Thanks to our Partner, Technician Find

Building the dream team in the automotive industry goes beyond hiring technicians—it’s about creating a culture that fosters growth, respect, and development.

Join our panel of shop owners as they share their experiences and strategies in building an outstanding team. Topics include the significance of culture, passive and active recruiting, development through apprenticeship and training programs, and retention strategies like understanding employees’ goals, compensation, and creating an enjoyable work environment.

Want to learn more? Join Chris Lawson’s ‘Repair Shop Growth Systems Live 2024’ May 31st – June 2nd in Mt. Arlington, NJ. https://www.repairshopgrowthsystems.com/

Chris Lawson, TechnicianFind.Com. Chris’ previous episodes HERE

Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Shawn’s previous episodes HERE

Russell Crosby, Russ’s Wrench Auto Repair, Clinton, NJ. Russ’s previous episodes HERE

Rob Morrison, Morrison’s Auto Rite, Jamaica Plain, MA

Roy Niemi, A & D Auto & Body Repair, Haslett, MI

Show Notes

• Watch Full Video Episode
• Repair Shop Growth Systems Live 2024, May 31st – June 2nd, Mt Arlington, NJ: https://www.repairshopgrowthsystems.com
• Attracting Employees (00:00:01) Discussion on strategies and stories for attracting skilled technicians and employees to automotive repair shops.
• Upcoming Summit (00:01:11) Introduction of a summit focused on attracting, growing, and retaining employees in the automotive repair industry. https://www.repairshopgrowthsystems.com/
• Personal Stories of Attraction (00:02:26) Shop owners share personal stories and strategies for attracting and hiring employees, including promoting unique employee benefits and culture.
• Writing Attractive Job Ads (00:10:03) Discussion on the importance of highlighting ongoing training and development opportunities in job ads to attract skilled technicians.
• Employee-Centric Job Ads (00:14:31) Highlighting the core elements that technicians look for in job opportunities, including compensation, growth opportunities, and respect for work-life balance.
• Creating an Apprentice Program (00:16:21) Establishing in-house mechanic apprentice program with local institutions and colleges to attract and develop young technicians.
• Focusing on Personal Growth (00:17:09) Prioritizing individual growth and ambitions, not just automotive knowledge, to attract and retain young staff.
• Hiring and Fostering Culture (00:18:09) Emphasizing the importance of hiring and fostering culture through team involvement in the hiring process and internal recommendations.
• Attracting and Retaining Talent (00:19:43) Introducing TechnicianFind.com as a solution for finding skilled automotive technicians and retaining a strong team.
• Recruitment Strategies (00:21:05) Recruiting individuals with strong work ethic and potential, focusing on personal and professional development, and utilizing mentorship programs.
• Building a Candidate Bench (00:24:17) Emphasizing the importance of keeping and organizing job applications to build a candidate bench for future hiring needs.
• Engaging Families and Open Communication (00:29:00) Involving employees’ families in company activities, promoting honesty and open communication, and addressing personal well-being through a life coach.
• Listening and Individual Management (00:31:14) Highlighting the importance of active listening, intuition, and individualized management to improve employee retention.
• Attracting and Retaining Employees (00:31:57) Strategies for supporting employees’ financial well-being and making work enjoyable.
• Creating a Fun Work Environment (00:32:37) Implementing games, profit-sharing, and unique incentives to make work enjoyable.
• Recruiting and Developing Future Technicians (00:35:40) Strategies for attracting potential superstars from marginal shops and nurturing talent.
• Employee Compensation and Long-Term Care (00:40:33) Ensuring fair compensation and care for long-term employees to retain talent.
• Profit Sharing and Business Understanding (00:45:33) Educating employees about profit sharing and the mechanical perspective of business operations.

Thanks to our Partner, Technician Find

If you are tired of struggling to find skilled automotive technicians for your independent auto repair shop, say goodbye to the endless search and let Technician Find be your solution. We are a ‘Single Stop To Staff Your Shop.’ http://www.technicianfind.com

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Tom Ham, Automotive Management Network. Tom’s previous episodes HERE.

Russell Crosby, Russ’s Wrench Auto Repair, Clinton, NJ. Russ’s previous episodes HERE

Jeff Grassman, Carsmart Auto Service, Sumner, WA. Jeff’s previous episodes HERE

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

Connect with the Podcast

-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

Hear from 3 shop owners that provide financial education for their employees. Setting our employees up for success in life goes beyond signing paychecks.

Watch the Episode on YouTube

John Gustafson, Gustafson Brothers, Huntington Beach, CA. John’s previous episodes HERE

Russell Crosby, Russ’s Wrench Auto Repair, Clinton, NJ. Russ’s previous episodes HERE

Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Listen to Shawn’s previous episodes HERE

Key Talking Points

• Orientation at John’s shop- offer to sponsor each team member’s membership in the Dave Ramsey personal financial series if they choose to participate. John also offers whiteboard sessions to team members or groups of team members on Business Math and another session on Personal Math. The personal math includes the team member on the whiteboard listing their assets, liabilities, after-tax spendable income, expenses, cash flow either pos or neg, 6-month reserve, and investment savings buckets.
• Mentor/mentee thought process- the owner is the mentor
• Lunch and learn with financial advisors, mortgage broker etc
• $100 a month invested at 25 years old, by the time you retire it will be about 1,000,000
• Getting the partner/spouse involved is key
• Transparency with business financial numbers
• Employees sharing with others how the Dave Ramsey Progam has helped
• The stress that is lifted when you can create your budget to be workable
• Social media impact- keeping up with the jones’
• Getting ahead of debt with the debt snowball- paying off debt in order of smallest to largest. When the small debt is paid in full, you roll the minimum payment you were making on that debt into the next smallest debt payment
• Educating the younger generation- setting their future in a positive direction

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:

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

Where did you learn about finances? Did you learn it from your parents? Finances are one of the most important elements in our lives, yet most of us never really understand it or discuss it with our spouses or employees. Listen to 3 shop owners that make finances a part of the conversation in their business and for their people.

Watch Episode on YouTube

Frank Scandura, Frank’s European, Las Vegas, NV. Frank’s previous episodes HERE.

John Gustafson, Gustafson Brothers, Huntington Beach, CA. John’s previous episodes HERE

Russell Crosby, Russ’s Wrench Auto Repair, Clinton, NJ. Russ’s previous episodes HERE

Key Talking Points

• Finances aren’t taught when growing up from parents or school
• Most don’t have income problems, it’s a spending problem
• What are your payments?
• Freedom and being in charge when you’re debt-free and sitting on cash
• Credit scores will go down as you have cards paid off and stop using as much-
• Buyers remorse and financial stress with a spouse
• People are twice as likely to get divorced with 10k in debt and zero dollars in savings
• We need to teach our team that we can’t outrun debt with higher salaries.
• Finances aren’t a 1 conversation session
• Little debt leads to a lot of debt
• Never intermingle personal and business funds together
• For those of us who have financial planners, invite them to host a lunch and learn about the positive impacts of investing. Host a book club and read books about finances and investing.
• John offers business math and personal math courses and Dave Ramsey course
  • Second round they are welcome to bring their spouse or partner.
  • They are not required to bring exact numbers but should know what they own and what they owe.
  • They should know what they take home from all sources and what their housing, food, credit card payments etc are.
  • They do a net worth calculation, an income, and an expense list to determine cash flow (either positive or negative) then fund reserve and investments.
  • They recommend a 6-month reserve for critical expenses and an investment piggy bank.  Investing is in round 3 when they have money to invest.

Connect with the show:

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

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

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

Key Talking Points

• Being authentic with & about internal self-talk (like the angel & devil on the shoulders that we all have)
• Hiring after growth- does it divide the existing team?
• Screen and filter for core values during interview process- involve the team in the interview process
• Transparency for internal employees and customers
• Stay consistent
• Creating goals together
• “Lead from the front, it’s hard to push a rope”
• Vision won’t go anywhere unless it is shared, written, and in front of everyone every single day. Tie the vision with what people want. 
• Sharing finances and educating employees with their own finances
• Empower employees- act as business owners
• Community-create deep community bonds. Getting your team involved with these endeavors gives them a sense of accomplishment and starts to shape tomorrow’s philanthropists 
• Get connected with other shops
• EOS setting company culture- regularly schedule meeting with same agenda (Weekly, Quarterly, Annual Meeting) Living in a 90 day world. Quarterly one-on-one conversations with bi-directional feedback
• Dream Manager by Mathew Kelly-A business parable about how companies can achieve remarkable results by helping their employees fulfill their dream. Special position within the company to help people dream and execute on those dreams. Help people get what they want in life, Helps you get what you want in life.
• “The Energy Bus Field Guide” Jon Gordon

Connect with the show:

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

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

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

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

The Panel

Russell Crosby is the owner of Russ’s Wrench Auto Repair located in Clinton, NJ. Russ’s previous episodes HERE

William J. DeBoer (Bill Jr.) is Co-owner and Vice President of DeBoer’s Auto Sales & Service. Bill has been responsible for bringing innovations in daily operations to the full-service, high-tech auto repair facility for 20+ years. Bill was able to fuse his passions for technology and cars with a Certificate in Automotive Technology, followed by a B.S. in Business Management from Penn State. Bill is an Accredited Automotive Manager from the Automotive Management Institute as well as a CERTIFIED MASTER DEALER® from the National Independent Automobile Dealers Association. His National Institute for Automotive Service Excellence (ASE) credentials includes: Master Technician, L1 Advanced Engine Performance, P2 Parts Specialist, and X1 Undercar Specialist. Listen to Bill’s podcast episodes HERE.

Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ

• Guest host, Russ Crosby from Russ’s Wrench Auto Repair located in Clinton, NJ.
• Virtual shop tour with Tom Palermo from Preferred Automotive Specialists in Philadelphia, PA
• Trivia Challenge: What car was featured in the movie ‘Smokey and the Bandit?’

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

Fred Gestwicki, Jr, Fix-It With Fred, Canton, OH. Owner / Master Technician. 25 Years of Automotive Experience. ASE Master Technician, Hyundai and Kia Master Technician, Mitsubishi Master Technician. Fred is a graduate of Jackson High School. He worked in dealerships for 15+ years before starting Fix-it With Fred. In his spare time, he enjoys spending time with his wife Jessica and their two sons Eric & Reid. Fred is an active member of his Church Perry Christian Church. Listen to Fred’s previous episodes HERE

Gilda Dyckman, Cars Automotive & Muffler, Redondo Beach, CA, with husband Michael. After 16 years working in the diamond industry, Gilda began her automotive career with Edelbrock in Torrance CA in their purchasing department. From there she joined in my husband’s family business and have been there for 25 years. Listen to Gilda’s previous episodes HERE

Key Talking Points

• Technicians- you must be constantly growing technicians, hire out of local high schools/colleges and grow them. Apprenticeships are key. 
• Shift mindset of the youth- open different pathways besides college education 
• Don’t wait until you lose a technician to hire a technician- being heavy on technicians leads to other opportunities (satellite location, more efficient). It’s not a risk, it’s an investment. No one complains they have too many techs.
• Don’t be afraid to have conversations with other technicians- build trust, if it doesn’t work out they will find another job within a day
• Fear prevents you to go into a new world of greatness- changing positions isn’t comfortable but necessary to grow
• Emerging technology- the future is here, training for new EV vehicles, start a marketing campaign for new clientele and technicians. Educating customers that hybrids need repairs. Look into charging ports. This is your opportunity to gain lifetime clientele. 
• Total lifetime spent- customer personal ARO. Motivation isn’t the bill today but the whole driving career. This is a service industry, not a repair business. What is your mission of the business? Investing in their car invests, in their community. Let them know what you do behind the scenes (helping the community). Put the plaques and newspaper clippings in the shop, Be proud and let your customers know. Be the inspiration.
• Change mindset- we are financial advisors to customer’s investments. Ask customers what their plan is for their vehicle, keeping it forever? Spare car? Are they looking for a new car and need advice?
• A special thanks to Fred Gestwicki Jr, Gilda Dykman and Russell Crosby 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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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 getshopware.com

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

Bruce Howes has specialized in the service of European automobiles since he was 21 years old. He is a Bosch Trained technician, with extensive experience in BMW, Mercedes and Volvo. Bruce’s business background began with his family business, his grandfather owned an automotive repair shop during the 1920s.

In 2003 he opened the Atlantic Motorcar Center in Wiscasset, ME. Bruce leads a team of highly trained and certified technicians. His business takes a rather unique approach to customer service, focusing on relationships with customer and car. Bruce shares “When a customer comes in and spends more time sharing their son’s baseball game, or showing us photos from their last vacation, then I know I’ve done my job.”

Bruce is also a Dale Carnegie graduate and former volunteer with Junior Achievement. Listen to Bruce’s previous episodes HERE

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

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

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

Russell Crosby is the owner of Russ’s Wrench Auto Repair located in Clinton, NJ.

Key Talking Points

• Not meeting customers expectations- losing the opportunity to make it right
• Follow-up calls/email/texts- saying thank you without asking about another appointment, 95% will bring back once you have a conversation. Many won’t let you know what went wrong, reach out and openly accept feedback.  
• 70% of comebacks are communication issues- customer to advisor, advisor to technician, technician to advisor 
• Quality control- tech driving car to verify correction, QC checklist, senior service advisor driving car
• DVI to minimize comebacks- accountability for comebacks and confidence when talking to a customer
• Logging comebacks- google spreadsheet, time/repair/cause. Look for trends in comebacks. Is it trainable?
• More detail the better for service advisors and technicians- service advisors need training on asking customers the right questions 
• Customers often withhold information of what’s wrong or what it’s had done previously because they think it’ll cost less- build rapport and trust with customers and ask open-ended questions for discussion. 
• Let service advisors advise- are they overloaded with estimates/scheduling/answer phone etc? Consider bringing another employee on board. Give them time to talk on the phone and communicate with customers instead of rushing through it. 
• “Caring for cars and people”- value customer and their vehicle 
• Leadership- set goals, get team on board, measure the goals, provide feedback
• Team culture-making mistakes doesn’t mean you’re kicked out the door. Failure is learning. When mistakes happen bring it up when you’re one on one. 
• Perfection doesn’t exist- give grace to customers and employees and make it right. Progress, not perfection. 
• “Perfection is not attainable, but if you chase perfection, we can catch excellence.” Vince Lombardi
• Feedback- ask new customers why they chose you and what is frustrating about repair work? Ask existing customers what frustrates them about owning a vehicle, and what frustrates them about having it serviced
• A special thanks to Bruce Howes, Tom Lambert and Russell Crosby 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  LinkedIn   Instagram  Youtube   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 getshopware.com

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