Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes HERE.

Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE.

David Coury, AAI, CIC, is the Senior Account Executive of IGO Insurance Agency.

Key Talking Points:

1. Who can I call to review my insurance to make sure I have everything I need and compare what I have to what others in my industry may have?Your agent is a critical advisor to you
2. You must trust them. Have lunch. Look them in the eye
3. Find a specialist, if you can, in the automotive industry
4. You don’t know what you don’t know. You may not know what to ask that is why a strong relationship with an agent will bring more to the table
5. What if my building burns down – are my tools covered? Are my clients’ cars covered? Are my employee’s wages covered? Is my lost revenue covered?At fault, not at fault
6. David says co-insurance is important.You’ll need to be close to the value of building on coverage
7. Actual rebuild costs, you need to be covered up to 80%
8. Business interruption for income is criticalYou can get 12 months actual loss sustained
9. Keeping you even
10. Read the fine print
11. Look at replacement costs of new equipment
12. COVID19Your policies may have a virus/bacteria exclusion
13. Workman’s comp may have a ‘disease at work clause’
14. The natural course of events should not be part of your Workmans comp
15. What if we have an accident in a client car? Is the car covered, are the other people covered, is my driver covered? What if there’s damage to another property?You did the work on a client’s car and something happened. You’ll want comprehensive coverage.
16. Liability will also cover if the client is driving
17. Test drives:Non-owned auto liability
18. Workmans Comp can come into play
19. There is Garage Keepers coverage
20. Consider an umbrella policy to cover catastrophic claimsBuy coverage based on your appetite for risk
21. David sees catastrophic claims $3-5 Million
22. Umbrellas do not fill gaps. It extends what you already have
23. Tough to suggest what coverage to get. Your appetite for risk
24. Consider a personal umbrella also to cover you personally
25. Insurance follows the vehicle
26. Look at drive other car coverage for your business
27. Sexual harassment needs to be an endorsed rider
28. What if my employee is hurt at work?Workmans Comp
29. States track your claims and you get an experience modification
30. Should you self insure small claims, cuts/bruises (a suggestion not the rule)Ask your agent and look at your experience
31. Let your agent guide you on filing claim
32. A customer gets hurt on your property (rent or own)If you are leasing, you must read your lease to understand your liability
33. The landlord can demand you have certain coverage and umbrellas
34. You need to be sure your landlord has insurance
35. What if we blow up a motor? Is the damage covered?Carrier can say you touched the engine it is your fault
36. You need to look at ‘mechanics errors and omissions’ coverage
37. Also’ broad form product’ coverage on your general liability
38. Do I need commercial umbrella insurance? What does it cover? Is there a place where there is too much coverage and we become sexy for lawsuits?See #4 above
39. Cannot get calls or the internet or power to run the tools?Look at the fine print of your policy
40. Big storm, power is out. But why? Flood? (possibly no coverage)
41. Many policies exclude overhead transmission lines. 9 of 10 polices do not cover overhead transmission lines
42. What if there is a big hail storm and it damages all our company cars and client cars outside?Need comprehensive coverage for your cars
43. There will be a deductible fr the company cars
44. A stop loss on your garage keepers coverage
45. Direct and primary coverage has a limitActual cash value for replacement
46. Look at your flood coverageAnyone can have a flood
47. What if someone accuses us of unfair employment practices?Employment-related practices policy or endorsement
48. Wrongful dismissal
49. Unfair hiring practices
50. Sexual Harassment
51. Discrimination
52. A third party. An outsider comes to your place. Look at this coverage.
53. Critical to have a handbook and procedures manual that describes how all of these claims are managed
54. “Fear is the length and shadow of ignorance ”

Link to previous Insurance Academy #161 HERE.

Resources:

• A special thanks to Bambi Crozier, Kim Auernheimer, and David Coury for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com

Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes HERE.

Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE.

Brad Hazelwonder is an Insurance Marketing Representative for Federated Insurance. His areas of expertise: Business Insurance, Life & Disability Insurance, Estate Planning, Business Succession, and Key Employee Retention

Key Talking Points:

• Insurance is a contract between the business and the insurance company
• Two typesPhysical propertyWhat you own
• Your Customers property
• LiabilityYou are responsible for damage to others and their property
• You have more responsibility than an individual
• When you hire someone you say you trust that person
• When they do something wrong the liability is on you.
• These claims are going through the roof
• Yearly audits are done with your agent. Sometimes twice. They may ask:Are there name change
• New property
• Mailing address
• Changes in equipment
• Look at revenue
• Changes in payroll
• Look at loaners and the limits you want
• And many more
• LoanersYou must check if your customer has a valid license
• You must check if they have valid insurance
• No different than a rental car contract
• You need to get a signed agreement with the customer on the use of the loaner car. Your insurance company can get you a version (vehicle usage/release form)
• You may need a declaration page or insurance card. Verify with your insurance carrier to the proper way to cover yourself.
• If the insurance isn’t paid, they have no insurance even though you may see an insurance card. You can call the customers agent to send you a declaration of insurance
• Some customers can go through their app to send you a declaration
• How Insurance pays outThere are certain types of coverageReplacement cost. Like, Kind, QualityConsider taking a higher deductable
• Actual cash valueTake the depreciated amount out
• DeductiblesThere is a hidden value in deductiblesWorkmans compUpfront saving
• Can prevent your MOD rating by paying a portion (experience rating)
• The number of claims increases your premiums. Higher deductibles can save you money, however, your exposure is higher
• Good processes and quality programs help minimize your risk
• Report all claims. You can make it report only. Get it on record, you can always pull the claim.
• Cost management: Insurance deductibles and coverage
• Business and persona umbrella policy is a givenUmbrella policies sit above all other policies and provide you additional coverage
• With insurance, you get what you pay forWorking with an agent face to face is a huge value to your business
• Business interruption insuranceConsider the length of time you may need. It will always be longer
• If you don’t report all your income then you also have a gap you’ll need to deal with. Get all your sales on the books
• Nothing good happens after midnight
• Have proper limits
• You should ‘What If’ with your insurance agentWhat Happens If ….

Resources:

• A special thanks to Bambi Crozier, Kim Auernheimer, and Brad Hazelwonder for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com

Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes HERE.

Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE.

Brad Hazelwonder is an Insurance Marketing Representative for Federated Insurance. His areas of expertise: Business Insurance, Life & Disability Insurance, Estate Planning, Business Succession, and Key Employee Retention

Key Talking Points:

• Insurance is a contract between the business and the insurance company
• Two typesPhysical propertyWhat you own
• Your Customers property
• LiabilityYou are responsible for damage to others and their property
• You have more responsibility than an individual
• When you hire someone you say you trust that person
• When they do something wrong the liability is on you.
• These claims are going through the roof
• Yearly audits are done with your agent. Sometimes twice. They may ask:Are there name change
• New property
• Mailing address
• Changes in equipment
• Look at revenue
• Changes in payroll
• Look at loaners and the limits you want
• And many more
• LoanersYou must check if your customer has a valid license
• You must check if they have valid insurance
• No different than a rental car contract
• You need to get a signed agreement with the customer on the use of the loaner car. Your insurance company can get you a version (vehicle usage/release form)
• You may need a declaration page or insurance card. Verify with your insurance carrier to the proper way to cover yourself.
• If the insurance isn’t paid, they have no insurance even though you may see an insurance card. You can call the customers agent to send you a declaration of insurance
• Some customers can go through their app to send you a declaration
• How Insurance pays outThere are certain types of coverageReplacement cost. Like, Kind, QualityConsider taking a higher deductable
• Actual cash valueTake the depreciated amount out
• DeductiblesThere is a hidden value in deductiblesWorkmans compUpfront saving
• Can prevent your MOD rating by paying a portion (experience rating)
• The number of claims increases your premiums. Higher deductibles can save you money, however, your exposure is higher
• Good processes and quality programs help minimize your risk
•  
• Report all claims. You can make it report only. Get it on record, you can always pull the claim.
• Cost management: Insurance deductibles and coverage
• Business and persona umbrella policy is a givenUmbrella policies sit above all other policies and provide you additional coverage
• With insurance, you get what you pay forWorking with an agent face to face is a huge value to your business
• Business interruption insuranceConsider the length of time you may need. It will always be longer
• If you don’t report all your income then you also have a gap you’ll need to deal with. Get all your sales on the books
• Nothing good happens after midnight 
• Have proper limits
• You should ‘What If’ with your insurance agentWhat Happens If ….

Resources:

• A special thanks to Bambi Crozier, Kim Auernheimer, and Brad Hazelwonder for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com

Be inspired by the discussion:

• Find your optimistic trait
• Reach out and bring gratitude to not only family but friends and customers
• Challenge yourself weekly
• Be grateful for your spouse, family and your work team
• Overcoming life’s challenges with a positive attitude
• Work on personal improvements.

Bambi Crozier and her husband Niel own Car Clinic in Lowel, AR.

Talking points:

• Bambi says our industry could really benefit in getting the right target market of the client with special events – cater to the client and what they want while educating and changing the face of the automotive industry
• Four upcoming ‘special’ events’ planned.
  • September – Lipsticks & Dipsticks  (ladies event)
  • October is the Teen Driver workshop by Neil the Car Coach
  • November is the annual Pints and Pistons even (men’s event)
  • December the Most Generous Person in Northwest Arkansas event
• Also, are you creating an unforgettable customer experience, not just satisfaction?

WATCH VIDEO HERE

Your Learning Curve Never Sounded So Good



Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’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.

He signed up for business management at a local community college and attended night classes and sometimes would have to go back to the shop and finish up jobs.

The business continued to grow. By 2007, the operation was doing over 1 million in sales.  By 2013, they were doing over 2 million in sales. This was such fast growth but they never seemed to get ahead financially. Even the financial management classes helped a bit, but they never truly got a great grasp of their finances.  They were too busy working countless hours in the business to keep up with demand instead of taking a step back to figure the business out.

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 the 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.

Frank Scandura from Franks European in Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988.  After years writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.

Key Talking Points:

• Thinking you can do everything yourself.
• Get out of your own way in thinking you built your entire business.
  • Frank realized that he needed to give his team the tools and get out of their way
  • Stop being a Micromanager. Help your people understand your systems and processes and get out of their way then guide them.
• You need to accept their way to do the job. Your systems, processes and policies will guide.
• Allow mistakes from your people because you made many. They will cost you money as they did you, however, be sure there is a teaching moment after the mistake was made.
• It is not what you don’t know it is also about what your people don’t know. You need to pay attention to that and find ways to get them this education and/or training.
• Bambi shares a very intimate story of near failure in turning around her company.
• Frank started to read to get better.
• Problem with a business owner is that you are the problem. 
• You must hold yourself accountable if you expect your people to be. 
• It is all about your reaction to what happens to us.
• We can hire smarter than us. And let them do what you hired them to do. Basically, fire yourself.
• Hiring and firing can bring you anxiety. Too many take the person’s word. You want the person across from you in an interview to be the one, so you work to prove that they are the one. (A Mistake)
• Tom Lambert now hires off the culture in his company.
• It is OK to fire customers.
• Coupons and discounts for Tom Lambert is a learning curve for him. He stopped doing any type of marketing to drive car count.
  • If he has a customer that needs a discount he knows where to send them.
  • If he has a customer that need work immediately he knows who to send them to.
  • He provides 25% more value to his customer which justifies his narrow target customer.
• There are two different business models or mindsets. The discount world or the value world. Bambi Crozier. She has chosen the value way because it is less stress on here people and her customers.
• Model of value a model of value came to Frank when his customers said to him they didn’t come to him because he wasn’t the cheapest.
• Financial learning curve must be discovered. You must learn all about the numbers. Do not pretend that you know the numbers and how they are calculated and which numbers are critical to your success.  
  • Key numbers:
    • Average Repair Orders (ARO)
    • Tom used to run a lot of cars with a low ARO
    • He is running 13.5 car count with an $800 ARO from a $400.
    • Year over year growth.
    • Break Even.
    • Know your monthly number.
    • Gross profit percent was key for Frank. You pay bills with Gross profit dollars.
    • Effective Labor Rate is more important than your door labor rate.
• Training is Tom Lamberts biggest life changer to him.
• Get a good CPA and an HR company on board.
• Depend heavily on your people.
• Laugh at your mistakes.
• Failure is OK as long as you learn from it.

Resources:

• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• A special thanks to Bambi Crozier, Tom Lambert, and Frank Scandura.

Facebook   Twitter    Linked In    Email

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

The Panel:

Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes HERE.

Jeremy O’Neal  President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop, Freedom Automotive in Hesperia, CA. Jeremy is a DISC Certified Master Behavioral Analyst. You can hear Jeremy’s previous episodes HERE.

Scott Pelava founded LONSDALE AUTO WORKS over a decade ago. As an ASE-Certified Master Auto Technician, Advanced Engine Performance Specialist, Undercar Specialist & Service Consultant, he saw the need for a more modern auto service center in the fast-growing community of Lonsdale, MN

Scott’s strong background in domestic and import vehicles helped form the vision of what Lonsdale Auto Works is today. He built a reputation for quality service and fair pricing starting out with just one apprentice. As the need arose, additional technicians have joined Scott’s team to keep up with their customers need for fast, quality service.

Scott is also very active in the community. He is currently in his second term as a Lonsdale City Council Member. He has held numerous leadership positions with the Boy Scouts and has served as a director of the Lonsdale Chamber of Commerce and is currently a member of the Lonsdale Lions Club. Scott also founded the Facebook group ASOG. You can hear Scott’s previous episodes HERE.

Key Talking Points:

• David happened upon the event one day when his father sent him to check on his brothers.  He hears Goliath’s challenge and approaches Saul offering to fight the giant. Saul disqualifies David by age and lack of training. But David refutes Saul and shares his resume of protecting the sheep against lions and bears, killing both. He claims the Philistine Goliath would be no different and he places his faith in God Almighty as his protector. Saul concedes and attempts to dress David in armor but David could not use them because he felt clunky and wasn’t accustomed to them. Simply put – it wasn’t his knowledge base or strength. Instead, David takes his slingshot, a stick, and five smooth stones.

• Nimble quick moving David can be related to business. It is not about being an underdog. He had faith and competence.
• A big Goliath in your life can be internal vs external. Don’t let your internal Goliath rule you.
• Some competitors are looked at as ‘large’. That could mean weighted down.
• Strong processes and systems bring a strong competitive advantage.
• Small businesses can adapt to situations versus a Goliaths ‘corporate’ process document. This ‘flexibility’ is an advantage.
• If you are not weighed down with heavy corporate rules:
  • Process changes can happen quickly.
  • Decisions to support a customer can live in the ‘Do Right Rule’.
  • You can react and implement faster.
  • If you are not converting leads you can fix it without layers of management sign-offs.
  • You can create a strong connection with your customer. In most cases stronger that Goliath can.
  • You choose to talk to people, even if you are a paperless digital shop.
  • David’s can win because they choose to.
  • You can find a special niche.
    • Euro, Air Conditioning, Diagnostics, Safety are examples of focus.
    • Bambi’s shop is stellar at Land Rover.
  • Amazon is the largest Goliath, yet their share is growing because they are thinking nimble and David like.
  • There may be a new business model coming and you will need to be willing to adapt. Don’t become your own Goliath.
    • Don’t be complacent. Try new things. Find your energy.
    • Bring your customers into your ecosystem.
• A common thread among successful entrepreneurs: they don’t care what other people think about what they are doing. They have a mission and a focus. From Malcolm Gladwell’s book: David & Goliath – Underdogs, Misfits And The Art Of Battling Giants.
  • From the Book: “To win against the Giants, the Davids need to adopt different strategies. But most of the time underdogs don’t fight like Davids as they blindly accept the rules of the game as defined by the dominant players.”
• Starbucks example. They are a Goliath yet they hire Davids to support and face the customer.
• David’s can do more to provide a superior customer experience.
• Is customer loyalty dead? You must earn it with each interface or transaction.
• If your customer experience falters the pricing model surfaces because of pricing transparency in the industry.
• The Goliath’s are taking the gravy work and proper maintenance intervals may be ignored by the customer. It is so critical that we educate the customer on the longevity of their vehicle with proper maintenance.
• You can create the rules and business model that no one has ever done before.
• In general Goliath’s do not empathize with the financial concerns of the customer.
• David’s have the personal drive to succeed and adapt and make their business work for their people and their customers.
• Being perceived as powerful and unbeatable is great, but give yourself a great advantage without being stuck in a box.
• As your business grows don’t lose your David.

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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

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

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

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

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

Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. She moderates an online Facebook group called “Auto Shop Owners Group” and envisions a unified independent aftermarket auto shop owners association that focuses on three things:

1. Improving the customer’s overall perception of the automotive industry.
2. Providing peer-based support for shop owners.
3. Protecting independent shop owners in the marketplace.

She would welcome you to join the Auto Shop Owners Group (ASOG) and lend a helping hand to those you can mentor while accepting a helping hand from those that can mentor you!

Talking Points:

• Her Vision is to Change the Face of Automotive.
  • Walking into an auto repair shop was overwhelming to Bambi — for lack of knowledge, lack of understanding — you just have to TRUST what they are telling you and she didn’t know them… or like them…. or trust them! So when she and Neil set out to open their own shop she wanted to change that perception.
  • She believes that the god given talent of mechanics and technicians are not appreciated by the public. They are humble and would give you the shirt off their back; always willing to help and are kind and generous.
  • The media has created a negative connotation of the ‘mechanic’ or the automotive service business. Rip-off artists. We’ve gotten a bad rap.
• She understands what she needs to do to change the perception of the industry.
  • It started with asking questions of the customer to really discover their vehicle needs.
• Technicians are car doctors.
• Her customers love the down and dirty truth about their vehicle needs.
• The value in every client is in the lifetime relationship.
• Work-Life Balance with four children is a challenge, that they have learned to deal with.
  • They have learned to leave work at the door.
• Shop owners must deliver value to their customer which in turn drives loyalty and profits.
  • Never discount your value, no matter your education level in school. Techs and owners do have an important education in the day to day learning and discovery. Get paid for what you know, your skills, your school of wisdom and hard knocks.
• Change is happening, but slowly.
  • We can be stubborn. Don’t get in the way of change.
  • We don’t know what we don’t know. (We need help seeing around the next corner)
  • Fearful of competition. False. (It is always internal)
  • Scarcity mindset. False. (Enough for everyone)
• You must understand your P & L and learn what you do and how it affects the numbers.
• She is working on staffing and in 2018 improving their culture. They want balance and fun in their work environment.
• The Crozier’s would have hired a coach when they started the business.
• Bambi’s passion is to give back to the aftermarket. She wants to leave the industry in a better place at the end of each day. She has a passion to help people.
• She is a detailed person who needs to know the why behind everything she does.

Link to Car Clinic Website

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