me on the show:

Bob Greenwood Automotive Aftermarket E-Learning Center, Episodes 40 and the Town Hall on Succession Planning Shari Pheasant Horsepower Strategies, Episode 68 Bill Nalu Interstate Auto Care, Madison Heights, MI, Episodes 39, 69, 100, 118 and Town Hall Resolutions 2017 Bill Haas NACAT and Haas Performance Consulting, Episide 106 Matt Fanslow Shop Manager and Diagnostician, Riverside Automotive, Red Wing, MN, Episode 122, 146 and Town Hall Best Conferences to Attend 2017 Barry Barrett Director of Training at RLO, Episode 130, Town Hall Resolutions 2017, Town Hall Great Traits of a Service Advisor John Eppstein John’s Automotive Care, San Diego, CA, Episode 119 and Town Hall Resolutions and Town Hall Qualities of a Service Advisor Joe Hanson Gordies Garage, Madison Heights, MI, Episide 177 Jeremy O’Neal President of Advisor Fix, Episode 124 and 178 on the Digital Sales Process Tristan Realubit Realhouse Automotive, Westmount, IL, Episode 179

Episode Topics that have Creamed to the Top

• Business Culture
• Customer Service
• Technician Shortage
• Technician Training
• Technology: Vehicles, Autonomous Cars
• Digital Vehicle Inspections
• Processes and Systems Win Wars
• Service Advisor Training
• Overcoming obstacles

Podcasts by category (multiples may be listed)

• Coaching – Advice – Leadership Series (18)
• Entrepreneur Series (99)
• Face To Face Series (10)
• Industry Thought Leaders Series (43)
• Industry Women Series (28)
• Married Partners: A Wife’s Perspective (2)
• MSO: Multi Shop Owner Series (13)
• ON-POINT Series (75)
• Support Services Series (9)
• Technician Talk (9)
• Technology Series (15)
• Training/Future Technicians Series (31)

New since the 100th episode is the Town Hall LIVE Forum. Broadcast live very Friday at 12 Noon Eastern on Facebook Live. A powerful weekly discussion on a single industry topic with a panel of experts.

In late 2016 we released our own podcast APP. Get it at your APP store. Search for Remarkable Results Radio

Be socially involved and in touch with the show:

Facebook  Twitter  Linked In  Email

This episode is brought to you by Federal-Mogul Motorparts 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

Gary Keyes is the owner of E & M Motors Auto Service in Stuart, Florida.

Started at a service station. (remember them?)
Gary started as a tech, right out of high school back in the service station days in Miami. He also worked in a Toyota dealership for 10 years and decided he was smart enough to open a shop himself. He says he is still learning.

Networking.
Through the value of networking, as a member of ASA, he found and purchased E & M motors.  He tells the story. Networking with peers, he says, is one of the most powerful benefits of association membership. It paid off again when he hired a tech from up north who wanted to move to Florida; he tells the story of how that happened.

Trustee for AMi.
He’s also a trustee of AMi. Gary recently received his AMAM (Accredited Master Automotive Manager) certification. As a major commitment to his technician training he will close his shop during Vision High Tech training and expo, a show in Kansas City. He says the benefits of a year’s worth of high quality training at one time is a huge benefit.

Gary Keyes is an ASE Certified Master Technician Since 1978.

Here are a few questions asked of Gary Keyes:

How many customers schedule online?

Future plans. What about succession planning?

Who owns the vehicle data in the age of telematics and the connected car?

Gary has given a strong commitment to the industry:

• Member of the Board of Directors for ASA Florida- Automotive Service Association of Florida
• Past President of ASA – Automotive Service Association Miami Dade Chapter
• Past President of ASA Treasure Coast Florida chapter 2000-2004
• General Director of the Automotive Service Association -ASA national 2011-2015
• Member of the Board of Trustees for AMi – Automotive Management Institute
• Member of Federated Car Care Advisory council
• Serve on the Automotive Technology Advisory committees for both Indian River State College and Martin County High schools.

Business Overview

Link to E & M Motors here.    Link to AMi here.    Link to ASA here.

Be socaily involved and in touch with the show:
Facebook   Twitter   Linked In   Phone 716-320-1567   Email

This episode is brought to you by Federal-Mogul Motorparts 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