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

Watch Full Video Episode

Bill Haas of Auto Ignite Management and Matt Wagg of Accelerated Diagnostics and Automotive, who also coaches with Auto Ignite, dive deep into a topic often overlooked yet critically important for automotive repair shops: the power of robust systems and processes.

Too many shops rely on inconsistent, informal methods of “this is how we did it yesterday.” The result? Fluctuating outcomes, missed opportunities, and daily frustration. Imagine four technicians completing a Digital Vehicle Inspection (DVI) in four different ways, which can be confusing for staff, stressful for owners, and costly for customers. The solution is a unified process that everyone follows to deliver consistent results. “Without systems, the owner becomes the system.” Every decision rests on the owner’s shoulders, trapping them in the daily grind.  Leaders must shift from being “needed” to being “required”: their role is to create the environment for success, not micromanage.

• Systems Win Wars: As Carm Capriotto said, strong systems are the foundation of a profitable and enjoyable business.
• Breaking Free from Chaos: Inconsistent methods (“this is how we did it yesterday”) lead to stress, missed opportunities, and fluctuating results.
• The Owner’s Dilemma: Without systems, the owner becomes the system. Matt Wagg’s injury showed the necessity of trusting people and processes.
• Profit Through Process: Profitability is tied directly to defined, repeatable steps. Systems also eliminate business “friction” and make operations easier.
• Key Benefits of Documented Processes: Faster, smoother training & onboarding. Clear accountability for both staff and owners. Ongoing continuous improvement to adapt and grow
• Empower Your Team: Trust the people you’ve hired. Give them processes and training, then step back. Empowered teams drive success, customer satisfaction, and owner freedom.

Takeaway: Strong systems aren’t just about profit; they create happier teams, better customer experiences, and sustainable growth.

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Today’s Class

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

Thanks to our Partner, KUKUI

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

Thanks to our Partner, Pit Crew Loyalty

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

Connect with the Podcast:

• The Aftermarket Radio Network: https://aftermarketradionetwork.com
• Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/
• Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
• Subscribe on YouTube: https://www.youtube.com/carmcapriotto
• Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/
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• Visit the Website: https://remarkableresults.biz/
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• All books mentioned on our podcasts: https://remarkableresults.biz/books
• Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom
• Buy Me a Coffee: https://www.buymeacoffee.com/carm
• Special episode collections: https://remarkableresults.biz/collections
• The Aftermarket Radio Network: https://aftermarketradionetwork.com/
• Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
• Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
• Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
• The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
• The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/
• Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm

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

This episode is all about transformation: how coaching, mindset shifts, and strategic decisions can take a shop from survival mode to real growth. Matt Wagg opens up about his journey from being coached by Bill Haas to becoming a coach himself, and the lessons learned along the way about leadership, profit, and purpose.

Watch Full Video Episode

Key Takeaways:

• Coaching Works: It paid for itself almost immediately and pushed Matt into changes that fueled growth.

• Listen for Real: True success starts with listening, not just to reply, but to understand.

• Differentiate Everything: Even oil changes can be a premium service when properly communicated.

• Profit Fuels Growth: Embrace profitability to invest in tools, reward your team, and scale.

• Owner’s Mindset: Step out of the bays and into leadership with a clear job description.

• Leadership = Responsibility: Owners carry the weight of their team’s livelihoods—accountability matters.

• Teaching to Learn: Coaching others deepened Matt’s own understanding and perspective.

And this is only Part 1! Next time, we’ll dive into systems—because “systems win wars.”

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Today’s Class

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

Thanks to our Partner, KUKUI

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

Thanks to our Partner, Pit Crew Loyalty

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

Connect with the Podcast:

• The Aftermarket Radio Network: https://aftermarketradionetwork.com
• Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/
• Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
• Subscribe on YouTube: https://www.youtube.com/carmcapriotto
• Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/
• Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/
• Follow on X: https://twitter.com/RResultsBiz
• Visit the Website: https://remarkableresults.biz/
• Join our Insider List: https://remarkableresults.biz/insider
• All books mentioned on our podcasts: https://remarkableresults.biz/books
• Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom
• Buy Me a Coffee: https://www.buymeacoffee.com/carm
• Special episode collections: https://remarkableresults.biz/collections
• The Aftermarket Radio Network: https://aftermarketradionetwork.com/
• Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
• Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
• Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
• The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
• The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/
• Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm

YouTube Video: https://www.youtube.com/watch?v=sHno0gsX_YA

Maylan Newton’s family has set aside July 26, 2025, for a special gathering to honor his life and legacy. The event will take place in Southern California, with more details to come. You can find updates and information here.

I’d like to take a few moments to reflect on Maylan’s impact, both on our industry and on me personally.

Whether in a classroom, on a phone call, or standing in front of an audience, Maylan had a way of speaking that was steady, articulate, and always meaningful. His words inspired action, and his delivery made people listen.

He was what I like to call an “unselfish” volunteer—selfless in every way, but so dedicated, like helping others was his only priority. He generously donated his time, especially to SkillsUSA, and never hesitated to jump in when needed. If someone called, Maylan would drop everything to lend a hand, whether that meant covering a counter in a shop or stepping in last minute at a conference.

Over the past decade, we recorded countless podcast episodes together. He shared solo insights, joined panels, and we had many heart-to-heart conversations that reached thousands. His wisdom, energy, and authenticity were unmatched.

Maylan was also the first to nudge me to attend shows, speak on panels, and use my podcast platform to support the industry. He believed in building others up. It didn’t matter who got the credit; what mattered to Maylan was the impact.

He was a champion for everyone in the industry, especially for women. He supported the Amazing Women in Automotive group with enthusiasm, and you could always count on him to drop by their event dinners just to say hello and show his support.

We’re going to miss Maylan deeply. But I believe the true depth of that loss will only grow with time, when we find ourselves in need of guidance and asking, “What would Maylan have said?”

Rest peacefully, my friend.

Find other episodes with Maylan Newton HERE.

Guests joining in this episode to pay tribute to Maylan Newton:

• Suni Osborn, Maylan’s Daughter
• Jeff Knott
• Melisa Patterson (Birdie)
• Rick White
• Cecil Bullard
• Bill Haas
• Vic Tarasik
• Maryann Croce
• Dave Schedin
• Sara Fraser
• Brian Gillis

Thanks to our Partner, NAPA Auto Care

Sara Fraser and Tracy Capriotto discuss their travel experiences and offer practical advice for making work trips more manageable and enjoyable. They cover essential packing items, health and comfort strategies, and the importance of preparation. Their conversation is filled with light-hearted banter and useful insights, aimed at helping listeners navigate the challenges of conference travel, particularly for women in the industry. This episode is a must-listen for anyone gearing up for a busy conference season in the automotive industry.

Sara Fraser, Haas Performance Consulting, Sara’s previous episodes HERE.

Show Notes

• Watch Full Video Episode
• Travel Planning for Conferences (00:00:40) Discussion on the importance of planning for travel during conference season.
• Packing for Comfort (00:02:52) The importance of packing for comfort during long conference days.
• Health Tips for Travelers (00:05:32) Sara talks about using immune support while traveling.
• Pain Relief Solutions (00:07:22) Discussion on using heat patches and biofreeze for back pain relief during travel.
• Steaming Clothes vs. Ironing (00:09:02) Tracy and Sara compare using steamers to traditional ironing for wrinkle-free clothes.
• Makeup Bag Innovations (00:10:54) Tracy reveals her new makeup bag that improves organization and accessibility.
• Stain Removal Tips (00:12:46) Sara introduces a stain remover for makeup spills during travel.
• DIY Nail Care Tips (00:15:17) Advice on performing DIY nail care, including the use of gel polish and mini lamps for travel.
• Importance of Band-Aids (00:17:03) Discussion on the necessity of carrying band-aids to prevent blisters during travel.
• Traveling with Allergy Medications (00:19:58) Tracy emphasizes the importance of bringing allergy medications when traveling to unfamiliar places.
• Lip Care Essentials (00:20:11) The hosts discuss the need for lip balm in dry climates, especially during travel.
• Sewing Kit Necessity (00:20:30) Tracy advises bringing a mini sewing kit to handle wardrobe malfunctions on the go.
• Makeup Removal Tips (00:21:36) Sara introduces the reusable makeup eraser as an eco-friendly travel essential.
• Charger Essentials (00:22:40) Tracy shares a travel tip about always bringing the complete phone charger, not just the cord.
• Noise-Canceling Headphones (00:23:48) Discussion on the benefits of noise-canceling headphones for a better flying experience.
• Traveling with Earplugs (00:24:25) Sara talks about the benefits of using earplugs to manage ear pressure during flights.
• Luggage Tips: Importance of Wheels (00:25:23) Tracy stresses the importance of having four-wheeled luggage for easier maneuverability.
• Choosing the Right Luggage (00:26:38) The benefits of double wheels on luggage for improved travel experience.
• Water Bottle Hack (00:29:22) A recommendation for a spill-proof water bottle that keeps drinks cold.
• Precheck Benefits (00:30:21) Importance of TSA Precheck for easier travel and security experience.
• Jewelry Travel Tips (00:31:47) Discussion on organizing jewelry while traveling and avoiding tangles.
• Liquid IV for Hydration (00:33:48) Use of electrolyte drinks to stay hydrated while traveling.
• Travel Sleep Aids (00:34:58) Sharing tips on using a sound machine and bringing a personal pillow for better sleep.
• Packing Essentials (00:35:37) Discussion on packing strategies, including using a scale for luggage weight.
• Sunscreen Necessity (00:36:29) Importance of sunscreen when traveling to sunny destinations.
• Thigh Rescue Product (00:37:04) Recommendation for a product to prevent chafing while wearing dresses.
• Dry Shampoo for Quick Fixes (00:37:46) The necessity of dry shampoo for quick hair fixes while traveling.
• Magic Erasers for Travel (00:39:53) Using magic erasers for personal hygiene and cleaning while traveling.
• Snack Bag Essentials (00:40:41) Importance of packing snacks for convenience and sharing with others.
• Packing Cubes and Organization (00:41:23) Discussion on using packing cubes for better organization while traveling, including tips on separating clothes.
• Hanger Strategy (00:43:16) Tips on using hangers effectively to minimize wrinkles and maximize organization in luggage.
• Layering for Comfort (00:44:32) Advice on bringing layers for varying temperatures in conference venues, regardless of the location.
• Choosing Conference Outfits (00:45:30) Importance of packing versatile outfits for different conference events, including casual and semi-formal options.
• Planning for Events (00:47:29) Importance of reviewing the conference schedule to plan outfits for various events and unexpected invitations.
• Packing Extra Options (00:49:09) Advice on bringing extra clothing options for comfort and adaptability during long conference days.
• The Role of Shoes (00:50:04) Discussion on packing comfortable shoes for long days and the benefits of changing shoes throughout the day.
• Networking with Business Cards (00:52:23) Tips on keeping business cards handy for networking opportunities and adding personal touches for memorability.
• The Value of Conferences (00:55:09) Conferences make learning enjoyable and essential for personal and professional growth.
• Engaging with Speakers (00:55:56) Listeners are encouraged to approach speakers and hosts at conferences to share tips and connect.
• Collaboration Announcement (00:56:18) Tracy expresses gratitude for co-teaching opportunities with Sara at upcoming conferences.
• Toastmasters Experience (00:57:00)
  Sara highlights the benefits of Toastmasters in boosting confidence and communication skills.

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

Connect with the Podcast:

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Thanks to our Partners, NAPA TRACS, AutoFix Auto Shop Coaching, and Today’s Class

Brin Kline shares his journey from technician to successful shop owner, highlighting the crucial role of his business coach, Bill Haas. They delve into the importance of having an accountability partner, the role of coaching in reducing stress, and how personalized guidance can help shop owners reach their full potential. Perfect for shop owners looking for insights on business coaching, this episode is packed with valuable advice and industry wisdom.

Brin Kline, Shop Owner, Assured Auto Works, Melbourne, FL. Brin’s previous episodes

Bill Haas, Haas Performance Consulting, Bill’s previous episodes HERE.

Show Notes

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Auto-Fix Auto Shop Coaching

Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/

Thanks to our Partner, Today’s Class

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

Connect with the Podcast:

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

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

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

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

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

-Follow on X (Twitter): https://twitter.com/RResultsBiz

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

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

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

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

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

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

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

Connect with the Podcast

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

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

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

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

Connect with the Podcast

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

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

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

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

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

Are you curious about what it’s like to work for your family in the automotive industry? In this episode, Tracy Capriotto, Sara Fraser, and Kent Bullard discuss their journey into the automotive industry, the challenges and pressure to fill their father’s shoes, and the need to find their own paths. They squash the misconception that working for family in the industry is easy and handed to them. It requires hard work and dedication to succeed in the automotive industry, regardless of family connections. They also touch on the challenges of preparing the next generation of professionals in the industry.

Kent Bullard, COO, The Institute. Listen to Kent’s other episodes HERE. kent@wearetheinstitute.com

Sara Fraser, Haas Performance Consulting, Sara’s previous episodes HERE. sfraser0815@gmail.com

Tracy Capriotto, Director of Content/Producer. tracy@remarkableresults.biz

Show Notes

• Watch Full Video Episode HERE
• The Kids Table: The Next Generation in the Automotive Industry (00:01:31)
  Tracy, Sarah, and Kent discuss their plan to start a series on the younger generation’s perspective in the automotive industry.
• Sara’s journey (00:04:25)
  Sara talks about how she started working for her father’s company, from casual conversations to helping out with social media and eventually speaking at events.
• Kent’s journey (00:05:26)
  Kent shares how he stumbled into the automotive industry while doing tech support for Verizon, and how his father offered him a job as a secretary, which eventually led to him becoming the COO and owner of the company.
• Tracy’s journey (00:07:30)
  Tracy talks about how she started working for her father’s podcast, initially helping out part-time with editing before eventually coming on full-time and realizing the many career paths available in the automotive industry.
• Building a career path (00:10:11)
  Kent Bullard talks about building his career path under his father’s guidance.
• Pressure of working for a parent (00:11:31)
  The misconception is that working for a parent is easy
• Addressing the relationship with their fathers (00:12:44)
• Pressure of Filling Shoes (00:16:09-00:17:34)
  Tracy, Kent, and Sarah discuss the pressure they feel to fill their fathers’ shoes in the automotive industry and the challenges they face in doing so.
• Being Yourself (00:17:34)
  Sara talks about the pressure she initially felt to fit into a certain mold when presenting and training, but ultimately learned to be herself.
• Creating Your Own Path (00:20:08)
  Kent emphasizes the importance of the next generation paving their path in the automotive industry and not continuing to do things the way they have been done.
• Working with Family (00:22:54)
  Tracy, Sarah, and Kent discuss the rewards and challenges of working with their fathers and the importance of trust and communication in their relationships.
• Finding Joy in Work (00:25:35)
  Sarah and Kent discuss how they found meaning and purpose in their work, and the importance of doing work you enjoy.
• The Importance of People in the Automotive Industry (00:27:52)
  The importance of people in the automotive industry, and how it is a people industry that happens to fix cars.
• The Power of Networking (00:28:22)
  Sara and Kent discuss the importance of attending industry events and networking, and how it can lead to meeting extraordinary leaders in the industry.
• Surprises in the Industry (00:30:29)
  Kent shares his surprise at the amount of education required for automotive technicians.
• Succession Planning (00:31:39)
  The group discusses the lack of succession planning in the industry and the need for business owners to start thinking about their exit plan from the day they open their shop.
• Being a voice for younger people in the industry (00:34:38)
  Sara suggests discussing topics such as imposter syndrome and pressure that younger people in the industry may face and being transparent about their experiences.

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 www.NAPAAutoCare.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

Recorded Live at Vision 2023, Bill Haas and Sara Fraser discuss strategies for dealing with difficult customers in the automotive industry. They provide tips on identifying warning signs, asking questions, and differentiating between difficult and upset customers. They also emphasize the importance of providing excellent customer service, building trust, and owning up to mistakes. Bonus at the end: a humorous anecdote about the purpose of buttons on a gentleman’s sport coat sleeve.

Bill Haas, Haas Performance Consulting, Bill’s previous episodes HERE.

Sara Fraser, Haas Performance Consulting, Sara’s previous episodes HERE.

Show Notes

• Difficult customers [00:02:04] The different types of difficult customers, how they affect the business, and how to identify warning signs.
• Strategies for dealing with difficult customers [00:03:21] Including not taking it personally, avoiding defensiveness, and providing opportunities for customers to tell their story.
• Differentiating between difficult and upset customers [00:05:54]
• Empowering Employees [00:07:11] Discussion on the importance of empowering employees to handle difficult customers
• Coaching Difficult Customers [00:08:49] The benefits of listening to recorded calls to coach employees on how to handle difficult customers, and the importance of asking the right questions to understand their concerns.
• Dealing with Demanding Customers [00:09:23]
• Control and Frustration [00:13:40] Discussion on how difficult customers often want to be in control of the situation and how frustration can lead to difficult behavior.
• Identifying Difficult Customers [00:14:00] How to identify warning signs of difficult customers and make them feel in control.
• Making a Connection [00:14:36] How to show customers that you care and are on their side, and how to differentiate between difficult and upset customers.
• Dealing with Comebacks [00:16:05] How to handle customers who return with complaints, and why it’s important to own up to mistakes and make things right.
• Customer Service Experiences [00:18:32] The importance of good customer service experiences, and how to connect with upset customers by actively listening and repeating their concerns.
• Empathy and Care [00:21:37] Importance of showing empathy and care towards customers, and empowering employees to do the right thing.
• Customer Service in the Pandemic [00:25:06] Discussion on the impact of the pandemic on customer service, and experiences with short-staffed businesses.
• Key Phrase for Difficult Customers [00:29:01] The guests share a key phrase to use when dealing with difficult customers: “If you give me a moment, I know I can help you.”
• Red Flag Words [00:29:28] The guests discuss the importance of avoiding red flag words when communicating with customers.
• Policy for Dealing with Difficult Customers [00:30:36] The idea of creating a policy for dealing with difficult customers.

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 www.NAPAAutoCare.com

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No one can do everything, but everyone can do something. Raising the image and perception of our industry starts with getting involved with schools. If you’re involved in your local community college or high school, I would like to put out a challenge that you also visit the elementary and middle schools. The students are buzzing with energy, questions, and already have a leg up on technology. If you’re not involved with any schools, what’s stopping you?  You can’t afford to not put your time into students, teachers, and school counselors. The impressions you leave on the youth are critical to creating opportunities for our industry’s future.

Watch the Episode on YouTube

Andy Fiffick, CEO Rad Air, 10-locations, franchise. Listen to Andy’s other episodes HERE

Bill Haas, Owner of Haas Performance Consulting, Bill’s previous episodes HERE.

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

Key Talking Points

• To connect these newest minds to our trades really does begin at the 5th-grade level AND at the dinner table or other places where the discussion needs to be about the opportunities that the service trades are no longer a plan “B”.
• The newer generation truly has a “leg up” as they are ready and are very quick and techy, which then really leaves the “on the job” nuts and bolts experience. This is where an Apprenticeship program is a must for the automotive industry and its future. 
• Craig has 5 technicians from the apprentice program
• Vehicles are more advanced than the Apollo spaceship
• Make sure your presentation includes many questions. It keeps them engaged, and you will learn from their perspective.
• Tell stories, lots of stories. Don’t go into statistics.
• You must get to the teachers and parents
• Working with your hands and mind is rewarding.
• Solving tough problems builds character.
• You can’t afford to not put your time into students and the community- the impressions you leave are critical 
• Raise your hand for any volunteering opportunity

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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

Are you chasing the KPI’s in your business without pausing and diving into what creates those Key Performance Metrics? Are you reviewing repair orders? The amount of data filtered properly from an RO Audit will astound you. Use the data from a Repair Order Audit to refine your business.

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Matt Wagg, Accelerated Diagnostics and Automotive, Bennington, NE, Matt’s previous episodes HERE

Pat Schnaidt, Performance Tune Auto Repair, Fort Collins CO

Bill Haas, Owner of Haas Performance Consulting, Bill’s previous episodes HERE.

Key Talking Points

• When you perform an audit of your invoices, you realize what created the KPIs we pay so much attention to. Puts another set of eyes on your invoices to read the story. “What happened? What did we provide? Are we doing what we should be doing? Are we saying what should be said? Are we meeting what the customer is looking for?” Ensures your advisors are aligned with your business expectations. Don’t assume things are happening because you talked about it once!
• While many of us trust “gut feel” – and that is important to have – math always wins. Data-driven decisions provide insight. Can prove or disprove your gut?
• You have a KPI for parts gross profit. When you audit your invoices, you find the jobs that provide the best parts gross profit. You have a KPI for hours per invoice. The audit identifies the jobs that produce the most hours. Now you understand the work you should be focused on.
• Coaching opportunities- you can see things at a daily point and address them immediately. Technicians with inspection issues, profitability issues, service advisor, declined job tracking, selling maintenance and prescribing it, getting hours per RO up. Magg Wagg coaches daily with email, calls out the good things as well. 
• Discoveries- process flaws, unsold jobs, how little you make on oil service jobs, what is the average mileage of vehicle, selling maintenance jobs, confidence to bring another service advisor on board, creates relationship builder with customers, track trends. Don’t be afraid of change, have open eyes, take the time to evaluate, and you will see a return on the time and investment. 
• Looking at internal processes- Pat identified warranty jobs weren’t being processed correctly. Tracking internally cost of goods.

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Aftermarket Radio Network

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Important Books

Check out today’s partners:

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

How much do you value your time? Your employee’s time? Are you making your decision on your labor rate based on data? My expert panel breaks down a mathematical and strategic way to understand the labor rate that delivers your profit goal.  To view the charts and presentations my guests have prepared, make sure you head to my carm capriotto youtube channel or find the link on the show notes. Once you see the math your decision to set a profitable labor rate will be smarter and easier.

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Dave Kusa, owner of AutoTrend Diagnostics in Campbell, CA. Listen to Dave’s other episodes HERE.

Bill Haas, Owner of Haas Performance Consulting, Listen to Bill’s previous episodes HERE.

Key Talking Points

• Your labor rate is an expression of how much you value your time.
• Raising my labor rate was the worst decision I ever made. Said no one ever!
• Productivity and profitability per technician
• Make decisions based on data
• Prove that your labor rate is right
• Does your team understand where the money goes? “If you don’t share, they don’t care”

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

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