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From Would’ve, Could’ve, Should’ve, To Will, Can, Do: Auto Repair Business Done Right [RR 1053]

Carm Capriotto, AAP — Tue, 19 Aug 2025 05:15:00 +0000

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Keith Katz shares practical insights from decades of running a successful auto repair business, offering shop owners real-world strategies to adapt and grow. From navigating the challenges of ADAS and EV technology to making bold investments in team training, Keith explains how the right decisions can set your shop up for long-term success.

You’ll also discover why shifting from being a hands-on technician to a strategic business leader is essential, how proactive succession planning protects the future of your shop, and the one move Keith wishes he made sooner—hiring a business coach. His honest reflection and actionable advice make this conversation a must-listen for any shop owner ready to evolve, embrace new technology, and secure lasting profitability.

Keith Katz, Quality Service Center, York, PA. Keith’s previous 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/

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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

Auto Repair in the Decade of the Nineties [THA 217]

Carm Capriotto, AAP — Thu, 01 Apr 2021 05:15:00 +0000

Scott Pelava is a Certified Master Auto Technician, L-1 Advanced Engine Performance Specialist and ASE-Certified Service Consultant. In 2015 Scott created the Auto Shop Owners Group (ASOG) on Facebook which today has nearly 5,000 members. ASOG has developed into a 501c3 Educational Foundation whose mission is to enable & empower shop owners to learn and grow to provide the best business environment for their customers, employees and themselves. Scott is also very active in his community. He is currently a third term Lonsdale City Council Member, has held numerous leadership positions with Scouts BSA, and is a director of the Lonsdale Chamber of Commerce. Hear Scott’s Previous Episode HERE

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.

Paul Danner, aka ScannerDanner on YouTube clears up the misconception that his name is not “Dan,” which he gets all the time. People think his name is Dan and he added “ner” to rhyme with “Scanner”? He says it is not true and that that it would be really stupid!!!!

His career in the automotive field started as a junior in high school in 1990. He took two years of auto mechanics in high school, then another two-year program (post-secondary) at Rosedale Technical College in Pittsburgh (where he now teaches). After Rosedale, Paul entered the field and worked full time for about 8 years before coming back to teach at the school. This September 2018, Paul will be starting his 18th year as an automotive instructor. Listen to Paul’s previous episodes HERE.

Ryan Kooiman joined Standard Motor Products full time as a Technician Training Developer in 2010. Previously he was the lead tech/driveability specialist at a 20 bay independent shop in Michigan. He is the founder of West Michigan Auto Repair Society, chairman of the MI chapter of SAE, has attended numerous ASE test writing workshops. He has appeared on TV shows such as the CBS Early Show and co-hosted Car and Driver Radio along with Road and Track Radio. Ryan brings his years of hands-on experience in the shop to the audience in a manner they can relate to and put to use immediately.

In early 2013, Ryan was promoted to manager of the Professional Training Seminars training group, overseeing the scheduling and the work of the SMP training staff. In December 2013, Ryan was promoted to Director of Training. In this role, Ryan oversees the operations of the SMP Corporate Training Center in Irving, TX; oversees the operations and development of the Pro Training group, as well as works closely with the Marketing and Product teams at SMP to ensure that their products and promotions are what they need to be for the automotive technician. Check out Ryan’s other episodes HERE.

Key Talking Points

OBD2An evolution of the first on-board diagnostics systems of the 1980s
Allowed technicians to find out exactly what was wrong with their car through specific codes accessed by a 16 pin connector
Technology/electronic shiftingEveryone is afraid of change
“Books don’t crash”- adjusting to electronic
Handwritten invoices to electronic- learning customer history and shop management systems
Learning foundational principles and true theoryCan still be applied today- everyone adapts differently
Has the customer changed? Yes and noInternet- blessing and curseChat rooms/forums/YouTube- customer’s think they’re educated
“I can get that part online,” and saturated market for different quality parts
“Spend thousand to save hundred”
Looking backNew appreciation for today’s technology and progressing forward- working smarter, not harder
Many transitions- Example rear-wheel drive to front-wheel drive
2nd generation of vehicles- machinery turned to computer-controlled devices
A special thanks to Scott Pelava, Keith Katz, Paul Danner and Ryan Kooiman for their contribution to the aftermarket.
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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 getshopware.com

This episode is brought to you by 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

Shop Fire – Protect Yourself

Carm Capriotto, AAP — Sun, 14 Mar 2021 19:59:42 +0000

Sometimes I do, and sometimes I don’t comment in my blog about an episode recently released. I’ve got no choice but to move you to listen to ‘Shop Fire’, episode 617 with Matthew Fanslow. Instead of saying it is a ‘must listen’, I know now that this is a ‘REQUIRED listen.’

The day after the shop fire, Matt called and told me what happened. We both felt strongly to get this story told, but I wanted to wait a few weeks to understand further the issues and process of recovery, prevention, and cause.

This episode is for every shop owner, technician, and up-and-comers. As soon as it was released, I started to get reactions to the podcast. I knew we did right by publishing this episode. I want to take the exact words from one response we got.

As Keith Katz states below, make the call to your insurance agent. Next, share this episode with a colleague in the industry. It is the right thing to do. Here is the episode link: www.remarkbleresults.biz/e617. Easily find it on your listening app. If you don’t have a free mobile listening app go HERE. Following are Keith Katz’s words.

“I recently listened to the podcast with Matt Fanslow and the fire he had at the shop. It woke me up!! I couldn’t sleep that night. I immediately called my insurance company the next morning and found out I was GROSSLY underinsured. My techs tools were also only insured up to $5000!! WHAT!!!??? $5000!!!???? That won’t even cover the box. Well, needless to say, I have an appointment for him to come to my shop Thursday to review the whole thing. While I am very upset he never brought these things to my attention, shame on me for not knowing!!! That podcast can save a business in the event of a disaster. Please make sure EVERY shop owner listens before it’s too late for them.

Mostly though, Carm, thanks for doing these podcasts so we can “listen and learn”!! Keith Katz, Quality Service Center, York, PA

Protect yourself.

CarmCast 072 CARES Act Update

Carman Cappriotto — Tue, 21 Apr 2020 16:00:12 +0000

Panel:

Hunt Demarest, CPA Parr Melis
Kelli Weatherby, Accurate Automotive, Inc. in Mesa, AZ.
Andy Bizub, Midwest Performance Cars, Chicago
Keith Katz, Quality Service Center, York, PA

Includes:

Q & A from aftermarket professionals
Discussion on CARES Act (Phase 3.5)
- $310B PPP PPP Ran out 10 days ago
- $ 60B EIDL
- $75B Hospitals
- $25B Corona Virus Testing
- TOTAL $470B

CarmCast 068: My Experience with the CARES SBA Loan Application

Carman Cappriotto — Tue, 07 Apr 2020 16:00:09 +0000

Your Industry Colleagues Share Their Experience with the CARES Application

The panel:

Kelli Weatherby Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994
Andy Bizub, Midwest Performance Cars, Chicago
Keith Katz, Quality Service Center, York, PA
Karim Morsli owner of Winkler Automotive in Gaithersburg, MD

Talking points:

Banking relationship
Guarantees
Required forms/documents seem to vary by bank
No standard way to apply. Variations among banks on requirements necessary to file

THA 079: What Drives Your Parts Buying Decisions?

Carm Capriotto, AAP — Wed, 08 Aug 2018 11:50:37 +0000

Your Learning Curve Never Sounded So Good

The Panel:

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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RR 269: ASA-Pennsylvania ‘Super Saturday’ – Training Event

Carm Capriotto, AAP — Tue, 24 Oct 2017 09:36:32 +0000

[Pictuered above Joe Rakowski, Joe Tranchitella and Dave Wagner]

ASA-PA Super Saturday Training Event, Saturday, October 14th, 2017. Held at the Automotive Training Center in Warminster, PA

Two distinct training tracks for business owners and technicians with a compliment of industry vendors.

Vendors – 31
Classes – 19
Attendees – 248
Covering 13 different states and Canada

Super Saturday Leadership Team:

Joseph Rakowski
Event Chairman
Savage Automotive and The Hybrid Shop
Philadelphia, PA

Joe has a computer and electrical background. From 1990 – 2003 he fixed flight simulators for the Navy and Marines. During that time period, there was a lot of base closure’s and squadron’s deactivated. Joe needed to change careers, so when the phone call came from his pop it was perfect timing. Joe’s dad had a business opportunity. The guy he worked for thirty years, wanted out. So Joe and his dad bought the business and his on-the-job training began. Joe never went to an automotive school, every bit of his learning was OJT. It worked out great for Joe and the shop because cars became so computerized that it was right up Joe’s area of expertise. The shop started programming and doing a lot of work that no other shops wanted to do. Joe works to keep his shop ahead of the curve, by staying up with equipment, training and technology. In the last couple of years Joe has migrated into the office and he really only gets to play with Hybrid batteries.

Joe Tranhitella
Event Co-Chairman
Joe & Sons Auto Repair
Perkasie, PA

Joe’s dad, known as Joe Senior, opened J&F Texaco in 1969. There Joe’s love for cars exploded. As a very young kid Joe loved cars, so because of his dad’s shop, his automotive life was about to begin. Joe started by pumping gas, washing windows & pushing a broom. He also had a small car detailing business during the summers at the shop and he also had a lawn service business for 20 years.

In 1985 Joe started working for his Dad full time. He got his safety & Emission License and attended many Allen Test Product Classes. As any son knows working with your Dad can be tough. In late 1989 Joe and his dad parted ways but still communicated…especially for Mom. In 1992, Joe and his dad got back together as business partners. I renamed the shop: Joe & Sons’ Auto Repair.

In the mid 90’s Joe started to take ASE tests. He became an ASE master technician & a certified Emissions Repair Tech.

In 2006 Joe signed-up with coaching company ATI. He was active with that organization for over 3 years because he knew that he needed to learn more about running the business.

Joe attended his first Super Saturday event in 2013. He partnered with Joe Rakowski and Dave Wagner because they always spoke highly of the importance of education at events like Vision and the TST Big Event. So in late 2015 he became involved with ASA and in 2016 Joe went to his first Vision with the ‘Savage Crew’. He was hooked.

In July 2017 Joe bought & started a second location, “Joe & Sons at Seven Corner Auto Repair”.

Dave Wagner
Event Co-Chairman
Automotive and Hybrid/EV Technician
Savage Automotive
Philadelphia, PA

Dave Wagner is a technician working at Savage Automotive Technologies in Northeast Philadelphia. There he has continued his education. Dave is an ASE CMAT, L1, L2, L3, the Assistant Coordinator for Delaware Training Group and an EV/Hybrid tech. Dave started as so many techs did changing oil at his uncle’s shop on weekends when he was 12 years old. He started the professional side of his career as a tech in dealerships in 1996. Dave is currently working with a mentor to become an instructor to help teach and motivate others to want to learn what this industry has to offer.

Trainers at Super Saturday that have been on the Remarkable Results Radio Podcast:

Other names mentioned in the interview that has been on the podcast:

In attendance who has been on the podcast:

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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

RR 061: Keith Katz from Quality Service Center

Carm Capriotto, AAP — Tue, 10 Nov 2015 07:00:03 +0000

Keith Katz is owner of Quality Service Center in York, PA for the last seventeen years and an industry veteran of thirty-four 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. We covered the gambit from tech training, processes, suppliers, mentoring, customer service, daily huddles, marketing and community.

Learn what he does to ‘escape’ and recharge his batteries and what he believes is their number one key to building a great team. He shares his 2AM wake up thoughts and this could be universal for most shop owners.

Regarding customer retention and differentiation, one discussion that did not make the reel was his customer gift. (This came up after the interview was over so I asked for a picture. It’s in the show notes). Every customer gets a sealed bag, with a special gift inside. These are unique mostly made up special theme gifts. They are creatively made or have a theme of the month. See the picture of the memorable December customer ‘Thank You’ gift … a Kit Kat Sleigh.