Guest host and shop tour with John Bridgwater, Doral’s Auto Repair, San Leandro, CA. Find out how John recovered from losing 3 technicians in 3 weeks.

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John Bridgwater, Doral’s Auto Repair, San Leandro, CA. Listen to John’s previous episodes HERE

Key Talking Points

• Lost 3 technicians within 3 weeks
• “When it’s time to go it’s time to go, don’t prolong the inevitable”
• Has Transformers Institute as coaching company- did SWOT analysis, put an action plan in place
• Replaced 2 technicians already and other interviews scheduled
• Hiring a manager to be an integrator 
• Advice- be transparent and be open, no matter how bad the situation is there is always growth

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Important Books

Check out today’s partner:

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

Is your service advisor stressed? Do you have a full lot of vehicles to repair but have technicians standing around? I’ve been asking shop owners if an estimator role in the business is an important hire. I got an ear full in this Academy Webinar on how the metrics work and the role and responsibilities to consider hiring an estimator or parts specialist in your growing busy shop. All three shop owners on my panel have this role in their shops. 

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John Bridgwater, Doral’s Auto Repair, San Leandro, CA. Listen to John’s previous episodes HERE

Mike Davidson, Parkway Automotive, Little Rock, AR. You can reach Mike at miked@parkwayautomotive.net    Listen to Mike’s other episodes HERE.

John Long, Total True Automotive, Shertz Auto Service, Schertz, TX. Listen to John’s previous episodes HERE.

Key Talking Points

• How do you keep your tech in the bay and the service advisor on the phone and talking with customers?
• Outside calls for appointments and estimates take the most time for service advisors 
• Estimating requires someone that is meticulous and good with the paperwork side of things
• Estimator- technical knowledge and computer skills, can step into advisor role during vacation times
• The consistency of having a dedicated estimator makes things much smoother both for the shop and for the client.
• Allows the service advisors more time with customers and focused on the cars in the shop
• Technicians are the most on board with estimators, consider the estimator to be a “Parts Specialist”
• Outside calls for appointments and estimates take the most time for service advisors 
• The estimator doesn’t have to be on sight at the business- can be a remote position
• Link for Mike Davidson’s Leadership Collection Episodes HERE
• The service Mike Davidson uses to support incoming calls is Live Voice: HERE.

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

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.

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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

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

Panel:

• John Bridgwater, Bridgwater Automotive, San Francisco

• Tom Ham, Autocentric, Grand Rapids, MI and AMN

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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.

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN.  His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adaptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.

Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Hear Matt in these Remarkable Results Radio Episodes HERE.

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 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.

Jude Larson is the Director of New Business Development for the ACT Group.  He is a frequent speaker and trainer at industry events. Jude has vast business experience including being a highly successful service advisor, the owner and operator of a hybrid online and print marketing company, a top performer in the financial industry, and had a record-setting career in retail management. Jude is also a shop owner, Valley Repair in Tenino, WA. Listen to Jude’s Episodes HERE. Jude uses his rich experience and business success as he consults, trains and coaches results-focused solutions with clients. ACT Group website HERE.

 

Key Talking Points

• Must create a learning culture in the business. This allows the entire team to understand the value of training. It doesn’t end at 5 PM. There is an additional investment and the shop owner must invest.
• Owners must lead the way by attending business management/CEO training.
  • If owners ask their technicians/diagnosticians to stay current so should the CEO. Lead by example.
  • Technicians must be involved in their training. Shared costs can be in order as you start to build your learning culture. If they show that they are getting value and using their new education the owner can take more costs off the technician as they show that they are willing to invest in their necessary education.
  • Training helps build a total career professional.
  • Understand the personal motivation of your technicians and support them to build a lifelong career of learning.
• The business must earn the profit it takes to invest in training. Rally your team to help reach that goal.
• Add $2 to your labor rate and carve out that revenue stream for training.
• Create a monthly bonus related to training goals.
• Trainers do not see enough new technicians coming to training.
• Training is a retention tool.
• Invest in local training. It will cost less than the big events where you have to travel.
• Work with your suppliers to get the type of training, you need, on their local/regional training schedules. Look for areas of struggle inside the shop and find the training that will help.
• Associations bring training to their members and are a great source for training and networking.
• Consider a move to daytime training that allows for a better transfer of knowledge.
• Training Tactics: During and after training.
  • You do not have to remember every fact you learn. Jot notes in the margin of the manual. Dog ear a page. Carry post it notes to flag special pages.
  • Put them into the situation from the training they just had.
  • Teach their peers in the shop what they just learned.
    • Teaching is learning.
  • Reach out to your instructor if need be. Be sure you’ve reviewed the training material before you make the call. You may find the information you need in the manual.
  • Shop owners need to have a monthly requirement of X number of training hours from their technicians. All types qualify.
  • Keep a spreadsheet or ‘brag board’ on every training class each technician and service advisor is getting. Build a training resume for each team member.
  • Weekly meetings allow for a discussion on sharing the learning of the week or month.
• Pay plan at Kevin Ecklers Shop:
  • Each month that they complete at least 4 hours of training, they earn a bonus of $1 /hr more for the following month, for every hour worked/billed.
  • We pay hourly with a bonus structure: 4 hours approved education = $1 more per hour
  • Hold 4 or more ASE’s = $1 additional
  • Holding a current New York State inspectors license – $1
  • Productivity over 100% = $1,
  • Less than 1% comeback rate in the previous quarter = $2
  • Bonus’s at 35, 40, and 45 billed hours at $1, $2, and $2 each increment.
  • ASE master tech = $1, ASE L1 =$1,
  • Tenure with the business over 3 Years = $1 over 5 years = $1
• We are up against talent that could look to other industries because they provide paid training.
• Work with our local competition to expand the pie/share for the independents. Stop devaluing each other. Help each other with knowledge.

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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

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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

John Bridgwater always wanted to know, “What makes it go?” At age five he took apart a mechanical adding machine just to see how it worked. Growing up, his father would work on the family van and John would always be by his side asking questions and learning everything he could. Today John Bridgwater and his wife own Wright’s Automotive Service in San Leandro, CA.

It all started with an extra credit high school project.
In high school John got a job with a local tire company, not for money but for high school credit and for the experience. He got his first paying job in the industry in 1987 working for a chain store. His manager took him under his wing and taught him everything he knew. John was promoted from tire installer to technician within a year and began focusing on diagnostics. After honing his skills for a few years, John became lead technician at an independent shop in northern California.

Path to ASE excellence.
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 also was honored as the RepairPal/ASE technician of the year award in 2015.

Since the World Class Technician recognition was established 30 years ago, only 1,914 technicians have been honored. Recipients receive a special certificate signed by the presidents of ASE and the Auto Care Association and embroidered shoulder insignia. Additionally, their name is perpetually inscribed in an honor book located in the Automotive Hall of Fame in Dearborn, Mich.

“Recipients of the World Class Technician Award are truly the best of the best and the Auto Care Association is proud to recognize these professionals with ASE,” said Bill Hanvey, president and CEO, Auto Care Association. “Passing 22 ASE tests is a monumental achievement requiring exceptional knowledge and skills.”

Path to shop ownership.
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.

Why Listen?
Catch his personal commitment to training and how he involves his technician team.
Learn about his ‘Knowledge is Power’ Car Care Clinics
Find out why he doesn’t do oil changes; he does Minor Maintenance Service instead.
Discover who he credits for helping to shape and make his career.

He is also outspoken on the proper pricing of jobs, the shop of the future and why he chooses his suppliers.

Shop Overview:

Wrights Automotive Service website here.

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