Key Talking Points

• Do you feel like you operate in your own space and own world? Are you missing perspective from other local shops, or out-of-area shops? What is the pulse of your curiosity and perspective? Do you have someone that holds you accountable to grow? Are you able to take a vacation?
• The customer/client IS the ultimate boss, no matter what we think- they sign all our checks
• Learn from your failures
• “Independent Shop Owners” They are independent, it works for you and against you. 
• Business coaches have businesses coaches- you are not exempt
• Learning something new- “Am I smarter? Or is the pool of knowledge is so big?”
• Mutual accountability with your team back and forth with the owner
• Are you too focused on the trade and “fixing the car?” 
• Different seasons require different types of accountability- pushing forward, attention to detail, reeling back in, etc. Growing means you always have different approaches to your business.
• Get out and go to events and training- you WILL resonate with someone there and it’ll change you.
• 6,000 independent shops went out of business last year, others are expanding and building muli shop businesses 
• Do you have blinders on or are you seeking growth?
• Not every technician needs to be an owner and shouldn’t be an owner- starting a business so you “don’t have a boss” isn’t the way to go about it. Entrepreneurial freedom doesn’t start until years after you grow your business the right way. 
• Investment means you give to get

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 partners:

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

Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few?

Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day.
Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop.  Visit www.getbroadly.com/chat to learn more.

The Panel

Ryan Clo, Dubwerx, and AVID AutoWerx, Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth.

Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry. Listen to Ryan’s previous episodes HERE.

Reggie Stewart, Reggies Motor Works, and Nobel Auto Service in Noblesville, IN, Euro Specialist. Reggie’s was founded in 2006 as an eBay business selling used/vintage BMW parts. The initial funding for this venture was a $1,000 loan from his best friend. Over the past 15 years, this business has evolved from a dark cold building with no plumbing into a state-of-the art European repair facility, offering dealer level-service with a premium client experience. 

Noble Auto Service was founded in 2020 to give owners of non-European cars a client experience very similar to Reggie’s. The plans for this business were well underway when the building next-door to Reggie’s became available, so the two businesses share an adjoining parking lot. 

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

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

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

• Guest host Ryan Clo, Dubwerx, Cincinnati OH and see this shop in Cincinatti, OH
• We’re going to talk about recruiting after covid. Recruiting is a topic I’m passionate about in general since our people are everything but also the landscape is changing post-covid
•  I think a few critical pieces of the recruiting puzzle. I mean, first and foremost is the shop itself, you know, does your shop present well? Is it clean? Are the staff there? Good? Is the reputation good? If I was going to consider working for your shop, I would probably Google it. I might drive by, especially if this person has a family and you’re going to support that family.
• The ad that you place, the particular words that you use. It’s marketing and sales. Uh, are those going to attract, you know, the people, when you have applicants? 
  • I think money’s important and we always have to get to that. They might say something like, I just need to take care of my family, or I really want to work with good people.
  • I love cars. I want a place that I can advance. That’s a really good point because some shops have room for advance and sometimes that’s a challenge, but I really want to get an idea of all of those things. And is this position, cause you might want them, you might really want them and they might be qualified if they’re not going to be happy at your.
• Former employers are really countering hard. And they had given this guy 30 days, even after he left there, like 30 days, you change your mind, you won’t lose. And the whole time he’s there, you know, not making me be quite as many hours as he did. He didn’t want to stick it out. And he went back to what was safe.

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

]]> https://remarkableresults.biz/remarkable-results-radio-podcast/e565/ Tue, 25 Aug 2020 05:15:00 +0000 https://remarkableresults.biz/?post_type=captivate_podcast&p=32620

Luke Walker started Luke’s Auto in Columbus Ohio in November of 2009 after being a technician for 5 years. The rent was $350 a month for a 1 bay shop and he had zero employees. The first-year Luke’s Auto did $260,000 in sales. At the end of 2014, Luke’s Auto was up to $750,000 in annual revenue with 10 employees. 

Luke realized that he needed business training and since 2014, he has spent around $150,000 in business consultants and training. This business consulting and training brought his ability as a business owner to a new level and helped to secure Luke’s Auto as one of the top shops in Columbus.

10 years into the business there are now 16 bays, 24 employees, and $4MM in projected revenue for 2020. Luke’s Auto is the top Yelp and Google rated independent shop in all of Columbus and was voted as one of the “Three Best Car Repair Shops” in Columbus. Luke’s has also been features in the Columbus Dispatch newspaper.

Key Talking Points:

• Started with 1 bay shop, now has 16 bays, 24 employees and on track for almost 4 million  Coaching consultants (Cecil Bullard, Ryan Clo, Aaron Stokes) big key with success- profits had flatlined and more problems arose as the business grew and became bigger 
• Credits his success to the team as well- finding talented people that fit the culture of the business
• Inner-city skills-based non-profit program- wanted to give back to the community11-19-year-old students-focused on high school students
• The program was established for 20 years but recently in the last 6 months it had stopped due to lead person retiring because of health reasons
• After school program- an actual shop that has different stations, once a week for an hour and a half for 6 weeks. Identify and cultivate students that are gifted with working with their hands
• Time trials- timing how fast they can complete tasks after teaching them, top 3 receive toolsets and invite to advanced program 
• Helps separate the students that are gifted and interested in the industry sooner, which will help steer them into the right path for their future 
• Run by Luke and volunteers
• Hired student from the programStudent shadowed at the shop after excelling with program 
• Youngest hire at the shop at 16 years old
• Wants to go mobile with programMost of the stations they’ve created are on a workbench inside the shop, can easily transport on a trailer and bring to a high school
• Raised 150K so far for program- first donation was from a woman from church that donated 50K, other donations were from NAPA and other dealerships
• Is making money evil in your mind? “Love of money is the root of evil”
• What do you want to look back on? Is it making money or making a difference and help people

Resources:

• Thanks to Luke Walker for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders.

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

Ryan Clo is a twenty-year veteran of the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth.

Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry.

Ryan is also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes HERE.

Key Talking Points:

• Would your organization crumble if you stepped aside?Processes, employees, systems in place for day to day duties  
• How has your business changed in the last 3 years?Technology (DVI), dynamic management system, integrating software
• If you could send a message to yourself 10 years ago, what would you tell the younger YOU?Raise your prices, hire the best possible help, spend on marketing, take on debt head-on 
• If you could pick up a new skill in an instant what would it be?Marketing video content
• Recently fired a customer? The reason?Fixed accident damage but still wasn’t driving right, the owner didn’t want to authorize more. Gave money back to the customer. Situations like this come down to what you promise a customer.  
• What drives you?Being A-type personality, a strong need for efficiency, and productivity. Enjoys problem-solving and being organized.
• Plan your day out with a google doc or calendar as a base- reassess and reprioritize when needed  
• Biggest mistakes?Understanding value-focused and not price-focused
• Manage work-life harmony Balancing business so the owner is not doing all the tasks and jobs
• Your biggest learning momentWorking with a coach- benefits your business, employees, and customers
• How did you decide to become a shop owner?A hobby that became the only source of income. And people wanted a mechanic they could trust.
• Last update on the website?Updated for COVID-19
• Most recent updated to processes/systemsBusiness is like a tire, always something that happens- always tweaking processes and systems
• Dream carPorsche 959
• Latest book?“Zero to One” Peter Thiel
• Learning from startup companies- create something from nothing   
• New technology added to the business? Text to pay system
• The secret to conducting a good job interviewIs this the right fit for them? Avoid bad hire, is this right move for you? Is this position on your career path? 
• Ever make a major pivot in business? Started as a trade person and hurt back- hired partner but didn’t work out, hired a coach and started working on the business than in business 
• COVID-19 pivoting  

Resources:

• Thanks to Ryan Clo for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more.

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



The Panel:

Ryan Clo is a twenty-year veteran of the Automotive Service industry. He currently owns Dubwerx, a multi-shop owner in Cincinnati, OH.

Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry.

Ryan has also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes HERE.

Edwin Hazzard is a business owner, mobile diagnostic tech, automotive instructor and currently, a contributing writer for Motor Age magazine and automotive service professional magazine and has been an auto tech since 1984. Listen to Edwin’s previous episodes HERE.

Craig O’Neill an integrator and trainer at Autotex.me. Though he initially began college seeking a degree in history education and was heavily considering missionary aviation, it was obvious to him that his primary calling was to raise a family. Setting aside his full-time education, Craig committed himself to scale the 3rd generation auto repair business to be successful in these exciting but challenging times.

An ASE certified technician and service consultant, he is visibly excited about the technological advances the industry is seeing and frequently can be heard speaking to clients sharing his enthusiasm.

Craig is committed to elevating the professional image of the automotive service community and consistently looking for ways to communicate with bright young people regarding the opportunities that exist in the automotive service profession. Listen to Craig’s previous episodes HERE.

Key Talking Points:

• Ryan Clo uses Google Docs to create a todo list. This makes for desktop and mobile. He puts in hyperlinks to help him. He is on his desktop most often. This allows him to be organized.
• Craig uses Calendy to schedule time with him.
  • It helps him manage his time with clients
• Too many shop owners let their day manage them instead of them managing their day
• Ryan uses Gmail and an add-on called Boomerang
• Use Gmail read receipts to get a verify on an important message
• Zoom or Skype for face to face with certain clients or a networking group
  • Shop owners should have a camera and USB headset/mic at their ready for this new way to communicate
  • Multi Shop Operations use Zoom to stay connected with their teams and to hold meetings
    • Bridges the gap of distance
• Duo for Android for face to face
• Join.me is a quick free app for screen share
• Mighty Text is an app you can use on desktop and sync to your smartphone
• Apps to consider
  • Insurance company
  • Airlines
  • Bank
  • Training events
  • Associations
  • Remarkable Results Radio
  • Loyalty card app
  • Uber
  • Lyft
  • Uber Eats
  • Waze
  • Facebook
    • Groups
    • Marketing
  • Evernote
  • Slack
  • Apple Health App
  • Foodicate
    • Food bar code scanner to understand what is in the food you buy
  • Drop-Box for cloud storage
  • Google Drive
  • Google Tasks
• Express VPN. A level of protection while you are on the road. Encryption

Resources:

• A special thanks to Ryan Clo, Edwin Hazzard, and Craig O’Neill 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.

Subscribe to a mobile listening app HERE.

The 400th episode milestone for the Remarkable Results Radio Podcast would not have been possible without the support of aftermarket professionals who have embraced the podcast as an important educational and networking tool to not only grow themselves but their businesses.

The ability to listen to concepts, insights, trends and differing views stretches our ‘think’ and serves the reality that there are many ways to grow and prosper. Thanks for continuing to listen to the stories; the context of the aftermarket.  Carm

PS: Thanks to the sponsors of the podcast that also helped make this an enduring and significant educational tool.

The milestone panel:

Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE.

Pete Rudloff is a national automotive instructor/advisor, ASA volunteer leader, nationally published technical writer and owner of both Pete’s Garage, Inc. and Blue Collar Technologies, Inc. in Newark, DE. Pete has a passion for raising the bar for the auto trade and a reputation as a friend to the general auto repair shop with many calling themselves Pete’s customer. More than just a guy who fixes cars, Pete is out to change the auto trade and how vehicle owners view auto shops with his new FlexCheck Auto Digital Vehicle Inspection Software. Listen to Pete’s previous episodes HERE.

Maryann Croce of Croce Transmissions in Norwalk, CT and business adviser at smallbizvantage.com. Maryann and her husband Tony combined her banking career and his automotive technical skills and bought a transmission business 15 years ago. They have 4 bays, 4 techs and one service adviser

As so many in the aftermarket know when husband and wife’s and families, for that matter, run a great business there are a few secrets that make it all work. Maryann talks about two of the secrets to working together; knowing your role and trust. Link to Maryann’s Previous Episodes HERE.

Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980s.  Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island, he attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod.  Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists.  When the

owners retired in 1995, Kevin bought the business and the rest is history. Kevin’s previous episodes HERE.

Ryan Clo is a twenty-year veteran of the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth.

Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry.

Ryan has also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes HERE.

Richard Falco Jr. is an instructor for Carquest Technical Institute (CTI). He is an ASE Master Technician L1 with over 25 years in the auto repair industry. His technical experience includes Domestic, Asian, and European vehicles both at the dealership level and as a successful shop owner. He has instructed technicians and college students in all aspects of automotive repair and currently takes care of our customers, for CTI, throughout the southeastern U.S. Listen to Rich’s previous episodes HERE.

Tom Lambert, Automotive Manager at Shadetree Automotive. Tom Lambert got his start right at home.  His dad and uncles always had projects going on in the home garage.  During the summer vacation, his dad would have Tom remove engines from the vehicles that were being sent to the local machine shop for rebuilding.

In the past three and a half years, Tom and his dad have made strategic adjustments in the business.  They are now a $2.5 million dollar a year shop with 10% annual growth and profitability. They continue to improve every day.  Tom says he has the best team and a strong culture. In January 2017 Tom bought his dad completely out of the business.

Tom struggled for many years because he had lost his passion for the auto industry.  After receiving all the guidance and coaching over the past few years, he is rejuvenated and has more passion than ever and is currently doing everything he can to pay it forward to other local shop owners. Tom’s previous episodes HERE.

Christopher Peterson owns Northwest Automotive in Kalispell, MT. Here is his story. None of Christopher Petersen’s family members have been (to his knowledge) in the auto industry. His dad was an electrician that specialized in security systems.  Christopher remembers elementary school when the other kids on the block were playing football or basketball, right in front of his house. But not him. He was in the garage, reading his father’s college AC/DC theory book, and doing the tests at the end of each chapter.  He always thought that he would go into design because he loved building things. He even took 4 years of computer-aided drafting in high school.

From there, Christopher bounced around a few types of shops. He wanted to experience many different brands.  He worked in a euro shop for a while and then each of the domestic brands.  Christopher was Master Honda certified (as well as ASE Master, and L1). Honda was the first real home he felt.

A back injury put a serious hamper on being a line tech and he went back to the service advisor world.  But this time he was an SA at a dealer. He hated it. Not only did the bean counters in the corporate structure only see employees as percentages and production numbers, they saw customers the same way. Christopher didn’t feel he could really help people the way he thought they should be helped.

So it was time to find his own way….after 20 years doing it for other companies, Christopher started to do it his way. Link to Christopher’s Previous Episodes HERE.

Key Talking Points:

Kevin Eckler

• He was moved by so many ideas and concepts shared that he was motivated to joining a local high school advisory board, he hired a business coach is redoing his lobby

Ryan Clo

• The information age gives us a lot of power. However, if you don’t implement it is just information.
• Take the steps necessary, but don’t re-invent the wheel ask for help. Don’t let your ego get in the way.
• Find the seminar, the coach the peer to help you. So many willing to help you up your game.
• Once you get there you’ll be asked for your help.

Maryann Croce

• So many players of the aftermarket are represented in the podcast makes for many different ‘One Things’ to take away.
• It breaks down the silos in our industry by uniting the words into one whole industry perspective.
• Being an example of professionalism in the industry is your role.
• It is easy to get stuck and feel overwhelmed. Stop and listen to the stories told and get your self unstuck.

Dwayne Myers

• Dwayne had a great take-a-way in an episode that changed him when he realized he was a developer of people.
• The network of listeners shares the podcasts and stories as the concepts and strategies are discussed.
• Bringing the ideas to your team and get their buying and possibly implementation.
• Big take-a-ways from Academy comments from your listener is just as powerful.
• Measure yourself against yourself and not other peoples.

Peter Rudloff

• If you’ve only learned one thing you are doing it wrong.
• Pete learned that his way is OK. He is unconventional and yet is very successful.
• He also knows that his way isn’t the only way. He learned about how many other people do it.
• The podcast has shown Peter that the industry is OK. We are a good and honorable trade. He is proud that he is an auto mechanic.
  • Our trade is valuable to the country.
• Listeners can see alternative futures by listening to others and their glimpse of their visions.

Richard Falco

• You can see career pathways through the different interviews.
• Jorge Menchu’s episode 241 was a huge ‘thing’ for him on the concept of how to learn and fill in the blanks.   Listen to Jorge’s episode HERE.

Christopher Peterson

• See’s the podcast as facilitating different methods of learning.
• He shifted his view in not seeing other shops as competition.
• An episode with Steve Miller and his book ‘Uncopyable’.
  • What separates your shop from others.
• Learn to ask questions.
• Keep the list in the whiteboard and stick them up.

Tom Lambert

• We don’t have a shortage of hard-working people in our industry.
• We are so busy working hard that they do not have time to stop and try something new.
• You don’t know what you don’t know.
• Invest in learning via, the RRR podcast, classes, which business coach, etc.
• Tom found it cathartic to be on the show.

Overall

• Many in the industry are willing to help.
• Everyone’s goal is to help all ships rise. Pay it forward.

Resources:

• Thanks to Kevin Eckler, Pete Rudloff, Ryan Clo, Rich Falco, Tom Lambert, Maryann Croce, Dwayne Myers, and Christopher Peterson 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.

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

Subscribe to a mobile listening app HERE.

This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts and technologies for your business. The event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com

Ryan Clo is a twenty-year veteran of the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth.

Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry.

Ryan is also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes HERE.

Key Talking Points

• Every successful shop of the future will understand this
• 60% of customer don’t trust auto repair shops.
• Are 60% of shops overselling services? NO!
• Why is there a distrust issue? Because we are not taking care of the customer personal needs.
  • They need to feel safe.
  • They need to have a great experience.
• Is your image current?
  • Do your customers feel good about the environment they experience at your shop?
  • Clean. Fresh. Modern.
• Don’t make your shop look the same as all the other shops.
• Customers want a higher level of service and will pay for it.
• Your image in the market will also attract the best people to work for you.
• Get a fresh look at your business through a different set of eye. Find someone you trust to help you look at your business.
• Pay attention to your own purchase decisions.

• A special thanks to Ryan Clo for sharing his passion – For The Record.
• Books mentioned in the content library HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Email Carm HERE.

Be socially involved and in touch with the show:
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This episode is brought to you by FlexCheck Auto Digital Vehicle Inspection Software.

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

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Pictured above Carm Capriotto, Ryan Clo, Dave Hobbs and Matt Fanslow.

Bill Hanvey, CEO Auto Care asking a question of the panel. Carm Capriotto on right.

Service EDU panel

Ryan Clo is a nineteen-year veteran of the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth.

Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry.

Ryan is also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH.

Dave Hobbs – Automotive Training Instructor & Technical Writer

Dave Hobbs’ automotive service experience spans 40 plus years in the industry, starting out as a technician and then as a service manager working in his family’s repair shop (Hobbs Auto Electric) in Kokomo, Indiana.  After leaving Hobbs Auto Electric, Dave began working as a hotline advisor and field engineer at GM’s Delco Electronics.  Those roles eventually led to becoming an electronics systems instructor for thousands of Delco Electronics / Delphi engineers throughout North American and Asia.

Dave Hobbs is currently the lead technical trainer and course developer for Delphi Product and Service Solutions.  In addition, he serves part-time as a contributor to Motor Age Magazine and as a field correspondent for MACS Worldwide (Mobile AC Society).

Matt Fanslow is the diagnostic tech/shop manager for Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adaptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and a trainer.

Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.  Matt teaches for PICO.

You would have found Matt here at AAPEX in the Pico Technology booth as well as presenting at the AAPEX/AVI Mobility Park for Pico on using the relative compression test with a Pico Scope.

Matt also does instructor lead training for Pico Technology, AES wave and ASA Midwest (Vision).  The Pico Technology gigs have him over the country, Canada, and Puerto Rico.

Talking Points:

• How the work we do will change in the next 10 years.
• Is AC Just an Abbreviation for Air Conditioning?
• Will shops will need, perhaps, a dedicated technician, specialty tools, calibration equipment to properly compete and repair our future cars?
• What is the role of the owner as business models transform and becoming the CEO of your business is the buzz in management circles?
  • You need to be an analyst in your business.
• Success in diagnostics often moves beyond the trouble code flowcharts by knowing how something works and why it failed. Why is this important?
• Other industries are after our people, looking for their skillsets and often offering more in terms of salary and benefits. What can we do to slow that trend?
  • We must value ourselves.
  • Job satisfaction must be addressed.
• How will the independent aftermarket shop, leverage emerging technology to add more value and compete against dealers and big-box stores?
• Burn Out from owners and technicians is a fact of life. Any ideas on how to prevent it?
• Will emerging technology thin the number of shops or will there be ways to keep just competent enough to squeak by?
• Where is our training going to come from? Will training methods change? Will be going to OEM training?
• Will Specialization be a big wave of the next decade?
• How do we seed our industry with the special talent we will need to further the aftermarket and service the needs of our customers well into the future?

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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

Be socially involved and in touch with the show:
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• People want to work for a progressive company (New and changing)
• Do you know your Why? Share your purpose.
  • Do your people know.
  • Why are you here and in business?
  • Share your vision with your people.
• Share your numbers.
  • A clear idea where you are at and the expectations.
• Working hard does not mean making money. Working smart does.
• The more you develop your people the better for the business.
  • They will care about the customers more.
  • When you empower your group, you would be amazed where they can take you.
• The work-space is critical.
  • Well lit, windows.
  • Front of house needs updates.
  • People want to work at forward thinking shop.
  • Artwork on the wall vs. advertisements.
  • Are uniforms nice or plan?
  • Environment
    • Kitchen, training area, lockers, games
• Company culture
  • All that you do contributes to the whole environment.
• The power of gratitude.
  • Take care of your team is as important as taking care of your customers maybe even more important.
  • Take care of your people they will take care of your customer.
• There has been backward thinking that the customer comes first.
  • Don’t leapfrog over your employees, make them first. They will make the customer first.
  • Focus on the employee they will focus on the customer.
• A rookie is nothing less than part of the team.
• When change happens, you may lose people. That may not be a bad thing.
• Shop meetings can be an important time to engage and empower your team.
  • Focus on appreciation and give everyone a voice.
  • Mistakes are an opportunity to learn.
• Performance plus commission pay programs work.
  • Good pay and bonus plans must be easy to understand and realistic.
  • You need to pay good money for good talent.
• There are also import things you can do for your team such as training and venues like Vision, Automechanika and AAPEX. Take your team out for a great dinner while at these venues.
• Mentoring is important for employee loyalty.
  • We all need help.
  • Some are more receptive than others.
  • Check your ego at the door.
• Create a learning environment with a book club. The learning extends to home life.

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Ryan Clo

Ryan Clo owner of Dubwerx in Cincinnati, OH is an eighteen-year veteran in the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Ryan grew his enterprise from a single customer into a multiple highly profitable business with 12 employees, 99% customer satisfaction, and he has automated his business so that his presence is not required.

Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known at The Institute as the “Systems and Processes guy.” Ryan teaches several business management classes for the automotive industry.

For full disclosure Ryan is a client of our guest Todd Westerlund from Kukui.

Doug Grills

Doug Grills from AutoStream Car Care Center is a chain of FIVE family-owned, automotive service facilities that deliver honest and professional automotive repair and maintenance services to customers in the Greater Baltimore/Washington/Washington, DC area. Doug along with his partner Rick Levitan have been around the service station business for over 25 years and have built their reputation by offering best-in-class service to their customers.

All AutoStrem Car Care technicians are ASE Certified and the shops are AAA approved.

For full disclosure Doug is a client of Danny Sanchez from Autoshop Solutions.

Danny Sanchez

Danny Sanchez owner and founder, of Autoshop Solutions.  Danny Sanchez, grew up spending countless hours working around his dad’s auto repair shop in California, eventually taking over and running the business himself. Autoshop Solutions started in 1998, when Danny founded Auto Web Solutions. The Internet was starting to take off, and Danny took great interest in the powerful marketing benefits it could provide. As a successful shop owner himself, Danny used Auto Web Solutions to consult with other repair shops on their business and web presence.

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

Todd Westerlund

Todd Westerlund, CEO of Kukui has been in the automotive industry for 28 years. Todd spent 15 years as an ASE Certified Smog Technician California and also spent two years at a dealership. In 2013, Todd joined Kukui, a marketing software company with a mission to improve technology for the betterment of people and businesses worldwide.

As the CEO of Kukui, Todd is consistently studying, attending business classes and consulting with shops all over the United States. Some of his duties include: keeping industry leaders informed about new technology, setting Kukui’s growth strategy including event planning, and planning industry sponsorships and partnerships.

Talking Points:

• SEO
• Mobile Friendly – Mobile First
• Is your site working to convert customers?
• Google is really your partner.
• Generating 5 star reviews is very important to get good rankings in Google.
  • You must create an exceptional experience first.
  • Asking for review gets easier.
• Review marketing.
• Google Analytics
• Long Tail Keywords vs Short Tail Keyword

Ryan Clo from Dubwerx in Cincinnati, OH is an eighteen-year veteran in the Automotive Service industry. He currently owns two specialized automotive service locations. Ryan grew his enterprise from a single customer into a multi-location profitable business with 12 employees, that includes 6 technicians with a 99% customer satisfaction, and he has automated his business so that his presence is not required.

The specialties are Audi/VW only at one shop and Saab at the other that will do a combined $2M this year. He consults and trains for the Institute for Automotive Business Excellence and is dubbed the systems and process guy!

Why should you listen?

Learn why Ryan compare’s his customer service differentiation to Apples great design genius.

Uncover his inclination for all types of training like technical, management and sales that helps build his strong training culture.

Ryan covers the Known/Unknowns of all possible knowledge as it relates to training.

Benefit from his explanation on how tech has leveled the playing field for so many people.

Ryan is also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. He volunteers some of his spare time in finance for two community non-profits and is an avid cyclist.

Thanks’ so much for hanging out and using the podcast for your personal growth.

http://www.dubwerx.com/

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