Thanks to our Partner, NAPA Auto Care

Greg Buckley discusses the importance of using analytics and performance metrics in the automotive industry. He draws parallels between managing a sports team and running an auto repair shop, emphasizing the need for owners to understand their team’s strengths and weaknesses. Greg explores the idea of incentivizing performance and accountability, similar to professional athletes. Greg shares his experience with nurturing technicians and the concept of having a “farm team” to develop skills. The conversation also touches on the need for better career pathing, training, and compensation methods to retain talent and improve the industry’s professionalism.

Greg Buckley, owner of Buckley’s Auto Care in Wilmington, and Millsboro DE.  Greg’s previous episodes HERE.

Show Notes

• Introduction to the concept of scorecards (00:02:07) Greg introduces the concept of using scorecards and analytics to measure technician performance.
• Technician performance metrics (00:03:03) Discussion about technicians having access to their performance data and using it for career decisions.
• Contract-based employment (00:04:18) Exploring the idea of creating contracts and incentives based on performance metrics.
• Redefining technician compensation (00:05:20) Discussing the concept of incentives and redefining technician compensation based on performance.
• Building a career path (00:06:20) Exploring the idea of building a career path for technicians based on performance metrics.
• The role of analytics in decision-making (00:09:56) Drawing parallels between sports analytics and using analytics in the automotive industry.
• Training and certifications (00:11:58) Discussion about using shop management systems to track technician performance and productivity.
• Redefining technician levels (00:15:55) Proposing the idea of redefining technician levels and career pathing within the industry.
• Baseball analogies (00:16:38) Using baseball analogies to explain the concept of developing technicians through different levels.
• Understanding team strengths and weaknesses (00:18:16) Exploring the concept of knowing individual strengths and weaknesses to improve performance and success.
• Grooming technicians and creating career paths (00:19:09) The importance of grooming technicians and creating a career path for their growth and development.
• Enhancing compensation methods (00:25:05) Exploring the need for different methods of compensation to foster team growth and development.
• Agreement and rewards system (00:25:58) Discussing the concept of creating agreements and rewards systems based on performance metrics for technicians.
• Reflecting on baseball and strategic thinking (00:26:52) Reflecting on the strategic thinking involved in baseball and its relevance to business concepts.

Thanks to our Partner, NAPA Auto Care

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

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Greg Buckley and Carm Capriotto discuss the importance of education and communication to our senior communities. Greg shares stories from his own experience, emphasizing the importance of community involvement and customer satisfaction. The intensity and dedication of senior women attending an event shows there is a need to teach for for them to learn.

Show Notes

• (00:09:21) Greg discuss their impressions of the women attending the event and how impressed Greg was by their note-taking and dedication to learning.
•  (00:10:30) The importance of shop owners promoting their profession and industry and encourage others to consider implementing similar educational initiatives.
• (00:24:53) The importance of finding a service provider who treats customers with respect and how to approach a service counter.
• (00:27:43) Greg discusses the different angles and opportunities for his “Drive Safe, Drive Smart, Drive Healthy” program, including collaborating with organizations like the Delaware State Highway Safety Association and AARP.
• (00:30:42) Greg discusses the benefits of incorporating these topics into the service advisor training.
• (00:35:02) Greg talks about using social media, specifically live videos, to showcase educational content and safety issues encountered at his shop. He mentions obtaining permission from customers to use their videos for marketing purposes.
• (00:35:35) Greg shares a story about a customer who was surprised by a $600 bill after an inspection of her car. Greg discusses how he handled a customer complaint and how it led to positive word-of-mouth referrals.
• (00:41:11) Greg talks about the success of his new store in Millsboro, Delaware and the importance of community involvement and giving back.

Thanks to our Partner, NAPA Auto Care

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

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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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On Record with Greg Buckley. Greg discusses extended car warranties. You must educate your customer!

Watch Full Video Episode HERE

Greg Buckley, owner of Buckley’s Auto Care in Wilmington, and Millsboro DE.  Greg’s previous episodes HERE.

Show Notes:  

• Extended warranty- used car market has been hot over the last few years. People want a ‘protection’
• What types of companies underwrite policies? 
• You must educate the customer on what they already purchased for their vehicle- most contracts are limited 
• Ask for a copy of the contract, review it, look for ‘what’s not covered,’ and explain to customer. Additional testing time? Labor? Rust? 
• “Do your own warranty” before you fall into the marketing funnel of extended warranties 
• Are these customers one and done? Only repairing what is covered and not doing proper maintenance. 
• Better margins with OE for warranty claims
• You must have oil change records- regular service receipts

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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

Guest host and shop tour with Greg Buckley, Buckley’s Auto Care, 2 locations, Delaware. Tour Greg’s second location (including the Penthouse) and find out why he calls it “Lower Slower Delaware.”

Watch Episode HERE

Greg Buckley, owner of Buckley’s Auto Care in Wilmington, and Millsboro DE.  Greg’s previous episodes HERE.

Show Notes:  

• Second location- opened 5 months ago, LSD (lower slower Delaware), retiree community, relaxed customers]
• 2023 goal- honing in on an established enterprise (family enterprise), a shift in mindset 
• Staffing- honest during interviews, guaranteed salary to get through the interim period. Younger staff than the North location, challenging themselves with different repairs. Learning through resources
• The Perfect Second Location – Greg Buckley [RR 785]

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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

Sometimes the best opportunities happen when you’re not even looking for it. Greg Buckley wasn’t searching for a second location, but a gold mine fell on his lap for the taking. The business he purchased was run as a hobby without any records. Find out how and why Greg took on this second location, 85 miles away from his 1st location.

Greg Buckley, owner of Buckley’s Auto Care in Wilmington, and Millsboro DE.  Greg’s previous episodes HERE.

Key Talking Points

• The second location has 2000 square foot apartment above the shop- 85 miles from the original location
• Booming growth in Delaware
• “It’s not where the puck is, it’s where the puck is going to be”
• Homework- worked for a week with the owners, asked for P & L sheets, taxes etc
• 3 part deal- 450K for real estate property, 113K for equipment, 227K for goodwill. Hold mortgage for 7 years. Went to the settlement with 40K 
• No records- customers, parts, work orders are estimates only then disappeared with no final invoice
• Paying employees- the pressure is on the owner to provide opportunities for them to succeed 
• LSD (lower slower Delaware)- adjusting to the different timelines with parts availability and customers have a slower timeframe to get their vehicles back
• Challenges- seeing cars with cheap part repairs, introducing DVI’s to customers
• ARO- close to 1K  
• Run your business as a business, not a hobby 

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Buy me a coffee

Important Books

Check out today’s partner:

Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com

Communication is one of the biggest problems in human relationships and among a working team inside your business. We are talking about “the power of top internal communication, front to the back of the shop and with your customer. My panel speaks about the process, communication tools, and how a well-oiled communication system makes for satisfied employees and a top customer experience

Greg Buckley, owner of Buckley’s Auto Care in Wilmington, DE.  Greg’s previous episodes HERE.

https://www.buckleysautocare.com/

Bryan Kelley, owner of Valley Automotive Repair & Electric, Covington, WA. Bryan’s previous episodes HERE.    https://valleyautoelectric.com/

Watch on Youtube HERE

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Important Books

I’m bringing my power panel back for an important and often overlooked topic, getting healthy. Do you exercise if so what kind of exercise are you getting? My panel explains what they do.  How long does it take to get results? How does stress affect our health? How do you curb cravings? My panel shares their routines and challenges. Don’t wait until there’s a health scare to change, lead a healthier life.

Greg Buckley, owner of Buckley’s Auto Care in Wilmington, DE.  Greg’s previous episodes HERE.

https://www.buckleysautocare.com/

Bryan Kelley, owner of Valley Automotive Repair & Electric, Covington, WA. Bryan’s previous episodes HERE.

https://valleyautoelectric.com/

Watch on Youtube HERE

• Physical activity- consistency, find your niche and make a routine 
• Being healthy from the inside out, what are you putting into your body?
• Annual physicals/bloodwork 
• Controlling eating at restaurants- take home leftovers
• Managing stress- your body produces cholesterol when stressed. Use exercise as a release.
• Be comfortable being uncomfortable- exercising and starting a healthier diet

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Important Books

Key Talking Points

• Perseverance through COVID 19  
• Trends- becoming multi-shop owner when the time is right
• Poor systems with great people, great systems will struggle with poor people
• Trust is key- nothing happens without it
• “No one can do it better than I can” 
• Delegate- decisions, shop management 
• Plan- overarching plan for employees and for the business
• Communication- how will the plans be executed? You have to hear twice as much as you give out. Ask, Ask Ask, instead of Tell, Tell, Tell. 
• Who is the face of your business?
• EV- don’t be afraid of EV, things will need to be repaired. Coastal cities have the oldest infrastructures, houses may need to be retrofitted. 
• Work-life balance is “seasons” balancing means something is giving. No one can perfectly balance everything. Make sure your schedule both personal and professional things
• Recharge- change of environment, travel, family time

Connect with the show:

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Important Books

The Panel

Greg Buckley is the CEO of the 50 + year young Buckley 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 groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.

Bryan Kelley, owner of Valley Automotive Electric, Covington, WA. The current chairman of NWACA, the North West Auto Care Alliance. Bryan’s previous episodes HERE.

Greg Buckley is the CEO of the 50 + year young 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.

John Manelas and wife, Karen Manelas, purchased their first location in April 2004. They expanded into their 2nd location in 2011. They bought out a former 20 group member in Maine in 2013 as their 3rd location. They purchased a former Chevy/Chrysler 14 bay dealership in 2014. In 2016, they purchased an import auto service business and converted it to an Auto Care Plus (store #5). In 2017, they purchased a Volvo Specialty Repair Shop which they decided to then re-brand and create a new brand for us calling it Euro Care Plus. In 2019, we did our first non-acquisition “build to suit” venture erecting an 8 bay facility with upstairs offices for their Corporate headquarters. They also decided to lease the rest of that building where we are preparing to open a Hybrid/EV specialty division to be named Electrified Auto Care. They now have 7 locations (5 of which they own the dirt). 6 Locations in NH and one in ME. Listen to John’s previous episodes HERE.

Gene Morrill, owner of Certified Automotive in Glendora, CA. Hear Gene’s previous episodes HERE.

Donnie Hudson, owner of Troy Auto Care, 3 locations, Troy, MI. Listen to Donnie’s previous episodes HERE

Key Talking Points

• Labor- the cost of labor is the only thing we have left to control. Most profitable, but how many minutes walk out the door daily? Track the cost of the minutes wasted- $5 per minute. You can’t put a price tag on a technician’s ability. How do you affect efficiency? 1 person working 8 hours- 7.2 hours per day of production at 125% efficiency which equals 9 hours per day production.  
• Managed chaos? Don’t make promises you can’t deliver on. Giving customer’s hope that you’ll look at their car but not promising same day repair because you’re unsure of what repair will be
• The younger generation- typically wants structure and not be “beat up” every minute of the day. 
• Dealership vs independent- dissatisfaction in the dealership world. Benefits and the work environment for independent shops is unparalleled. Technicians aren’t “machines” that are rented. 
• Career opportunity- showing path after school outside of attending colleges. Did you know technicians can make more than engineers? Consider onboard quick applications for career days. 
• The professionalism of industry- be proud of industry and craft. Be passionate. Anyone can open an auto repair business without being trained or licensed or certified. Accomplish your goals with help (groups, network, training). There are no secrets.
• DVI’s- embrace it, the most important part is the pictures and inspection is sent to customers. Visualization of issues brings a different perspective to customers. “Seeing is believing.” DVI pictures can also be used in your social media marketing campaigns for future customers to see. “Letting the car tell the story, DVI writes the tale for us.” Helps customers manage their budget for repairs when they can get updated on what is still in working order and what needs to be repaired. 4,000 cars per year with per 7 locations by $100 ticket increase sales= $2.8 million in an increase of sales. 

• A special thanks to Greg Buckley, John Manelas, Gene Morrill and Donnie Hudson 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

• Colleen Yarger
  • New Shop Owner January 2021
  • Owns Marks Independent Service, Chatsworth, CA
  • The youngest member of this panel
• Carolyn Coquillette
  • Luscious Garage, San Fransico
  • CEO Shop-Ware
• Esteban Gonzales
  • Proshop Automotive, Colton, CA
• Matthew Lachowitzer
  • Matt’s Automotive Service Center, North Dakota, Minnesota
  • Multi-Shop Operator, 5 Locations includes Collision Shop
• Greg Buckley
  • Buckley’s Auto Care
  • Grooming the third generation of family
• Scott Brown
  • Shop Owner, Connie and Dicks, Claremont, CA
  • CEO Diagnostic Network
• Frank Leutz
  • Desert Car Care, Chandler, AZ
  • Wrench Nation Radio show and podcast
• Seth Thorson
  • Euro-Tech Auto Service, New Brighton, MN, Multi-Shop Owner
  • LMV Bavarian, BMW Tech Support Company

Thanks to ASCCA – Automotive Service Councils of California
Link to Youtube:

Talking Points:

Greg Buckley

• Are we as a profession proactive or reactive to change? Some are miles ahead while others won’t get out of the gate. Why? Is it a mindset? Opportunity? or do some think it’s time for a sunset. 
• It’s not so much what we do has changed, but how we do it certainly has. 
• Are there collaborations or partnerships that will be needed for our success that we don’t even know yet? 
• Less shops / more cars / lower ARO?
• And again – Miles Driven Per Capita vs Volume Of Miles Driven. Miles driven won’t necessarily decrease in the future, in fact, they’ll probably increase. But who will be driving them? Individuals, fleets, autonomous?   

Colleen Yarger

• Technician training internal and external for ADAS and Electric Cars. 
  • I’m working on hosting ADAS classes at the shop along with purchasing a connecting shop to support the parameters for calibrating these cars.
• Creating a more ‘on-demand’ guest experience. 
  • Text message capability with after-hour support. A web portal that will allow people to speak directly to me. And of course, using Shopware!
• Setting clear defined goals for my team and hiring like-minded individuals. 
  • We all want multiple shop locations 🙂 

Matt Lachowitzer

• Small shops will have the biggest challenge to keep up. Most of these won’t be able to afford to and as you stated, there will ultimately be way fewer shops in the future.
• The technician shortage continues to grow, how are we going to be able to staff our stores with the top talent?
• More and more people are leasing than ever before, how do we adapt?
• How do we continue to move away from just fixing cars and making ourselves stand out and be an experience and a destination for our guests so we aren’t a commodity?
• How do we as an industry continue to grow and keep up with the constant change?
• How do we continue to provide the best training available to our teams?

Scott Brown

• Technical challenges – If you’re a multi-carline shop I can only see it becoming extremely difficult to maintain the technical competencies required to deliver professional-grade service.
• One of the drivers of the 1st bullet is the lack of highly qualified technicians. Some OEM’s provide the framework for growth, on the independent side not so much. NASTF’s vision for Road to Great Technicians is a great starting point.
• Consumers – The automobile is one of the most complex devices most humans interact with daily and most don’t understand the technical competencies a service provider must possess in order to properly service their vehicle. 

 Frank Leutz

The Future Concept. Every Service Experience Point We Thought we Knew Changes Completely

• The future will entail a much more consumer based experience with themes leading away from the actual service work and more towards “Charge & Chill” “Vibe & Drive” , “Pit & Lit” , “Volt & Jolt”,   –I
  • Investment and Training in Hospitality Critical (aside from the normal TECH Training)
  • Partnerships with Restaurants Concepts 
•  Increasing Value in The Marketplace 
  • Replacing the Oil Service With Family Fun Based Experiences
  • Battery Disposal Services 
  • Vehicle-Based Subscription Partnerships 

Carolyn Coquillette

• The pace of technical innovation is not going to slow.  We must adapt or die.
• Good news is that we are the technologists.  That’s good job security.  
• As we figure out how to adapt, health care is a good potential reference point: how it is facing this challenge in a similar way, enabling humans to make sound decisions based on their own priorities.
• Additionally, jumping onto what Greg and Matt mentioned, participation in networks is going to be essential, both for car count (future fleets) and technical support (avoiding isolation, esp. for smaller shops).  Enter cloud-based shop management, technician forums, industry advocacy, and associations, all of which are represented here on this panel.

Greg Buckley is the CEO of the 50 + year young 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.

Gene Morrill, owner of Certified Automotive in Glendora, CA. Hear Gene’s previous episodes HERE.

Joe Marconi, Osceola Garage, Baldwin Place, NY (Coach with Elite Worldwide). Joe’s Episodes HERE.

Key Talking Points:

• You need a survival guide for 2021We’ve never been thru anything like this
• It ain’t over yet
• Proactive about letting customers know we are open
• “Move the Dang Couch” (do something different)
• What should we maintain doing what we’ve been doing (in 2020)We’re not immune to any kind of economic downturn
• Look at what happened, see how well we were prepared for it
• Move forward, learn from it, and put a plan in place
• Fundamentals… Moving into 2021 you don’t want to reinvent themFall back on what has worked in the past
• Knowing your margins, knowing your KPI, knowing your team
• Hone in on your fundamentals
• Stop being reactive and be proactiveMoving the couch is being proactive
• Join an organization
• Talk to friends that own shops
• Be forward thinking as much as possible
• Getting burned sometimes is not a bad thing to learn a lesson
• Is 2020 the year to admit that we don’t know what we don’t knowIt takes ego
• Encourage to ask the questions
• People are willing to teach
• Maintain your marketing thru tough times
• Maintain your resolve, maintain your resilience, maintain business as usual
• Look back at 2021, learn from it and push forward
• Walk with us down the 2021 mentalityLoaner cars for customers
• Contactless operations such as payment
• Refocus on client base that you already have
• What service can we provide in a lower mile environment  
• Customer service and e-commerceA lot of things went wrong in December
• A good thing is to go back to roots, quality of service
• Technology cannot replace quality of service
• Understand who the customer is
• Is it time to incentive technicians for training?That’s a loaded question based upon personality types
• Build training into your culture
• Alot of unknown going into 2021Marketing in 2021
• Notify customer let them know we are open
• Find out who the spenders are
• Expensive marketing campaign, instead…
• Phone call, email, text reminder – costs nothing
• Educating your staff
• Reach out and touch someone in 2021
• Final WordsJoe MarconiWhat’s your crisis continuity plan look like?
• Employee development plan
• Goal setting – what does 2021 look like in June?
• Strive for a plan
• Greg BuckleyMake sure you’re fundamentals are good
• Don’t forget what got you there
• Learn to hit a curveball
• Learn to throw things at a wall to see what sticks
• Make sure you take care of the people that are working for you
• Be better a leader than you are now
• Gene MorrillLet it go
• Don’t be the elephant, be the duck, let the water roll off your back
• Move that couch and try something new
• Get to know friends and owners
• Build a war chest of knowledge with your friends and coaches

Resources:

• A special thanks to Greg Buckley, Gene Morrill, and Joe Marconi for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

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

Welcome to the 600th Episode of Remarkable Results Radio. Enjoy some very candid talk and behind the scenes revelations from some of the very first episodes from my panel.

Along with the fun discussion, the panel dished out some great advice as the podcast continues to set the standard and the tone for aftermarket industry podcasts.

Our longevity is a testament to the leaders from every segment of the industry who have shared so that others have gained. We will continue to bring thought piercing issues and commentaries so that you grow your business acumen. As I said and I mean it from the bottom of my heart, this podcast is dedicated to you for “listening and learning” and for letting me know how much our content means to you. And a big shout out to the sponsors who make the podcast a reality. Please support them.

We’ve reached these milestones, besides the 600th RRR, the 200th Town Hall Academy and the start of Aftermarket Weekly this year only because you are there and use this resource

The Panel:

Greg Buckley is the CEO of the 50 + year young 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.

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.

G Jerry Truglia is well known for his automotive training through his company ATTS: Automotive Technician Training Services, where he covers topics ranging from hybrid vehicles, electricity, to Heavy Duty Truck repair. G is also a very proud founding member of the non-for profit Technician Service Training group. G Jerry Truglia Previous Episodes HERE.

Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. Bob is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. Bob’s previous episodes are HERE.

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

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose drivability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Matt’s Previous Episodes HERE.

Key Talking Points:

• Collectively this group participated in over 138 episodes from one on one or in panels on either Remarkable Results Radio, the Town Hall Academy, or For The Record Podcasts
• Thank you to all who have shared their wisdom, advice, insights who have made the podcast such a success
• Matt Fanslow: “This podcast is here for people who are actively trying to improve themselves.”
• Carm discovered his confidence and style improved over the years.
• G Jerry Truglia, TST, was a huge inspiration for the show For The Record. We recorded the first episode at Vision. 
• Dwyane Myers, Dynamic Automotive, was on episode two with his partners. They had three locations at the time.Funny story. I asked each to mention their name before they talk. Early jitters with the show to be perfect
• The early days were very sophomoric. 
• “New Normal” will still be virtual- cut down on travel expenses and time, can listen to audio and training through headphones wherever they are, especially the younger generation. The downside is missing the people involved with going to training and networking.
• Greg Buckley can connect many things in life to how we need to work in our daily lives. In his words, ‘We are more than a head under the hood’He is a long thinker a visionary
• Take time to think
• Top players in the industry continue to grow. There is more work to do.We need to bring our neighbor competitor into the fold of learning, growing, and leading
• Bob GreenwoodA profession, not a trade. No longer a grease monkey
• Been very consistent in his message
• Kim Auerheimer, CS Automotive, was honored as the Women In Auto Care Shop Owner of the Year 2020Her first interview was easy for her to do
• Younger people appreciate podcasts. Many listen while at work.
• The common theme is they felt comfortable being on the show which allowed them to share deeply
• The big thing about the pandemic is how much we miss the people.   
• Look back to see how far you’ve gone, podcasts in 2015 vs now- an evolution of style and content. Searching for guests and now having people reach out to be on the podcast. Networking and guests becoming friends with other guests because of the podcast. It is also an outlet for people to be transparent, comfortable, and have fun. 
• Connection- breaking down problems and sharing how to solve them and move forward. Shop owners and technicians can connect and stop feeling alone with the problems they face. Camaraderie. 
• Tuning in for training- do they not want it bad enough vs they don’t know how badly they need it. Communication starts with your team first then the client base.  
• Listen to Learn Just One Thing is not a slogan but a mantra for being a perpetual student 

Resources:

• Thanks to Greg Buckley, Dwayne Myers, G Jerry Truglia, Bob Greenwood, Kim Auernheimer, and Matt Fanslow 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.
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

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 me a 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.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever.

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Greg Buckley is the CEO of the 50 + year young 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.

Key Talking Points:

• Get involved with associationsNetworking, training, being heard in your community and in the industry
• Getting inspired National Geographic- learning the root of how thought is generated Nature produces- we translate and learn 
• Communication- being relatable and understanding how to communicate with the person across from you  
• Open yourself up and look from different perspectives
• Everything you do is negotiable- have upper hand by knowing what other person is thinking and understand each other 
• Body language- observe customer body language as they get out of the car , walk in, and express themselves initially. Be able to control the conversation.   
• People speak more than they listen- we have two eyes and two ears for a reason. Listen to learn, not to reply.  
• OctopusEach tentacle is almost independent of itself
• Neurological makeup is similar to a network
• Tentacle will regenerate itself  

Resources:

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

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

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

Learn more about NAPA Smart Sign and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.

• Guest Host, Greg Buckley from Buckley’s Auto Care
• Re-think Your Learning Sources
  • New Techniques to Handle Old Problems
  • New Think: Get to the Root
  • Deep Think: Give Yourself at least 30 minutes of quiet time multiple times each week
• Weekly Fortune
• Trivia: What is the significance of ’40’ in the name of Ford’s 1964 race car the GT40?
• Shop Tour: New Build – Shertz Auto Care, Shertz, TX – Mark Roberts