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Leadership Deep Dive: Styles, Blind Spots, and Solutions [THA 400]

Carm Capriotto, AAP — Fri, 27 Sep 2024 05:15:00 +0000

Explore key leadership archetypes like the Motivator, the Builder, and Servant Leadership. Our panel shares the must-know strategies for effective communication, team building, and personal growth. Plus, they highlight the power of peer groups, continuous learning, and adapting your leadership style to different situations. This episode is perfect for shop owners, managers, and anyone in the automotive repair industry who’s ready to improve their leadership skills.

Andrew Marcotte, American Pride Automotive, 5 locations, Virginia. Andrew’s previous episodes HERE

Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE

David Askwith, Managing Director, Auto Stream Car Care, MD. David’s previous episodes HERE

Show Notes

Watch Full Video Episode
Importance of Leadership (00:02:46) Andrew discusses how leadership impacts personal and professional spheres, emphasizing its ripple effect.
Leadership Archetypes (00:03:05) Andrew introduces five main leadership archetypes: motivator, builder, accountability, example, and servant leadership.
Learning Leadership (00:05:01) Carm stresses that leadership can be learned and encourages listeners to engage with uncomfortable concepts.
Earning Leadership (00:06:03) Jon explains that leadership is earned through influence, not just given by title.
Adapting Leadership Styles (00:06:56) Andrew discusses the importance of adapting leadership styles to individual team members for effective influence.
Intrinsic vs. Extrinsic Motivation (00:09:01) The panel discusses the difference between external motivators and internal drives for employee engagement.
Effective Motivation Strategies (00:10:12) The importance of understanding individual motivations beyond financial incentives is emphasized.
Communication in Leadership (00:12:22) Carm highlights the necessity of active listening and communication in understanding team members’ needs.
Onboarding and Communication (00:13:15) Jon stresses the importance of consistent communication during onboarding to understand new team members.
Impact of Strong Leadership (00:14:14) Andrew shares a story illustrating how strong leadership can transform team performance dramatically.
Building Confidence in Team Members (00:17:37) Discusses the importance of nurturing team members’ self-image and confidence for their growth.
Balancing Visionary and Integrator Roles (00:18:45) Explores the duality of being a visionary and an integrator in leadership.
Importance of Continuous Learning (00:19:09) Emphasizes the need for leaders to seek new information and stay educated.
Growth Mindset in Leadership (00:20:43) Highlights the significance of a growth mindset for effective leadership and team development.
Avoiding Staleness in Leadership (00:21:34) Discusses the risk of leaders becoming repetitive and the need for fresh insights.
High-Impact Leadership (00:22:17) Focuses on maximizing impact in leadership through disciplined time management and continuous education.
Seeking Knowledge from Multiple Sources (00:23:43) Encourages leaders to gather insights from various experiences and learning opportunities.
The Importance of Communication (00:24:01) Discusses the critical role of effective communication in maintaining team morale and cohesion.d.
Feedback and Self-Improvement (00:27:16) Emphasizes the necessity of seeking feedback for personal and organizational growth.
Surrounding Yourself with Challenging Peers (00:29:33) Discusses the dangers of surrounding oneself with “yes men” and the value of honest feedback.
Intent vs. Impact in Leadership (00:31:05) Examines the complexities of social interactions between leaders and team members.
Navigating Success Disparities (00:33:03) Highlights the challenges of varying levels of success within a team and its impact on dynamics.
Credibility in Leadership (00:35:15) Emphasizes the need to publicly praise and empower leadership teams for better organizational credibility.
360 Feedback Importance (00:36:18) Highlights the significance of anonymous 360 feedback in assessing leadership effectiveness and organizational trust.
Servant Leadership Concept (00:38:48) Introduces servant leadership as a model that requires connection and understanding of team needs.
Continuous Self-Improvement (00:40:29)
Encourages seeking training and peer groups for personal and professional growth in leadership.
Evolving Leadership Roles (00:43:25) Discusses the necessity of adapting roles within a business to foster growth and effective leadership.
Tough Decisions in Leadership (00:44:05) Stresses the importance of making difficult choices, such as letting go of toxic employees for organizational health.

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Auto-Fix Auto Shop Coaching

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

Thanks to our Partner, Today’s Class

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

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Elevating Professionalism Through Language and Terminology [THA 345]

Carm Capriotto, AAP — Thu, 14 Sep 2023 05:15:00 +0000

Our panel discusses the topic of language and terminology changes in the automotive aftermarket service industry. It’s important to use clear and professional language with employees and customers, as well as the significance of honesty and trust in communication. They also touch on the distinction between “technician” and “mechanic” and the need for ongoing training and teamwork. We hope that our discussion will inspire you to reflect on your own communication practices and make necessary improvements.

Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Autoflow. Chris’s previous episodes HERE

Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Shawn’s previous episodes HERE

Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE

Show Notes:

Watch Full Video
Industry Terminology: It’s Time to Change it. Can You Get Behind This? [RR 571]
The mindset shift (00:02:07) Discussion on the importance of mindset in implementing changes and improvements in the automotive business.
Rock star or not? (00:03:38) Exploration of the language used to describe employees, specifically the term “rock star” and its potential negative connotations.
Customers or clients? (00:06:06) The significance of referring to customers as clients and the impact it has on the professionalism and relationship-building within the business.
The value of language in communication (00:07:54) Discussion on the importance of language in communication with clients and staff, and the use of terms like service writer, service advisor, and service consultant.
The shift from mechanic to technician (00:11:08) Exploration of the evolving role of automotive professionals from mechanics to technicians due to advancements in technology and the need for specialized skills.
Developing teamwork and efficiency (00:16:09) The benefits of pairing young technicians with experienced ones to boost efficiency and create a sense of teamwork in the shop.
Using inclusive language and emphasizing teamwork (00:17:16) They talk about the importance of using inclusive language like “team members” instead of “employees” and how it fosters a sense of unity and common goals.
Being mindful of communication and emotions (00:19:47) The conversation shifts to the significance of being aware of one’s emotions and communication style, especially when dealing with employees, and the impact it has on team dynamics and employee retention.
The importance of language and communication (00:23:28) Discussion about the need for patience and grace with young employees, the importance of using positive language with customers, and the impact of words on customer experience.
Empathy towards customers (00:24:20) Emphasizing the importance of empathy and understanding towards customers, recognizing that they may be going through difficult situations, and the role of service teams as counselors.
The power of effective communication (00:26:21) Highlighting the art of effective communication, the significance of practicing communication skills, and the introduction of Remarkable Results Toastmasters group for leaders in the automotive aftermarket.
Creating an Identity (00:31:16) Discussion on turning actions into identities and empowering employees to take action.
Affirmations and Positive Thinking (00:32:05) The importance of affirming ourselves and using positive language to combat negative thoughts.
Standardizing Terminology (00:36:39) The need to standardize industry terminology and eliminate confusing acronyms when communicating with customers.
The invoice vs. work order discussion (00:38:25) The hosts discuss the terminology used in the automotive industry, specifically the difference between using the terms “invoice” and “work order” when interacting with customers.
Understanding AI and big data models (00:40:09) The topic of artificial intelligence (AI) and the role of big data models in shaping AI responses and interpretations.
The importance of effective communication (00:44:21) The significance of effective communication within teams and with clients, highlighting the impact of words on professionalism and everyday interactions.

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

Connect with the Podcast

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

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

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

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

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

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

Acquiring and Transforming a 72 Year Old Business [AW 171]

Carm Capriotto, AAP — Sat, 19 Aug 2023 05:15:00 +0000

Jon Kloosterman, the Director of Operations at West Side Service in Zeeland, discusses their recent acquisition of a business and their approach to training and retention of technicians. The acquired business had been a pillar in the community for 72 years and was ready for a change in ownership. Jon also highlights the importance of maintaining professionalism and focusing on the right KPIs in your business.

Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE

Show Notes:

Watch Full Video
The acquisition of the business (00:03:49) Discussion about the recent acquisition of an existing business and the reasons behind it.
Renovations and community response (00:04:16) Talk about the renovations being done to the building and the positive response from the community.
Training and retention of technicians (00:05:20) Conversation about the training process for technicians, including shadowing experienced technicians and the apprentice program.
The importance of consistent DVI format (00:09:34) Discussion on the need for consistent digital vehicle inspection (DVI) format to ensure uniformity in the pictures taken and information provided to service advisors.
Labor vs Service (00:12:12) Exploration of the concept of using the term “service” instead of “labor” to shift the focus from labor rates to the overall service experience.
Professionalism and image (00:15:42) Emphasis on the significance of professionalism and image in the automotive repair industry, including the impact on customer perception and attracting higher-end clientele.
The apprenticeship program and communication between service manager and shop foreman (00:18:41) Discussion on the relationship between service manager and shop foreman, responsibilities of apprentices, and communication within the team.
Effective labor rate as a key performance indicator (KPI) (00:19:31) The importance of effective labor rate as a KPI and its position in the list of critical KPIs.
Average opportunity as the most consistently watched KPI (00:20:23) Explanation of average opportunity as a KPI

Thanks to our Partner, Dorman Products. 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

Connect with the Podcast:

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

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

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

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

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

Redefining Business Bravery: Stories of Courage [THA 341]

Carm Capriotto, AAP — Thu, 17 Aug 2023 05:15:00 +0000

Join our panel as they share insights on the importance of courage, different leadership styles, the need for tough conversations, and the role of coaching and mentoring in developing courage in teams. The panelists emphasize the importance of effective communication, training, and providing individuals with the tools and confidence to make courageous decisions. They also discuss the need for leaders to make tough decisions even when uncomfortable.

Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE

Jarred Downs, Steve’s Automotive Specialists, Salt Lake City, UT.

Alex Cronin, Ulmer’s Auto Care, Cincinnati, OH.

Show Notes:

Watch Video Episode
Courage in Leadership (00:00:01) Discussion on the importance of courage in leadership and the different styles of leadership.
Teaching Courage (00:04:19) Exploration of how to teach and develop courage in teams and the role of coaching and mentoring.
Tough Conversations (00:06:33) Importance of having tough conversations as a leader and the need for transparency and clear expectations.
Courage in Communication (00:08:59) The importance of checking if messaging got through and the need for leaders to visit stores and have conversations.
Building Courage through Training (00:09:52) The impact of having proper procedures and training in place on an individual’s ability to make courageous decisions.
Confidence and Ownership (00:13:08) The relationship between confidence, ownership, and courage in making courageous decisions.
Courage in Leadership (00:18:20) Discussion on building courage in service managers through coaching and empowering them to make decisions within company boundaries.
Customer Experience Strategy (00:19:16) Exploration of the discretion given to service advisors to make decisions that prioritize customer satisfaction, with post-situation analysis for improvement.
Tough Calls and Courage (00:20:21) Highlighting the importance of having the courage to make tough decisions for the benefit of the company, team members, and individuals, rather than relying solely on self-confidence.

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

Connect with the Podcast

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

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

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

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

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

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

“Goals Set, Goals Accomplished” Jon Kloosterman [AW 133]

Carm Capriotto, AAP — Sat, 26 Nov 2022 05:15:00 +0000

Guest host and shop tour with Jon Kloosterman, Director of Operations, Westside Service, Zeeland, MI. Jon discusses his 2 year apprentice program and the importance of hiring employees that will fit into their team culture.

Watch Episode on YouTube HERE

Jon Kloosterman, Director of Operations, Westside Service, Zeeland, MI. Jon’s previous episodes HERE

Key Talking Points

5 shops, 4 locations
2 year apprentice program- cater to your own organization, tool funds, match with master technician, and given time frame to complete certifications.
Challenge- fitting the business culture
Finding apprentices through high schools- Jon is on board for local high school.
Original location- expanded to 7 bays
“Goals Set, Goals Accomplished” – team goals lead to team events

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:

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

We Are Paperless and Loving It! [THA 302]

Carm Capriotto, AAP — Thu, 17 Nov 2022 05:15:00 +0000

What are the advantages, challenges, and needs for a shop to go paperless? Why is it critical to get buy in from your employees ahead of time? How do you create buy in?

Watch the Episode on YouTube

Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE

Bill Hill, Mighty Auto Pro, Medina, OH. Bill’s previous episodes HERE

Aaron Woods, X-tra Mile Auto Care, Stillwater, OK. Listen to Aaron’s previous episodes HERE

Key Talking Points

Committing to going digital through the struggles: Finding team members that are capable and can teach the rest of your staff to use the digital platforms so they can teach those who aren’t so technologically savvy. Let your team members build the inspection, they are the ones doing it, and it will create ‘buy-in.’
For DVI’s be sure to take pictures of positive items as well- use the green to sell the red
Equipment- consider tablets, wifi keyboards, wifi enabled Trac phones for each individual. Centrally located computers for teams to use to research. Phones can be put in pockets, take better pictures and break less frequently
It’s not a change of who you are and what you are doing- it’s an advancement and enhances your processes and procedures
Going paperless will challenge your weak workflow processes, and any holes in your workflow will begin to show. It is imperative that each shop establishes strong communication expectations on things such as returning parts, dispatching, inspections, parts lists, etc
400% rule- keeping track of repairs not sold with a date to remind customers
It’s not a change of who you are and what you are doing- it’s an advancement and enhances your processes and procedures
Cloud-based storage for easy access (google drive for parts invoices, shop management systems for customer invoices & inspections)
Recruiting the younger generation with digital services
Colored key tags with invoice number– the paperless process starts 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:

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

Why We Are Better Than The Car Dealerships [THA 257]

Carm Capriotto, AAP — Thu, 06 Jan 2022 05:15:00 +0000

Key Talking Points

Dealership “trains” customers that they need to have their car serviced at the dealership.
Let the service speak for itself
The warranty on repairs is only 12 months/12,000 miles, some imports have just upped the warranty to 24 months/24,000 miles- independents can offer 3 years 36,000
Offering better product as a whole-perception of professionalism (atmosphere/waiting area/website/exterior etc)
“Let us be your Google.”
Developing lifetime customers- personal touch and building trust
Offering convenience- loaner vehicles, pickup and delivery services to our customers at no cost, Uber and Lyft rides
We use the best quality OEM parts.
We offer a touchless service that uses a secure online payment portal as well as an outdoor lockbox system.

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 Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com

Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few?

Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day.
Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop. Visit www.getbroadly.com/chat to learn more.

The Panel

Jake Sorensen, McNeil’s Auto Care, Sandy, UT 2019 NAPA ASE Technician of the Year and 2019 Ratchet + Wrench All-Star technician of the year. He is an ASE Master technician with L1,2 and 3 advanced level certifications. He is the shop manager and diagnostic technician at McNeil’s Auto Care in Sandy, UT where he helped develop an apprenticeship program that is registered with the U.S. Department of Labor. This program has graduated several high-performing automotive technicians and was used by NAPA Auto Care as a template for their automotive apprenticeship program. Jake also developed the curriculum for an automotive course that he teaches at an adult education high school. Listen to Jake’s previous episodes HERE

Jorge Gilligan, Revolution Motor Works, Finksburg, MD Listen to Jorge’s Episodes HERE.

Jon Kloosterman, Director of Operations WestSide Auto Group, Zeeland, MI, 3 Locations. Jon started in the Automotive Industry in 2008 as a General Service Technician for Westside Auto Group. In 2012 he became a full time Service Advisor as Westside Auto Group expanded their original location from 3 to 7 bays. He has been part of Westside Auto Group’s growth process holding Manager positions in multiple locations. In 2020 he became the Director of Operations for what is now a 3 location operation that serves communities in West Michigan. He holds multiple ASE Certifications and has had the opportunity to serve on multiple different panels in West Michigan’s Independent world. Listen to Jon’s Episodes HERE

The Power of Transformational Coaching [THA 242]

Carm Capriotto, AAP — Thu, 23 Sep 2021 05:15:00 +0000

Patrick McHugh always tinkered with ‘stuff’. His dad bought an ’85 BMW. They learned all about that car together. A friend, Eric, had a lift and was a BMW person who helped Patrick and his dad learn everything about the CAR.

At 15 years old he started working in an airport, doing odd jobs, to earn credits to learn to be a pilot. He soloed at 16 years old. The day before college he got his pilot’s license

Patrick attended Purdue University where he studied aeronautical technology. He kept flying and earned his instrument license and became an instructor. He loves to teach.

As fate would have it, he became a pilot upon college graduation from Trans State Airlines a regional carrier for United. He was based in Richmond Virginia. With normal pilot downtime, he continued to tinker with BMW’s.

He discovered that being a pilot was not for him, so he went into avionics and shade tree work at home. There were too many cars in the driveway, so he had to decide to stop or go into business.

Bimmer Rescue was created in 2008 in Richmond Virginia and generates a big portion of its business through referrals. They earn their business through their professional service and attention given to each customer.

Patrick’s goal is to develop a relationship with BMW, Mini, Audi, and Volkswagen owners that allows them to get the maximum amount of value from their vehicle rather than buying a new one. Listen to Patrick’s previous episodes HERE.

David Askwith, Managing Director, Auto Stream Car Care, MD. David oversees all of the daily sales, operations, personnel and marketing functions. Responsible for six locations, with 39 bays and annual revenue of 9.4 million dollars. Responsible for 11 direct reports with a company of 53 employees.

Key Talking Points

Transformers Institute- Dan Taylor stood on a table about “Transformational Coaching”
Annual emotional intelligence review- what are your accomplishments? What are your misses? What do you want to do better? Obtain their feedback and learn about the goals they want to achieve. All-encompassing. “Sitting on the same side of the table together.” Employees feel a part of the business processes/procedures. Ownership of their own growth. Let people write their own story, this will be the easiest path for them and you. Don’t push a square peg round hole. Leaders encourage feedback.
Practicing active listening: “Unpack” what people say. Get used to saying, “What did you mean when you wrote XYX” or “Can you please expand on this statement.” Listening doesn’t always mean you sit quiet, you also guide them along the way.
As an owner take notes and start the employee on their goal paths.
Goal posters- dreams and visions. Walk alongside your employees.
Believe it will work before you implement it. Listen to what your coaches and coaching groups are saying. Start with the employee you’re most comfortable with first.
“Write your own story” to grow in the shop

A special thanks to Patrick McHugh, David Askwith and Jon Kloosterman for their contribution to the aftermarket.

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Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few?

Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day.

Broadly helps you automatically request reviews so that your customers can promote your business with just one click.

When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review.

Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop. Visit www.getbroadly.com/chat to learn more.