Watch Video Episode HERE

John Gustafson, Gustafson Brothers, Huntington Beach, CA. John’s previous episodes HERE

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

John Eppstein, John’s Automotive Care, San Diego, CA. Listen to John’s other episodes HERE

Show Notes:

• California non pretrolium zero emission no sales 2035
• Start working on hybrids- EV is a hybrid without a gas motor
• What are the service opportunities on EVs? Preventative maintenance package, component replacement, and programming.
• Where will you plug your car in? At home? Infrastructure?
• Staying in contact with customers on a consistent basis will be more important than it is now- visit per customer dropping but ARO going up
• Range anxiety
• Fleet average age 12 years old
• Train service advisors- learn the language, get the trust of the EV customers
• As a shop, if you’re not working on hybrids now, you need to start. You need to learn it. You need to get that training because an EV is simply a hybrid without a gas motor for all intents and purposes. If you understand and have experience with the hybrid aspects, the electric side of hybrid vehicles, EVs will just come naturally.

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

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John Eppstein, owner of John’s Automotive Care, San Diego CA has been in business since 1998. The business is a complete general automotive repair and a smog test station. John’s Automotive Care has been relocated twice; the last move was in 2003. John has been in the automotive industry since 1985. He is the Immediate Past President of the B & G Clubs of East County where he’s worked since 1996. He is also a member of a local NAPA BOG group. John’s been a member of ASCCA’s Chapter 24 for over 12 years during which time he has served as secretary, vice president and chair of the Meetings Committee. John’s Automotive Care is also currently an ASC Educational Foundation Cars for Careers donation site for San Diego, CA. Listen to John’s other episodes HERE

Dave Kusa is the owner of AutoTrend Diagnostics in Campbell, CA. Dave is very active in Chapter 42 and currently serves as a board member and chapter representative. He has also helped several new shops become ASCCA members. Dave advocates with local legislators on behalf of small businesses and their employees. He contributes to TeamTalk and is a huge resource for members. He was ASCCA’s past president. Look for Dave’s other episodes HERE.

Key Talking Points

• Purpose – Raise funds and money to support and encourage technical education and training for the automotive industry through scholarships, endowments, career development and other industry inspired programs.
• Vehicle donations from customers that go to auction- “cars for careers” Example- transmission/engine repairs. You are able to donate a vehicle  no matter where you are, it’s not limited to only California
• Low overhead- about 75% of the money coming in from the vehicle donation program gets put into funds. Volunteer-based foundation. You don’t need to be a shop owner to be included in the board of trustees (tax advisor, grant writer etc)
• Last year they awarded 28 scholarships to 16 deserving students for a total of $23,500. To date, this is the largest amount awarded in the history of the Foundation.
• Schools involved – community colleges across California such as Cuyamaca College, Skyline College, Rio Hondo College, San Diego Miramar College, Citrus College, Chabot College, UTI
• Vetting process – Scholarships are awarded to students who fill out applications at https://automotivescholarships.com/ all applicants that meet basic requirements are then scored by a panel of automotive professionals and winners are picked from the highest scoring applicants.
• Opportunities to create a scholarship- John has started a scholarship with his business. He will match whatever his employees put into it. There are also one time scholarships for smaller amounts.

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Important Books

Check out today’s partner:

Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future.

Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.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

Co-hosted by ‘G’ Truglia from TST

The panel:

• Rob Morrell, Senior Training Director WorldPac
• Matt LeLacheur, Corporate/Government Affairs Director – NESSARA
• New England Service Station & Auto Repair Association
• Mark Warren  WTI Training Manager
• John Eppstein, John’s Automotive, President of ASCCA and owner of John’s Service, San Diego, CA
• “G” Truglia, (TST)
• Ron Turner, ASA PA
• Matt Dougher, Executive Director, ASA Ohio
• Dave Hinz, Incoming President ASA Illinois, owner of Master Tek Auto Repair, Algonquin, IL
• Jeff Lovell, ASA Northwest, Event Chairman
• Margaret Ragan, Outreach Coordinator, NATA   (Northwest Automotive Trade Association)
• Robert Gruener,JR, Autotechtronics by Robert, ASA Texas President
• Mary Steele, ASA Florida
• Coordinator of this CarmCast,  Brenda Wolslegel, ASA Northwest

Link to pavetraining.com

The Panel:

John Eppstein is the owner of John’s Automotive Care in San Diego, CA. He is the incoming ASCCA President. 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 one interview in episode 119, 200 and Academy 003 on the Top Qualities of a Service Advisor. Look for John’s other episodes HERE.

Carolyn Coquillette of Luscious Garage, San Francisco, CA chairs the ASCCA Connected Cars Committee, serves on the ASCCA Board of Directors and is active in her local San Francisco chapter. She’s also the Founder and CEO of Shop-Ware. Look for Carolyn’s other episodes HERE.

Dave Kusa is the owner of AutoTrend Diagnostics in Campbell, CA. Dave is very active in Chapter 42 and currently serves as a board member and chapter representative. He has also helped several new shops become ASCCA members. Dave advocates with local legislators on behalf of small businesses and their employees. He contributes to TeamTalk and is a huge resource for members. He was ASCCA’s past president. Look for Dave’s other episodes HERE.

Rory Balmer of Twin Peaks Auto Service in Twin Peaks is a past ASCCA Chapter 14 President and a past ASCCA Membership Committee Chair. He is the incoming ASCCA Vice-President. Rory is working full-time at his business. He attends De Vry University, where he is completing a BA degree in technical management. He will be attending Washington State University, entering into the Executive MBA program. ASCCA Past President Mary Kemnitz says Rory is “One of the most effective committee members I have ever had the pleasure to work with. He has won the “One Member Can Campaign” twice. He has had a significant impact on the growth and energy within Chapter 14. Look for Rorry’s other episodes HERE.

Key Talking Points:

• California Mandate to sell only new cars being Electric Vehicles in 2035
• We have plenty of time to be trained, learn the technology and change your business plan.
• Electric Vehicles (EV’s) take longer to break.
• EV Repair Orders ( R/O’s) will be higher.
• The industry will transition as EVs become a larger part of the car parc.
• Electric fleets will be able to let vehicles rest and recharge.
• ADAS and Autonomous Vehicles along with EVs are important trends that every shop owner and future shop owners need to pay attention to you
• EV repair could be more modular.
• Hybrids are a great place to start to embrace the future EVs
• A recommendation is to buy a used Gen 2 Prius (2004 – 2009 ). Add it to your loaner fleet, learn all about it, get to training and put up your shingle that you repair the Toyota Prius. You should learn about battery, the inverter and motor. Get inside of it with your scan tool. Let it be your trainer vehicle. You’ll need service information and OE scan tools.
• Keeping the channels open for parts and tooling. ASCCA is fighting for that
• Education for our entire staff with a continual education commitment on all new technology.We need to work with our colleges and high schools to move way from carburetors and into electric drive trains and ADAS
• We will lose the smart bright young people to other industries if we don’t start to introduce all-new technology into our educational system. 
• Every manufacturer is pushing Electric Vehicles.
• Volkswagen is pushing toward an all model Electric Vehicle commitment. VW is the largest vehicle manufacturer in the world.
• In repairing an EV, there is a layer of systems that don’t exist on an internal combustion engine (ICE) vehicle. 
• There is worry that EV cars and the new EV manufacturers will stay at the dealership. It is very expensive to create a dealership network.It is not in the best interest for new manufacturers to set up a dealer network and the independents can be an important part of maintenance and repair for these manufacturers.
• It may be too early to consider working on each manufacturer’s EV models. Tooling up will be very expensive, and access to parts and training will make it too early to rush into this.
• Fuel cell vehicles are also going to grow. More to repair on them.There will be segments of the country that will not see these cars for some time.
• As the future unfolds, embrace the new technology. Learn all about it
• Consumers want you to work on their cars. Embrace every opportunity
• The California mandate for 2035 has manufacturer support and it must open the aftermarkets eyes to embrace EVs The success formula or business model is not there and is a moving target. Keep an open mind.
• Adapt or become obsolete
• Globally manufacturers are committed to EVs. You will not fight it, yet it will have time to prepare. Pay attention to the evolution of the marketplace, new technology and trends.

Resources:

• A special thanks to John Eppstein, Carolyn Coquillette, Dave Kusa, and Rorry Balmer for his 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



The Panel:

John Eppstein is the owner of John’s Automotive Care in San Diego, CA. He is the incoming ASCCA President. 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 one interview in episode 119, 200 and Academy 003 on the Top Qualities of a Service Advisor. Look for John’s other episodes HERE.

Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981.

Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.

They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Look for Judi’s previous episodes HERE.

Keith Williamson is the owner of Williamson’s Repair and Tire in Bondurant, IA for over 20 years. He is a member of MWACA where he leads the Shop Owner Support Group (an amazing group of shops) in Iowa. He and his team focus on the customer experience, as well as Hybrid, Electric and emerging vehicle technologies. He recently added a solar array to his building and uses a Toyota Prius and Chevrolet Volt as shuttle vehicles and plans to add more hybrid and electric vehicles as they continually update their loaner fleet. He is a member of RLO Training’s Bottom Line Impact Group for 4 years. Listen to Keith’s previous episodes HERE.

Lisa Eckler is an executive assistant by trade, and a native upstate New Yorker – and somehow managed to marry a Red Sox fan!  Lisa’s background in office management and marketing brought a new facet to the business. When she left her position three years ago, Lisa became the business and marketing manager for Foreign Car Specialists.  In her new position, she has increased customer awareness for the business, increased the shop’s search engine optimization (SEO) and has brought the business to the first page of Google’s organic rankings for search engine results.

Lisa has two boys who are grown and gone and a daughter still at home.  Kevin’s teenage daughter and son live with them full time and rounding out the family are four cats, a perfect dog and 11 chickens who provide breakfast and entertainment daily. Find Lisa’s other episodes HERE.

Key Talking Points:

• You need to be in a good place in your business where you need help or a bad place and you need help, twenty groups are for you. You must be willing to commit to the process and responsibility
• You don’t know what you don’t know and discover that in a big way by joining a twenty group
• Learn quickly what basics you need to start fixing
• You’ll learn to give a higher level of customer service and give exceptional service
• Judi is experiencing an explosion in your business since she is focused in another area with ATI to support its 20-Group program. Without Judi, the business is flourishing.
• Besides national groups, there are regional twenty groups
• Find close friends that are all willing to help you with your success and even take your call then things are not going well. Lean on each other.
• There are local groups such as NAPA’s BDG (Business Development Group). Jasper has some groups like this. But they are not exactly like twenty groups, but they are there to help.
• Travel in twenty groups can be limited to twice or three times a year and ZOOM meetings monthly supplement
• Google Drive is supplementing the ease to share your numbers and even ads used to hire
• One of the biggest values from twenty groups is accountability
  • It is not easy to accept accountability from your peers especially if you are not strong enough to hold yourself accountable
  • It is OK if you are struggling and being held accountable will help you and your business to blossom
  • You are looking too closely at your business. Backing up and getting a bigger picture will help you see what is wrong
• Many who going twenty groups find themselves at the bottom of the metrics. The goal is to grow your success by measuring your success
• You’ll find members in your group that have special strengths to pull from. They are for you to use
• Some twenty-groups use this time for social, to get to know each other and some for philanthropic purposes
• Grow as a leader and become a reader (readers are leaders). Books on Tape and podcasts are great resources for learning
• Other networking opportunities like BNI are places you can get help
• Great ideas on what to do beyond the shop: Mentoring
• Many did not enjoy going to work until they joined a twenty group
• Twenty-groups help you find and pull the levers of change
• Twenty-groups do shop tours:
  • You get a chance to have your peers review you. All details.
  • Accept what you learn and start your transformation
    • Can be difficult to do
  • You’ll discover things you already knew you had to do (why not do them?)
  • You’ll learn things you did not know you needed to change
  • Judi has done a virtual tour for her group and learned a lot and learned a lot more when there was an actual shop visit from her twenty-group peers.
  • A marketing survey ‘Do you own your own neighborhood’ Survey of local businesses by your twenty-group members
• Financial measures and goals are one of the first things you’ll start to learn in a twenty-group
• You learn a lot about the soft skills that make you a better leader
• Most owners are car people and not business people. Hence the value of a twenty-group
• The panel believes they get an ROI on the costs they spend on going to their twenty-group meeting

Resources:

• A special thanks to John Eppstein, Judi Haglin, Kieth Williamson and Lisa Eckler 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.

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Subscribe to a mobile listening app HERE.

Town Hall Academy Sponsored by:

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

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 re-manufactured drive-train 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

• Data Week
  • The episode with Bill Hanvey HERE on Data Ownership
  • Latest Geek Talk episode HERE
  • Future Episode with Joe Register HERE
  • Trip to Florida with AAAS
  • Don’t you think that with ADAS and Autonomy that Periodic Safety Inspections will become the norm in all states?
  • Salute to John Eppstein President of ASCCA
  • Website – Your Car Your Data .Org HERE
  • Information on all Auto Care awards: www.autocare.org/awards

WATCH VIDEO HERE

Rocky Khamenian is the owner/operator of Bimmer & Benz Specialists in Costa Mesa, located in south Orange County, CA. He is an active member of Chapters 48 and 50 of the Automotive Service Councils of California. He has served on the Board of Directors for those chapters.

Throughout his 32-year career, Rocky has continually increased his education to maintain the highest possible level of professionalism. He’s achieved the status of Master Technician through ASE and he has completed a wide variety of technical classes on the repair and maintenance of BMW and Mercedes Benz vehicles through WTI. He is becoming certified as a Bosch Master Technician.

Rocky is the outgoing president of ASCCA Automotive Service Councils of California. He gives some life lessons for every shop owners, shares the importance of association membership and gives us a glimpse of the new ASCCA Degree program at Cuyamaca College in El Cajon, California. Look for Rocky’s other Episodes HERE.

Rory Balmer of Twin Peaks Auto Service in Twin Peaks is a past ASCCA Chapter 14 President and a past ASCCA Membership Committee Chair. He is the incoming ASCCA Vice-President. Rory is working full-time at his business.  He attends De Vry University, where he is completing a BA degree in technical management. He will be attending Washington State University, entering into the Executive MBA program. ASCCA Past President Mary Kemnitz says Rory is “One of the most effective committee members I have ever had the pleasure to work with. He has won the “One Member Can Campaign” twice. He has had a significant impact on the growth and energy within Chapter 14.

John Eppstein is the owner of John’s Automotive Care in San Diego, CA. He is the incoming ASCCA President. 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 one interview in episode 119, 200 and Academy 003 on the Top Qualities of a Service Advisor. Look for John’s other episodes HERE.

Key Talking Points:

• ASCCA Presidency- engage and unite  automotive shop owners
  • Follow guidelines
  • Do the guidelines with your own personality
  • On 8 committees, visit chapters, and constant communication with the administration
  • Brought vendors to the association- make industry and association stronger, will only help their business in the end  
  • VP Rory- ETI committee (Education Training and Information)
  • Getting new members- need to continue to connect with shops (what’s working and not working), every shop has different problems, “what can we do to help?”
  • Enroll and inspire other chapter leaders/members to connect with people
  • Legislative day- April, make an impact on shop and industry
• Biggest challenges for automotive shops
  • Finding quality employees
  • Lack of training
  • HR issues as your business grow larger
• Connected cars
  • Informing members about the future and beyond
  • Team weekend trainings- 4 times per year
  • NASTAF securities

Resources:

• Thanks to Rocky Khamenian, John Eppstein, and Rory Balmer for his contribution to the aftermarket’s premier podcast.
• Twin Peaks Auto Service Website HERE.
• John’s Automotive Car Website HERE.
• Bimmer & Benz Specialist Website HERE.
• 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.

Scott ‘Gonzo’ Weaver sold his business Superior Auto Electric in Tulsa, OK, in 2017. He had the shop for sale for a while, but a medical condition accelerated his move as he had to mothball the shop while he recovered. Scott continues to write for magazines and automotive publications. He is remodeling his home and teaching student the automotive trade. Listen to Gonzo’s previous episodes HERE.

Scott Pelava founded LONSDALE AUTO WORKS in 2005.  As an ASE-Certified Master Auto Technician, L-1 Advanced Engine Performance Specialist and Service Consultant, he saw the need for a more modern auto service center in the fast-growing community of Lonsdale, MN.

In 2015 Scott created the Auto Shop Owners Group on Facebook which today has nearly 4,000 members. Scott is also very active in the community, as he is currently a third term Lonsdale City Council Member, has held numerous leadership positions with the Boy Scouts and has served as a director of the Lonsdale Chamber of Commerce. Listen to Scott’s previous episodes HERE.

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 one interview in episode 119, 200 and Academy 003 on the Top Qualities of a Service Advisor. Listen to John’s previous episodes HERE.

Key Talking Points:

• John added a second store in a ‘quick’, A very fast opportunity.
  • He has a few regrets. One big one; never assume the previous shop’s obligations.
  • John thanks his people for working hard to integrate his second store.
• Scott Pelava is considering adding a new service. Collision.
  • There is only one collision shop is his town and 5 automotive shops.
  • They are getting rid of the extra services they do that are not profitable.
  • He doesn’t work on RVs in his lot one morning, but  
• Gonzo says so many customers come back with an unrelated problem that they feel was your problem when their vehicle was in the shop.
  • He makes it right and in his 30 years very seldom do those customers don’t come back. He says it is like loss leader money.
• DVI will help prevent some customers from coming back blaming the previous repair on the current problem. DVI will create a strong baseline for the condition of the vehicle when in the shop last.
• John takes pictures of the dash with the door closed and the vehicle running.
• Security systems in the shop can help to alleviate claims. I’m some cases you don’t even have to pull the footage as long as you have it the customer may retreat.
  • People are not trying to be dishonest it is their perceptions on things.
  • Some people enjoy the argument with you.
• As an industry, our image is all over the place.
  • Every independent will have a different look.
  • Your image should be designed to the people you are trying to attract. (your ideal customers)
  • All independents represent each other.
  • You need a professional look and feel looking to attract the female customer.
    • Clean restrooms, flowers, plants, clean exterior, and interior.
  • Scott Pelava paved his parking lot and it did wonders for his image and for his customers accepting the prices he charges. “Operation Blacktop!”
    • Big curb appeal increase. It made noise in the community.
• Ask your training partners (suppliers and association) for the classes you need.
• John would not be there today with his association membership, involvement in his business development group, training he has been involved with. Including joining the leadership of your associations.

Resources:

• Thanks to Gonzo, Scott Pelava and John Eppstein 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.
• 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

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, and learn more about the new products, services and equipment you’ll soon be using 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.

Subscribe to a mobile listening app HERE.

We get a glimpse of the new ASCCA Degree program that has been in the works for years that has just been approved at Cuyamaca College in El Cajon, CA.  This state-approved credit course and will create paid internships from ASCCA shops. This is a  post-secondary program like the OE programs but strictly for independents and will help solve the need for entry-level technicians for independent shops.

ASCCA Guest Panel:

Dara Bakhshandeh is from C & D Auto Care which is a family-owned, team operated, 6,500 square foot automotive service and repair facility where Dara works on domestic and Asian vehicles. He is Treasurer of Chapter 24 and a Trustee for the Automotive Service Councils Educational Foundation.

As a long-time member of ASCCA, Dara says that there are many benefits to being an ASCCA member. “Networking with other shop owners and learning from their experiences is a huge benefit, plus the support and help you receive in a time of need. Another great benefit is being updated on various bills going through the legislature that could negatively affect our industry.”

Dara also said there are many special and memorable moments that go along with being an ASCCA member. “There are many Team Weekends that hold my favorite memories. I love seeing how the association comes together and I appreciate the time donated by the Board to make the automotive industry better today and in the future.” Learn Dara’s Previous Episodes HERE.

John Eppstein is the owner of John’s Automotive Care in San Diego, CA, admits he was a better tech than a businessman but did something about it. John opened up JAC in April 1998 and was the only employee for the first 3 years. His career in the automotive field started when he turned 16, and he has been working full time ever since 1983.

John is an ASE Certified Master Technician and has been since 1999. When not at the shop, his love for sports takes him from the soccer fields to the OTL courts at Fiesta Island. Collecting baseball cards and working with his favorite non-profits like The Boys and Girls Clubs of East County and The Automotive Service Councils of California. 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.  Learn John’s Previous Episodes HERE.

Brad McCombs is the Instructor and Coordinator for the Ford ASSET Program at Cuyamaca College’s Automotive Technology Department. Brad is currently enrolled MA of Learning Design Technology – San Diego State University – August 2017. Relevant Course work and Coursework Collaborate with the Ford Instructional Design Team:

• Design training and performance support programs, course and resources
• Design job aids and electronic performance support systems
• Work on usability and human-computer interaction design
• Conduct research
• Build complex websites
• Oversee learning management and content management systems
• Build coaching and mentoring systems
• Evaluate program effectiveness and impact
• Analysis learning needs and performance opportunities
• California State Chancellor’s Office Certification Distance Education Instruction
• Ford Instructor, Bosch Master Technician, ASE Master Technician
• Ford ASSET Coordinator and Grossmont Cuyamaca Community College Automotive Department Coordinator
• California Bureau of Automotive Repair Licensed Training Instructor and Subject Matter Expert
• Business Owner Harloff Import Parts, Service, and Technical Training – 1993 – 2010 (CA Private Post-Secondary Education) – BAR Contract Technician Training

Brad was very instrumental in bringing this program to fruition. Discover Brad’s Previous Episodes HERE.

Key Talking Points:

• ASCCA Degree program- Approved by the state of California.
  • The seed of this idea started 6 years ago as Dara was trying to find qualified technicians
    • How do you improve the pool of interns to start with?
    • Instead of colleges being concerned on equipment they’re getting for classes they need to focus on the relationships with local businesses.
    • Show students plan (5-year journey) and measure goals along the way.
  • John is a member of the advisory board/foundation for Cuyamaca College.
  • Brad McCombs is the Ford ASSET Coordinator and Instructor at Cuyamaca College who had a big role in creating the course outline that was approved by the State of California. These are handpicked college courses that pertain more to current modern day vehicles.
  • Colleges in California can participate in the program- ASCCA will approve schools.
  • Their goal is to grow the program from associates degree to a bachelors degree.
  • 12 units of supervised work experience (1 unit= 70 hours of working in the shop)
  • The program will appeal to students that dream of owning own business one day and want to work and learn from a shop owner.
  • Based on ASE Educational Foundation (formerly NATEF) standards and competencies.
• Developing program in other states
  • Need an association like ASCCA to oversee it and independent shop owners that recognize the need for it.
  • ASCCA will offer out of state memberships.

A sincere thanks to John Eppstein, Dara Bakhshandeh, and Brad McCombs for being on the podcast.

Resources Mentioned:

Automotive Service Councils of California

Cuyamaca College’s Automotive Technology Program HERE.

ASCCA Proposed Associate of Science Automotive Technology College Degree Program. Download HERE.

ASE Education Foundation (formerly NATEF) HERE.

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 Federal-MogulMotorparts 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

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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

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

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This was our 1st and we were working through start-up technical difficulties. Each week there were improvements made to the quality.

Academy Panel:

Jody DeVere is CEO of Ask Patty. Jody works with automotive retail locations to become Certified Female Friendly, learning how to create a culture and experience that attracts and retains loyal women customers.

Greg Skolnik, Owner, Manager, and Master Technician, guiding Motor Works, Inc from its inception to the well-established and highly regarded service facility it is today. He is certified as a Master Automobile Technician and holds the prestigious L-1 advanced engine performance and emission analysis certification. In November of 2004, Greg also received his (A.A.M.) degree from the Automotive Management Institute.  Hear Greg’s episodes 46, 63 and 69 (e-Myth)

John Eppstein is 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 one-on-one in episode 119.

Talking Points:

• How do you measure loyalty?
• Do loyalty programs work?
• Listen to your customers.
• Give your customer something positive to remember you.
• Processes are very important to create customer loyalty.

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The 200^th  episode is a milestone. I had envisioned, it but it was so sweet when it got here. I’m humbled for the mounting support for the podcast and frankly could not have provided the aftermarket this huge resource without the guests that have come on the show and shared their story and their passion; from service professionals to industry leaders, trainers, coaches, industry execs, et al.

Keep in mind you can listen, audio only, right here on the website, on the FREE podcast APP, on iTunes, Google Play and iHeart Radio. The video is also available right here on the site or on my You Tube channel.

Joining me on the retrospective are 10 podcast alumni who discussed a plethora of subjects with a focus on what transpired with the podcast in the past last year. We also got into some top industry topics.

I know how much the podcast is valued in the industry, but to hear from these respected peers shows how it has impacted many lives.

You know I care about building a stronger aftermarket; to fundamentally transfer the way professionals think about their success by putting it out there in a most transparent way. So enjoy the behind the scenes moments, the nice accolades sent our way and to the camaraderie that transpired during this fun and inspiring episode.

Joining me on the show:

Bob Greenwood Automotive Aftermarket E-Learning Center, Episodes 40 and the Town Hall on Succession Planning Shari Pheasant Horsepower Strategies, Episode 68 Bill Nalu Interstate Auto Care, Madison Heights, MI, Episodes 39, 69, 100, 118 and Town Hall Resolutions 2017 Bill Haas NACAT and Haas Performance Consulting, Episide 106 Matt Fanslow Shop Manager and Diagnostician, Riverside Automotive, Red Wing, MN, Episode 122, 146 and Town Hall Best Conferences to Attend 2017 Barry Barrett Director of Training at RLO, Episode 130, Town Hall Resolutions 2017, Town Hall Great Traits of a Service Advisor John Eppstein John’s Automotive Care, San Diego, CA, Episode 119 and Town Hall Resolutions and Town Hall Qualities of a Service Advisor Joe Hanson Gordies Garage, Madison Heights, MI, Episide 177 Jeremy O’Neal President of Advisor Fix, Episode 124 and 178 on the Digital Sales Process Tristan Realubit Realhouse Automotive, Westmount, IL, Episode 179

Episode Topics that have Creamed to the Top

• Business Culture
• Customer Service
• Technician Shortage
• Technician Training
• Technology: Vehicles, Autonomous Cars
• Digital Vehicle Inspections
• Processes and Systems Win Wars
• Service Advisor Training
• Overcoming obstacles

Podcasts by category (multiples may be listed)

• Coaching – Advice – Leadership Series (18)
• Entrepreneur Series (99)
• Face To Face Series (10)
• Industry Thought Leaders Series (43)
• Industry Women Series (28)
• Married Partners: A Wife’s Perspective (2)
• MSO: Multi Shop Owner Series (13)
• ON-POINT Series (75)
• Support Services Series (9)
• Technician Talk (9)
• Technology Series (15)
• Training/Future Technicians Series (31)

New since the 100th episode is the Town Hall LIVE Forum. Broadcast live very Friday at 12 Noon Eastern on Facebook Live. A powerful weekly discussion on a single industry topic with a panel of experts.

In late 2016 we released our own podcast APP. Get it at your APP store. Search for Remarkable Results Radio

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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

John Eppstein from John’s Automotive Care in San Diego, CA was recognized in 2016 as the NAPA ASE Technician of the Year.

Started Like So Many Others
John Eppstein started in the automotive industry in 1983 because he wanted a job where he could help people. Like so many others in the industry, John pumped  gas at a Texaco station and serviced vehicles which soon turned into working on cars exclusively.

It didn’t take long for John to figure out that he wanted to run his own shop. Every chance he got he was taking classes offered by Sun, O/E dealers, various parts stores, and NAPA.

First shop, then expansion
In February 1998 John opened John’s Automotive Care.  John opted to stay in his neighborhood because of the relationships he had built with his customers. John’s business model was going to be based on customer service, high quality repair and giving back to the community. In 1999 John completed his ASE Master Technician certification. For the first 2 ½ years in business John was a solo-entrepreneur; he worked by himself.

He expanded once after 2 ½ years. Then his third expansion came when he was offered a chance to move into a much larger facility by a shop owner that wanted to retire but he didn’t want just anyone to take it over. The seller wanted someone who would take care of his customers and employees as John had demonstrated over the years. He’s been in his current location since 2003.

Community
John has a big community involvement with the Boys and Girls club leading the list. John is also a donation site for the ASCCA Cars for Careers program and is the Southern California contact for the program that raises scholarship funds for up and coming techs going to college.

John is also on the Advisory Committee for Cuyamaca College’s Automotive Technology Program as well as being a part of the NATEF re-certification team in 2009 and 2014.

Customer Service Strategies
With customer service being one of John’s strongest strategies, he says, “There is no silver bullet but you must spend time and money  on customer retention. Sure your good looks and charm will bring some people back but it takes a little more than that. Listen to your customer’s as many of the below items were started by customer comments.”

• Spend a minute talking to the customer when you walk them to their car after repairs are completed talking about what they want
• A bag of candy with a thank you and next visit coupon after every visit
• Thank you letter and coupon to all new customers
• Follow up calls after repairs to all customers
• Customer of the month drawing announced by email
• Thank you letter and coupon for a referral
• Monthly email newsletter
• Preferred customer “VIP” card
• Oil change punch card on their key ring
• Customer surveys and call people that don’t give 100%
• Special giveaways throughout the year such as Roses at Valentine’s day and calendar’s around Thanksgiving
• Every child that comes in gets to pick a toy from the toy box
• Dog treats and water for all the dogs
• Buy customers lunch when they are waiting at lunch time
• Candy , fruit, snacks, water, coffee and soda anytime a customer comes in
• Free car wash
• Service reminder email and postcards
• Clean and updated waiting room and bathroom
• Thank EVERY customer for putting their trust in you
• Doughnuts and/or lunch for your accounts
• Referral program with free service to referrer

Overview of John’s Automotive Care

John’s Automotive Care web site 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