In this Mastermind style podcast episode of the Aftermarket Radio Network’s Town Hall Academy, host Carm Capriotto discuss the significance of training, customer loyalty, and the challenges of business expansion. Matt Wagg, AJ Nealy, and John Long share their experiences investing in their teams’ development, creating memorable customer experiences, and the personal growth required for successful leadership. They also delve into the complexities of scaling from a single shop to multiple locations, discussing the importance of readiness, strategic planning, and learning from both successes and failures in the expansion process.

Matt Wagg, Accelerated Diagnostics and Automotive, Bennington, NE

AJ Nealey, Nealey Auto and Tire, 5 Locations, Edgewater, Deale, Owings, Pasadena, and Rockville, MD

John Long, Total True Automotive, 3 Location MSO, Shertz, and New Braunfels, TX

Show Notes:

• Watch Full Video Episode
• Matt Wagg’s journey (00:00:39) Matt Wagg shares his journey into the shop business, including his business plan and speaking at a college.
• AJ Nealy’s experience with the podcast (00:01:08) AJ Nealy discusses his experience with the podcast and his approach to business.
• Earning customer loyalty (00:05:14) The panel discusses the importance of earning customer loyalty and creating memorable experiences.
• Creating a positive customer experience (00:07:08) The panel talks about creating a positive customer experience and the importance of communication.
• Unexpected extras for customers (00:10:13) John Long shares examples of unexpected extras for customers, such as giving out stuffed animals and matchbox cars.
• Investment in training and loyalty (00:13:33) AJ Nealy and Matt Wagg discuss the investment in training and the impact on employee loyalty.
• The impact of closing for training (00:15:46) The positive impact of closing for training on staff and customer perception.
• Empowering employees through training (00:16:45) The importance of empowering employees through training and the impact on customer and employee satisfaction.
• The importance of operational excellence (00:22:23) The focus on operational excellence, cross-training, and creating a consistent guest experience.
• Leadership and business growth challenges (00:26:12) Challenges faced in leadership, business growth, and the need for personal and professional development.
• Adapting to leadership role and business redefinition (00:28:02) The need for redefining the role as a leader, making difficult choices, and redefining business operations.
• Growth and future business plan (00:31:29) Discussion on surpassing business plan goals, the need to plan for the future, and the desire to spread skills to the community.
• The feeling of going from 1 to 2 (00:32:09) Exploring the decision to expand from one to multiple stores and the passion and drive required.
• Preparation and access to capital (00:32:37) The importance of being ready with processes, systems, and access to capital before expanding to multiple locations.
• Different approaches to expansion (00:34:23) Considerations and challenges of different approaches to expanding, such as new build, brownfield, or acquisition.
• Challenges and surprises in expansion (00:37:06) Challenges faced in opening new locations, including marketing, demographics, and unexpected surprises.
• Learning from mistakes and failures (00:39:53) The importance of learning from mistakes and failures in the process of expanding and growing the business.
• Adapting to different store cultures (00:42:42) Understanding the differences in store cultures and leadership styles as businesses expand to multiple locations.

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/

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“Do our technicians, when they close the hood, take the rag, you know, they rub the hood, make sure there’s no fingerprints? Do they really think about the role that they had in that customer’s life? Most of them don’t.”

Dan Taylor shares a personal experience where his technician played a crucial role in getting his wife to the hospital in a life-threatening situation. This incident made Dan realize the importance of our mission in ensuring the safety and reliability of vehicles. What is the ‘why’ behind someone’s work and why is that important?

Show Notes

Thanks to our Partners, AAPEX and NAPA TRACS.

Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 – Nov 2, 2023, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR

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

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• Communication.
  The guests emphasized the importance of constant communication between team members, including the technicians. They also stressed the need for clear communication with customers about job expectations and timelines.

• Teamwork.
  The panel compared running a shop to being on a sports team, where everyone must work together and be on the same page to succeed. They also discussed the importance of teaching and knowledge-sharing to ensure everyone is aligned with the company’s goals and values.

• Flexibility.
  The panel discussed the need to remain calm and adaptable in the face of unexpected events, such as an employee calling in sick, bigger problems than anticipated with the repair, and the proverbial challenge that a key leader getting hit by a bus. They also talked about the importance of constantly reevaluating and adjusting schedules and plans.

• Having policies and procedures in place.
  Panelists stressed the need for policies and procedures (SOPs) if the unexpected happens. These SOPs include who steps in, how we communicate to the customer, and what measures should be enacted that keep the client whole and the team together.

• The right mix of jobs.
  This can be crucial for a technician to have a productive day. The panel agreed that the service advisor plays a significant role in scheduling and dispatching. They also discussed the importance of overscheduling to compensate for the occasional curve ball.

A very passionate panel discussion that will fuel your thinking and motivate you and your team to review your dispatch practices. I highly recommend listening to this episode to excite your team to make your dispatch practices the best in your market and, ultimately, make your client experience the best ever. Customers may never know how hard you work your processes and systems to create a trusted relationship.

Thanks to, Nick Howard, GM at Reggie’s Motorworks, John Long, Co-Owner Shertz Auto Service, Steve Braun, Ulmer’s Auto Care, and Reggie Stewart, Reggie’s Motor Works, and Noble Auto Service, Dan Taylor, Transformers Institute

Making Dispatch Work

Listen HERE

Watch Video HERE

The Art and Science of Dispatch

Listen HERE

Watch Video HERE

John Long, Total True Automotive, Shertz Auto Service, Schertz, TX.  John’s previous episodes HERE.

Nick Howard, GM at Reggie’s Motor Works.

Steve Braun, Director of Sales & Customer Service, Ulmer’s Auto Care, Cincinnati, OH.

Reggie Stewart, Reggie’s Motor Works, and Noble Auto Service in Noblesville, IN, Euro Specialist. Reggie’s previous episodes HERE

Show Notes:

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

Connect with the Podcast

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

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

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

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

Is your service advisor stressed? Do you have a full lot of vehicles to repair but have technicians standing around? I’ve been asking shop owners if an estimator role in the business is an important hire. I got an ear full in this Academy Webinar on how the metrics work and the role and responsibilities to consider hiring an estimator or parts specialist in your growing busy shop. All three shop owners on my panel have this role in their shops. 

Watch the Episode on YouTube

John Bridgwater, Doral’s Auto Repair, San Leandro, CA. Listen to John’s previous episodes HERE

Mike Davidson, Parkway Automotive, Little Rock, AR. You can reach Mike at miked@parkwayautomotive.net    Listen to Mike’s other episodes HERE.

John Long, Total True Automotive, Shertz Auto Service, Schertz, TX. Listen to John’s previous episodes HERE.

Key Talking Points

• How do you keep your tech in the bay and the service advisor on the phone and talking with customers?
• Outside calls for appointments and estimates take the most time for service advisors 
• Estimating requires someone that is meticulous and good with the paperwork side of things
• Estimator- technical knowledge and computer skills, can step into advisor role during vacation times
• The consistency of having a dedicated estimator makes things much smoother both for the shop and for the client.
• Allows the service advisors more time with customers and focused on the cars in the shop
• Technicians are the most on board with estimators, consider the estimator to be a “Parts Specialist”
• Outside calls for appointments and estimates take the most time for service advisors 
• The estimator doesn’t have to be on sight at the business- can be a remote position
• Link for Mike Davidson’s Leadership Collection Episodes HERE
• The service Mike Davidson uses to support incoming calls is Live Voice: HERE.

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

See how Broadly can help YOU grow your auto shop. getbroadly.com/chat

Key Talking Points

• The best thing you can do as an owner is leaving
• Edgar (26 years old) joined a coaching group- going to the next level, providing solutions and networking. Started as a technician, dove into training, and had the goal to be the shop foreman. If you don’t have a plan of action to achieve the goal it will continue to just be a goal without reaching it. 
• Structure- store director- oversee the entire shop, lead service advisor, production director- shop workflow, and shop foreman.
• Moving from in training to store director- 
• Interviewing Edgar- he was moving from corporate to independent, John saw desire and passion. 
• Leaders continuing their own training and education- leaders are readers. You can’t expect your employees to pursue training for themselves if you don’t do the same. 
• Disagreements need to be honest and transparent- blind spots happen 
• Opening the second location- brand recognition from store 1, involved in community events and chamber meetings, placed new business where existing customers were living. Challenges- not knowing what you don’t know even with a successful first shop. Documented the challenges for store 2 to remember for store 3. 
• Brainstorming for the future- the next ‘big thing’ is making what you have work better and more efficient. Training center facility for other shops in the area. 

Connect with the show:

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

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Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

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.  AAPEX 2021 is in the record books and lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX – Now more than ever.

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/carm

John Long started to gain more interest in vehicles and just after his 21^stbirthday 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.

Mark Roberts is the owner of Schertz Auto Service,  Mark also serves on the Board at Shertz Community Bank, is a Board of Director of Guadalupe Valley Electric Cooperative, Guadalupe Valley Home Services Corporation, and the Guadalupe Valley Economic Development Corporation. Listen to Mark’s previous episodes HERE.

Edgar Reyes, Service Director, Schertz Auto Service, Schertz, TX.  Listen to Edgar’s previous Episodes HERE

Key Talking Points

• “Power of Moments” book – white glove popsicle service at the hotel pool, powerful experience with minimal resources
• Creating moments together- birthdays, people remember special moments you create for them
• Snacks- hand out snacks for technicians working nonstop
• Genuine gestures
• Working with a Bear Video

Connect with the show:

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:

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

John Long started to gain more interest in vehicles and just after his 21^stbirthday 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.

Edgar Reyes, Service Director, Schertz Auto Service, Schertz, TX.  Listen to Edgar’s Previous Episodes HERE

Keith Williamson is the owner of Williamson’s Repair and Tire in Bondurant, IA for over 20 years. He is a member of MWACA where he leads the Shop Owner Support Group (an amazing group of shops) in Iowa. He and his team focus on the customer experience, as well as Hybrid, Electric and emerging vehicle technologies. He recently added a solar array to his building and uses a Toyota Prius and Chevrolet Volt as shuttle vehicles and plans to add more hybrid and electric vehicles as they continually update their loaner fleet. He is a member of RLO Training’s Bottom Line Impact Group for 4 years. Listen to Keith’s previous episodes HERE.

John Long started to gain more interest in vehicles and just after his 21^stbirthday 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.

Tyler Hubbard is the owner, I-70 Auto Service, Kansas City, MO. Listen to Tyler’s previous episodes HERE.

Key Talking Points:

• One of the best ways to grow your technicians is to pay for their training
• Consider incentives for the number of hours. See this episode with Bill Hill: FTR 075: Bill Hill – Yearly Bonus is All About a Commitment to Training
• Promote to your customer that you are closed for trainingLet them know of your commitment to stay on the cutting edge
• Use your invoices, signs and social media to promote your training commitment
• The best networking happens at the breaks and in social events during any conference, especially at Vision
• When back at work hold lunch and learns and share what each other learned and what resources are available.When you teach you learn
• Hold deep discussions on what each learned. Do this over a few weeks so you can spend some quality time on each lesson
• Team bonding is at an all-time high when you bring your team to a training conference.
• Some techs will leave shops when they will not pay for their training
• Be sure that your techs all go to different classes
• Lunch and learn where your techs share new ideas that they discovered or learned. Make this a part of your meetings
• How do we test if the training worked
• You need to want to see your people be successful
• Track comebacks to find weaknesses in training
• Training saves your tech time. Time is money
• If you are going to provide the best customer service, not training your techs hurts that commitment
• You gain a competitive advantage with your commitment to training
• You need to fix yourself and then you’ll find better ways to build a better business
• Investment in training as a percent of sales needs to be budgeted
• John Long spent $90,000 on training. It was 3% of his business
• Techs want to be trained. If they don’t it is time for them to find another shop
• Every position in the company needs to be trained: CEO, Service Advisor, Technicians and back office
• Hire a business coach to help you run a better business and hold you accountable
• Training hours per year required and reviewed each quarter. Many owners pay an incentive to hit their training goals
• Careful. Not all training is good training. Don’t stop training if you have a bad experience, but learn about trainers, venues and content
• How to:Put monies away for training: Scrap iron can be used to fund training
• Supplier rebate’s (debit cards used to pay for training)Parts suppliers and dealers have rebates.
• Suppliers have great training. Partner with your suppliers to bring in the training you need
• Local and regional training comes to your city. You do not have to always go to national events
• Gather your local shop owners and bring in a national trainer
• In house training with a top diagnostician to teach your B and C techs
• Build training into your labor rate. No customer will notice 
•  If you pay for training you can go on better vacations

Resources:

• A special thanks to Keith Williamson, John Long, and Tyler Hubbard for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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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

Mark Roberts is the owner of Roberts Properties, Inc, Managing Partner of Total True Automotive dba Schertz Auto Service, Craftsman Building and Renovation LLC. He is also partnered with a Local Custom Home builder. Mark is also the former owner of Auto Collision Works. He grew up in Schertz and has been a resident since 1969.

Mark also serves on the Board of Directors of Guadalupe Valley Electric Cooperative, Guadalupe Valley Home Services Corporation, and the Guadalupe Valley Economic Development Corporation. Listen to Mark’s previous episodes HERE.

John Long started to gain more interest in vehicles and just after his 21st 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.

Key Talking points:

• Mark Roberts has plans to grow via partnerships
• It has been beneficial for all parties
• Mark worked in a collision business and he was told by the owner that he would never partner with anyone, even his children unless they purchased it
• Mark wanted to create an opportunity for David and John to own a business; to be his partners
• Succession planning was not in his thoughts when he did this
• They discovered their compatibility when they started to read Rocket Fuel. (see books page) 
• Agreements and buy-sell.Will not deal with ex-wives
• Passing on, the shares come back to company and wife gets bought out
• Another consideration is incapacitation. They don’t have this clarified yet
• All partners need to be protected. Too many lives at stake
• It was tough for Mark to walk out of the shop and not be involved in the day to day
• When they buy Mark out they may sell a portion of the business to additional partners
• Consider different levels of responsibility in a partnership agreement
• Partnerships are not for everyone
• Many potential partners really don’t know what owners do. You have to plan on grooming, training and coaching them. Pay for the classes they need to learn to be a CEO
• Mark does a wheel of life once a month with his partners

Resources:

• Thanks to Mark Roberts and John Long 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.

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NAPA AutoCare’s recent partnership with CarVantage gives your AutoCare Center an easy way to take advantage of telematics, increasing customer retention and boosting customer spend. You provide customers with a CarVantage sensor that plugs into their vehicle and connects via Bluetooth to their smartphone. Then you set up automated marketing campaigns that target customers based on their vehicle’s next maintenance interval, for example, or whenever a check engine light is detected. That gives customers peace of mind and the best experience in the market. They also love CarVantage because it’s free to them. A special offer only for NAPA AutoCare Centers lets you give CarVantage a try at a very affordable price. And it includes free sensors. Other plans and enhancements are also available.

Learn more about CarVantage and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com.

Andy Massoll second-generation owner from Curt’s service in Oak Park, Michigan was featured in episode 29. He and his dad Curt build their 15,000 sq ft dream shop in 2012 and you can hear about all the Green Capabilities of his shop in episode 29. His main location focuses on specialized services such as European, Asian, hybrid and fleet. Andy recently opened his first branch with a partner in a more rural setting. He and his partner Jim were consulting for the business but decided to buy it instead. He is also a member of CCPN and ASA. Andy’s previous episode HERE.

John Long started to gain more interest in vehicles and just after his 21^stbirthday 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.

Tom Ham, with the help of his wife Deb, is the creator and owner of Automotive Management Network a 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late ’60s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines.  He writes extensively on industry topics.  Discover Tom’s previous episodes HERE.

Key Talking Points:

• Big take-a-way is Budgeting and the Profit First Strategy
• Create a budget on every category of the business and share it with your people. They need to know of the entire plans for revenue, margin, and costs in the business
  • A budget needs to be in-depth
  • A budget is not a saving plan but an earning and spending plan
  • Tom Ham: An oversimplified 25/25/25/25 budget plan. Simply put of your sales you can allow 25% for payroll, 25% Expenses, 25% for Parts, 25% for profit. 
• Dave Ramsey financial goals will help your people live within their income
• Long-range goal: Will the shop run without you.
  • Make the plan and work the plan
  • Set yourself up to succeed
• You should not get yourself into debt as you grow your business
• The family must be on the same page on how you spend money. What is your incoming and live within your means.
  • Spend less than what you take in both personal and business
• Money needs to be there for investment in technology, tools, equipment
  • Can’t spend what you don’t have
  • Must budget: set aside money for every aspect of the business
  • Monies/funds available must be earned through running a great business
• Andy and Tom are in a twenty-group. This really helped them focus and grow their business
• There are two different types of shop owners as it relates to increasing labor rates
  • One’s that will immediately change their labor rate
  • Other, will worry and labor over the decision
• Managing your profitability and running a successful business allows you to may a great wage to your team and keep them.
• Many techs turned business owners manage their business by what is in the bank.
  • The worse way to manage
• Andy suggests ‘reverse engineer’ your cash. Allocate taxes, payroll, profit and so on.
• The book Profit First will help. Find it HERE.
  • Podcast episodes on Profit First HERE.
• Rarely businesses will go out of business if they have high prices
• Never borrow to pay parts bill. This shows that your core fundamentals are broken.
  • Use debt to grow the business
• If you are in trouble paying your bills. Suggestions:
  • Find an accountability partner. Admit you need help. Can help you and give you guidance
  • Stop the bleeding. Not hard to find areas that are bleeding money
  • The family must be on boards (spouse)
• Learn to be uncomfortable as you learn. Get out of your comfort zone
• If you are struggling you are not alone
  • Ask for help
• Don’t let finances scare you, however, you must learn
  • Get educated, get help
  • Don’t just keep track of what you want, you must look at every performance indicator and find ways to improve them
•  Be content with where you are and also be aggressive in going forward.
  • If you are not content figure out what doesn’t make you content

Resources:

• A special thanks to Andy Massoll, Tom Ham, and John Long 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.

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Thanks to Shop Ware and Jasper:

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

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A re-manufactured drive-train product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com



In the photo, left to right: John Long, Frank Scandura, Jennifer Wiens, Vic Tarasik, Jeannie and David Light, Jammie and Eric Carlson, Carm Capriotto

You’ll learn the value of shop tours from this Remarkable Panel:

• Our host, Jennifer Wien, Ted Wiens Tire and Auto, Host, Las Vegas, NV
• John Long, Shertz Automotive, Shertz, TX
• David and Jeannie Light
• Eric and Jammie Carlson, Ervine’s Auto Repair and Grand Rapids Hybrid
• Frank Scandura, Franks European, Las Vegas. 
• Vic Tarasik, Shop Owner and Coach. Vic’s Previous Episodes HERE.

Key Talking Points

• Take care of our business so we can take care of you
• We are too close to see what is wrong or out of place or even not working
• R & D does not mean Research and Development it means RIP-OFF AND DUPLICATE
  • Some of your best ideas will come from peers. Make them your own and design them to fit your world
• Best way to participate in shop tour is via a twenty-group
• Shop tours can provide you good constructive criticism that great opportunities for change
• Some shop tours will have you interview their people to gain knowledge for the owner who is hosting the tour
• When you do a tour you can provide
• Jennifer Wiens discovered, on a shop tour, a baby changing table. She implemented.
• When you travel consider calling ahead and asking a shop owner if you could stop by and get a shop tour
• John Long has had 30 shop owners at his shop this year so far
• Learn from the observations of ideas of others
• Top three strategies to improve your company
  • Coaching
  • Twenty-Group (networking group)
  • Shop Tours
• Components of Shop Tours an Excellent Peer Review
  • Repair Order Review/Audit
  • Employee Interviews
    • Amazing discovery for the shop owner
    • The premise is to make the company better
    • The owner picks the people in advance and tells them we are looking for way to improve the company. A casual talk. Some people do not want to talk to their bosses
    • Ask about expectations, if they like working there, know about the process, do you have the opportunity in the company, what things would you change
  • Work Flow (shop)
  • Curb Appeal
  • Show Room
  • Vehicle Re-Inspection
• Bring your power of observation to every shop tour
• An outcome of doing shop tours can be the improvement of your facility by learning from others. It can be remodeling, process improvement, additional bays, different software and marketing ideas to grow the business
  • Invest in your appearance

Resources:

• A special thanks to Jennifer Wien, John Long, Frank Scandura, Vic Tarasik, David and Jeanie Light, and Eric and Jammie Carlson for their contribution to the aftermarket.
• Shop Tours Part One HERE.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A re-manufactured drive-train product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

The Panel:

Keith Katz is owner of Quality Service Center in York, PA for the last twenty years and an industry veteran of thirty-seven years. His 7 bay shop has 6 lifts and supports 3 technicians with one service advisor. He is involved with the NAPA Advisory Board and supports the Bridge of Hope organization that helps local homeless mothers find employment and housing for their families.

He is a member of AASP in Pennsylvania and engages ATI as a support partner. Listen to Keith Katz’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^stbirthday 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.

Keith Williamson is the owner of Williamson’s Repair and Tire in Bondurant, IA for over 20 years. He is a member of ASA Midwest where he leads the Shop Owner Support Group (an amazing group of shops) in Iowa. He and his team focus on the customer experience, as well as Hybrid, Electric and emerging vehicle Technologies. He recently added a solar array to his building and uses a Toyota Prius and Chevrolet Volt as shuttle vehicles and plans to add more hybrid and electric vehicles as they continually update their loaner fleet. He is a member of RLO Training’s Bottom Line Impact Group for 4 years. Listen to Keith’s previous episodes HERE.

Key Talking Points:

• Quality parts support your reputation and will minimize comebacks.
  • O/E aftermarket parts from OE suppliers
• If a part fails they go to their supplier for support.
  • The good relationship with your supplier supports a new product and the possibility of labor.
  • Communicate with your supplier if you find a rash of bad units.
• Supplier relationships are key
  • Visit with his sales rep for John Long is not that important
    • Will have lunch monthly with his supplier owner
  • Keith Katz wants to see his first call supplier on a weekly basis. That is where he builds his relationship.
    • He likes to see new products
  • Keith Williamson wants to see training.
    • Been on a cruise with his supplier owner
  • Beating them up for price may get you out of favor with a supplier
  • This panel likes to see improvements happen from suggestions offered.
• Service. What is good service?
  • Having the part there when you need it. What is the expectation:
    • Keith Williamson is getting a part in 18-20 minutes
    • He doesn’t need it rush all the time. We’ll tell them if we have time.
  • Keith Katz
    • If they don’t put on the e-comm ticket their time frame his supplier will call them to ask their time frame.
    • It is not a perfect science especially when a part needs to come from another store, the time frame goes up. But we know.
    • Sometimes he orders parts based on the fact that he will sell the job.
  • John Long
    • Time frames not met put a crunch on his workflow.
• Availability
  • Suppliers tell their service professional how large their inventory is.
  • Suppliers are carrying more inventory than ever.
  • They want it when they want it.
• Labor Claims
  • For the most part, they are happy.
  • Salesperson takes care of the claims
  • They will have a person inside the shop track the claim and the credit.
• Warranty
  • They would like to see a longer warranty because the shops are offering a longer warranty to their customers.
  • Many suppliers are supporting
• Non-traditional supplier (like Amazon)
  • This panel is not tempted to buy them.
  • Who are you going to call if something happens?
  • They have looked at pricing and wonder how it can be done versus their local suppliers. It is not hard to understand why the local need to get more money.
• Cash Discounts Volume Rebate
  • Paying with a credit card
• Premium and second lines
  • If their experience with a second line product is good they will include the second line part in their mix.
  • Keith Williamson will offer two different quotes, at times, for customers but offer different customers.
  • Keith Katz prefers to sell top quality but he does offer an option. Most customers will pick the premium product.
    • Some customers are tight on money and they will work with them on product choice.
• Credit Assurance/Returns
  • Critical is to have a process/system.
    • The process must be managed
  • Keith Katz gets his credits the majority of the time in 24 hours.
    • He has confidence in this system. A person inside the shop manages the process.
  • Suppliers do not like to have too many returns.
    • You want your supplier to have a good relationship with you and having a smart or low return rate is important.  
• Price
  • Keith W will not be the lowest in his market and will not beat up his supplier for every nickel and dime.
  • Keith Katz doesn’t want his customer nit-picking his quotes. Relationship with his customer and supplier make his customer work.
    • When the occasional need arises they are willing to help
  • Are e-com portals or other vendors have the same brand and quality when comparing price.
    • My supplier is giving me value in service, warranty, returns, availability I’ll pay a premium
  • Time is money when it comes to comparing price.
  • They will tell their supplier when they are not competitive. They want to buy from their 1st call and gives them a chance to help dial them in. But not beat them up on every transaction. It is an overall program they want.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

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

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com