Recorded Live at AAPEX 2023, Service Award Winners Roy Foster, Michael Miller, and Greg Damon discuss their experiences in the automotive industry, the importance of continuous learning, and the benefits of mentorship programs. The conversation also touches on the challenges facing the industry and the importance of community involvement, training, and changing consumer perceptions.

Roy Foster, Roy Foster’s Automotive, Reno, NV. Roy’s previous episode HERE

Greg Damon, Spark’s Tire and Auto, St. Charles, MO.

Michael Miller, CarMax, Las Vegas, NV.

Show Notes

• Watch Full Video
• AAPEX 2023 Shop Owner of the Year (00:00:01) Roy Foster’s background, including his family’s business legacy and involvement in industry organizations.
• AAPEX 2023 Technician of the Year (00:00:57) Michael Miller’s experience and certifications, as well as his friendship with previous Technician of the Year, Matt.
• AAPEX 2023 Service Advisor of the Year (00:04:37) Greg Damon discusses his 40 year career in the automotive industry, with 25 years as a service advisor. Greg completes 80 hours of training per year.
• The importance of apprenticeship programs (00:12:00) Discussion about the success of the NAPA apprentice program and the commitment to investing in young people, including the Roy’s sons being apprentices and the need for more young people in the automotive industry.
• The importance of continuous learning (00:17:25) Discussion on the importance of staying humble, continuously learning, and seeking knowledge from others in the industry.
• The value of training and networking (00:18:22) Emphasizing the need for shop owners to invest in their employees’ training, provide resources, and encourage networking within the industry.
• Quality control, communication, and value in automotive repair (00:20:17) Exploration of the importance of effective communication between service writers and technicians, quality control measures, and providing value to customers through clear diagnosis and explanation of services.
• The mentoring program (00:24:49) Discussion about the benefits of having a mentoring program in the shop, with a mentor guiding and teaching a new technician.
• Increasing sales volume through mentoring (00:25:54) Exploring how having a mentoring program can increase sales volume and profitability for shop owners.
• Changing the perception of the industry (00:28:02) Highlighting the need to change the perception of the automotive industry as a high-tech, clean environment with opportunities for growth and advancement.
• The recognition of the industry’s high-tech profession (00:32:41) The professionalism and high-tech nature of the automotive industry.
• The importance of teamwork in the automotive industry (00:33:01) The importance of having a great team of technicians and owners to succeed in the industry.

Thanks to our Partner, NAPA Auto Care

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

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For anyone who doesn’t have a working apprentice in your shop, this is your wake-up call. Roy Foster from Foster’s Automotive currently has three apprentices and you’ll get a chance to hear from all three. Two are his sons and Yes they are going through an apprentice program. What about your son or daughter. Their excitement and motivation for this industry is hard to miss.

Roy Foster, Owner, Roy Foster’s Automotive, Reno, NV 

Apprentices- Son’s Logan and Zach Foster, and Randy Cowles

Key Talking Points

• Roy is committed to mentoring his employees, apprentice technicians, and local high school and college students interested in the automotive industry. In addition, he serves as a Judge for Skills USA
• Apprentices-Son Zack Foster, Son Logan Foster, and Randy Cowles (Came from Skills USA). No bad habits to correct. They perform the best DVI’s because they’re comfortable with the technology, it’s second nature. They are able to learn together and apply it. Set to graduate program this summer with their state smog license and 3 ASE certifications each. 
• Changing the stereotype of “grease monkeys” with technology (tablets, scan tools, etc)
• Training- “It’s like sipping water out of a firehouse, there is a ton of information pouring in”
• Management learning- join the morning huddle, learn their expectations, big picture view of the day, customer expectations (no fingerprints, returning the vehicle clean)

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Important Books

Check out today’s partner:

Visit www.NAPAAutoCare.com

• Guest Host Kim Walker talking about social app ‘Next Door’
• Virtual Shop Tour at Roy Foster’s Automotive in Reno, NV
• Trivia: First-year Toyota sold in the US and in what state.
• Fortune of the Week

The Panel:

• Donnie Hudson, Troy Auto Care, Troy, MI
• Roy Foster, Roy Foster’s Automotive, Reno, NV
• Steve Finzel, Finzel’s Master Tech, Terre Haute, IN

Key Talking Points

Donnie Hudson

1. Communicate with your Team! Weekly! “They Want to be Involved” Feel like they have a say.
2. Keep It Fun! Think outside the box! Set Weekly Sales Goals! “Don’t Get Complacent”
3. Offer Paid Training Classes / Tuition Reimbursement /
4. Simple IRA / Tool Credit / Health Care Allowance
5. Donnie says a solid pay program is very important but it is not necessarily about the money. It is family time and benefits that drive employee loyalty.
6. Listening to your people is an important rule of leadership.
7. Fact Finding Friday’s meeting.
8. He offers paid time off to do something in the community for his people. Something charitable of their choosing.I’m here to support you.
9. He takes a portion of his team and families to Las Vegas for AAPEX

Roy Foster

He has a 4 day work week for most on his team who want it. Retirement plan, health and dental, ongoing training both in house and AutoTech Training, bonus programs.

1. Weekly Team Meetings: Council together, listen to their input and let them help make policies and procedures, set goals together, regularly share KPI’s, share successes, address their concerns and discuss safety.
2. Create a culture: Get buy-in from employees through success, share customer reviews, cleanliness and organized, let them know when they are doing a good job, share in the vision and mission.
3. State of the Art Equipment: have the best tools and equipment, information systems, have the right tools for the job, equipment training videos and manufacturer training clinics with lunch.
4. He cultivates an environment where his team wants to be there. Acknowledging a job well done.
5. Invest in state of the art tools, equipment and software.

Steve Finzel

1. Employee loyalty is about the relationship. Through the use of one on one meeting, monthly team meetings that include total shop performance and key indicator numbers, and Friday casual lunch meetings, employees feel connected to the business and each other. As shop owners, it is part of your responsibility to nurture this. MOP bucket meetings to get anything off your chest. No names no rebuttal. Honest and transparent. 
2. Using outside of work experiences like summer family party, Christmas party, Happy hour, out of town training and sporting events helps to create the bond.
3. Providing training, healthcare, simple IRA and an above average compensation package tell the employee you care about the well being of them and their family. Providing training lets them know you care as much about their success as yours.
4. Steve closes the shop between Christmas and New Years.
5. Benefits require the growth of your business and profits.
6. Leaves a skeleton crew at the shop and takes most of his team to Vision.

Resources:

• A special thanks to Donnie Hudson, Roy Foster, and Steve Finzel 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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