Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

Joe Marconi, former shop owner, Elite Worldwide coach, is defining the challenge in today’s automotive aftermarket: the need for specialization.

The End of the Generalist Era
– Modern vehicles are too complex for the “all makes, all models, all repairs” approach. Marconi shared that when he tried doing everything—from transmission rebuilds to diagnostics—profitability disappeared. The time, training, and tooling required simply didn’t make sense.

Specialization: The Smarter Path Forward
– Like medicine’s cardiologists and neurologists, automotive professionals must focus their expertise. Specialization boosts productivity, profit, and performance while creating better outcomes for customers.

Redefining Professionalism and Language
– Replace “mechanic” or “tech” with “technologist” or “specialist.”

– Use precise titles like “calibration specialist” to build client confidence.

– Adopt “Essential Skilled Occupation (ESO)” to better reflect the professionalism of today’s technicians.

Building Career Paths and Attracting Talent
– Specialization creates clear career pathways and helps combat the technician shortage, offering young people a profitable, purpose-driven alternative to a four-year degree.

Listeners can explore Carm’s evolving document, The Rise of the Specialist—now in its 23rd version—online. https://remarkableresults.biz/rise

Joe Marconi, Executive Council Member, Elite Worldwide. Auto Shop Owner. Joe’s Episodes HERE.

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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

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/
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• 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

Join Carm Capriotto and a panel of experts—Joe Marconi, Dan Buss, and Nick Sallas—as they delve into the intricacies of selling your automotive repair business. This insightful episode covers everything from preparing your business for sale and understanding valuations to structuring deals and ensuring clean financials. Learn from seasoned shop owners about succession planning, transparent communication with employees, and navigating the emotional and professional challenges of ownership transitions. Whether it’s asset vs. stock sales, working with valuation experts, or addressing staff concerns, this discussion equips you with the knowledge to maximize your business’s value and ensure a smooth sale.

Joe Marconi, Executive Council Member, Elite Worldwide. Auto Shop Owner. Joe’s Episodes HERE.

Dan Buss, Elite Worldwide.

Nick Sallas, Sallas Auto Repair, Kansas City

Show Notes

• Watch Full Video Episode
• Importance of Transparency (00:02:18)
• Joe Marconi on Readiness (00:03:13)
• Succession Planning (00:05:16)
• Successor Challenges (00:06:40)
• Selling Experience (00:08:11)
• Valuation Discussion (00:09:51)
• Multiple Valuation Explanation (00:10:37)
• Advice on Business Preparation (00:12:18)
• Challenges of Selling a Business (00:13:23)
• Cultural Implications of Cash Transactions (00:14:43)
• Building Generational Wealth (00:16:25)
• Understanding Succession Planning (00:17:03)
• Emergency Plans in Business (00:20:37)
• Importance of Professional Advisors (00:22:34)
• Emotional Impact of Selling a Business (00:28:43)
• Contracts for Key Employees (00:32:05)
• Transparency in Hiring (00:33:07)
• Interview Questions for Potential Hires (00:34:15)
• Structuring Business Sales (00:35:38)
• Maintaining a Business Plan (00:37:12)
• Dealing with Tire Kickers (00:38:04)
• Evaluating Business Offers (00:39:19)
• Importance of Clean Financials (00:40:22)
• Value of Independence in Business (00:41:21)
• Goals for Business Sellability (00:42:32)
• Preparation for Selling (00:43:08)
• Maximizing Business Value (00:43:54)
• Purpose and Succession Planning (00:45:26)

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/

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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 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

Recorded Live at Vision Hi-Tech Training & Expo, discover the Coach’s Toolkit: The role of coaches in shaping personal growth and team development. Joe Marconi and Darrin Barney also tackle the challenges of screen addiction and social media’s impact on mental health and why the culture within your business is the engine that powers your shop’s success.

Joe Marconi, Executive Council Member, Elite Worldwide. Auto Shop Owner. Joe’s Episodes HERE.

Darrin Barney, President, Elite Worldwide, Barney Brother’s Off-Road and Repair, Grand Junction, CO. Darrin’s previous episodes HERE

Show Notes

• Watch Full Video
• Fly with the Eagles: https://eliteworldwide.com/fly-with-the-eagles/
• Personal Development and Leadership (00:04:15) The importance of personal development and leadership in business growth and success.
• Client Vetting and Coaching (00:07:11) The process of vetting potential clients and the focus on personal development in coaching.
• Sharing Best Practices Among Coaches (00:13:24) The collaborative approach to sharing best practices among coaches and the benefits for shop owners.
• Personal Development and Culture (00:15:28) Discussion on the significance of personal development and the challenges of establishing a strong culture within a business.
• Repair Shop of Tomorrow (00:17:19) Focusing on how it helps automotive repair shops become more profitable.
• Understanding Culture (00:19:30) Exploration of the concept of culture in a business and its impact, including the analogy of a “climate” and the importance of creating a positive environment.
• Overcoming Challenges and Growth (00:20:16) Insights on overcoming challenges, embracing pain, and achieving personal and business growth through coaching and self-development.
• Success Stories and Emotion in Storytelling (00:22:09) Sharing emotional success stories and the power of storytelling in podcasting and connecting with audiences.
• Social Media and Screen Time (00:28:00) Reflections on the impact of excessive screen time, addiction to social media, and the need for awareness and balance in technology usage.
• Reinventing coaching (00:32:19) Exploring the future of coaching and the need to focus on individual development and adapting to different business models.
• Technology and leadership (00:33:42) The role of technology in building better leaders and the abundance of information available for self-improvement.
• Coaching selection process (00:36:00) Insight into the detailed vetting process for matching coaches with clients based on individual strengths and needs.
• Coaching industry diversity (00:38:29) Discussion on the different approaches and strengths of coaching companies and the need for diverse coaching options.
• The story of Eagles (00:40:50) The origin and evolution of the Fly with the Eagles program, highlighting its impact on coaching and personal development.
• Remote coaching and business expansion (00:44:38) The transition to remote operations and the expansion of coaching services to Canada.

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/

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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

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

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

Thanks to our Partner, Dorman Training.  Training technicians today for the challenges of tomorrow!  https://www.dormantraininglive.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

Thanks to our Partner, Dorman Products. Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

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

How do you create an amazing customer experience in your business? Guess what? No one is born with those skills, but your employees are can turn talent into a skill with proper training. 

• It’s never too early in business to prepare for the unexpected and your eventual exit.
• Life can throw you a curveball, and we have all heard the stories of a shop owner that had a life-changing illness or worse. As a shop owner, are you prepared for life’s curve balls? And what about your family?  In addition, the primary responsibility of the business owner is to create an exit strategy.  It’s not that you are selling tomorrow, but preparing for an exit strategy grows a successful business and is worth more. Curveballs and Exit strategies go hand in hand. 
• Build your business as a home; build it to sell in the future
• THA 316 surviving health scare
• Delivering an amazing customer experience is taught, not assumed
• Amazing customer service is lacking these days, and so is creating a world-class customer experience. By the way, customer service and customer experience are different. All too often, we blame the employees, especially younger people, for not having the people skills to create an amazing customer experience. Well, no one is born with those skills, and just like the skill of playing the piano or shooting a basketball, having the talent is one thing, but to hone that talent into a skill takes training. 
• What is great customer service? What does it look like? Do you have in-house training in place for everyone in the business? 
• Be prepared for customers- lower their anxiety.
• Get into the hearts and minds of the individual- personalize it, make notes
• Talent comes first, develop the skills comes second

Thanks to our Partner, Dorman Products. Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

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

Check out today’s partner:

If only we had a crystal ball to peak at the next 5 years. As a shop owner, you might still be booked out 2-3 weeks, but with gas prices, inflation, the great resignation, interest rates, and new and used car costs, what do you need to pay attention to in the short term to continue to be profitable and relevant? 

Chris Cotton, AutoFix Auto Shop Coaching, Chris Cotton Weekly Blitz Podcast

Hunt Demarest, CPA, Paar Mellis and Associates, Business by the Numbers Podcast

Joe Marconi, Executive Council Member, Elite Worldwide. Joe’s Episodes HERE.

Michael Smith, Managing Partner, Herzberg Smith and Co, Michael Smith’s previous episodes HERE

Jaron Kleber, National Sales Manager, Repair Shop of Tomorrow

Key Talking Points

• Your employees should be your greatest strength. Invest in THEM to secure their future and the future of your business. Connect the dots with their goals and the company’s goals. Don’t ignore the people in your shop. Don’t get complacent.
• Productivity, efficiency, and effective labor rate are the 3 most important numbers in your business
• Systems, operations, and procedures. SOPs will set you free! Important to train the whole team on “what right looks like” so that everyone is rowing the boat in the same direction. It’s not about the one, it’s about the all. TEAMWORK makes the dream work.
• The automobile service industry is undergoing a literal revolution. The boomers are increasingly aging out, the number of independent competitors is shrinking fast, being a future top-shop will require much more business sophistication in the future, and the third-party investor feeding frenzy has begun. Smart owners need a strong business strategy, steeped in their legacy and exit strategy, to lead through these changes rather than just playing catch-up.
• Baby boomers retiring- 80-85% aren’t worth making a private equity investment
• Shop owners coming from outside the industry- thinking from a business perspective 
• Elevating the industry through training and coaching
• Profit vs cash- cash brings personal spending habits into play, preserving cash
• Will it slow down? It matters what you do during the good times that will help you survive the bad times. Don’t let car count carry you. Redefine who you are and honed in

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:

Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR.

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

Why is understanding the psychographics of your ideal customer so important to your business? Why it is important to understand who your ideal customer is?  My panel discusses the importance of building relationships with customers that see the value in your business. 

Watch the Episode on YouTube

Joe Marconi, Executive Council Member, Elite Worldwide. Auto Shop Owner. Joe’s Episodes HERE.

Marty Long, Hills & Dales AutoCare Inc, Canton, OH

Bryan Lagas, Principal, Speedsport Tuning, Danbury, CT

Key Talking Points

• Mass merchandising vs. target marketing- why this is important for shop owners
• Make marketing unique- not your average paper ads
• Being active in the community in a memorable way. Reinforce your brand.
• You can’t be everything to everyone 
• FORD- family, occupation, recreations, dreams
• Building relationships with the customers that see the value in your business
• Psychographics- what are your customers involved with? Read? Listen to? Values? Lifestyle? What’s in their backseat? Their network is also your target audience
• Culture- connecting with customers and building relationships. The quality of the interactions 
• Who are the 20% of your active customers?
• “What’s important to me and the customer?” it’s not always about the money
• The ease of the transaction- your ideal customer that has been with your shop 20 20 years but isn’t the demographic of your ideal customer is still your ideal customer. Don’t box yourself in.

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

Nothing beats live in-person industry events. There is power in the collaborative minds from around the country in one room. The podcast attended the 2022 Elite Invitational in San Diego and we recorded some incredible stories with essential aftermarket voices. At the end of the conference, I had the idea to grab Jim Murphy, Gene Morrill, and Joe Marconi for a recap of the event and their perspectives on our industry. Keep listening, you have the best seat in the house right next to these 3 aftermarket icons.

Gene Morrill, Certified Automotive in Glendora, CA. Business Development Coach with Elite Top Shop 360, Elite Worldwide. Gene’s previous episodes HERE

Joe Marconi, Executive Council Member, Elite Worldwide. Joe’s Episodes HERE.

Jim Murphy, Pro Service Leader, Elite Pro Service Program, Elite Worldwide. Jim’s previous episodes HERE

Key Talking Points

• Guiding, not telling what to do
• Takeaways- more young people attending, non Elite clients attending, finding your ideal customer (the 20%), customer base still referring to technicians as ‘mechanics’
• The Bob Cooper Experience- presence and ethics
• Implementation is the key to acquiring knowledge
• Changing demographic with customers and employees
• Movement of shop owners coming from different careers
• Always move forward, be inspired, attend training, be focused on your employees, empower your employees to create customer experiences, brainstorm opportunities

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 partner:

Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com

Greg Buckley is the CEO of the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.

Gene Morrill, owner of Certified Automotive in Glendora, CA. Hear Gene’s previous episodes HERE.

Joe Marconi, Osceola Garage, Baldwin Place, NY (Coach with Elite Worldwide). Joe’s Episodes HERE.

Key Talking Points:

• You need a survival guide for 2021We’ve never been thru anything like this
• It ain’t over yet
• Proactive about letting customers know we are open
• “Move the Dang Couch” (do something different)
• What should we maintain doing what we’ve been doing (in 2020)We’re not immune to any kind of economic downturn
• Look at what happened, see how well we were prepared for it
• Move forward, learn from it, and put a plan in place
• Fundamentals… Moving into 2021 you don’t want to reinvent themFall back on what has worked in the past
• Knowing your margins, knowing your KPI, knowing your team
• Hone in on your fundamentals
• Stop being reactive and be proactiveMoving the couch is being proactive
• Join an organization
• Talk to friends that own shops
• Be forward thinking as much as possible
• Getting burned sometimes is not a bad thing to learn a lesson
• Is 2020 the year to admit that we don’t know what we don’t knowIt takes ego
• Encourage to ask the questions
• People are willing to teach
• Maintain your marketing thru tough times
• Maintain your resolve, maintain your resilience, maintain business as usual
• Look back at 2021, learn from it and push forward
• Walk with us down the 2021 mentalityLoaner cars for customers
• Contactless operations such as payment
• Refocus on client base that you already have
• What service can we provide in a lower mile environment  
• Customer service and e-commerceA lot of things went wrong in December
• A good thing is to go back to roots, quality of service
• Technology cannot replace quality of service
• Understand who the customer is
• Is it time to incentive technicians for training?That’s a loaded question based upon personality types
• Build training into your culture
• Alot of unknown going into 2021Marketing in 2021
• Notify customer let them know we are open
• Find out who the spenders are
• Expensive marketing campaign, instead…
• Phone call, email, text reminder – costs nothing
• Educating your staff
• Reach out and touch someone in 2021
• Final WordsJoe MarconiWhat’s your crisis continuity plan look like?
• Employee development plan
• Goal setting – what does 2021 look like in June?
• Strive for a plan
• Greg BuckleyMake sure you’re fundamentals are good
• Don’t forget what got you there
• Learn to hit a curveball
• Learn to throw things at a wall to see what sticks
• Make sure you take care of the people that are working for you
• Be better a leader than you are now
• Gene MorrillLet it go
• Don’t be the elephant, be the duck, let the water roll off your back
• Move that couch and try something new
• Get to know friends and owners
• Build a war chest of knowledge with your friends and coaches

Resources:

• A special thanks to Greg Buckley, Gene Morrill, and Joe Marconi 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 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

Chris Monroe, Monroe Tire & Service, Shelby, NC (Elite Coach)

Joe Marconi, Osceola Garage, Baldwin Place, NY (Coach with Elite Worldwide)

Kevin Vaught, Elite Worldwide Business Development Coach, former multi-shop owner

Key Talking Points:

Chris Monroe

How are we making our service departments more efficient through better communication and organization?

• Equipment Location- why is it located where it is?
• Digital paralysis…do we get so focused on technology that we lose the basics?
• Being able to recognize basic pain points and saluting them
• Inventory-labeled and organized
• Radios-bring the conversation in close-save steps
• Process-from when the customer walks in, to check out….making the process slick. What is working?
• The problem is…shop owners have trouble seeing stupid stuff with clean eyes.
• Solutions are typically simple and cheap.
• Who is working on taking steps out of the process?

Joe’s Marconi

(A different perspective – I am sure we will cover shop layout, Digital MPI, tools, equipment, etc.)

• It all starts with the right people. The stronger the team, the more potential for high efficiency and production. No amount of technology will ever take the place of people. Before you look to technology to solve problems with production, get your house in order with regard to the right people, culture and morale.
• Leadership is key – MBWA- Management By Walking Around. Encourage your people, recognize the right behavior, give them praise, give them feedback. Celebrate wins and promote self-direction.
• Cultivate leaders within your company.
• Every aspect of the workflow needs to be reviewed often, refined and corrections made. To attain high efficiency requires an ENTIRE team effort. From where the customer parks the car, to effective write-up, dispatch, technician’s repair process, sales, quality control (and reducing comebacks), car delivery and follow up. 

Kevin Vaught

• Recognizing the Problem-Stepping Back-Too close to the Forest to See the Trees! (recent example to share)
•  Observing your team and how they function with existing resources both digital and physical-align the right person with the right job
•  Balanced inventory-better utilizes space/cash-opens up possibilities for more efficiency. Example: too many tires in stock-make space-reallocate equipment/resources to become more efficient-Tire Install Room
•  Key drop was fashioned with a hole in the wall..nice exterior and the keys just sort of fell into this in-between space that required lots of digging
•  Centralize equipment-prep processes Ex: Oil drains, flush equipment- Fill Jugs
•  Tools/supplies at balancer-at aligner (sounds simple, but are you doing it)
•  Radio’s were our biggest communication slam dunk
•  Digital tabs…are they saved for quick access along with functional terminals
•  Internet service…is it robust enough to carry a signal without getting dropped  
•  Bottlenecks-we have a plan to install another road force
•  Tablets instead of paper-our technicians now have in their hands mounds of information AND can push that to the right bucket in a timely manner
•  SMS organization with canned job efficiency
•  Parts inflow/outflow-returns-establish weekly process to eliminate backlogs
•  SMS-fed by Insipely-DOT-AutoText-Alldata-Identifix-Mitchells-Carfax-Website parallels-TPMS resources/tooling (9)
•  Tab Organization on each terminal-no matter which terminal, consistent lookup locations that save time 

Resources:

• A special thanks to Chris Monroe, Joe Marconi, and Kevin Vaught 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

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It’s often said that if you choose a job you love you will never have to work a day in your life. Joe Marconi can say that with sincerity, Joe owns multi-branch operation Osceola Garage in Baldwin Place and Croton Falls, NY. His dream after graduating high school was to someday open up his own automotive repair business and that dream became a reality on October 1, 1980.

Joe was born and raised in the Bronx; he relocated to Putnam County, NY and founded his company on the culture and philosophy that he was taught growing up: Treat people with respect, take care of your customers as family and always go the extra mile. These principles quickly became the secret to Joe’s continued success.

Joe is also a part-time business coach and trainer for Elite Worldwide and co-founder of autoshopowner.com. Listen to Joe’s previous episodes HERE.

In January of 2017, John Long purchased an interest in Total True Automotive dba Schertz Auto Service, Schertz, TX,  for which he worked since July of 2005.

Growing up John was not interested in vehicles even though his father had always fixed their cars.  John’s passion was sports especially hockey.  John played anything and everything growing up.  He is still a huge sports fan and sports numbers junkie.

In his late teens, John started to gain more interest in vehicles and just after his 21^st birthday he accepted a position working at National Tire & Battery as a service advisor.  He knew nothing about tires or vehicle systems and how they worked, but he learned as much as he could.

In 2005, John and his wife decided it was time for a move. He arrived in San Antonio late on a Friday night after driving 24 hours straight and interviewed with Mark Roberts on Saturday morning.  Mark hired John, and for the next several years he helped grow the new mechanical repair shop business. Listen to John’s previous episodes HERE.

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

Through the value of networking, as a member of ASA, he found and purchased E & M motors.   Networking with peers, he says, is one of the most powerful benefits of association membership.

Gary is also a trustee of AMi and earned his AMAM (Accredited Master Automotive Manager) certification. Gary is also an ASE Certified Master Technician Since 1978. Listen to Gary’s previous episodes HERE.

Talking Points:

• To improve the end product and to reduce comebacks, you must build quality into the repair process. Quality control checklists at the end of the repair can only do so much.
• Quality, not quota, is the strategy you need to adopt to reduce comebacks.
• You have to Slow Down in order to Speed Up.
  • You need the ability to throw down the STOP card
• Comeback prevention starts at the front door.
• It is all about communication. Writing enough information to the technician will make for a better diagnosis.
  • You cannot accept a work order that says ‘Check Engine Light’, or ‘Dead Battery’.
• Instead of Quota (production), it needs to be Quality. You need a culture of caring and quality that will go a long way to manage comebacks.
• You should always be looking to improve. Your processes will drive a well-managed quality program.
• You must log every comeback and discover if it was communication, process, part quality or training, among other come back reasons.
  • Must log where the part was purchase and brand. You need to be able to spot trends.
  • What were the costs up to and including a rental car etc. See below link for a comeback cost analysis download.
• If failure rates are too high on a product line, this group would change parts brands. But they would let the supplier know that they were having a problem.
• Quality of parts today is in question and you need to pay attention to comebacks so your costs and reputation are managed.
• Top failures that can lead to comebacks in order of the experience of the panel.
  • Communication. 50%
  • Part Failures. 40%
  • Technician Errors. 10%.
    • They take their jobs seriously and do not ever want a comeback.
• Do the math on comebacks. See the cost report (link below) that shows an example of the cost of a steering rack comeback.
• In the eyes of the customer, no matter what type or kind, even if a missed oil change sticker, shows a breakdown in the process. The customer may think what else did they miss?
• You need to follow up with each customer on each job. Probe the customer and understand the post-transaction. So important for first-time customers because their anxiety level is high. This helps to ease it when you call back 48 – 72 hours after the repair.
• Your overall reputation of quality, honesty and integrity can lessen the blow of comebacks.
• A bad review or experience can snowball and get out of control if you don’t manage.
• A good Quality Control process after the repair is important to tighten up the quality of the repair process. Many times the person who does it should not be the tech who worked on the car.
• To repeat the right behavior, give the tech a high five and praising when there is a perfect QC done on the vehicle. This will reinforce the type of behaviors you are looking for.
• Spend a lot of time on internal procedures and processes so that post repair quality control is nearly perfect every time. Follow the procedures 100% of the time. No exceptions.
• Vince Lombardi Quote: “Perfection is not attainable, but if you chase perfection we can catch excellence.”
• It starts from the top and the culture you determine for your company. Every team member is a key component to the success of the company.
• Put the emphasis on quality not quota. Success is in the details.
• Your quality will be determined on how you lead others. People will want to be praised and be included in how the company functions.

Referenced in the episode:

Concierge Service – The Next Frontier. Town Hall Academy Episode 008

Bobby Bassett from Gates on Cooling System Come Backs

Download the AASA and ASA Joint Task Force: The Cost of a Come-Back

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It is the mission of ASLA (American Skilled Labor Association) to provide a suitable employee to the American Workforce. Lead by Mike Davidson, service professional entrepreneur and shop owner of Parkway Automotive in Little Rock, AR, Mike says, “We will do this by providing businesses with a clear path for mentors and locating employees who have the aptitude to succeed in a chosen career”.

Knowing that Mike is an auto care service professional you can listen to Mike as a peer with the same challenges as you. He is working hard to give back to the industry while helping to solve an important industry problem. As the technician shortage persists, this solution helps create (grow) your technician bench over time with a strong and disciplined process.

This program will be approved by the US Department of Labor and will support apprentice opportunities in every shop in America allowing you to nurture your own A techs of the future.

Let me recommend a series of things to do to best appreciate and understand ASLA:

1. Listen to this episode. Click play button above.
2. Listen to the Face To Face episode 93 on Mentoring here.
3. Look at the ASLA website here.

• Get your apprentice guide and how to select a mentor guide

1. Support the program and start to grow your own top technicians.

Why Listen?

How a shop can get reimbursed for their apprentice program.

You get a blueprint to build a strong program.

Appreciate the purpose and emotional drive of ASLA.

How the GI bill can be utilized for this program.

Learn about the three G’s in a persons capabilities.

Understand the state of the industry when it comes to the talent pool.

Learn how the US Department of Labor figures into this program.

Learn about the gift to the industry from Bob Cooper, Elite Worldwide, Joe Marconi and others to bring the Apprentice Program to the industry.

ASLA Website here.

Mike Davidson can be reached at miked@parkwayautomotive.net

Also check out these You Tube video’s Mike has personally posted with his own apprentice:

https://youtu.be/uHyAv0ITv04

https://youtu.be/w_6KEQNYCZs

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

Podcast links to people mentioned or featured in the podcast:

Mike Davidson:

• Entrepreneur Interview Episode 52 here.
• Face To Face Round Table on Charitable Initiatives Episode 73 here.
• Face To Face Round Table on Technician Mentoring/Apprenticing Episode 93 here.
• Mike has been a great contributor to the radio program.

Joe Marconi who helped with the apprentice program in a two part entreprenuer interivew. Episode 11 here and Episode 12 here.

This week’s guest is Joe Marconi. You may know the name because Joe writes a monthly column in Ratchet and Wrench. He’s been in business for over 35 years and owns Osceola Garage in Baldwin Place, NY.

Joe’s interview is over two parts. You are on part two. Part one is in episode eleven.

Joe is very passionate about success because he struggled through some tough times. He tells a great story about the day he realized that things needed to change.

Joe has overcome those rough times and besides being a shop owner he is a business development coach with Elite and co-founder of autoshopowner.com. (an iATN like web site for the business side of the industry). Joe says that being a forward thinker is in his blood.

Why Listen?

You’ll hear Joe talk about his passion for his service culture.

Learn why having a strong web presence is critical along with social media and blogging.

Joe says that women clinics are an important part of his service offering.

Maintaining an upstanding integrity trumps it all.

He says your biggest threat is yourself if you are not doing the right things … We also get into a deep discussion on when a business may want to consider coaching.

Osceola Garage Website

This week’s guest is Joe Marconi. You may know the name because Joe writes a monthly column in Ratchet and Wrench. He’s been in business for over 35 years and owns Osceola Garage in Baldwin Place, NY

A great interview broken up over two parts. You are on part one. Part two is episode twelve. Be sure to listen to both.

Joe is very passionate about success because he struggled through some tough times. He tells a great story about the day he realized that things needed to change.

Joe has overcome those rough times and besides being a shop owner he is a business development coach with Elite and co-founder of autoshopowner.com. (an iATN like web site for the business side of the industry). Joe says that being a forward thinker is in his blood.

Why Listen?

You’ll hear Joe talk about his passion for his service culture.

Learn why having a strong web presence is critical along with social media and blogging.

Joe says that women clinics are an important part of his service offering.

Maintaining an upstanding integrity trumps it all.

He says your biggest threat is yourself if you are not doing the right things … We also get into a deep discussion on when a business may want to consider coaching.

Osceola Garage Website