Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

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

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

• Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
• Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
• Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
• The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
• The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/
• Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Thanks to our Partner, KUKUI

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

Thanks to our Partner, Pit Crew Loyalty

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

Connect with the Podcast:

– Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

– Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

– Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

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– All books mentioned on our podcasts: https://remarkableresults.biz/books

– Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

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

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

– The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

– Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

– Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

– Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

– The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

– The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

– Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

Reaching 250,000 miles on a vehicle isn’t luck—it’s leadership.

In this episode, we explore what long-term vehicle maintenance really looks like and why today’s shops must rethink how they communicate with customers. Too often, maintenance is treated as a series of isolated repairs. This conversation reframes it as a strategic process built on education, transparency, planning, and advocacy.

In this episode, you’ll discover how to:

• Shift your shop culture from reactive repairs to proactive planning

• Position service advisors as educators and advocates

• Use cost-per-mile analysis to demonstrate real vehicle value

• Build trust through professional language and clear expectations

• Align inspections with long-term ownership goals

• Improve maintenance acceptance without fear-based selling

• Create systems that support consistent follow-up

Key Discussion Topics

• Why 250,000-mile vehicles are built through strategy, not chance

• The difference between transactional service and advisory leadership

• Using documentation and trends to guide decisions

• Structuring pay plans to reinforce professionalism

• Turning maintenance into a long-term relationship

Why This Episode Matters

When customers understand that their vehicle can realistically reach 250,000 miles with the right care, everything changes.

Trust improves. Approvals become easier. Loyalty deepens. And your shop evolves from a repair facility into a long-term partner in vehicle ownership.

This episode shows how sophisticated professionalism, consistent processes, and education-first communication can transform both customer relationships and business performance.

Brett Beachler, Beachler’s Vehicle Care & Repair, Peoria, IL. Listen to Brett’s previous episodes HERE

Rena Rennebohm, CEO and Creator of Empowered Advisor. Rena’s previous episodes HERE.

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Thanks to our Partner, KUKUI

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

Thanks to our Partner, Pit Crew Loyalty

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

Connect with the Podcast:

– Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

– Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

– Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

– Subscribe on YouTube: https://www.youtube.com/carmcapriotto

– Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

– Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

– Follow on Twitter: https://twitter.com/RResultsBiz

– Visit the Website: https://remarkableresults.biz/

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

– All books mentioned on our podcasts: https://remarkableresults.biz/books

– Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

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

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

– The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

– Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

– Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

– Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

– The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

– The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

– Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm

Thanks to our Partner, Dorman Products.

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

Connect with the Podcast:

-Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

-Follow on Twitter: https://twitter.com/RResultsBiz

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

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

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

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

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

How do your service advisors close their sales with a customer? Are they pre-scheduling for future maintenance appointments? Brett Beachler’s business has a 40% close rate for pre-scheduled maintenance appointments. He discusses how to make your current customers, your future customers.  Grab a pen and paper or head to the show notes on this episode. You don’t want to miss Brett’s closing presentation that can be implemented in your business.

Brett Beachler, Beachler’s Vehicle Care & Repair, Peoria, IL. Listen to Brett’s previous episodes HERE

Key Talking Points

• Customer close procedure/presentation
• Try to understand what the other person sees and not just what your shop wants
• Factory specified maintenance review on cars- review the history on Carfax, review what the car needs according to the factory maintenance specifications. The system will actually calculate a date when it thinks you’ll be due. Ask what are your plans on the car?  Is the car paid for? Review with the customer what your technicians did. Solidify them saying “You guys are my guy.”
• Lay the groundwork for them to say “You know what? You just gave me all the right reasons to make an appointment 4, 5, 6, 7 months in advance”
• Send a text to them about a week ahead 
• What you don’t want to do- run the actual credit card amount and then try to explain it to the customer the factory maintenance and review etc.. As soon as they run that transaction, they’re done. 
• You must direct your advisors the best way they will get the highest batting average for pre-scheduling. Don’t start with a closed transaction. 
• If you don’t capture them at that closed sale then the next thing is the email and the text, if we don’t catch ’em there, then they call up three weeks later and say, “Hey, I just wanna schedule an oil change. And we go, oh, whoa, whoa, whoa, wait, wait, wait, wait, wait, you got all this factory maintenance dude. You wanna do it?” 

Connect with the Podcast:

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

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Buy me a coffee

Important Books

Check out today’s partners:

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

More Time. More Profit. Transform your shop at getshopware.com/carm

Great processes are the true foundation of a successful organization. The Aftermarket Weekly Show (AW104) featured Brett Beachler who is a self-proclaimed process geek. During the shop tour, you’ll see and hear about the depth of Brett’s passion for great processes.

If you want to build a strong and sustainable customer success culture, it’s important that you start with excellent customer service practices. It is what you do that the customer does not see that makes your customer value proposition have value.

Work is only meaningful when it is done with a clear understanding of the desired results. This understanding is gained through the right processes. Processes are the product of our values and guiding principles. They empower us to make sound ethical decisions by providing a path to the results we want to achieve.

A good process provides clear rules that are agreed upon by everyone involved, no exceptions. These rules, or constraints, provide guidance on how work should be done, who should do it, and who should decide when it’s done. Furthermore, they protect you against unforeseen obstacles that may arise.

As Brett describes a few of his processes to you, you’ll see the intuitiveness of these rules/systems have on his business growth, culture, and team retention.

Be sure to watch or listen HERE

Guest host and a shop tour with Brett Beachler, Beachler’s Vehicle Care & Repair, Peoria, IL. Find out how Brett’s team seamlessly communicates between both buildings and their streamlined processes.

Watch the Episode on YouTube

Key Talking Points

• Main 5 bay shop built in the 70’s- built second building behind it as an oil change location and designated advisor area
• Logistics/communications- ‘Softros’ is a simple instant messaging program, minimization of ‘sideways energy’ talking between advisors and technicians. Detailed descriptions, all 18 computers have the program
• Headpieces with all employees with phone system- shortcuts with singular buttons
• Stand-alone customer service and advisor ‘pod’ for final close sale checkout
• Listen to Brett’s previous episodes HERE

Connect with the Podcast:

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partner:

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

How often do you have an outside perspective on your business to offer improvement ideas? What about 35 outside perspectives? Last month Brian Weeks hosted a team of shop owners from his peer group, from around the country, to dig deep into his business. Keep listening to find out what helpful tips and insights they offered and what they learned from each other.

Watch the Episode on YouTube

Brian Weeks, ATC Auto Center, Augusta, GA. Listen to Brian’s previous episodes HERE

Craig Noel, Sun Automotive, Springfield, OR. Listen to Craig’s previous episodes HERE

Gary Pontious Jr, Toledo Auto Care, Toledo, OH. Listen to Gary’s previous episodes HERE

Brett Beachler, Beachler’s Vehicle Care & Repair, Peoria, IL. Listen to Brett’s previous episodes HERE

Key Talking Points

• A few months prior to the meeting Brian opened his books to a small “Advanced Team” (marketing, processes, culture, ROs)
• “Advanced Team” observed for a full day. The second day is implementation and meetings with everyone involved. People are assigned ‘tasks’ (facility, management system etc). 
• Accountability groups for areas that need to be focused on- continual process based on needs
• Coming to help, not to make you feel bad
• Shows the opportunity
• Don’t think you are on an island and doing a good job- build the bridges and have your iron sharpened with the help of others
• Your competitor is the person that is better than you
• Family culture is a testament to Brian’s leadership
• The networking during the dinners, lunches, breaks is just as important as the meetings
• The exposure of your weaknesses/opportunities of your leadership/procedures. Then your ability to grow from it.
• Always walk away learning something

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

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

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

Panel:

Brett Beachler, is Vice President of Beachlers Vehicle Care and Repair, Peoria, IL. Brett has been in the automotive industry for 30+ years and is third generation family. He started in the family business at about age 13 maintaining the business property.

Brett graduated from Bradley University with a bachelor of science in business. He departed the family business to work in the corporate world for four years. His Dad, Terry, asked Brett to re-join the family business. Since that time, Brett has not looked back and has enjoyed almost every minute of his time in the family business. Listen to Brett’s previous episodes HERE.

Bill Thompson is the President of IMR Inc. Founded in 1975, IMR conducts syndicated and proprietary market research studies that focus on the automotive industry including the automotive aftermarket, heavy duty and fleet segments. Since Bill joined IMR in 2003, the company has expanded its research portfolio and service offerings to provide a wide range of strategic and tactical solutions that provide insight into your most pressing questions. With a focus on industry trends, consumer and repair shop purchasing behavior, channel trends and many other important metrics, IMR’s research provides insight into your market that can bring you closer to your customers, distribution channels and market opportunities. Listen to Bill’s previous episodes HERE.

Key Talking Points:

• The percent of vehicles on the road that were delaying maintenance, in 2016, there was about
• According to IMR research, delayed maintenance hit a peak in early August 2020 at 30% and started to drop. Bill believes it will normalize to the norm of 17-18% as the year progresses.This was a direct reason for Covid-19
• Brett says the advisors always need to be in the education mode. You always need to explain ’why’ the consumer will benefit from a repair or maintenance.
• IMR does a weekly survey with consumers to compile this information
• The trend is up regarding people who are looking at reviews before deciding on a shop.
• Consumers are also looking for a ‘touchless’ customer experience
• In Brett does not have his customers making a big deal about touchless and masks. He says his smaller town, he believes, does not make this a large factor in doing business with him.The stats prove out that geographically
• Financing Options for Major Costly Repair data is at 40% showing that consumers do want options to help them to keep their vehicle safe and reliable.
• In a recent week, IMR survey showed, 60% of consumers are willing to take a future appointment for their next service/repair.
• Brett is doing ‘permission’ calling their customer in the future.Your advisors need to be asking questions on the ‘long game’ of your customer’s car.
• They call and set appointment vs setting the appointment such as in a dentist office or hair salon
• If we schedule our next dental appointment or hair cut/color why would we not want to schedule our next vehicle service?
• Too many people say that they will trade their car in so they don’t need to service or maintain what they haveShow them the numbers and they may just realize the cost of money, energy and time to buy a newer vehicle
• See Brett’s previous episode here on his strategy: https://remarkableresults.biz/town-hall-academy/a020/
• He buys a 4-year-old car, keeps it until it reaches 250,000 miles.
• With the data in the survey, Brett believes he should start to book a future appointment since 60% of consumers are willing to accept. Consider the trust factor as you ask a customer to set future appointments
• Government (2020) reimbursement is at 57.5 cents per mile (https://bit.ly/35vAI6a)Brett has verified the number and that is a critical number to understand that vehicle ownership is not all gas and repairs

Resources:

• A special thanks to Bill Thompson, Brett Beachler, and Craig Noel for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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Buy Carm a Cup of Coffee 

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

This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com

I want to thank the thousands of listeners who make our purpose meaningful. We do it for you. To the sponsors of the podcasts over the years. THANK YOU.

Guests for the 500th Episode

Amy Mattinat is the owner and manager of Auto Craftsmen in Montpelier, VT. Her shop is an ASE Blue Seal Shop, AAA approved and she is a member of ASA, SBN & WiAC. Along with running her independent repair shop, she is able to combine her three passions: teaching small business owners how to run a successful business, teaching car care and safety to the general public and educating young people about the many career opportunities available in the auto care industry.

Amy was awarded the 2012 Top Female Shop Owner of the Year by the Car Care Council Women’s Board, Honored as a 2014 Professional Woman of the Year by the National Association of Professional Women, Awarded the 2015 U.S. Small Business Administration’s Vermont Women-Owned Business of the Year, Awarded the 2016 AAA Business of the Year in Vermont and served as President of Women in Auto Care 2014 through 2016. Listen to Amy’s previous episodes HERE.

Judy Zimmerman Walter is co-owner with her uncles and the CFO of, this 57-year young service business. Zimmerman’s Automotive, Mechanicsburg, PA is a true blue ‘family enterprise’ with 12 out of a team of 29 team members that are ‘IN THE FAMILY’. Zimmerman’s is a top automotive repair facility along with a quick lube and a used car division.

Among her involvement: Women’s Board of the Car Care Council, AASP-PA Alliance of Automotive Service Providers, and the Auto Care Association. Listen to Judy’s other episodes HERE.

Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population of 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq ft shop has 21 lifts with two flats per lift.

Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry’s previous episodes HERE.

Brett Beachler, is Vice President of Beachlers Vehicle Care and Repair, Peoria, IL. Brett has been in the automotive industry for 30+ years and is third generation family. He started in the family business at about age 13 maintaining the business property.

Brett graduated from Bradley University with a bachelor of science in business. He departed the family business to work in the corporate world for four years. His Dad, Terry, asked Brett to re-join the family business. Since that time, Brett has not looked back and has enjoyed almost every minute of his time in the family business. Listen to Brett’s previous episodes HERE.

Kirk Richardson is a young and successful entrepreneur. Born into a blue-collar, hard-working family, he was a below-average student in high school and college. At the age of 22, he left school and started his first business. He bought his first three-bay shop at the age of 24. Seven years later he bought his second shop, South Street Auto Care in Rochester, MI.

Richardson really prides himself on his ability to create a family culture within his businesses. The culture is a blend of hard work, accountability, fun, and hi-jinx, which combine to make loyal and dedicated coworkers. Kirk loves business and people in general and will talk for hours about business! Listen to Kirk’s previous episodes HERE.

Dwayne Myers With Dynamic Automotive, This MSO group was selected top 10 automotive shop in 2014 from Motor Age and has just opened their 4^th shop. Dwayne invests time in the industry with the Auto Care Association and serving 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.

Dwayne was on episode 2, 3 and 4 with his partners Jose Bueso and Lee Forman and A Round Table on Technician Training in Episode 59, and on a Supplier Needs Roundtable (118). Listen to episode 222 with Dwyane as we talk about his 2017 World Class Technician honor and more. Listen to Dwyane’s other episodes HERE.

Key Talking points:

What worked well in the last five years:

• Amy MattinatUndercoating. A job given to her tire person and to supplement during the slow times. She uses Corrosion Free Undercoating out of CanadaRe-done every 18 months accounts for retention
• Kirk Richardson100% profit-sharing plan based on the power of the collective team
• One direction, one team  
• He was always wired to be a business person, yet stood at his counter and did everything when he started 15 years ago
• Profit-sharing is the best way to grow technicians
• Judy Zimmerman WalterStarted morning meetings to best understand her team’s needs and to develop and compliment the team
• Jerry KezhayaBeen an absentee owner for sometime
• You have to inspect what we expect
• As owners, we get what we earn
• Dwayne MyersGoal Map ReviewsWhere do our people want to be? Their Goals for the next 3, 4 and 5 years
• This has changed their company more in the last five years than anything they did
• Stop looking at your people leaving and think about how they will stay with you
• Invest in your people while you have them
• Brett BeachlerAdvisor pay system he created
• He measures many KPIs and they get a bonus production
• He is legal for wage and hour by using Mike Davidson’s spreadsheet as a guide. See this episode RR 4466 https://remarkableresults.biz/e466/
• Owners get paid on net profitability so he has a similar plan for his people
• He wants to take more time off but he has to have better systems and procedures
• His program works on a percentage of sales but would like to convert to a gross margin incentive if he can get the right GP from his SMS

What did not work for me and what I learned:

• AmyShe almost sold her business and backed out. She felt her business was going to become a ‘McDonalds’
• She wants a win-win for staff and customers when she does
• She realized she has a five-year window ahead of her
• Kirk RichardsonHe was always a business person but sucked at it early on
• Developing leadership, grooming, and choosing is painfulYou have to be worth following yourself
• It is a perpetual process, it never ends
• Understand that there is always lapses in judgment that you learn from
• Being a leader can be a lonely place
• Most discussions on this episode failure issues were mostly the people of the soft side of our business
• Judy Zimmerman WalterTo lead her team she wants her people to know that:Judy worked in the quick lube and did a lot of light-duty work at the shop
• She assumes that here people know that she has paid her dues. She has been there and done that
• Dwayne MyersEarly in his career, he went into protection mode and he held onto it for too long
• They had not grown in 10 years and he and his partners were holding their team back. It was fear and stubbornness
• He realized that grow was what he needed to survive
• Brett BeachlerHe regrets his priorities as it relates to supporting his wife or the business when she had a life-changing accident
• He put the business ahead of his wife and that was a critical mistake
• Jerry KezhayaDid not fire fast enough
• Did not listen to his gut or intuition
• He got stuck in the buzz that there is no one to hire
• He needs to think of his business like a sports team who is working to get to the Superbowl. Always need to evaluate the talent to take you there

Resources:

• Thanks to Amy Mattinat, Judy Zimmerman Walter, Jerry Kezhaya, Brett Beachler, Kirk Richardson, and Dwyane Myers 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.
• The Queen’s Code by Alison A. Armstrong
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Love what we do, buy a cup of coffee HERE.

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Buy Carm a Cup of Coffee 

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. As a result, 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 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com

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My three guests are Terry Beachler, Gary Pontious, Sr. and Tom Palermo, the Dads of my guests from episode 223. This is a first for the Remarkable Results Radio Podcast and the industry. Their sons were all featured on  episode 223  where they discussed their family business dynamics and their relationship with their Dads.

The dads interview was so important to do to bring the right perspective and to close the loop on the family dynamic . I thank the sons for getting their dads to participate and the dads for agreeing to share their wisdom.

The aftermarket is made up of many family businesses. They have their challenges and rewards. I felt it was important to get these stories told

It started when I contacted Gary Pontious Jr. (Episode 197), Tom Palermo (Episode 87) and Brett Beachler, (Episode 199) and asked if they could be part of a round table about their relationship with their Dad’s and the family business dynamic.

To make if much more interesting, I asked Gary, Tom and Brett if they could also get their dads to participate in their own round-table interview.

You now get the benefit of the planning and an incredibly transparent interview from the Dad’s perspective here in the dads interview, episode 224.

Talking Points:

• Traits that you share with your son.
• What the dads current role is in the business.
• Family trust and communication, ethics are key components.
• Strong family culture knits together the entire non-family team.
• Organizational structure and chain of command.
• Their wife’s role in the business.
• “P & L and Balance sheet (the numbers) are results of your behavior.” Joe Palermo.
• Risk Taking
• How will the future technology change or effect their business?
• We are not a trade but a practice, like a legal, medical and accounting practice.
  • If you are going to be a practice emulate them. Learn from the doctor’s office.
• “Years ago knowing what was wrong with the car was important. Today knowing how to find out what is wrong, how to find the answers, knowing where to look is most important. People who are out of business today have not grasped that.” Joe Palermo
• “Use the word evaluate instead of diagnose.” Terry Beachler.
• “Succession planning. Start Early.” Joe Palermo
• “Have a great accountant, a great banker, great insurance person, a great attorney, twenty group, consultant. All important to the lifelong sustainability of the business. ” Terry Beachler
• “Twenty groups are an important part of  a succession plan. Start early. Be thorough in your thoughts and communication. Let each other know where you are at.” Gary Pontious, Sr.

Be socially involved and in touch with the show:
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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

My three guests have all been on the podcast before, see the chart below. These successful service professionals are all about family and working with their dads. The aftermarket is made up of many successful family businesses. They have their challenges and rewards.

I contacted Gary Pontious Jr. (Episode 197), Tom Palermo (Episode 87) and Brett Beachler, (Episode 199) and asked if they would be part of a round table about their family business dynamic, especially their role with their dad’s.

To build on the family dynamic, I asked Gary, Tom and Brett if they could get their dads to participate in their own round-table interview.

You now get the benefit of two incredibly sincere interviews from the three sons in this episode and look for episode 224 for the Dads’ interview.

Talking Points:

• Gary, Brett and Tom developed their work ethic from their dads.
• The sons were held to a higher standard by their fathers.
• If you want to succeed you can’t have it handed to you.
• No job is below you and it helps gain the trust of the rest of the team.
• You must lead from the front.
• Build a team that is like minded and there is nothing you can’t do.
• Brett and his Dad have many of the same qualities, and that can create certain challenges.
• Brett is teaching ‘Why’ they do the things they do. It was a direct outcome after he read Simon Sinek’s book “Start With Why”.
• Tom is the operations guy and his dad takes care of back office and the sales team when they look for new fleet business.
• The dads are currently working in their ‘wheel house’? (their favorite job)
• Good family culture embraces the extended family, the team that works for you.
• You have the responsibility to work hard to keep your team gainfully employed and fund their paychecks.
• Brett, Gary and Tom’s dad have always been progressive and forward thinking.
• They would not be where they are today if it wasn’t for their dads.
• Mom has influence. Can be your biggest cheerleader but can also be a grounding force.
• Best advice from Joe Palermo to Tom Palermo: ‘Never Give Up’
• Best advice from Terry Beachler to Brett Beachler is business ethics.
• Advice from Brett Beachler to new generations: Humility. Be a sponge and learn.
• Advice from Tom Palermo to new generations: You need patience. As you learn it will not all come immediately. Be willing to learn.
• Advice from Gary Pontious, Jr.: Agrees with Tom and Brett.

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

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

Terry Beachler

Brett Beachler is Vice President of Beachlers Vehicle Care and Repair, Peoria, IL. Brett has been in the automotive industry for 30+ years and is third generation family. He started in the family business at about age 13 maintaining the business property.

It’s Official.
At age 16, he officially entered into the family business pumping gas at their Amoco gas station. He slowly integrated into the shop throughout high school by changing tires, performing oil services, and very light duty mechanical repairs.

Added experience at a corporate job.
Brett graduated from Bradley University with a bachelor of science in business. He departed the family business to work in the corporate world for four years. His Dad, Terry, asked Brett to re-join the family business. Since that time, Brett has not looked back and has enjoyed almost every minute of his time in the family business.

Three Generations.
Brett says his dad is a forward thinker and is the second generation with his grandfather, Bob, starting the business in 1951.

Key talking points in the interview:

• Beachlers is known, since 1951, as a super ethical shop. No compromising. They are a shop of second options.
• Learn about Brett’s Lunch and Learn seminars for local business’s.
• Company Tours. He shows off his business to new customers and any legacy customers who have not seen the new building.
• Explains his 250K Mileage program for their customers.
• A loyal podcast listener. Brett’s Top 3 are: Dave Ramsey, Andy Stanley and Carm Capriotto (how cool)
• 40% of his business is maintenance.
• He wrote a book; Beachers Guide To Vehicle Care and Repair. He calls it an advanced business card.
• The tech shortage is an opportunity.
• He currently has an intern from high school working at the shop.
• Your new employees won’t come to you. You need to meet and greet them. Reach out. Get your brand out there and welcome people into the industry.
• He has a high referral business; however you must exercise your social network. Your future customers live there.
• Average tenure of his technicians is 36 years. Four of five techs are going to retire in the next three to seven years. A challenge and an opportunity; the next generation tech must be more technical.
• He credits his customer follow up system as an important ingredient to his success.
• He has a special system to manage reviews.

Business Coach.
Brett and Terry are involved with a share group, Bob Cooper’s Elite Worldwide and coach, Jim Murphy. Brett and two technicians will be attending Vision 2017 for the first time. Brett’s dad Terry  serves on the advisory board at our local Illinois Central College Automotive Program.

Besides business.
Brett’s interests are family. There are 5 children in the family and one daughter at home.  Brett enjoys bicycling with his daughter (they  rode their  bicycles in the summer of 2016 from their home town to Green Bay, WI). Brett also enjoys mountain biking and is most passionate about cross country ski racing.

Brett serves on his daughter’s school board and serves on the local Make A Wish committee. Beachlers is involved with donating several thousands of dollars of oil services to local churches, organizations, and charities in the Peoria area. Beachlers also partners with Dream Center Peoria to raise funds for the organization through their new customers donation program.

Beachlers Web Site

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

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