Thanks to our Partners, NAPA TRACS, and Today’s Class

Lauren Briggs, Sales & Marketing Director. NAPA Auto Care

Ryan Ouellette, Strategic Account Manager, AAA

Kristi and Donnie Hudson, Troy Auto Care, Troy, MI. Kristi and Donnie’s previous episodes HERE

Dawn Ray, Manager, Automotive Preferred Supplier Programs, AAA

Show Notes:

• Watch Full Video Episode
• Introduction (00:00:00)
• Overview of SDMO Laws (00:03:52)
• Training and Safety for Roadside Workers (00:07:08)
• Roadside Fatalities and Prevention (00:12:28)
• NAPA’s Involvement and Industry Support (00:13:41)
• Fundraising and T-Shirt Campaign (00:15:04)
• Safety Cloud Technology Integration (00:19:36)
• Need for More Roadside Signage (00:21:30)
• Expanding Awareness & Shop Involvement (00:23:01)
• Communication and Stop-and-Block Practice (00:23:40)
• Personal Impact and Survivor Stories (00:27:44)
• Customer Education and Roadside Safety (00:30:01)
• Care, Custody, and Control Protocol (00:31:15)
• Call to Action & Final Thoughts (00:33:01)

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/

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• 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/
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Show Notes

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR

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/

Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com

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Donnie Hudson, Troy Auto Care, Troy, MI. District Fire Chief, Troy Fire Department. Donnie’s previous episodes HERE

Pat Durham, Captain, Troy Fire Department. StacheD Training.

Show Notes

• Watch Full Video Episode
• The importance of proper towing for EVs (00:05:30) Why EVs should only be towed on a flatbed and the risks of towing them in other ways.
• The potential dangers of EV fires and battery corrosion (00:02:43) Exploration of the risks associated with EV fires, including the potential for battery corrosion and subsequent fires.
• The need for training and education on EVs (00:06:42) Discussion on the lack of training for firefighters, first responders, and technicians on EVs, and the importance of staying ahead of the growing popularity of EVs.
• The surcharge for EVs (00:08:02) Discussion on the insurance surcharge for working on and storing EVs overnight.
• The safety of EVs after a crash (00:08:44) The increased risk of fire and other catastrophic events in EVs after they have been in a crash.
• Concerns about aftermarket batteries (00:10:31) The potential risks and dangers associated with aftermarket batteries in EVs.
• The ineffectiveness of water in extinguishing EV fires (00:17:10) The misconception that water can put out EV fires.
• The potential risks and limitations of using piercing nozzles (00:21:28)
• The importance of immediate action after a crash (00:23:52)
• Inspecting for road debris damage (00:25:38) The impact of road debris on EVs, including the need to inspect for visible damage and the measures taken by manufacturers to protect battery enclosures.
• Inspecting EV components on a lift (00:27:52) The need for thorough inspections of EV components, such as the battery, wires, connections, and electric motors, and the importance of documenting any issues for customer safety.
• Importance of understanding high voltage (00:32:25) The need for proper knowledge and safety precautions when working with high voltage in EVs.

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

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

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

• Develop a culture of trust.
  • Provide one-on-one time with a manager or team lead. Listen. Managers must take time to listen to team members. Donnie Hudson says feedback from your team and transparent communication are keys.
  • Bryan Kelley from Valley Auto Electric in Covington, WA says trust is the biggest factor in satisfactory work. If your team member was hired because they have the ‘right stuff’, trust them to do the job. 
• Recognize them for their work. It is gratifying to be recognized for outstanding contributions, productivity, problem-solving, lending a helping hand, and community, among others.
• What unique situations are your people in? At home. With family. Would flexible work schedules be a benefit? What about time off?
• Engagement. Are you providing paid training and offering the best training available to keep your people as sharp as they can be. Productivity improves with knowledge. 
  • Can you offer leadership training or even a Dave Ramsey finance course?
  • Does your team have a say in new equipment purchases or a new remodel project?
  • How proud are they of their ASE certifications?
• Are your core values demonstrating appreciation, respect, integrity, and even sportsmanship?
  • Everything you do lives off of your core values, everything. People want to work in this type of culture.
• Benefit package. Are your benefits competitive with top-tier players? A retirement package, health care, vacation, personal time off, life insurance, and community outreach support. Ask; you may be surprised that you are competitive with your benefits package or maybe not.
• Is there a ‘Lunch on the House’ day each week? It saves them money and allows some ‘team talk’ about life in their lane.

On the 700th milestone episode on Remarkable Results Radio, we had a great discussion regarding employee retention. Well worth listening HERE

Your people are your difference-maker. Be sure they are a well-oiled group and your culture and work environment support retention. Ask them often.

Get a behind the scenes interview with Kristi and Donnie Hudson on their trifecta award winning year in 2022 as the NAPA AutoCare Shop Owner of the Year, Women in Auto Care Female Shop Owner of the Year and AAPEX Shop Owner of the Year. Jason Rainey and Joelle Pollak from NAPA AutoCare also join the conversation.

Watch Full Episode On YouTube HERE

Jason Rainey, Vice President, NAPA AutoCare. Jason’s previous episodes HERE

Joelle Pollak, Director of Sales and Marketing, NAPA AutoCare. Joelle’s previous episodes HERE

Kristi and Donnie Hudson, Troy Auto Care, Troy, MI. Kristi and Donnie’s previous episodes HERE

Key Talking Points

• 2022 NAPA AutoCare Center of the Year
• 2022 Female Shop of the Year
• 2022 AAPEX Shop of the Year
• Mentorship with Joelle has helped Kristi come out of her shell- two way street 
• NAPA Business Development Group (BDG)- gives fellow shop owners facing the same challenges each and every day to get together and share strengths and weaknesses. Learn from each other with best practices. Save your strength, save your tools, save your funds, and put them into the community that supports you. Kristi was the only female in their BDG group in the beginning. She encouraged the wives to get involved. There are now 7 wives heavily involved in the day to day business of their husband’s shop.
• Donnie and Kristi brought 24 of their leadership members to AAPEX 
• Kristi’s goal is to get into schools, supply kids with the proper equipment
• Kristi went to vocational school in automotive, graduated and worked as a lube tech at a gas station. She applied to a local community college, and her instructor said, “Sweetheart, you’re in the wrong room.” The school counselor and the dean all told her she needed to find a different career. Switched to EMT and firefighting, where she met Donnie, and eventually transitioned to working in the shop on the front counter and now runs her own shop.
• Troy Auto Care has 7 females that work within the organization and 7 apprentices

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 partner:

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

How do you calculate the common phrase “work smarter, not harder?” This episode is all about getting lean in your shop. Are you tracking the steps it takes to do something simple like an oil change? Are your parts and supplies not only organized but purposefully placed in areas for efficiency? My panel discusses simple ways to get started with Lean Six Sigma. 1 simple change can save you time and money.

Watch Episode on YouTube

Kristi Hudson, Troy Auto Care, Troy, MI. Visit Kristi’s shop HERE 

Karim Morsli, Winkler Automotive Service, Gaithersburg, MD. Visit Karim’s shop HERE

Key Talking Points

• Oil change- consistent results for every customer, supplies are together
• It’s easy to start- start with your most repetitive processes. Graphic representation of your business (overview of the shop) spaghetti diagram (Karim used Sketchup App) is tracing every step of the process you do with numbered steps and how much time it takes. What is your critical path? 
• Every job is pre, during, and post. Clean as you go
• The leadership of the business needs to invest in
• Time=money
• Using data- how many jobs do you do? How many hours does it take? How much stock do you have? What is more profitable?
• Get your team involved- everyone has to be a part of it for lean to work. Less stress looking for tools/scanners etc. Holds everyone accountable. Once team members see how much easier and less stressful their jobs are they will be excited about it and want to help improve it even more
• Lean is ongoing and will continue to improve
• Be careful, lean will follow you home!

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

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

• Develop a culture of trust
  • Provide one-on-one time with a manager or team lead. Listen. Managers must take time to listen to team members. Donnie Hudson says feedback from your team and transparent communication are keys.
  • Bryan Kelley from Valley Auto Electric in Covington, WA says trust is the biggest factor in satisfactory work. If your team member was hired because they have the ‘right stuff’, trust them to do the job. 
• Recognize them for their work. It is gratifying to be recognized for outstanding contributions, productivity, problem-solving, lending a helping hand, and community, among others.
• What unique situations are your people in? At home. With family. Would flexible work schedules be a benefit? What about time off?
• Engagement. Are you providing paid training and offering the best training available to keep your people as sharp as they can be. Productivity improves with knowledge. 
  • Can you offer leadership training or even a Dave Ramsey finance course?
  • Does your team have a say in new equipment purchases or a new remodel project?
  • How proud are they of their ASE certifications?
• Are your core values demonstrating appreciation, respect, integrity, and even sportsmanship
• Benefit package. Are your benefits competitive with top-tier players? A retirement package, health care, vacation, personal time off, life insurance, and community outreach support. Ask, you may be surprised that you are competitive with your benefits package or maybe not.
• Is there a ‘Lunch on the House’ day each week? It saves them money and allows some ‘team talk’ about life in their lane.

We had a great discussion on the 700th milestone episode on Remarkable Results Radio regarding employee retention. Well worth listening. Link HERE

Your people are your difference-maker. Be sure they are a well-oiled group and your culture and work environment supports retention.

Key Talking Points

• Donnie Hudson, 3 Location, Troy Auto Care, Troy, MI
  • Retaining great employees  
  • Listen to your employees and keep the morale up 
  • Flexible schedules 
  • Feedback- transparent communication 
  • Take care of your people and they will take care of you

• AJ Nealey, Nealey Auto Service, Edgewater and Deale, MD
  • Talent mining (Finding superstars)
  • Hand in hand with retention
  • Your employees should be your biggest advocate and biggest fan
  • Do you have the right culture internally and align with your organization?
  • Can new hires be adaptable to a new culture they aren’t used to? 
  • Each role builds the company

• Seth Thorson, Eurotech,  New Brighton, Woodbury, Medina, MN
  • Tesla Factor 
  • Electric cars break and need repair/maintenance- an opportunity
  • Tesla training starting to come to the market
  • “Service Mode” disables live view and summon capabilities
  • Don’t say no to EV’s

• Dr. Laura Shwaluk, The Auto Shop, Plano, TX
  • Retaining great employees  
  • “Now Hiring” signs no longer work
  • 50-65% of workers that are currently working are either actively looking for a new job or open to a new job
  • How engaged are your employees with their work and the business?
  • When you lose an employee you lose productivity
  • Employees are looking for a “home”- core values, being appreciated, respect from owners and team members, integrity, achievement projects, sportsmanship

• Emily Chung, AutoNiche, Markham, ON
  • Attracting the next generation 
  • By the time we talk to them about trades mid to late high school it’s already too late. We need to get them interested at a younger age and get rid of the stigma with parents
  • Capturing the youth- by high school they have already formed their opinion of their career paths. 
  • How are you portraying your shop? What does it look like to the parents?

• Keith Perkins, L1 Automotive Diagnostics, Tulsa, OK
  • Mobile Car Repair Trend (Vehicle Service)
  • Working on a car in someone’s driveway- unsafe
  • Over 60 google listings in the local area of Tulsa, OK, less than 10% are more than 4 years old of mobile auto repair business-wide acceptance 
  • Facebook Marketplace/Craigslist- individuals ready to perform repairs
  • What started this movement? Technicians that didn’t have a “home” 
  • Consider “concierge service” for picking up and driving back 

• Colleen Yarger, Mark’s Independent Service, Chatsworth, CA
  • Aging fleet
  • Car shortage- people aren’t as willing to get new cars. 
  • 10-15 year old cars is the new niche- bigger tickets
  • Automobiles that are age 12 years or older are anticipated to increase by 15%
  • The number of vehicles 5 years old or less is predicted to increase by almost 25%.
  • Research shows in 2021, there will be an estimated 76 million vehicles aged 16 years or older in the United States.

Connect with the show:

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

This episode is brought to you by 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.  AAPEX 2021 is in the record books and lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, 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

• Guest Host Michael Gallini, Eurauto Shop, Plano, TX. Michael’s previous episodes HERE
• Virtual shop tour with Kristi Hudson, Troy Auto Care, Troy, MI. Kristi’s previous episodes HERE
• Weekly episode updates

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

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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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

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

• Guest Host Donnie Hudson from Troy Auto Care in Troy Michigan. Donnie will talk about the ‘Customer Experience’. Donnie’s previous episodes HERE.
• Virtual Shop Tour by John Eppstein from John’s Automotive Care in San Diego, CA. John’s previous episodes HERE.
• Trivia Challenge: Which car company has the ‘Spirit of Ecstasy’ as their Mascot?
• Listen for the fortune cookie wisdom of the week

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980’s. Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island, he attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod. Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists. When the owners retired in 1995, Kevin bought the business and the rest is history. Kevin’s previous episodes HERE.

Key Talking Points:

• Disney takeaways- traveled to Disney recently and learned from the COVID protocols in placeYour approach is incredibly important- selling benefits and not reinforcing the rules
• Benefit- keeping you safe and enjoy your experience 
• Prices have increased but Kevin continues to go because of the experience he has there. Feels cared for and accommodated.
• Forgetting a face mask is handled by someone saying “Hey Friend”- a positive and non-aggressive approach and attitude  
• “Is it easier to fix a car than a person? There’s good and bad in everyone, there’s potential and incredible opportunities. 
• People can be whoever you project into them to be if you’re willing to invest in them
• People will grow when encouraged and recognized 
• Ryan’s storyKevin hired a young man named Ryan- he had learning disabilities but was passionate about cars. Worked hard and graduated from the automotive Boces program. He always stopped to look at the shop on his walks but never had the self-confidence to come in until his mom brought him one day. Kevin saw his potential and eagerness to learn. 
• Ryan’s father was no longer in his life after parent’s divorce- Kevin became a father figure to him. Kevin saw he needed someone to believe in him and invest in him. Was emotionally rewarding for Kevin
• Bought Ryan $10,000 toolbox with the agreement after set term it would be his 
• People in times of need or times of insecurity tend to not make the best decisions- Ryan had an unstable relationship with his girlfriend that would spill over into his attitude and performance at work.  
• Kevin became torn with being boss and holding Ryan accountable and also being his friend and father figure that wants to help him- lead to serious issues within the culture of business with other employees
• Kevin continued to protect Ryan and sacrificing the rest of the shopHad fear about firing him due to Ryan’s past   
• Ryan began compensating his values- passion and desire for his job was no longer there 
• Holding someone accountable, creating boundaries and borders brings employees a sense of safety and security
• Kevin finally made the decision to let him go and both felt a sigh of relief   
• Collateral damage along the way- lost 2 really good employees that were very upset Ryan was held at a different standard than them. 
• You can’t fix someone’s personal issues outside of work

• Thanks to Kevin Eckler 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.
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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

Matt Lachowitzer is a husband, father of 3, avid Minnesota Vikings fan, and owner and founder of Matt’s Automotive Service Center. A Herman, MN native, Matt started this company as a two-bay shop back in 2009. He has expanded the company into 6 locations with beautiful, state of the art facilities all over the Fargo-Moorhead area. Matt enjoys being a pillar in the community, giving back in any way he can, and providing knowledge and education in the biggest ways possible. As a result of being a continuous educator and an amazing pillar in the community, Matt won Entrepreneur of the Year in 2015 through the Fargo-Moorhead West Fargo Chamber of Commerce. When Matt’s not working, he enjoys fishing, riding ATV’s, watching football, and traveling with his family. Check Matt’s other episodes HERE.

Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate.

She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience. Check Emily’s previous episodes HERE.

Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994

Their time building Accurate Automotive, Inc. has been very adventurous. Along the way they have been fortunate to have received awards but mostly Kelli treasures her involvement in ATI and being a part of the sole all women 20 groups, Leading Ladies.

Kelli is the mother of 2. Morgan (daughter), Corbin (Son) both married now and working in their careers. Corbin is a father of 3 which makes me a Nana who LOVES to spoil her little’s!!!  Listen to Kelli’s previous episodes HERE.

Kevin Eckler, a Dad and a mentor along with wife Lisa, own Foreign Car Specialists, in Poughkeepsie, NY. Kevin has been named Albany, NY region’s ASE Tech of the Year 2019 and 2020. He was also voted Best mechanic in the Hudson Valley, which encompasses Westchester, Putnum, Rockland, Orange, Dutchess, Ulster and Greene counties. Kevin is a 40 year veteran of the industry, and still has a love for it and simply cannot understand why anyone would tell a young person to get out while they can, instead of inspiring them to greatness! Kevin’s previous episodes HERE.

Key Talking Points:

Matt Lachowitzer

Not letting go of the cancer in my shop because he was a “super tech”

 Some points

1.  I was afraid because he was our best tech, highest producing, could fix anything
2. I didn’t know if our team could replace what he could do
3. It appeared that he was well liked, and I didn’t want to cause issues, even though it was causing lots of issues. Lost front end staff especially.

Emily Chung

• I didn’t terminate the employee soon enough
• I believed that I couldn’t run the business without him
• The employee was a great technician, and I thought that meant I could take advice from him in other areas e.g. business operations

 Lessons learned

• Slow to hire, quick to fire
• Being a tech and being a business owner are very different skills
• I’m more resourceful than I give myself credit for, no matter what happens I’ll figure it out

 Blessings

• The experience has added resiliency to my character
• I now know the price I pay when I allow toxicity to persist
• I was able to work through that season of my business

Kelli Weatherby

• Our 20 group had made mention that we were going to have shop spotlights as a line item in our meetings for 2020 and beyond. As discussed, this would help shops/owners in reaching goals set along with many other advantages. Lee and I along with another local shop had been part of an in-person shop tour. So my thought was there is NO way we would be considered for a spotlight. OH BOY WAS I WRONG. 
• We were lucky to have 5 separate committees 1.) Facilities 2.) Marketing 3.) Management 4.) Finance 5.) Lee and Kelli Headspace support
• Outcome (PRICELESS) – With the help that was rendered I believe we were prepared and STRONG in all that was 2020. We put together AND finalized our organization chart. Our standard operating procedures were dialed in with new manuals. Our financials and budgets along with our 3 yr business plan have been shared with our whole management team. Our succession is going forward. Lee and I are working diligently on our 35 yr marriage and have included a counselor that we BOTH agree is helpful. I mentioned this last but I certainly believe with ALL that I am, this is the most important work we do. In a business where the owner/operators are all in and on deck looking to manage personal challenges AND business growth and personnel engagement along with customer experience….MAN OH MAN this will spin the head  
• If you feel any of this is relevant to where you would like to go, I am an open book and glad to share. If not, l have had many experiences with what started out as a train wreck, turned to a golden opportunity for growth!!

Kevin Eckler

• Being too busy and drawn up into the moment and not seeing the bigger picture was my fatal flaw.I was so consumed in the daily work that I never seriously sought out bettering myself thru business education and only sought out technical knowledge.
• My focus was being the best at what I did, which is fine, except I continued to view myself as a tech and not an owner. It was safe, comfortable, familiar, and completely the wrong way to, which held growth and prosperity way back and kept us as a shop from being who we could have been.
• So in short, not stepping into and owning the position that had come to hold and clinging to what was safe almost financially, physically, and emotionally destroyed me.Accepting and finally embracing my responsibilities and putting the same efforts into becoming an educated owner as I did as a tech is when the change began in the business towards being successful. It is still a fight to not fall back into what is safe, but I now own my place and responsibilities.

Resources:

• A special thanks to Matt Lachowitzer, Emily Chung, and Kelli Weatherby 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

The Panel:

John Bridgwater and his wife own Wright’s Automotive Service in San Leandro, CA. John started to earn his ASE certifications early on and began networking with other technicians and shop owners. John was honored among eleven others as an Auto Care/ASE World Technician in 2015. In order to be considered for this award, you must hold at least 22 ASE certifications. John currently has 49 certifications and he is working on the 50th. John Bridgwater has a very interesting story on his rise to shop ownership. He started in 1987 and became a shop owner in January 2015. John actually was recruited by a shop in the bay area that he and his wife eventually purchased. He waited a long time for the right opportunity. John is also a technical trainer for an aftermarket company. Listen to John’s previous episodes HERE.

Kevin Eckler, a Dad and a mentor along with wife Lisa, own Foreign Car Specialists, in Poughkeepsie, NY. Kevin has been named Albany, NY region’s ASE Tech of the Year 2019 and 2020. He was also voted Best mechanic in the Hudson Valley, which encompasses Westchester, Putnum, Rockland, Orange, Dutchess, Ulster and Greene counties. Kevin is a 40 year veteran of the industry, and still has a love for it and simply cannot understand why anyone would tell a young person to get out while they can, instead of inspiring them to greatness! Kevin’s previous episodes HERE.

Richard Falco Jr. is an instructor for Carquest Technical Institute (CTI). He is an ASE Master Technician L1 with over 25 years in the auto repair industry. His technical experience includes Domestic, Asian, and European vehicles both at the dealership level and as a successful shop owner. He has instructed technicians and college students in all aspects of automotive repair and currently takes care of our customers, for CTI, throughout the southeastern U.S. Listen to Rich’s previous episodes HERE.

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

Key Talking Points

• Many technicians and shop owners started pumping gas ‘Pump Jockeys’ at full-service stationsPaul and Rich pumped gas when they started. Groomed into the shop
• 1986 Ford was fuel injected. The learning curve happened after that.You learned about new tech via trial by fire
• You could diagnose carburetors with your ears and vacuum Gauge
• Many had great mentors that were very instrumental in teaching them
• Kevin worked at the dealer because he thought it was the mecca of technician jobsHe graduated top of his class from Rhode Island Technical Institute
• The dealer was the place you worked because it was considered a careerIt may not apply today
• Chrysler Caravan debuted in the 80sHad a Mitsubishi motor
• It set the pace for the future of SUV’s and Crossovers
• IROC-Z debuted in the 80sRich owned one
• When the phone rang in the 80s you had a high potential that they would become a customerToday it can lean toward pricing
• Pricing of parts was from different color sheets
• They don’t miss paper catalogs or manuals
• Paychecks went into race cars
• Boomboxes with 12 D cell batteries were the norm
• Some starting pay rates today are not as strong as some were in the 80s. Rich Falco’s story.
• Safety is very important. Gloves, use proper equipment so you protect your body. Hearing protection. Years later these professionals would have done it differently to protect themselves
• So many warnings about the new tech – It Won’t Last. Who knew!!!
• Have a different hobby than what you do for a living

Resources:

• A special thanks to John Bridgwater, Kevin Eckler, Rich Falco, and Paul Marquadt 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