Show Notes:

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

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Watch Episode HERE

Jake Sorensen, 2019 NAPA ASE Technician of the Year and 2019 Ratchet + Wrench All-Star technician of the year. Shop manager and diagnostic technician at McNeil’s Auto Care in Sandy, UT Listen to Jake’s previous episodes HERE

Chris Chesney, Training and Organizational Development, Repairify. Chris’ previous episodes HERE

Derek Kaufman, Managing Partner, Schwartz Advisors, President of C3 Network. Listen to Derek’s previous episodes HERE

Show Notes:

• Looking up and reading service procedures is already a must, but even more so as technology advances.
  • Example: ADAS systems now require calibrations when performing repairs like an alignment or bumper cover removal. If you change a headlight assembly that requires bumper R&R, you may need to perform a radar calibration. The only way to know for sure is to read service information.
• Reading technical information/technical reading skills- much different than reading newspaper or Facebook posts, a book etc.
• Evelyn Wood speed reading course- reading with purpose
• An explosion of information- computing power for all industries 
• 2022 captures over a trillion data points that will be aggregated to provide insights
• AI- mining data for trends
• Diffusion of innovation curve- 17+ years for EV’s
• We have expected Technicians to be masters of everything. 
• Many better diagnostic technicians are inefficient at R&R and do not enjoy it.
• Shift mindset to a technology industry
• Even today, electric vehicles account for 18% of new vehicles sold, and those won’t be in our bays tomorrow.
• By 2030 the population of vehicles in operations, over 300 million, and only 8% will be electrified.
• Get ready, or some other service industry will beat you to the punch
• How are you presenting your shop to the public?
  

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

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Aftermarket Radio Network

Subscribe on YouTube

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Important Books

Support our partners:

Recorded Live at the 2022 Transformers Summit with Chris Chesney, Training and Organizational Development at Repairify. Chris takes the common phrase, “I don’t know what I don’t know,” and flips it to “I don’t know THAT I don’t know.” With today’s technology expanding the way it is, there is too much information to memorize and know every piece of knowledge when it comes to car repair. How can we change the way technicians learn? How can we prove their understanding besides a certificate or course completion?

Chris Chesney, Training and Organizational Development, Repairify. Chris’ previous episodes HERE

Show Notes

• Adaptive learning- implemented Area 9 at Repairify. Providing a knowledge base to fill the gaps. Being thirsty for a certain piece of knowledge. Assessments happen during training. The course assesses ‘what do you know right now?”
• Uncovering the unconscious incompetent: “I don’t know THAT I don’t know.”
• “We need to build an education model that serves everybody in the industry, those that are experienced and those that are not, and everybody in between.”
• The proof of skill step. This takes you through a three-step process that’s modeled after the Federal Aviation Administration. 
• Prove that you know it, teach it and they can do it
• “The opportunity to change that e-learning in such a way that it attracts people to it because they want the end game, and that’s that proof of a skill that’s not only valuable to the shop owner because they know whom they’re hiring and what they can and can’t, but more importantly for the technician, it’s something that adds value to their portfolio, that increases their value in the shop.”
• Automotive manufacturers build code in multiple silos and they all have to come together and so they aren’t elegant solutions.
• “Man built them, man will break them, man will fix them”

Connect with the Podcast:

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Important Books

Check out today’s partners:

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

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 NAPATRACS.com

Anthony Williams, 37, who was the Special Project Manager and

Curriculum Developer at CARQUEST Technical Institute (CTI), tragically and

unexpectedly died earlier this month. He is survived by his wife, Deb, and

their three children. In his short time, Williams leaves a legacy for those who

knew him, as a teacher and a friend to all, and left a lasting and indelible

mark on their careers and lives. 

Team members and close friends of Williams from Advance Auto

Parts, Worldpac and CTI met with me, Rob Merwin and Aftermarket Matters, last

week to share their experiences. Here are a few memories from Chris Chesney, Randy

Briggs, Luke Murray and Susan Trevaskis in tribute to Williams.

Key Talking Points

• What was the most rewarding experience in your career? Had already started scaling a virtual studio prior to COVID 19 shutdown and was able to launch virtual classrooms.
• How did you start your Allstar network of surrounding people? Connected with people through internet groups at first. Listened intently to people’s attitudes and passions. 
• Advice- pay it forward, remember the basics, be servants in the industry for others 
• How important is it to have personal relationships? Businesses grow through personal relationships. Don’t be worried about hurting someone’s feelings or being transparent when times are tough. Technology changes but you always have 24 hours in a day. Do the right things at the right time- manage that time well. 
• Do you have any regrets? Ideas that weren’t put into action but if you sit long enough you’ll find regrets, don’t sit on them.
• Service ready shop- specialization is necessary for the future. The challenge is the critical need to ensure the technicians have the skills to be able to solve problems. Competency.
• Technician shortage- creating a specialist/career path for the younger generation. Hold people to standard with training. Create a personal relationship with vocational school instructors and offer support. Offer to tell your story of how you started in the industry. Invest in the people you already have- growing with skills that meet your business model. Erosion of technicians- is this all there is? Is this all I’ll ever do and be? Are you charging enough so you can pay your employees what they are worth?
• Full EV disruption- CTI has created EV content for training (virtual and hands on), EV is a disruptor but where? Market location, and how you prepared prior (first Prius is 20 years old). Challenges- EV doesn’t only mean battery electric vehicles, most will be hybrid. Infrastructure issues for charging and hydrogen.
• What’s next for Chris Chesney? He isn’t leaving the industry

• A special thanks to Chris Chesney for his contribution to the aftermarket.

• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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

Your weekly broadcast production with wisdom shared by our guest host and a virtual shop tour. There is a trivia challenge.

• Guest host, Chris Chesney, Sr. Director Customer Training, Carquest Technical Institute. Chris’s previous episodes HERE
• Virtual Shop Tour with Judi Haglin, Haglin Motors. Denver, CO. Judi’s previous episodes HERE
• Trivia Challenge: What Brand on April 29, 2004 Closed its Doors? It was the Oldest Automaker.

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

Chris Chesney is theDirector of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member. Visit Chris’s previous episodes HERE.

Mitch Schneider is a fourth-generation “mechanic/technician” recognized as a champion of service dealer and technician causes. Mitch is an award-winning journalist, former shop owner, and published novelist. For more than 37 years, Mitch operated Schneider’s Automotive — a successful 6-bay, family-owned and operated service facility in Simi Valley, Calif.

Mitch has recent great news on the biggest challenge in his life as he has taken on Primary Myelofibrosis, a rare bone cancer, head-on. He is in his recovery after a successful stem cell /bone marrow transplant in April 2019. I’m so glad to have him back to discuss his novel Misfire: What to Do When Things Aren’t Running on All Cylinders. Look for Mitch’s other episodes HERE.

Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Find Maylan’s previous episodes HERE.

Bob Pulverenti is the Executive Director of the Independent Garage Owners of North Carolina and show chairman of ASTE (Automotive Service & Technology Expo), prior to working for IGO Bob worked as the Executive Director of SSRSOUNY in Syracuse NY. He had also operated automotive shops in Central NY for 25 years, as a shop owner he was triple certified with ASE & a nine time NAPA/ASE Technician of the year award winner. He holds the AMI Accredited Automotive Manager certification. He sits on the AASP National Board of Directors and is a registered lobbyist. Previous 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 on 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 previous episodes HERE.

Key Talking Points:

• Some big work done in this decade was carburetors   
• Maylan was a Snap on Dealer and Mitch was a customer
• Chris Chesney was also a Snap On Dealer. They kept you in debt so you got up everyday and went to workYou had to pay so you collected from your customer everyday
• New Tech: Chrysler Electronic Ignition. No points and condensers. “Space Age Tech!!”
• If you did not have a feeler gauge you used a match book cover
• Sun engine analyzer. These guys are still waiting to learn how to use it
• As is typical with each decade or new advances in technology many did not believe it would last
• Bear static balancer and BADA Bubble Balancer to balance tires
• New electronic balancer was about $6,000 at that timeTook forever to sell one and to get a shop to buy one
• These guys pumped a lot of gas. Most shops sold gas.
• Learning how it works was an incurable passion for these guys
• Chris Chesney loved the new tech 
• The more cars at the pumps the more cars came into the bays. The gas pumps was ‘social media’ back in the day
•  Mitch won a bet if he could field strip a carburetor, $100It took skill to rebuild a carburetor
• Electrical and carburetor shops were specialists in the dayThey used a growler to grind the armature
• Curiosity drove the technician of the day
• To the consumer nothing has changed.My car is broke, fix it
• Training was big at dealerships back in the 70’s
• General Motors Training Center that provided training to dealer techs also provided training to the independent via their AC/Delco product division
•  Some training came from the parts people that was more of product training then technical
• Everyone was in street racing or drag racing
• The techs of the day in the 70’s loved the machine called the automotible
• We need to start attracting young people into our industry
• Motor and Chilon were the repair manuals necessary to repair cars of the time 
• Be careful and mindful of the solvents you are working with.Wear gloves, glasses and steel toed shoes

Resources:

• A special thanks to Chris Chesney, Mitch Schneider, Maylan Newton, Bob Pulverenty, and Jerry Kezhaya for their contribution to the aftermarket.
• 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.

Buy me a coffee

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

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

Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California.

With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE.

Scott is the founder of diag.net. Find other episodes that have featured Scott HERE.  Diag.Net HERE

Chris Chesney is theDirector of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member. Visit Chris’s previous episodes HERE.

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.

Key Talking Points:

• How autonomous vehicles impact traffic flow/infrastructure as they are introducedData is mined and used with A.I. can mitigate traffic problems, increase fuel economy and provide more safety- the vehicle isn’t changing much, leveraging data
• Tracking braking/accelerating/cruise control- adding autonomous vehicles with regular driver vehicles can improve fuel economy. Could save adding lanes to highways
• Software and camera can project and predict where the walker is going while texting
• Cameras need to eventually learn and decipher between the truck and school bus or car and police car- pattern recognition 
• Tesla Model 3- camera in the center on inside to monitor passengers in future
• Reducing demand on the driver- the driver can be more productive doing other things during commute
• DSRC-Digital short-range communication faster than 5G, proven and consistent, non-cellular 
• Southwest Research Institute- complex of buildings working on technology Started in 1947
• 39% NASA
• 19-20% Military or transportation

Resources:

• Thanks to Scott Brown, Chris Chesney, and Dwayne 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.
• Love what we do, buy a cup of coffee HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 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, 2020 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

Chris Chesney is theDirector of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member.
Visit Chris’s previous episodes HERE.

Anthony Williams is a Special Projects Manager at Advance Auto Parts, Colorado Springs, Colorado.

This episode recorded at Vision 2019 in KC brings you into the loop on Automotive Institute of Science and Technology (AIST) in Colorado Springs, CO. This new ‘non-traditional’ public charter school that will use the P-TECH model (Pathways in Technology Early College High School), designed to provide students the foundation they need to be successful in the automotive aftermarket industry when they graduate.

Students will be able to enroll in a 4- or 6-year program, starting their freshman year of high school through their second year of college and all publicly funded. AIST will offer students three pathways: Automotive Technology, Business, or Engineering (mechanical and electrical) and will be project based.

Key Talking Points:

• All-encompassing school- reinventing automotive education
  • Create stand-alone STEM programs
  • All education is for career preparation
  • Broke apart automotive program and spread out over everything
  • No more English or math classes- have project instead than inside of project your English lessons will be taught
    • Example: CSI project
      • Work with police and fire department- showcase car accidents (texting and driving)
      • Recreate accidents on the property, have students figure out what happened- redraw skidmarks, staging dummies, etc
      • Learn safety contexts of cars- have questions  and ask the teacher
      • Instead of telling students what they need to know you show them a problem and have students ask the questions
  • Creating critical thinkers and problem solvers- gather data and ask the right questions
  • Exploring other avenues besides having a career as a technician (business/technical trades/ engineering pathways)- equal desire for systems and parts counter
  • Prepare the workforce with zero debt
• AIST independent public school- funding from the school district
  • Need industry support- vendor suppliers and partners, competitors

Resources:

• Thanks to Chris Chesney and Anthony Williams 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.
• Automotive Institute of Science and technology Website HERE.
• What is AIST all about HERE.
• Wheatridge High School STEM Program Episode 279
• 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

In the photo above left to right: Tyler Hubbard, Chris Chesney, Greg Buckley, Aaron Stokes, Brian Bates, Carm Capriotto

THE PANEL:

Aaron Stokes

Aaron Stokes is the owner of Auto Fix & Euro Fix, a 6 store chain in the Nashville Tennessee area. He is also the founder of Shop Fix Academy. He has a passion for helping shop owners succeed & his goal is to stop the average small businesses in America from destroying the hard-working small families in America.

• The industry needs to stop eating our young. We need to provide grace to our people when they make a mistake. We all did it and survived. It is a cost of doing business. Accept it.
• Be willing to go through an expensive period.
• Use a foreman model to compensate for diagnostics & reward older techs.
• Stop labeling millennials. They will look up to you and copy you. Careful.
• They do not want to be labeled.
• When you hang out with them compliment then on their vibrancy, youth and energy.
• A technician must treat their body right. What they eat, the exercise they get and if they smoke. They need to take better care of themselves.Grow in your ability to think. Become a shop foreman. Teach the young techs.
• Stop making the trade sound bad by saying ‘You don’t want to be a technician.’
• Give honor to the job of a technician.

Tyler Hubbard

Tyler began working for I-70 Auto Service in August of 2009 where he found his passion for the automotive industry. He is an ASE certified service adviser and an AAM accredited automotive manager. Currently, as a third-generation owner, Tyler is focused on ways to continue to improve and challenge our industry. During Tyler’s collegiate career, I was a 2 time all-American and national champion in wrestling. During my Senior season, I lead our team to a team national championship.

• Mentor Young TechniciansTyler wants to see his people succeed in life.
• He knows what each of his people’s life goals are and is working to help them meet them.
• Career Path for employees.
• Unique Retention Methods.
• Make out companies exciting to work for.
• We must provide benefits like a boot allowance, retirement, health care, dental options and more. Work these programs into your budget. Most of the times you can afford these programs.

Greg Buckley

Greg Buckley is the CEO of Buckley’s Personalized Auto Care in Wilmington, DE. He’s a member of ASA, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development group.

• Not the only trade or profession that is having an issue with training.
• No board members on our associations from education
• We need a new religion.Look at other industries and find out what we can do to support them.
• Learn what other industries are doing that will work for you.

Chris Cheney

Sr. Director, Customer Training at the Carquest Technical Institute

• Orientation is not Onboarding!
• Planning for growth/expansion includes your team
• A structured career pathway for all positions
• A well defined and promoted advancement process
• ALL tools and equipment provided by the shop
• Establish a mentorship program for life.
• Our negative attitude over our jobs and careers is killing the industry.We are an important part of the economy in supporting safe and reliable transportation for the motoring public and beyond.

Brian Bates

Brian Bates, AAM is the owner of three Eagle Automotive in the Southwest Denver area and began his career in 1996 working as a technician in a dealership. Brian is an ASE L1 Master Technician. Brian earned BA Degree in Business Management in 2000, and bought his 1st shop in 2004.

Last year, Eagle Automotive earned Napa’s national Autocare of the Year award as well as one of the top 10 AAA shops in Colorado.

• Company purpose, vision, values, and operating principles are critical for retention and attraction
• Understanding basic human motivation is important. Maslow and Herzberg assert fundamental principles in this space.
• Career pathing, professional development investment, and a focus on growth is a huge factor for attraction and retention.
• A quality culture inside your company is talked about in the technician network.
• Know your team members goals and help them reach their goals both business and personal. It is a very noble purpose. Your people need to know that they are working hard to reach their goals and make the company stronger.

This panel agrees that buying tools for your technicians, especially your entry level, is a must.

• Working with your tool supplier when you buy cash will get you a big value.
• Techs can no longer deduct their tool purchases on their taxes. This is a change in the 2019 tax law change.  

Resources:

• Thanks to Tyler Hubbard, Chris Chesney, Greg Buckley, Aaron Stokes and Brian Bates 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

To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com.

• What was your best take-a-way from Vision
• Did you get your Vision shirt that supports scholarships
• Thanks:
• • Thanks to Sheri Hamilton, Jerry Holcom, Joe Severt and Ron Haugen for such a great event and for having me lead the Power Panel.
  • Look for an upcoming episode with
    • Tyler Hubbard, Chris Cheney, Greg Buckley, Aaron Stokes and Brian Bates
• Many great interviews were done at Vision along with recording some For The Record Rants
  • Let me drop a few names on you:
    • Rob Morrell
    • Mark Warren
    • Rob Rowsell
    • Anthony Williams
    • Chris Chesney
    • Jorge Menchu
    • Scott Brown
    • Matt Fanslow
    • Justin Morgan
    • Scott Shotton
    • Dave Denman
    • Eric Ziegler
    • Brian Bates
    • Tyler Hubbard
    • Aaron Stokes
    • Greg Buckley
    • Jennifer Filzen
    • Keith Williamson
    • Kim Walker
• So we can keep the energy up, I need you to share the podcast with your peers. Don’t hold it back. Rising tide lift all ships. We are in a renaissance to improve our industry like never before. Networking, business coaches, twenty groups and the RRR podcasts are important tools for business and personal improvement.
• Always looking to hear from you about topics, interview, your opinions or maybe it is your time to be on the podcast …. carm@remarkableresults.biz

• Plans for Vision KC 2019
  • Get your ‘Tribe Sticker’
  • Be on a CarmCast broadcast live. Details being work out.
  • Moderating the ‘Power Panel’ Friday, March 1st, 2019, Noon – 2 PM
    • Greg Buckley
    • Brian Bates
    • Aaron Stokes
    • Chris Chesney
    • Tyler Hubbard
  • Live Broadcast of Town Hall Academy on Friday. Time to be determined.
• Great tip to Vancouver and time with the Integra Tire Annual Member Meeting.



Chris Chesney is the Senior Director of Customer Training, CARQUEST Technical Institute, and a NASTF board member and a member of the ‘Road To Great Technician’ project.  Listen to Chris’s previous episodes HERE.

Lucas Underwood is an Automotive diagnostic specialist, shop owner, and foreman. He owns L & N Performance Auto Repair, Blowing Rock, NC  was Founded In 2008 As A Diesel Performance Shop – Over The Past 10 Years, The Facility Has Transformed Into A Full-Service Automotive Repair Facility. Offering Repairs On All Makes & Models, Gas And Diesel.

Carlo Sabucco started in 1994 after attending several years at Ryerson University for business. Thereafter graduated Mohawk college Automotive Tech Program.  Carlo has devoted a great amount of time surrounding himself with some of the greatest shop owners in the market. Over the years, Carlo attended training from Bob Greenwood to Cecil Bullard, Dave Schedin, Elite and group process with Jim Murphy, thru to Kelly Bennett, now he is with ShopPros. Today Carlo operates Sils Complete Auto Care Centre, a successful 8 bay facility, approx 7,000 square feet on the east side of Oakville, Ontario. Listen to Carl’s previous episodes HERE.

Paul Marquardt Started in this business in 1979 as a pump jockey and lube tech. Paul attended various training over the years, some of it daytime training 4 hours travel time. He bought the business Northwoods Auto Techs, Rhinelander, WI, in 1990 and in 1995 expanded from 2 bays to 5 bays and became a NAPA Autocare center at the same time. He was the NAPA Stevens Point NAPA ASE Tech of the Year from 1999 through 2008 and was the National NAPA ASE Tech of the Year for 2010. Paul Joined the NAPA Autotech training team around 2011 as a contract trainer and have been doing that as well as keeping the business going. 

Key Talking Points:

• Daytime training model
  • A fresh set of eyes, after a nights rest, delivers better knowledge transfer.
  • Dealerships are doing daytime.
  • Young technicians want to know what your training commitment is.
    • They want to know if they’ll be paid to go to training.
    • They want work-life balance. They don’t live to work they work to live.
  • We need to schedule effectively when we lose a technician to daytime training
  • If the shop owners commit to daytime training the training companies will be there to meet that demand.
• Night Time Training
  • We need to change the culture of training. Night time is not working.
    • So many in the class have half mast eyelids. How much training are they getting.
• Overall message
  • We need to move to a competency training model
  • Training costs too much. Some shops don’t budget for training
  • Technicians need to be compensated for attending training no matter what time of day.
  • Training is a differentiator when hiring and keeping technicians
  • Training is an investment not an expense
  • Schedule around daytime training. Don’t put your shop in a hole when a technician is at training. No different than the sudden sick day.
  • Private training is being done in local markets
    • A group of owners are pooling their money and hiring a top training.
    • Get about 10 shops in the market to split the cost
    • Requiring hands on training, as this become a trend.
    • Smaller groups get a better experience
  • You need a learning plan for your team
    • It must be based on need
    • In small bite size segments
  • Training must be attacked with a strategy and a plan
  • Having a strong training culture can bring potential techs who want to work for you to your business
  • Do your techs know why they are going to training?
  • We need to challenge ourselves and the industry trainers to bring more daytime and hands-on training
  • Hands on is critical after a class. Owner needs to ask their tech to perform some of the tasks that were taught in class. Without hands on the knowledge transfer is minimized. Follow up and follow through
    • Teaching the principles of the class to the rest of the team will benefit the ROI of the training  
    • Carlo Sabucco is taking is team to Vision KC 2019. He will close his shop. The value he sees:
      • Knowledge
      • Networking
      • Training culture commitment
      • Socializing
      • Expose your team to the best trainers in the industry
  • Involve your high-school and college instructors in your classes.  

Resources:

• A special thanks to Chris, Lucas, Carlo, and  Paul 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.

RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.

Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.

Donny Seyfer the executive officer of NASTF  (National Automotive Service Task Force) and Partner in Seyfer Automotive in Wheatridge, CO. Listen to Donny’s previous episodes HERE.

Chris Chesney is the Senior Director of Customer Training, CARQUEST Technical Institute, and a NASTF board member and a member of the ‘Road To Great Technician’ project.  Listen to Chris’s previous episodes HERE.

Jill Saunders is Curriculum Developer, Toyota Motor Sales, North America and a member of the ‘Road To Great Technicians’ project. Listen to Jill’s previous episodes HERE.

Kyle Holt is the President of S/P2 (sp2.org). S/P2 serves businesses and career tech schools in the automotive service, collision repair, heavy-duty/diesel, welding, construction, cosmetology, and culinary industries. S/P2 is used by over 175,000 students and employees every year across North America. Listen to Kyle’s previous episodes HERE.

Key Talking Points:

• “There is nothing like a crisis to pull everyone together.” Donny Seyfer
• The entire industry needs to participate in growing and keeping technicians. Dealers are having the same challenge.
  • Churn is not good or acceptable to grow our industry.
• Losing a key technician can cause a big gap in revenue. Finding someone if you are behind the eightball is an expensive problem. Growing talent beforehand and on-going will
• Toyota needs 1400 technicians per year to keep their dealer network supplied. Aftermarket heeds this.
  • Military veterans are a consideration for Toyota.
• It starts at the dinner table. We need to get the word out to everyone who wants to listen.
• When kids are involved in a STEM class and or a youth automotive program they will cross-pollinate their friends. We need to get them involved so we can gain that advantage. Just one tactic to build it from the entry level.
• There is a video game to work on cars now.
• We need to remodel how we educate our students (all trades) from an outcome-based education to a more competency-based or master of a skills-based education system.
  • Give the student to move when they are ready not as a project group.
• Career pathing is to have all students to have the same competencies. All they would have to learn about their new employer is their culture.
• Industry and education need to be attached at the hip.
• Mentoring will be a big part of this plan.
  • We’ll never find mentors if they don’t know how and are paid appropriately.
  • Find a mentoring program at SP/2. Go to SP2.org, send an email and ask for the mentoring system. It is in beta.
  • We need the structure from a mentoring program, but outlining a career path is as important to the next generation of technicians.
• Career-pathing is an industry problem.
  • Entry level technicians need to know how to move up to B tech and A tech and what other directions, such as parts, service.
• Competencies must be identified across the entire industry.
• In the early ’70s, ASE helped keep the government at bay and to engage industry and to create a standard to gauge the knowledge-based of the technician.
• We need to get an electrical diagnosis as simple as righty tighty lefty loosey.
• The industry needs to take its rightful place to support ASE and education.
• The educators need the tools to teach the competency-based skills.
• NASTF’s goal is to connect everyone.
  • There are multiple initiatives going on across the country.
    • Mentoring, Apprentice programs everywhere.
• Service Quality Specialist is a new program being developed by Toyota
  • Creating a new role. Their highest level is Toyota Master Technician (TMT)
  • Make their TMT a salary position so they can mentor and coach technicians. This position will monitor the quality of work they do.
• Our technicians are being poached by other industries that need technicians.
• The entry-level technician developed by NASTF
  • Top shop operators looked at the outline and asked to adopt that person. In other words, they felt the outline was a home run.
• The FAA model of competency may be a perfect choice moving forward. How does it get done is the challenge. The technician gets a new certification from, for example, ASE.
• Jill Saunders is in charge of the Skills USA competition. We can learn from Skills USA which is a hands-on competency based test for secondary and post-secondary students.
  • As an industry, we can support it at a local industry
  • Students also are learning soft skills, like interviewing and writing a resume.
  • Not all who come in our industry do not have support from home.
  • We need to be there to lift the instructors, students and provide ‘in-kind’ donations and support to these institutions who are molding our future technicians.
• The onslaught of technology is putting us at risk because all of that technology is focused on safety. Who’s watching? NHTSA. (Safety and Cybersecurity) We need to get our act together before the government gets involved.
• The collision industry has been told that they will need to have a quality technician working in their shops because of the high tech nature of collision repairs. Consider that the collision industry will be looking to find the best technicians in the industry.
  • There is an opportunity for mechanical shops to partner with collision shops to support their diag needs and mechanical work.
• ADAS technology has the training industry and equipment industry up in arms over what it takes for calibration of ADAS systems.
  • The supplier of the technology in concert with the OE creates the calibration specifications.
  • You must read and have the willingness to follow the directions and the discipline to read all of the OE specs.
  • Technical reading skills will become an important part of training.
  • You must follow OE directions to the letter.
• We need to support education to a higher degree than we’ve been doing. Industry and education must align.
• Anthony Williams has a dream of building PTECH (pathways to technology) School in Colorado Springs. A six-year public high school in partnership with public schools and the automotive industry. Need to build a consortium to build the school.
  • Will include project-based learning models (STEM/STEAM)
  • No traditional classrooms.
  • Will have English, Math and History weaved into projects.
  • Automotive Technology, Business, and Engineering will be the areas of focus selected in their sophomore year.
  • The three R’s: Rigor, Relevance to the automotive industry, Relational (working together in partnership)

Resources:

• Join NASTF (National Automotive Service Task Force) Link to NASTF.ORG
• Thanks to Donny Seyfer, Chris Chesney, Jill Saunders, and Kyle Holt 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.

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This episode is brought to you by Federal-MogulMotorparts 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

The Panel:

Greg Buckley is the CEO and the 50 + year young of  Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.

Chris Chesney is the Senior Director of Customer Training, CARQUEST Technical Institute, and a NASTF board member and a member of the ‘Road To Great Technician’ project.  Listen to Chris’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’s previous episodes HERE.

Key Talking Points

• Chris Chesney: Exciting times to be in the industry.
• Niche vs Specialty
  • With ADAS on the horizon a big opportunity
  • Differentiate yourself by doing the job right the first time. Do the basics right.
• Niche
  • Offer your service in a way that no one else does.
  • A segment in your service that distinguishes yourself so the customer comes back for more.
• Get your act together in your core services before expanding into other services and specialties.
• Tough to give full service and to be the best serving all platforms in the future.
  • Equipment investment and training are factors.
  • Unless you have a specialist in each platform on your team.
• Greg Buckley’s shop is qualified as a child safety seat center and works with many hospitals, companies, and police services as a go-to as an authorized child seat fitment professional.
• Greg also started an up-fitting services division (specialty) working with fire rescue, police and commercial vehicles. He recently up-fitted a fire and rescue gator.
  • He is an automotive services enterprise not just a repair shop and will invest in the right equipment and people, but will always research the opportunity before ever jumping in.
  • Market research based on opportunity and investment is critical.
• Do not bring your hobby to your company. It is tough to make money with your hobby. There are very few exceptions.
• ADAS will be a specialty as we get to move through time.
  • Very precise type of work that will require a large investment.
  • You can serve the collision industry as a local ADAS expert.
  • Five to ten years ADAS will be core.
• Many small business owners get stuck on what is working today.
  • Your current market may get depleted.
  • By looking at emerging market opportunities you can be first to market and dominant player in your market.
• Greg likes to look at the money trail.
  • Apple will be in the mobility business.
  • Europe says that may just have hit peak car sales!
  • We have given up opportunities, as an industry, such as doing radio installs, tinting, and glass as examples. We just want to fix cars, why not everything automotive?
  • Ask your customer. What can I do to help you?
  • Establish the different service points that our clients want help with and to find what the market is telling us.
• Your comfort zone may be holding you back.
• Product based Niche vs. Service Based Niche – Huge Difference.
  • Product Niche’s typically taking more capital and specialized labor
  • Service Niche’s typically required less capital and is easier to shift.
  • Examples:
    • Honda Specialist – Product
    • Brake Specialist – Product
    • Same Day Service Guaranteed or your service is free – Service
    • Emergency 24/7 service – Service
    • Talk to a technician hotline – Service  (interesting idea from Jeremy)
• Chris Chesney:
  • Need to flip education for techs to the mastery of competencies rather than outcomes. One person can’t possibly be an expert at everything. Growing techs need to consider this. So a technician should have mastered diagnosing load carrying electrical circuits. A Senior technician should have mastered diagnosing inputs and outputs along with logic and strategy while a Master technician should have mastered all things and circuits that carry data via a network.
  • Competency-based education takes the content you’ve been given and putting it into action. The ability to apply a skill to feed your family and be productive.
  • Outcome-based education is to pray that the training you went to will be able to apply that training in the bay.
  • Need to flip education for techs to the mastery of competencies rather than outcomes. One person can’t possibly be an expert at everything. Growing techs need to consider this. So a technician should have mastered diagnosing load carrying electrical circuits. A Senior technician should have mastered diagnosing inputs and outputs along with logic and strategy while a Master technician should have mastered all things and circuits that carry data via a network.   
• How to consider a specialty:
  • Review your three-year strategic plan every year.
  • What is your talent for telling you? Their strengths and weaknesses.
  • Your current investment in people, facility, tools, and equipment.
  • Look at market potential. Do market research.
    • Opportunity. Customer. What do they need   … can you deliver?
    • Competition
    • Margin
    • Profit potential
    • Marketing
    • Availability to parts
    • Technology challenges
    • Create a business case and/or business plan, with a P & L Proforma. You cannot go in blind.
• Keep your eyes open. The shift is coming. Toss out those unprofitable jobs. Clean out your closet.
• Review your current business model. We will survive doing what we always have done.

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