Andy Bizub, Midwest Performance Cars in Chicago is also a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of and started a turnaround. Andy now has two locations. He bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession.

Listen to Andy’s previous episodes HERE.

Joe Jerkins, Owner Westside Auto Pro, Clive, IA. Joe has been in the Automotive Industry since 2007 when he joined a tire and mechanical repair chain store after spending multiple years in grocery store management.  He did not know anything about the industry and had no mechanical background but had a passion for helping people and sales.  After having spent some time there, he joined a dealership as a Service Advisor and quickly rose to the number 1 advisor based on sales at his dealership.  An opportunity as a Service Manager arose at a local repair facility and Joe decided it was time to get back into management as he was getting his legs under him in the automotive world.  After his second child was born, Joe sought an opportunity at his hometown dealership to run the Fixed Operations including Service, Body and helping oversee Parts.  In 2013, after realizing that there was a lot of “wrong” in this industry, generally speaking, he decided it was time for one last try with a shop he knew nothing about called Westside Auto Pros.  Joe was hired as the Service Manager and after a couple of years his title changed to General Manager.  In 2018, Ron Haugen, the owner at the time, and Joe decided to accelerate their 5 year plan of purchase and by October 1^st of that year, Joe was the brand new owner of the already successful Westside Auto Pros.  Westside Auto Pros continues to grow its repair shop as well as its towing and roadside assistance department.

Patrick Ryan, Technician, Eagle Automotive, Columbine Hills, CO, 4 Locations

Key Talking Points

• What is important to dealership technicians transitioning to independent- make it apparent the technician matters in your business. If they quit at the dealership it wouldn’t be noticed. They were “just a number.” Minimal and sometimes decreasing benefits.
• Interviewing dealership tech- discuss your team culture and environment. Many techs bounce from dealership to dealership because they are still finding “their place.”Don’t view working at multiple places as negative necessarily. Show them a path for all ages of your technicians. Don’t have a “cookie-cutter” interview process for all your hires.
• Career change- wanting to grow and be challenged, feel appreciated.
• Millennials/Gen Z- raised with no gravity “everything is great.” Introduce gravity a little at a time. Be taught instead of blocked. Be guided.
• The owner needs to be vulnerable- voice it to your team
• Break down stereotypes of large dealerships
• Technicians will check your social media prior to applying and read customer and employee reviews- promote your shop is a great place to work

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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.

Find Remarkable Results on Your Favorite App HERE

Matthew Haugen, owner of Haugen Racing, had a love for cars since he was born.  His first SEMA Show car at age 16 was a 2008 Toyota Tundra, Since then he’s had over 7 vehicles in the SEMA Show from 1 of 1 Liberty Walk Lamborghini Murcielago to 1JZ swapped Rocket Bunny 350z, dubbed the 351JZ. Matt has been a professional racing drifter since 2017 and has a successful YouTube Channel with 4 uploads per week. Visit https://www.haugenracing.com 

Key Talking Points

• Love for cars at an early ageAt 2 years old he was in a diaper and cowboy boots trying to take off the wheels of his dad’s corvette  
• Started building cars at 18 for SEMA as a hobby
• Attended Bondurant School for high-performance driving 
• Haugen RacingFrom an early age at 4 or 5 years old, Matt knew he wanted to have his own business (father was an entrepreneur and had his own business) 
• After college he launched an ecommerce parts business with a partner- also dabbled in various other startups 
• Received his Master’s degree in entrepreneurship and innovation- started an addiction treatment center- shut down before COVID-19 
• Matt was still racing/drifting/building cars on the side as a hobby and started Haugen Racing as a once a week YouTube video channel- dove into it after treatment center shut down, now has 4 uploads a week and over 45K, subscribers
• Revenue- Sponsorships with racing, YouTube, brand deals, and sells merchandise and has a large fanbase  
• Learning from failuresDoesn’t regret the failures he had- got him to where he is now
• From the different outlets he dabbled in prior, he is now focused on Haugen Racing 
• Didn’t follow the ‘traditional’ post-grad school path and instead carved his own path  
• Advice- you can do anything if you work at it, educate yourself and charge hard
• Thanks to Matthew Haugen 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.

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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.

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/carm

• Sheri Hamilton, Executive Director, Midwest Auto Care Alliance

• Jerry Holcom, Vision Co-Founding Member, Past President, owner S & S Service in Kansas City

• Tim Davison, current President of MWACA and owner of Chumbley’s Auto Care in, Indianola, IA

• Ron Haugen, former shop owner, now business coach and trainer

Link: www.visionkc.com

Link: www.mwaca.org

Ron Haugen, Retired, Sold Shop now a Coach

Doug Grills, AutoStream Car Care Center, multi-shop owner, Baltimore, MD (Six Locations)

Chris Monroe, Monroe Tire and Service, shop owner, Shelby, NC. Chris got on the track to becoming an industry superstar at the early age of 10, as his father started Monroe Tire in 1974. He took over as the owner of the shop in 1987, and has been able to increase Monroe Tire’s sales for 30 consecutive years despite a high volume of competition and a flat population of less than 25,000 in his community. Chris’s success in business hasn’t gone unnoticed, as his shop has consistently been voted Best of the Best in his community for Best in Tire/Automotive Services.

One reason for Chris’s success is his commitment to training and to self-improvement. Chris not only dedicates his time to improving our industry, but to making a difference in his community as well. He serves on the Chamber of Commerce Board, is on the Small Business Advisory Council and was recently appointed as a trustee at Cleveland Community College, speaks regularly at high school and college classes about small business ownership, and also contributes to his local schools in countless other ways. His shop has contributed to drug abuse prevention council, to children’s homes, to churches and to far more causes than we’re able to list. Additionally, on the shop’s 40th anniversary they celebrated by donating a completely refurbished vehicle to a person of need that the community selected.

Key Talking Points: 

• The most important trait for learning and development? Humility. Be humble, learn and grow.
• When you realize you don’t know everything is a breakthrough moment
• Never be the smartest person in the room and except that
• You may not know the help you need until you start getting involved with a peer group
• Build on your success   
• It is OK not to be right. Accept that and be a perpetual student.Accept that and it is a release
• When in the peer group there are different levels of success and the diversity of the group bring perspective you can’t get anywhere else
• Don’t focus on you (your goals and aspirations), focus on your people (their goals, dreams and development) – and the rest will take care of itself.
• Doug has his people have goal postser’s and he has them on his people.
• Have a business model that’s Employee-centric vs. Customer-centric – when I started, I thought the customer was king. Turns out, have a vision and treat your employees like royalty and they’ll take care of everything that your customers will ever need.
• Develop a brand earlyYou want to be in the back of people’s mind so you are thought of when automotive service is needed.
• Be remembered as the company that supports community
• Get in front of your brand, make it human
• It takes years and must be consistent
• It is like a NASCAR race. You want to be in the lead. You have to hold your 
• Stress reliefWorry is the biggest waste of time
• You worry about stupid stuff
• You have internal and external stress
•  Find outlets to reduce your stress
• Find work-life harmony and the discipline it takes to make that happen 
• Review your expenses every six months at a minimumMitch Schneider talks about expense creep. You must pay attention to your costs
• You may be top-heavy within your staff
• Managing your expenses is a mindsetKeep a mindset that things aren’t good, even if they are, you will be able to call on that ‘mindset’ when things are not good
• SalesIf you take care of your people and customers your sales will happen
• People do business who they know, love and trust
• Get a comprehensive review of your financials from a financial expertGet in-depth knowledge of your financials from your CPA or your Business Coach
• If you are just starting your business, start it with a business coachIf you want to retire young get into a peer group or hire a business coach
• You can not NOT afford it
• Don’t pretend you know it allYou may believe that the older person doesn’t know what is the right thing to do
• Many feel it is hard to take advice from older people
• You are proud with a tough exterior, be humble. Set pride to the side
• Admit you need help. An example of strong leadership
• Find your purpose so people will follow you
• Getting the right answer and finding the correct path is what matters 
• Create a reserve account and deliberately put money in it each week

Resources:

• A special thanks to Ron Haugen, Chris Monroe, and Doug Grills 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

The Panel:

Devin Kelly, All-Star Automotive, Columbia, MODevin Kelley is a passionate entrepreneur with a technician background. As a shop owner, he is responsible for general leadership within his company. This puts him at the front-line of the fight for a more professional auto repair presence in his community and helps maintain his companies positive reputation.  While acquiring another shop and brand in 2018 Devin doubled capacity going from a four bay shop to eight. With the new brand and downtown location his company grew annual sales from $370,000 to $1.8M in 2019. The new brand’s prior year losses turned into big profits with new ownership. Devin admits these changes would not have been possible without becoming more mindful and organized when the challenges grew relative to the sales. Having ATI coach Paul Marsh, MWACA mentor Ron Haugen and AutoVitals coach Bill Connor provided invaluable guidance while the shops high performing team set all new company records.  He is excited about how advancing the automotive industry enhances opportunities for his team and improves perceptions of auto repair professionals. When Devin isn’t working, you’ll find him going on adventures with his wife, working out in the gym and riding laps on a motocross track.

David Roman began his automotive career in 1999, attending an automotive technical school at a local community college. While attending college, he took a part-time job at a large parts retailer, hoping to gain some experience in the field. This part-time job turned into full-time employment, as he was promoted to management, culminating in placement as a store manager in East Central Illinois.

David discovered a passion for helping people and sharing his automotive knowledge. This passion for serving others allowed him the opportunity to successfully manage multi-million dollar operations in Illinois, the St. Louis area, and eventually Kansas City. His approach to customer service garnered him several accolades and awards, something he eventually wanted to bring to automotive repair and service.

In 2012, he opened Done With Care Auto Repair with the goal of bringing exceptional customer service, transparency, and honest work to his clients. The business was started with only some savings, no prior clients, and no history. Over the last six years, David has been able to bring a servant’s mentality to helping his clients with their automotive needs resulting in loyal customers, excellent reviews, and a solid reputation. Find other episodes that feature David HERE.

David Johnson, DJ Auto, Provo, UT

Key Talking Points:

• The overall root of this problem is having confidence
• We are behind the times addressing labor rates because many do not know how businesses work
• Losing car count is not the goal, however, consider 95% of your profit is being done by about 50% of your customers. Losing a few customers may be OK. It will happen, but it should not hurt your business
• You need an acceptable labor rate that equates to an acceptable level.
• Parts margins must be considered in the solution
• Parts to labor ratios are correct
• The psychology of the sale at your counter is critical
• If we are running a good business we are not competing with price. We are competing on value and experience
• Take pride in what you do. Do you have the self-esteem to make this happen?
• Your staff needs to know your strategies and the reasons for all that you do
• You must practice your value proposition; the ‘talk’ you have with your customer.
• You are willing to pay top dollar at a restaurant because you get so much more. No different than at your shop
• Find your confidence. You’ll do more to help your business
• You do not need a Taj Mahal shop. Keep your shop clean, presentable and professional. Present your enthusiasm, confidence, that you have what they need and speak to your value proposition. Find your differentiation.
• Price becomes irrelevant
• David Johnson give lifetime battery warranty
• When he replaces he considers that cost as marketing for customer retention
• He has a higher installation fee, but find his retention is very high
• Most shops labor rates are artificially low
• Raising your labor rate doesn’t have an impact on the customer than you think
• Don’t call the neighborhood to test your labor rate. Every shop has their own profit structure. Many are not business people who really understand how to set the correct labor rate
• David Johnson is $30 per hour higher than dealerships in his market
• As an industry, we must do more work on pre-scheduling customer work. Like the dentists do
•  Practice your value proposition so you gain confidence. When you are not rehearsed or prepared you’ll cave and start to discount
• You cannot sell anything if you don’t believe
• Help your service advisors with key trigger words
• The presentation is more critical than ever
• Remove clutter from counter to keep your customer focused on the service advisor. Too many signs can distract from your message
• You can get great ARO from the power of your counter
• Learn the psychology of selling
• True success can happen when you get out of the daily grind and observe what is going on with your business
• Change does not have to be overwhelming
• Start somewhere. Go to training. Take an online course
• Find information that can teach you something you need to do better
• Your largest opportunity to have a strong labor rate will be on how you talk and present to your customers. Your value proposition should nail it
• You need to have multiple labor rates
• Diagnostic rate. You’ll need to be at least $4-$5 per minute. You have no profit in diagnostic time so you need to make up for it.
• Set profit goals and then work backward to cut costs, set sales and margin goals will help you achieve your profit goals
• Your labor rate needs to be dictated on what the market will bear
• Even if your shop is paid for don’t have an artificially low labor rate
• Ingrained into us is the ‘Hero Syndrome’ our pride gets in the way of running a profitable business
• David doesn’t sell batteries he sells a car that will start
• How much do you charge per hour? A question Devin Kelly like to hear.
• It depends on what we are dong
• We don’t charge the same time vs oil change or enging change.
• SWOT is an exercise you need to do (Strengths, Weaknesses, Opportunities, Threats) Consider this exercise with both short and long term timelines. Then create your strategic plan from these findings.
• Build on your Strengths
• Fix your weaknesses
• Manage your opportunities
• Deal with Threats
• Listen to a great podcast on SWOT THA 040 Here https://remarkableresults.biz/town-hall-academy/a040/
• Don’t be afraid to try something new.
• Implementing will never kill your or the business.
• Being afraid makes you stupid.

Resources:

• A special thanks to Devin Kelly, David Roman and David Johnson for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Subscribe to a mobile listening app HERE

Thanks to Shop Ware and Jasper:

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 shop-ware.com

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Jonnie Wright was raised by three women (mother, grandmother and aunt) on a hobby farm in rural Iowa. He discovered a penchant and passion for writing and talking to people during an unsuccessful 5 year run in college, and applied both to a 20+ year career in radio and TV broadcasting.

In 2005, he “put down childish things” and entered the world of adulthood and business ownership, as he started a customer service training and marketing company called The Buyosphere. He started training retail but eventually saw greater opportunity in the auto repair service world, which he planted the flag, with the incredible help of Ron Haugen.

“I” became “we” as Jonnie and his team added trainers and clients, but the WOW moment of realization that his team were relative equals among industry giants came at VISION 2015, when he taught several classes and was honored to be keynote speaker. Then along with NAPA EXPO, they trained in front of nearly 1,000 automotive professionals. That is when things got real! Jonnie branched out beyond auto repair in recent years and also works with attorneys, computer repair shops and health care professionals. 

Not bad for a farm kid who grew up on one acre with one cow, one pig and one pitchfork. 

Key Talking Points:

• Customer service
  • Jonnie never turned a wrench, always had a customer perspective 
• Secret shopping- started with telephone calls then went to shops in person 
  • Took note of signage, cleanliness, organization, smells, the whole experience, incentivize return trip to the shop
  • Built training program from secret shopping experiences 
• Phone skills
  • 70% of a phone conversation is tone
  • Words, pace and onboarding
  • Getting to know me
  • Scheduling in an organized way
  • Seeking other problems
  • Will have less importance in the future with millennials and Gen Z/Y
  • Apps and convenience becomes customer service
  • It is gut-wrenching to listen to your calls and get better. An important tactic 447 Jonni for owners and service advisor professionals
• Future
  • The important customer becomes the one you work alongside 
  • Three types of customers- external, internal (coworkers), a customer inside our heads
  • How do you work and communicate inside the business efficiently? 
    • Creating an army of the  – committed to vision and mission of the company
• Negative reviews
  • Opportunity to make things right- more afraid of customers that have a bad experience about and never posts about it
  • Always respond to negative review somehow

Talk soon,

Resources:

• Thanks to Jonnie Wright 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.
• Link to RepairPal website HERE.
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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

Subscribe to a mobile listening app HERE.

NAPA AutoCare’s recent partnership with CarVantage gives your AutoCare Center an easy way to take advantage of telematics, increasing customer retention and boosting customer spend. You provide customers with a CarVantage sensor that plugs into their vehicle and connects via Bluetooth to their smartphone. Then you set up automated marketing campaigns that target customers based on their vehicle’s next maintenance interval, for example, or whenever a check engine light is detected. That gives customers peace of mind and the best experience in the market. They also love CarVantage because it’s free to them. A special offer only for NAPA AutoCare Centers lets you give CarVantage a try at a very affordable price. And it includes free sensors. Other plans and enhancements are also available.

Learn more about CarVantage and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com.

Ron Haugen – Sold his business Westside Auto Pros, Des Moines, IA. Ron is consulting and teaching.

Dick Jobe – Former shop owner, Downtown Import Service. He was known as Dr. Volvo. He now owns Machine Head and he is making metal art.

Doug Stoll – Retired. Past owner of Susquehanna Auto Clinic and The Auto Clinic. Now a part-time coach for Elite Worldwide. A co-founder of Vision.

Jerry Holcom – President of Mid West Auto Care Alliance (MWACA) and owner of S & S Service in Kansas City, MO. A co-founder of Vision.

Key Talking Points

• Succession plan- need to plan aheadIt’s worth what it’s worth- business is worth cash flow not assets
• Common mistake- last 5-6 years of owner’s career they do not want to spend money/send employees for training. Declining business because they are not aggressively growing it and subsequently will not worth as much when want to sell
• You’re either going to die or retire- be in control of your retirement, plan when and set yourself up for life after business. Don’t let a life event plan it for you. 
• Future in industry Cost of business increasing
• More specialization due to technology
• Consolidation
• Business coachEstablish and fund budget for annual equipment purchases
• JerryHolcomNot retired but his friends on the podcast are!
• Loves going to work at shop still
• Doug StollHad a goal to retire at 50. He made that goal. Sold business in 2003
• Avid golfer
• Business coaching part-time
• Dick Jobe“Dr Volvo”
• Before sold business went back to school and got a degree in machine tool technology and advanced welding
• www.machineheadkc.com– mentor interns and help them grow
• Started making artistic work
• Ron HaugenSold business in September 2018
• Business coaching part-time and living the dream in Mexico

Resources:

• Thanks to Jerry Holcom, Doug Stoll, Dick Jobe and Ron Haugen for their contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Be socially involved and in touch with the show:

Facebook  Twitter  Linked In   Email   Events   Speaking

Subscribe to a mobile listening app HERE.

The auto care industry is revving up. New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business, and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future.

This is your chance to network with experts in the industry. Discover the latest innovations that will help you stay market competitive. Learn more about new products, services, and equipment. You will be using them every day.

Join us in Las Vegas, April 6-9, 2020! Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now.

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

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

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The Panel:

Ron Haugen owns Westside Auto Pros in Des Moines Iowa. Celebrating their 21st year in business in 2018. Ron is an ASE Master Technician, has his AAM certification and is an AMI Certified instructor. Ron also provides coaching and consulting for auto shops across the country.

Ron has been Co-Chair of Vision, Hi-Tech Training and Expo,  President of the Des Moines ASA chapter and wants to be in Puerto Morelos Mexico whenever he is not in Des Moines!  Find Ron’s previous episodes HERE.

Andy Bizub is a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of, and starting a turnaround. At bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Listen to Andy’s previous episodes HERE.

B. J. Lee is a business coach, consultant and VP of Client Services at the Institute for Automotive Business Excellence.

Throughout the years, B. J. has managed, owned or partnered in several repair shops and has gained a wealth of experience in which he calls upon to train others within his own organizations as well as abroad.

Whether working in a high-end store or a small rural community, B. J. can easily adapt to any challenges quickly. B. J.’s success and experience has given him the opportunity to partner with Cecil Bullard and the Team at The Institute of Automotive Business Excellence and to be a Consultant to other shop owners and service advisors. Moving up quickly in the field of Business Consulting, he has made a name for himself and loves to see the positive changes within the auto repair industry. Listen to BJ’s previous episodes HERE.

Key Talking Points:

• Vehicle Inspections. The 300 Rule
  • Inspect 100% of the vehicles, 100% of the time and 100% presentation of the results.
  • It is your obligation and ethical and moral responsibility to tell the customer what is wrong with their vehicles.
  • Digital will be more thorough and efficient than paper.
  • Helps create a strong trusted relationship by showing everything they need to know
  • What it is what it does, what will happen when you don’t’ fix it.
  • Must have accountability to the process.
    • Shop foreman should check a few cars a week to be sure the inspections are being done completely
  • Create a spiff for a number of pictures taken per week.
    • Pictures of good things help build history and trust.
    • Andy Bizub requires the minimum of 10 pictures per car, but the count can go up which is a trend for him.
• Be sure to bill customer for certain items that you may not remember to add to the RO. Items like fluid top off. And many small parts. Shop supplies are important to charge but check with your state.
  • Forgotten parts like 3rd wiper blade and cabin air filter. But a good inspection process will not forget these items.
• Having fun at work is also an important part of the culture at work.
  • Rotate your ‘fun at work’ events.
• Retention programs can generate huge top line sales. Mine your data.
  • If you can get one-third of your customer base to come back you have a huge opportunity for organic sales growth.
  • Keep top of mind to your customers. Reach out to them via direct mail, email, and social media
• Follow up on declined services. The customer may not have money to do the service at a later time.
• Facebook is social media, not sales media.
  • Keep it light. Do not offer specials
• Track your marketing efforts.
• Schedule a calendar event to remind yourself to call the customer in five months.
• Pay your parts bill with a credit card that may have travel benefits.
  • Andy will use the travel benefits to send his techs to training.
  • IRS has ruled that benefit points are tax-free.
• Consider this, warning: check with your accountant and state tax code:
  • Lower your payroll tax and workers comp insurance costs while offering your technicians a great benefit, by funding their tool & personal parts purchases upfront, then let them pay you back with an interest-free, hourly deduction BEFORE it hits payroll. It is like a barter arrangement between you and your tech. They get pre-tax tool purchases, and you get a lower annual payroll number and a happy, better-equipped technician.
  • You may get a better price for tools/equipment because the shop is paying cash and supplier will not need to hold paper.
• Ditch your monthly parts washer service and buy Hot Tank (Jet Spray Washer).  No more monthly / Quarterly Service payments. (BJ Lee)
  • Can save thousands in renewable costs and in the time the tech needs to stand and ‘wash’. The Jet Sprayer will do the work for you. Productivity gained.
  • Also, there is a product called a ‘smart washer’ (Andy Bizub)
• Headlight restorations and windshield repair.
  • Ron gives incentives to the team for finding and repairing cracked windshields.
  • Easy to do. Nice margins.
• Incentivize to introduce a new product to sell and make a new habit.
• Join an association. You’ll earn money.
  • Keep your membership up and keep earning.
  • Be sure to utilize all the financial incentives.
  • Association memberships have extreme value in networking, training and financial benefits.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

• You need to know your customer profile. Have an avatar of your ‘perfect’ customer.
  • When they walk in the door you’ll know ‘this person needs to be my customer’.
  • If you have the perfect customer you will do everything to keep them.
• Social media is important to talk to your customer.
  • Become top of mind awareness in the palm of their hand.
  • Social is social not sales media
  • Create organic content
• You go to Disney for the experience not for the price
  • Make your customer feel special
  • Focus on the people not the cars
• Is Loyalty a factor?
  • Not as it used to be
  • You can build loyalty one transaction at a time.
  • Older generations are more loyal than younger.
    • Younger generations are not build that way.
    • They will go to another shop and they do not see it as not being loyal. It may be convenience.
  • We need to treat millennials differently (special)
    • They have money to spend
    • Loyalty is different
      • Communicating differently (texting)
  • Explain what your benefits are and be sure the customer understands the value they have received.
  • Adapt to current communication styles of your customers
  • Walk them out to the car, be sure it is clean and give a comprehensive explanation of what you did and what is next and what may happen next.
  • What we want is not what they want. Keep an open mind.
  • Gene Morrill uses a mailed newsletter to his customers.
    • Includes call to actions with puzzles.
  • Keep important notes on every customer so you can keep a fluent dialogue and maintain a close connection to them.
  • Keep your name out there.
    • Chinese auction donations. Banner for the little league park. Make it local.
  • People need you less often because cars are built better so you need to find ways to reach out to them through other means.
  • Go to the little league games of teams you sponsored.
  • Have a marketing plan, calendar and budget as a percent of your sales.
    • List everything you do for marketing. Be specific. Put a dollar amount next to the initiative.
    • Tough to determine the actual ROI
    • Your plan needs to be a year long
  • Your customers personal experience goes a long way for retention.
  • Retention starts when the phone rings.
  • Be what you want your customers want you to be.
  • 20% of your data base generates 80% of your capital
    • Identify them and reach out
  • Never blame the customer for anything that goes wrong. Take care of them. Empower your people to take care of

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Academy Panel:

Ron Haugen owns and operates Westside Auto Pros in Des Moines Iowa. Celebrating their 20th year in business this year, having started with one employee they are now at a staff of 25. Ron is an ASE Master Technician, has his AAM certification is an AMI Certified instructor. Ron also provides coaching and consulting for auto shops across the country. Ron is  Co-Chair of Vision, President of the Des Moines ASA chapter and wants to be in Puerto Morelos Mexico whenever he is not in Des Moines. You can hear Ron is episode 107 and 204

John Eppstein is the owner of John’s Automotive Care in San Diego, CA since 1998, admits he was a better tech than a businessman, but did something about it. One thing he credits for his success is making his customer his main focus. John was honored as the 2016 NAPA ASE Technician of the year.  Hear John in our one on on interview in episode 119 and 200.

Talking Points:

• Do advisers need technical experience and knowledge
• Personality or experience ?
• They need to be able to connect with a broad range of people and personalities to include the customers, fellow coworkers and vendors.
• They need to be able to stay calm under pressure and handle all the minor details.
• Service advisers must have these traits: Integrity, Loves people and be an Extra Miler

Sign up to be in the live Academy audience on Friday’s at Noon EST here.

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Recorded at Vision Hi-Tech Training and Expo 2017

Joining me in my Vision 2017 studio are:

• Sheri Hamilton the Show Manager and the executive Director of ASA-Midwest
• Vision co-founder Jerry Holcom form S & S Service in Kansas City
• Co-Chairman Ron Haugen from Westside Auto Pros in Des Moines, IA
• Co-Chairman James  Copeland from  Midwest Autoworx in Columbia, MO

Getting a behind the scenes tour ‘if you will’ on Vision Hi-Tech Training and Expo
from the people who are responsible for this top industry event is unprecedented. I’m glad to be able to present this to you and to encourage everyone who attended Vision to listen and learn something about Vision that you did not know. And to those who have not attended, maybe this is just the right amount of motivation to make you want to be part of it next year.

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This episode is brought to you by Federal-Mogul Motorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com

Meet Ron Haugen ‘The Car Guy!’ …  that is his moniker at Westside Auto Pros in De Moines, IA.

Ever found yourself without a job because a convince store chain purchased the land of the shop you were working at and were faced with getting a new job within five weeks? Did you ever do the next best thing? Go into business for yourself? As Ron says … it’s always a great time to go into business for yourself … when you don’t know anything about business!

You’ll hear Ron’s story from those humble beginnings to when he and his partner realized they both couldn’t be technicians. One partner needed to run the company. Many of my listeners can relate to the ‘short people up front’ story and many of my listeners need to listen to this story. Ron made a lot of great decisions over the years as he now has a 14 bay facility that employs 20.

Why Listen:

Listen to this successful entrepreneur tell you his two daily goals.
How the move to hire a service adviser was one of his best decision ever.
Learn about Ron’s commitment to training and that compensates his techs for training.

Ron always challenges himself to look at everything they are doing right and potentially what they are doing wrong.

Visit Westside Auto Pros web site here.

Watch a short video of Ron Haugen praising his team. (Video appears on his web site)

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This episode is brought to you by Federal-Mogul Motorparts and

Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com