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The Rise of the Specialist: Redefining Automotive Professionalism [THA 485]

Carm Capriotto, AAP — Fri, 15 May 2026 19:00:00 +0000

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Host Carm Capriotto is joined by shop owners Craig Noel, Brett Beachler, and Tom Palermo for an important discussion on how “The Rise of the Specialist” is moving from idea to implementation inside automotive repair shops across the industry. Written by Carm Capriotto, “The Rise of the Specialist” is a growing movement and declaration designed to elevate the language, image, professionalism, and culture of the automotive service industry.

In this episode, the panel shares how they are actively implementing “The Rise” within their own businesses, from changing terminology and redefining job titles to elevating customer communication, shop presentation, and team culture. The conversation highlights the real-world challenges and successes of shifting away from outdated labels like “mechanic,” “wrench,” and “technician” and embracing the more professional and accurate title of “specialist.”

Carm explains that this movement is more than a branding exercise; it is a professional evolution aimed at helping the industry better reflect the expertise required to service today’s highly advanced vehicles. Modern automotive professionals are diagnosticians, calibration experts, technology specialists, and problem-solvers operating in one of the most sophisticated skilled professions today.

Throughout the discussion, the shop owners explain how adopting the language and principles of “The Rise” has strengthened team pride, improved customer trust, and helped create a more professional identity within their organizations. The panel also explores how service advisors play a key role in communicating the value of diagnostics, testing, and specialist-level expertise to clients in a way that builds understanding and confidence.

The episode draws powerful comparisons to professions like medicine and culinary arts, emphasizing that automotive specialists deserve the same respect given to highly trained experts in other industries. Just as chefs and medical specialists earn recognition through mastery and continuous education, today’s automotive professionals must also be seen as specialists whose expertise protects the safety and reliability of every vehicle entrusted to them.

“The Rise of the Specialist” has already gained momentum throughout the industry. Carm’s signature keynote, The Rise of the Specialist, has been delivered to influential audiences across North America, including the ASE Board of Governors, Ford Motor Company, and hundreds of forward-thinking automotive professionals.

What You’ll Learn

Why “The Rise of the Specialist” was created and what it represents
How shop owners are implementing “The Rise” in their businesses
Why the industry must move beyond outdated titles like “technician” and “mechanic”
How language shapes customer perception, professionalism, and team culture
The role service advisors play in explaining specialist-level diagnostics and repairs
How hospitality, presentation, and communication strengthen customer trust
Why this movement can help attract the next generation of automotive professionals

This episode demonstrates that “The Rise of the Specialist” is no longer just a concept; it is becoming a real cultural shift within the automotive industry. By adopting language that reflects expertise, elevating professionalism throughout the customer experience, and embracing the identity of the specialist, shop owners are helping reshape how the industry sees itself and how the world sees it.

Download ‘The Rise of the Specialist’: https://remarkableresults.biz/rise

Craig Noel, Sun Automotive, Springfield, OR. Listen to Craig’s previous episodes HERE

Brett Beachler, Beachler’s Vehicle Care & Repair, Peoria, IL. Listen to Brett’s previous episodes HERE

Tom Palermo, Preferred Automotive Specialists in Philadelphia, PA. Tom’s previous episodes HERE

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Today’s Class

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

Thanks to our Partner, KUKUI

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

Thanks to our Partner, Pit Crew Loyalty

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

Connect with the Podcast:

Visit the Website: https://remarkableresults.biz/
Subscribe on YouTube: https://www.youtube.com/carmcapriotto
Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/
Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/
Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976
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
Special episode collections: https://remarkableresults.biz/collections

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/
Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm

The Power of ASE Certification: 40% Better Productivity and 60% Fewer Comebacks [THA 463]

Carm Capriotto, AAP — Fri, 12 Dec 2025 19:00:00 +0000

Thanks to our Partners, Shop Dog Marketing, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

Recorded live at AAPEX 2025, ASE President Dave Johnson and AAPEX Shop of the Year winner Tom Palermo discuss the value, impact, and future of ASE certification. A major highlight: the U.S. Secret Service joined ASE on the AAPEX show floor, promoting technician careers and showcasing armored vehicles. Johnson notes that the Secret Service requires ASE certification for maintenance roles—proof that if it’s “good enough for the president’s car,” it matters for the whole industry.

Key topics include ASE’s updated test content based on real shop feedback, powerful data showing certification improves productivity and reduces comebacks and attrition, and the ongoing challenge of boosting consumer awareness. They also discuss increasing industry requirements for ASE, new certification efforts for Vehicle Security Specialists, and the continued push for professionalism in today’s high-tech automotive field.

Dave Johnson, President, ASE, National Institute For Automotive Service Excellence

Tom Palermo, Preferred Automotive Specialists in Philadelphia, PA. Tom’s previous episodes HERE

Thanks to our Partner, Shop Dog Marketing

Shop Dog Marketing at Shop Dog Marketing.com. “Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Today’s Class

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

Thanks to our Partner, KUKUI

Thanks to our Partner, Pit Crew Loyalty

Connect with the Podcast:

– Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

– Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

– Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

– Subscribe on YouTube: https://www.youtube.com/carmcapriotto

– Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

– Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

– Follow on Twitter: https://twitter.com/RResultsBiz

– Visit the Website: https://remarkableresults.biz/

– 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

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

– The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

– Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

– Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

– Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

– The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

– The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

– Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm

Gain Commitment From Your Team: Lead From the Front [AW 182]

Carm Capriotto, AAP — Sat, 04 Nov 2023 05:15:00 +0000

Tom Palermo discusses the importance of continuous training for technicians, the increasing average age of vehicles, and his strategies for fostering a positive company culture and building strong customer relationships. He also discusses the challenges and opportunities presented by electric vehicles and the importance of hands-on training.

Tom Palermo, Preferred Automotive Specialists in Philadelphia, PA. Tom’s previous episodes HERE

Show Notes:

Watch Full Video
The current state of business at Palermo’s (00:03:26) Tom Palermo discusses how busy his shop is and becoming the go-to shop for diagnostics.
The increase in the average age of vehicles (00:04:07) Tom Palermo mentions that the average age of vehicles is still increasing due to inflationary times, as people are choosing to hold onto their cars longer to avoid car payments and increased insurance costs.
Getting commitment from the team (00:05:08) Tom Palermo shares his strategy of leading from the front and actively participating in his own business to motivate his employees and create a family-like culture in the shop.
Training and expanding services (00:06:28) Discussion on the benefits of cross-training technicians and expanding services to become a one-stop shop for customers.
Creating a culture of learning and teamwork (00:08:03) Exploration of the importance of building a team environment, promoting culture, and providing training opportunities for technicians.
Concerns and opportunities with electric vehicles (00:10:23) Conversation about consumer concerns and technician concerns regarding electric vehicles, as well as the need for businesses to adapt to the evolving automotive industry.
The importance of continuous training (00:13:13) Discussion on the evolution of the automotive industry and the need for technicians and shop owners to continuously train and adapt to new technologies.
The challenges of hands-on training (00:16:02) the need for hands-on training in the automotive industry and the effectiveness of learning through practical experience.
Monitoring productivity and customer loyalty (00:18:16) Explanation of how monitoring productivity can be used as a training tool and the shift in customer behavior, from seeking diagnoses and getting repairs elsewhere to valuing a good shop.
The value of relationships and trust (00:19:27) The importance of building relationships with customers and gaining their trust in the automotive industry.
Customer relationship management strategies (00:20:28) Discussion about the various customer relationship management techniques used, including email blasts, follow-up phone calls, and special promotions for valued customers.
Training for service advisors (00:25:04) The need for more training for service advisors in the automotive industry and the importance of standardized approaches to dealing with customers.
Retention rate and treating employees like family (00:26:29) Conversation about the high retention rate of employees at Palermo’s and their approach of treating employees like family.
Creating a better work environment for technicians (00:28:34) Importance of providing a well-lit, air-conditioned, and well-equipped shop to improve technician productivity, safety, and job satisfaction.

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:

-Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

-Follow on Twitter: https://twitter.com/RResultsBiz

-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

Russ Crosby and Shop Tour with Tom Palermo [AW 063]

Carm Capriotto, AAP — Sat, 24 Jul 2021 05:15:00 +0000

Guest host, Russ Crosby from Russ’s Wrench Auto Repair located in Clinton, NJ.
Virtual shop tour with Tom Palermo from Preferred Automotive Specialists in Philadelphia, PA
Trivia Challenge: What car was featured in the movie ‘Smokey and the Bandit?’

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

Specialization with Tom Palermo and John Anello [THA 220]

Carm Capriotto, AAP — Thu, 22 Apr 2021 05:15:00 +0000

Tom Palermo is General Manager of Preferred Automotive Specialties in Jenkintown, PA. Tom is a world class Master Technician and a Certified ASE Advanced Level Technician, is certified from ASE including Master Auto, MasterTruck, Master Truck Equipment, Master School Bus, Master Collision, Master Transit Bus, L1, L2, C1, X1, P2, F1 Besides the 2015 NAPA/ASE Technician of the Year, Tom also earned the 2011 AAIA-ASE World Class Technician Award from the Automotive Aftermarket Industry Association, National Institute for Automotive Service Excellence, and the Best Tech of the Year award sponsored by WIX Filters. The majority of Tom’s business is fleets. Listen to Tom’s previous episodes HERE.

John Anello, Auto Tech on Wheels (Mobile Diagnostics, Programing, ADAS). Listen to John’s previous episodes HERE

Key Talking Points

Fleet specialist Always be marketing for any specialist (fleet/private/mobile)
Don’t limit yourself to one specific brand/type of fleet
Develop loaner fleet for customer use
Critical- being able to handle any issues with fleet vehicles when a fleet manager calls, be the ‘one stop shop’ for fleet managers
Sublet mobile technicians
Mobile technicianCons- spend a lot of time on road, catering to customers that don’t have sufficient equipment or employees not engaged in training, technology moving at rapid pace
Lift each shop by showing them how to properly use equipment by educating them, build relationships with every customer
John handles 50-70 calls per day and often provides free tech assistance
Continual research- having solid foundation first then learn how to adapt as things change
Every 5 years a business will get staleNeed to look at whole picture and figure out how to continue to move forward with technology and best practices
Stop avoiding jobs- “adapt or die” embrace technology
Most business owners don’t like taking the ‘risk factor’Take the risk and reap the benefits
January 1st, 2022Move to 77gh for all cars going forward, mandated every car to have front radar automatic emergency braking
Manufactures will have secure gateways for cars (control gateway username and password for tools)
Aftermarket must register tools and have wifi capabilities for the future
ADAS must be done correctly
A special thanks to Tom Palermo and John Anello for their contribution to the aftermarket.
Books Page HERE
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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Buy Carm a Cup of Coffee

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

This episode is brought to you by 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

Aftermarket Weekly LIVE – Episode 015

Carm Capriotto — Tue, 18 Aug 2020 17:47:57 +0000

Money. Contactless Payment w/Greg Buckley
Puzzle. Join All Nine Dots
Post Covid: New Service Model w/Greg Buckley
Shop Tour: Preferred Automotive- Tom Palermo
Trivia: What Year OBD Port Become Compulsory

Shops Putting Others Down. WHY? – Tom Palermo [FTR 088]

Carm Capriotto, AAP — Mon, 09 Mar 2020 05:15:00 +0000

Key Talking Points:

Why do shops put other shops down?Possibly they don’t know where the next job is coming from
They don’t have a value proposition for the customer so negative talk persists
Bottom feeders will do anything and say anything to capture a sale
There is no secret sauce to protect. Networking is the rule!
Observe other companies on how their systems and processes work. Take ideas back to your company
As independents we are nimble, we can make quick changes vs the big corporate players
Always be learning and look for the small improvements that over time will have a big impact on your business

Important links below:

Be socially involved and in touch with the show:

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Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee

Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable. FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video, and vehicle-specific notes about a vehicle’s condition can be shared quickly with vehicle owners. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners. Today’s vehicle owners want to receive their vehicle’s health status electronically, this makes FlexCheck Auto the most transparent way to do sell auto repair. Try it for free for 30 days! Go to FlexCheckAuto.com to learn more.

Zero Dollar Customers – Tom Palermo [RR 511]

Carm Capriotto, AAP — Tue, 18 Feb 2020 05:15:00 +0000

Key Talking Points:

Zero dollar customers
Moved to one location 2 miles down road
Specifically target marketing customers based on database information (how many cars they had, what their purchases were etc)
Noticed in first quarter they were getting a lot of zero dollar bills (car making noise, checking brakes, checking front end etc) then leaving without repair. Get repair and different shop or do repair themselves. Average RO started to drop. Started to understand behavior of customers when they come in and find out what they really want
Zero dollar customers can have huge effect on shop’s productivity
Discount if work is done at shop or ask them if they want to leave their car

Resources:

Thanks to Tom Palermo for his contribution to the aftermarket’s premier podcast.
Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE
Find every podcast episode HERE.
Every episode segmented by Series HERE.
Key Word Search HERE.
Love what we do? Buy Carm a cup of coffee HERE.

Be socially involved and in touch with the show:

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Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee

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.

CarmCast 055: What I Will do LESS of in 2020

Carman Cappriotto — Wed, 08 Jan 2020 17:00:15 +0000

Andy Bizub, Tom Palermo and Danny Sanchez discuss.

WATCH HERE

RR 493: Do More of 2020 – Goals – Standards

Carm Capriotto, AAP — Tue, 17 Dec 2019 10:35:03 +0000

Do More Of 2020

Danny Sanchez is owner and founder, of Autoshop Solutions and grew up spending countless hours working around his dad’s auto repair shop in California, eventually taking over and running the business himself. Autoshop Solutions started in 1998, when Danny founded Auto Web Solutions.

The Internet was starting to take off, and Danny took great interest in the powerful marketing benefits it could provide. As a successful shop owner himself, Danny used Auto Web Solutions to consult with other repair shops on their business practices and web presence.

In 2005, when Google launched AdWords and changed its search engine to favor local businesses, Danny saw a huge opportunity for the automotive industry to draw more clients from the Internet. With just a handful of clients and a few websites, Danny built the foundation of his company – quality, affordable, automotive websites and Internet marketing solutions, designed exclusively for the auto industry. Check Danny’s previous episodes HERE.

Key Talking Points

Digital Marketing
- Website, Social Media
- Be analog in a digital way
- Blend current moments into organic information in your ecosystem to educate your customer
- Know your audience
Some actually still use Yellow Pages. Only if it works
Working with community and outreach
- Involved with Chamber, Lions Club and rotary
Create a collaborative environment
Create value for your customers. Keep them coming back
- Use organic ‘old school’ ideas
- Live in the world around you
Now people have been exposed to many different types of sources to gain attention or influence you must be AUTHENTIC
- You’ll be exposed if you are not authentic
- If you are in the community you must be ‘In The Community’
- Your heart needs to be in it
Relationships will continue to become important especially since you are not selling a commodity. You are in the relationship business
Become stronger in networking

Resources:

Thanks to Tom Palermo and Danny Sanchez for their contribution to the aftermarket’s premier podcast.
Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
Love what we do, buy a cup of coffee HERE.

Be socially involved and in touch with the show:
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Subscribe to a mobile listening app HERE.

NAPA Autotech Training helps your technicians keep their skills sharp and their NAPA Know How up to date. It’s the highest quality technical training that covers almost every vehicle system and every make and model. NAPA Autotech is presented by experienced instructors who are ASE master certified technicians. Even after a class is over, techs can access course information online with ClassPass. So when questions come up later they can get the answers. AutoCare Center owners who have taken advantage of Autotech Training say that well-trained technicians are helping to increase their shop’s repair capability and raise bay productivity. That results in fewer comebacks, more satisfied shop customers, and reduced technician turnover.

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

CarmCast 053: 2020 What I’ll Do More Of in the New Year

Carman Cappriotto — Wed, 11 Dec 2019 17:00:06 +0000

In 2020 I’m Going To Do More Of ….. Resolutions in the New Year

Tom Palermo
Preferred Automotive Specialists
Philadelphia,PA
Danny Sanchez
AutoShop Solutions
Apex, NC
Andy Bizub, Midwest Performance, Chicago IL

Talking Points

Digital Marketing
Analog (organic)
- Customer Appreciation
Networking
Relationships
Be Authentic

WATCH HERE

THA 122: Talent Management – Developing Your Leadership Team

Carm Capriotto, AAP — Thu, 06 Jun 2019 09:20:06 +0000

The Panel:

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.

Mark Roberts is the owner of Roberts Properties, Inc, Managing Partner of Total True Automotive dba Schertz Auto Service, Craftsman Building and Renovation LLC. He is also partnered with a Local Custom Home builder. Mark is also the former owner of Auto Collision Works. He grew up in Schertz and has been a resident since 1969.

Mark also serves on the Board of Directors of Guadalupe Valley Electric Cooperative, Guadalupe Valley Home Services Corporation, and the Guadalupe Valley Economic Development Corporation. Listen to Mark’s previous episodes HERE.

Key Talking Points:

Tom Palermo

Identify talent and put employees on a path to success early. A good interview process can get the ball rolling here from the start.
There are people that need to get comfortable before they can show their full potential so be sure not to box anyone in. The inverse to that would be to understand the limitations of each person and don’t put them in a position to fail. The ability to do this comes with time and experience.
Don’t micromanage. We have all done it and it has never worked. In order to get employees to take ownership and lead, you have to give them the reigns and let them steer. Develop a training program that gets them up to speed on your policies and procedures quickly. Once they are up to speed let them do their job. Support them when they need it but don’t subvert the process by doing it/thinking for them.
Use team building events and exercises to get everyone on the same page. I like to utilize events done as a group as opportunities to build relationships between employees. Having a good relationship outside of the day to day changes the way people interact in the heat of battle. This is critical to groom today’s employees into tomorrows managers. These events could be anything that gets everyone together to learn and/or have fun. ie training, fun events(track nights, dinner out, etc), lunch and learns, etc…
Lead from the front! The best way to motivate and encourage leadership qualities in employees is to make sure they understand that you are willing to do whatever has to be done to succeed. When they understand you’d never ask them to do something you wouldn’t do or haven’t done, employees respect you and are more willing to take ownership and ultimately succeed.

Mark Roberts

70:20:10 Principle
- 70% of learning happens through experience, such as daily tasks
- 20% through conversations with other people such as coaching
- 10% through traditional training programs.
Leadership happens mostly through experience.
Delegate don’t dump – You have to slowly start giving them projects and tasks and provide the training or tools to complete the tasks.
Allow them to make mistakes
Everyone should have a mentor and be mentoring others

Judi Haglin

Lead by example
- Wonderlick cpp and bird test behavioral profile
- Know your people. Find their strengths
Find out what motivated each individual
- Goal posters
- Team goal posters
One one ones
- 10 questions how can I help
- Item to work on
Core values and culture
- Set your core values to attain the behaviors you want from your team
Blameless problem solving
Know yourself
My sticky note is my friend program.
- If I write it down, I need to delegate it.
Take time to think. It is a job of yours. Schedule it.

Resources:

A special thanks to Judi Haglin, Tom Palermo, and Mark Roberts 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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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

THA 110: Charging What We Are Worth

Carm Capriotto, AAP — Wed, 13 Mar 2019 09:13:10 +0000

Your Learning Curve Never Sounded So Good

The Panel:

Mark Colaw has a passion for the automotive industry. He started working for the shop’s namesakes, Hastings, and Ida Seymour, as one of three people that knew how to run one of the new diagnostic machines. Mark eventually purchased Seymour’s Garage in 1985 and opened the current location in 1988. Mark is the founder of CarFest an important community program that brings the aftermarket and the consumer into a unified program to support the needs of the community. Find Mark’s other episodes HERE.

David Justice has been an auto care professional for over 30 years. He grew up in the family business working for his father. At, a young age David purchased his father’s business and went on his own. Over the years David had multiple Shell Gas stations. Find David’s other episodes HERE.

Key Talking Points:

Are we charging enough for diagnostics?
- What is your equipment and training worth?
- You need to get paid for the skills you have.
- You can’t compare yourself to the ‘free diagnostics’ places. You are a professional.
- Find the confidence in your skills and abilities and charge for that.
- Free advice is worth what you paid for it.
- Discover your worth.
- Mark Colaw put an end to big box stores scan issue. He scans for free, however, he charges for diagnostics.
We are educators and we need to tell people that so they see the value in what we charge. Have conversations with your customers.
David offers a 10-minute preliminary inspection and would scan and pull the code and moves into a Level 1, Level 2, or Level 3 diag depending on the results.
- This qualifies the customer.
The labor rate spread in markets is too big.
- Increasing labor rates can make huge improvements to a business.
  - Better pay and benefits
    - Attract a higher quality technician
  - Paid training for all
  - Stronger better systems
  - Improve equipment
  - Improve marketing
  - ASE certification
  - Plus many more…….
- Labor rates are geographical and demographic driven.
  - Labor rates are too low in the industry.
Shops cannot bad mouth each other. Fairness must rule.
- Doctors or lawyers do not bad mouth each other. It is called professional courtesy.
We need unity in the industry. We all benefit. Create a community.
- Support each other with an idea exchange. Collaborate!
- To help with any issues inside their business!
- Tool exchange!
Knowing your numbers, P & L and Cash Flow will help you understand what you need to charge and why.
- Key performance indicators are important, however, how to improve them is the vital part of knowing your numbers.
- Systems, Operations, and Procedures should drive your numbers that have the biggest effect on your business.
Educate your customer on the complete transaction and what they should expect from the warranty for the repair. There may be more to the repair then they authorized, so educating them will prevent any follow-up issue that may arise.
- You could be dealing with a moving target at times.
DVI
- A picture is worth 1,000 words and can be worth $1,000. “David Justice”
- Education and trust regarding safety and reliability.
- You can eliminate comebacks or secondary issues when you use DVI’s for a complete review of your customer’s vehicle
- It is an important system and process.
Mark Colaw will not use canned follow-up language.
- He requires his people to write down, on the work order, what he talks to his customer at the invoice delivery. No canned wording. Clear and concise not about deferred work. It is typed and in the digital version of the invoice.
The perception of your business makes it ‘worth it’ to them.
Don’t be afraid to charge what you are worth. You’ve invested a lot in your business and need to be paid for this.
Mark Colaw’s core value:
- Community
- Education
- Excellence
- Integrity
  - Base everything on and off of this value.
  - You will realize what your worth is and will charge appropriately.

Resources:

A special thanks to Mark Colaw, David Justice, and Tom Palermo 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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Refine your area of interest with the Word/Tag Cloud HERE.

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THA 048: Grow Your Fleet Business | AMi Credit

Carm Capriotto, AAP — Wed, 03 Jan 2018 09:00:03 +0000

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket professionals.

The only weekly forum for aftermarket professionals bringing fresh and innovative discussion to inspire and grow individuals and companies.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Tom Palermo is General Manager of Preferred Automotive Specialties in Jenkintown, PA. Tom is a world class Master Technician and a Certified ASE Advanced Level Technician, is certified from ASE including Master Auto, MasterTruck, Master Truck Equipment, Master School Bus, Master Collision, Master Transit Bus, L1, L2, C1, X1, P2, F1 Besides the 2015 NAPA/ASE Technician of the Year, Tom also earned the 2011 AAIA-ASE World Class Technician Award from the Automotive Aftermarket Industry Association, National Institute for Automotive Service Excellence, and the Best Tech of the Year award sponsored by WIX Filters. The majority of Tom’s business is fleets. Listen to Tom’s previous episodes HERE.
Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. Bill collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system.Bill has been a big contributor to the podcast and he currently serves on several industry and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE.
John Constantin from Bison Fleet Specialists in Buffalo, NY, has strived to bring quality service and superior workmanship to the vehicle repair industry in Western New York. When John first started out as a technician, he was determined to identify with his customers, making sure every effort was made to maintain the integrity of Bison Fleet Specialists workmanship, and establish a long-term “care” relationship with each person who passed through their service center.John’s personal goal was to inform each customer of basic maintenance steps they could perform to keep their RVs, Trucks, Trailers, Buses, Campers & Cars running at optimum performance levels, achieved by following a few simple guidelines.

Talking Points:

Recruiting

Can’t go on a date if you don’t ask her out. You always need to be asking. Look for every opportunity.
- Knocking on doors.
- Watch vehicles drive by your shop and write down all names.
- Sit at a busy gas station and write down the names of the companies that are fueling there.
Existing customer can steer you to a small fleet to start.
- Do not start too big.
Expectations from a fleet customer:
- Convenience.
- Done Right.
- Quickly.
You can modify what you do daily to help integrate fleet business.
By calling on potential fleet customers, you become an option to them that they never had before. You are now top of mind and can capitalize when a change is coming. Could take a week or a year.
- Ask when to follow up, Always on their time frame.
Always be marketing. Stay in front of people. Find the right mindset to present.
Go in with a presentation that you will be a value in their business.
- Be yourself.
Answer this. Why would a fleet customer drive by three other shops to get to you? That is your value proposition. Put yourself in their shoes and come up with talking points to build a conversation instead of a sales pitch.
Don’t present yourself as a salesperson.
Remember, it may take a year or more to land a new fleet. Never stop working your prospect list.

Reasons

Revenue opportunity for the shop.
Long-term growth strategy.
Parlay your physical plant and people talent with fleet work.
Larger ARO.

How to

Every fleet has different expectations.
You must be pliable.
The relationship matters. Establish a relationship. You must value that relationship as the most important part of the transaction. Honesty. Forthcoming. Integrity. Always in the customers’ interest.
Think outside the box.
- Loaner vehicles is a possibility in the service you provide.
Ask the fleet manager what their exact requirements are.
Do fleets know the level of support you will provide? Lay it out. If you’ll do towing they must know. Details.
Understand their requirements and meet them. Most fleets have individual needs.
You must be convenient to them.
Never say NO. Always say yes. If it has an engine you can fix it.
- Remote starters, glass, collisions. You do it all. Sublet if necessary.
Many fleet managers wear many different hats and you help them fill a special niche.
Help the fleet systematize their controls so there are no major surprise breakdowns. Example of checking oil between services.
- It is 100% avoidable if an engine needs to be replaced because of no oil.
Involve the fleet manager in the repair of the vehicle and continue to re-enforce the value of the relationship. The fleet manager is your customer, not the fleet administrator.
Offer to have a training session for drivers and for any higher up in the company. Help them understand how the vehicle needs to be taken care of.
Make a lifetime customer by helping the fleet manager see your value and help them with their fleet management decisions.
TIP:
- Tom Palermo completely details all new fleet customer vehicles.
The shop owner has a say in the safety and quality of repairs.
- The customer not the fleet administrator and is the most important part of the equation.
Fleets will review your website and even secret shop you.
Create a fleet management program custom for every fleet.
Never compromise your quality and reputation by doing any less quality work for a fleet vs. a regular customer. Your integrity must always rule.

Challenges

You can lose a large chunk of your business if you mess up.
Dealing with fleet administration companies. (a third party)
Be willing to change and get out of your comfort zone.
Never do the job of the fleet administrator.
- Know your place and provide what they are asking for.
- The bar is raised and there could be political issues inside companies.
  - Companies bought out and things change and will do fleet maintenance on their own.
Don’t oversell and talk too much as you are out recruiting.
- Peak their interest and stop talking and let the fleet prospect talk.
- Focus on delivering their needs.
- Every proposal must be unique to that customers.
  - Show how you can help them get better.
- Don’t give up. You must be constantly marketing and recruiting.

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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

RR 224: Family Business: Three Dads Point of View

Carm Capriotto, AAP — Fri, 26 May 2017 08:00:06 +0000

My three guests are Terry Beachler, Gary Pontious, Sr. and Tom Palermo, the Dads of my guests from episode 223. This is a first for the Remarkable Results Radio Podcast and the industry. Their sons were all featured on episode 223 where they discussed their family business dynamics and their relationship with their Dads.

The dads interview was so important to do to bring the right perspective and to close the loop on the family dynamic . I thank the sons for getting their dads to participate and the dads for agreeing to share their wisdom.

The aftermarket is made up of many family businesses. They have their challenges and rewards. I felt it was important to get these stories told

It started when I contacted Gary Pontious Jr. (Episode 197), Tom Palermo (Episode 87) and Brett Beachler, (Episode 199) and asked if they could be part of a round table about their relationship with their Dad’s and the family business dynamic.

To make if much more interesting, I asked Gary, Tom and Brett if they could also get their dads to participate in their own round-table interview.

You now get the benefit of the planning and an incredibly transparent interview from the Dad’s perspective here in the dads interview, episode 224.

Talking Points:

Traits that you share with your son.
What the dads current role is in the business.
Family trust and communication, ethics are key components.
Strong family culture knits together the entire non-family team.
Organizational structure and chain of command.
Their wife’s role in the business.
“P & L and Balance sheet (the numbers) are results of your behavior.” Joe Palermo.
Risk Taking
How will the future technology change or effect their business?
We are not a trade but a practice, like a legal, medical and accounting practice.
- If you are going to be a practice emulate them. Learn from the doctor’s office.
“Years ago knowing what was wrong with the car was important. Today knowing how to find out what is wrong, how to find the answers, knowing where to look is most important. People who are out of business today have not grasped that.” Joe Palermo
“Use the word evaluate instead of diagnose.” Terry Beachler.
“Succession planning. Start Early.” Joe Palermo
“Have a great accountant, a great banker, great insurance person, a great attorney, twenty group, consultant. All important to the lifelong sustainability of the business. ” Terry Beachler
“Twenty groups are an important part of a succession plan. Start early. Be thorough in your thoughts and communication. Let each other know where you are at.” Gary Pontious, Sr.

Dad	Episode	Business	Son	GEN	Episodes
Joe Palermo	224	Preferred Automotive Specialties	Tom Palermo	2nd	087, 223
Gary Pontious Sr	224	Toledo Auto Care, Toledo, OH, 100 th anniversary	Gary Pontious Jr	2nd	197, 223
Terry Beachler	224	Beachlers Vehicle Care and Repair, Peoria, IL	Brett Beachler	3rd	199, 223

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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