Stephane Grabina, BMW Excluservice, Rockville, MD, and Scott Pelava, Lonsdale Auto Works, Lonsdale, MN share the reasons they keep their floors clean. They use a commercial floor scrubber. Learn how and why these two successful shop owners have invested in keeping their shop floors clean.

Comment from Kevin Eckler:

Great episode and I loved the promoting of a clean shop. We picked up two 5-year-old floor scrubbers and a floor burnisher made by minute man that retails for almost $10000 apiece through an auction where a local school was updating their equipment. We paid less than $300 per machine and the only expense that we had was to install new batteries. They all work absolutely fantastic and it was a great deal. The toughest thing was finding a place to store them but they get used very frequently and the floors are significantly cleaner than the shop feels brighter and the guys have a better attitude because of it.

Things to consider when purchasing a floor scrubber Is to find out the proper kind of soap to use to clean your floors and what to do with the wastewater when you are done so that you are not polluting when you dispatch the dirty water. Certain soaps break down the oil too fine to be caught in an oil-water separator and oftentimes there is a large amount of sediment that collects into the machine when you are done. Emptying the machine into a smaller holding tank to separate off the settlement and the oil and then dispensing the water from there helps to not unknowingly polluted the local water sources and get yourself in legal trouble. Just something to consider. ~Kevin

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Scott Pelava is a Certified Master Auto Technician, L-1 Advanced Engine Performance Specialist and ASE-Certified Service Consultant. In 2015 Scott created the Auto Shop Owners Group (ASOG) on Facebook which today has nearly 5,000 members. ASOG has developed into a 501c3 Educational Foundation whose mission is to enable & empower shop owners to learn and grow to provide the best business environment for their customers, employees and themselves. Scott is also very active in his community. He is currently a third term Lonsdale City Council Member, has held numerous leadership positions with Scouts BSA, and is a director of the Lonsdale Chamber of Commerce. Hear Scott’s Previous Episode HERE

Keith Katz is owner of Quality Service Center in York, PA for the last twenty years and an industry veteran of thirty-seven years. His 7 bay shop has 6 lifts and supports 3 technicians with one service advisor. He is involved with the NAPA Advisory Board and supports the Bridge of Hope organization that helps local homeless mothers find employment and housing for their families.

He is a member of AASP in Pennsylvania and engages ATI as a support partner. Listen to Keith Katz’s previous episodes HERE.

Paul Danner, aka ScannerDanner on YouTube clears up the misconception that his name is not “Dan,” which he gets all the time. People think his name is Dan and he added “ner” to rhyme with “Scanner”? He says it is not true and that that it would be really stupid!!!!

His career in the automotive field started as a junior in high school in 1990. He took two years of auto mechanics in high school, then another two-year program (post-secondary) at Rosedale Technical College in Pittsburgh (where he now teaches). After Rosedale, Paul entered the field and worked full time for about 8 years before coming back to teach at the school. This September 2018, Paul will be starting his 18th year as an automotive instructor. Listen to Paul’s previous episodes HERE.

Ryan Kooiman joined Standard Motor Products full time as a Technician Training Developer in 2010. Previously he was the lead tech/driveability specialist at a 20 bay independent shop in Michigan. He is the founder of West Michigan Auto Repair Society, chairman of the MI chapter of SAE, has attended numerous ASE test writing workshops. He has appeared on TV shows such as the CBS Early Show and co-hosted Car and Driver Radio along with Road and Track Radio. Ryan brings his years of hands-on experience in the shop to the audience in a manner they can relate to and put to use immediately.

In early 2013, Ryan was promoted to manager of the Professional Training Seminars training group, overseeing the scheduling and the work of the SMP training staff. In December 2013, Ryan was promoted to Director of Training. In this role, Ryan oversees the operations of the SMP Corporate Training Center in Irving, TX; oversees the operations and development of the Pro Training group, as well as works closely with the Marketing and Product teams at SMP to ensure that their products and promotions are what they need to be for the automotive technician. Check out Ryan’s other episodes HERE.

Key Talking Points

• OBD2An evolution of the first on-board diagnostics systems of the 1980s
• Allowed technicians to find out exactly what was wrong with their car through specific codes accessed by a 16 pin connector
• Technology/electronic shiftingEveryone is afraid of change
• “Books don’t crash”- adjusting to electronic  
• Handwritten invoices to electronic- learning customer history and shop management systems
• Learning foundational principles and true theoryCan still be applied today- everyone adapts differently 
• Has the customer changed? Yes and noInternet- blessing and curseChat rooms/forums/YouTube- customer’s think they’re educated
• “I can get that part online,” and saturated market for different quality parts
• “Spend thousand to save hundred”
• Looking backNew appreciation for today’s technology and progressing forward- working smarter, not harder
• Many transitions- Example rear-wheel drive to front-wheel drive
• 2nd generation of vehicles- machinery turned to computer-controlled devices
• A special thanks to Scott Pelava, Keith Katz, Paul Danner and Ryan Kooiman for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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

This episode is brought to you 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

Jacquie Walter Hower is the Director of Operations and 3^rd generation at her family’s business, Zimmerman’s Automotive, in Mechanicsburg, PA. During high school and into college, Jacquie worked part-time for the company working in the Quick Lube department as a technician changing oil and maintaining customer vehicles. After her sophomore year of college, she was given the chance to become a manager for a new Quick Lube location for the company. Since then Jacquie’s love for the industry grew into a passion. As director of operations, she handles a number of different jobs such as customer service, service auditing, daily accounting, training, and community involvement/events. In the summer of 2016, Jacquie began the Aftermarket Management program at Northwood University where she hopes to complete her bachelor’s degree in two years. Jacquie is involved with the Car Care Women’s Board and sits on the board of directors at the Mechanicsburg Chamber of Commerce. She resides in Mechanicsburg, PA with her husband, Dan, and their two young boys, Brantley (4) and Mason (2). Hear Jacquie’s Previous Episode HERE.

Scott Pelava is a Certified Master Auto Technician, L-1 Advanced Engine Performance Specialist and ASE-Certified Service Consultant. In 2015 Scott created the Auto Shop Owners Group (ASOG) on Facebook which today has nearly 5,000 members. ASOG has developed into a 501c3 Educational Foundation whose mission is to enable & empower shop owners to learn and grow to provide the best business environment for their customers, employees and themselves. Scott is also very active in his community. He is currently a third term Lonsdale City Council Member, has held numerous leadership positions with Scouts BSA, and is a director of the Lonsdale Chamber of Commerce. Hear Scott’s Previous Episode HERE.

Justin Morgan is the tech support for LMV Bavarian and tech ambassador for AES Wave. Hear Justin’s Previous Episode HERE.

Anthony Williams is a Special Projects Manager at Advance Auto Parts, Colorado Springs, Colorado. Anthony’s Previous Episode HERE.

Vinnie Lucido has had his hands in the automotive industry since 1996, starting in High school as a CSR at one of the last 76 Full-Service Gas stations in Reno. He found a passion for helping people through their most prized possessions, their automobile. Vinnie and his brother Anthony partnered together & opened CoAuto in 2014 and have been nothing but success in their new undertaking. Vinnie is ASE certified and has operated in every capacity of the automotive repair field. Throughout his career, he has been a customer service representative, a service writer, a technician, a manager and now an owner. Ultimately, he finds he is happiest when he is in communication with his clients and gets the opportunity to get to know his guests. Vinnie spends his time building relationships and networking and in turn, the shop continues to grow. Listen to Vinnie’s previous episodes HERE.

Kent Bullard. Find Kent’s other episodes HERE.

Jim Cokonis. Find Jim’s other episodes HERE.

Key Talking Points:

• Virtual trainingWhat doesn’t work in live class doesn’t work virtually either
• The audience is more willing to ask questions when they aren’t in a full classroom- questions in the chat or during live
• Producer-moderator on the side that can look for chat questions for interruption and interaction
• Opportunity for more trainers that wouldn’t want to stand in front of large class due to social anxiety and cost-effectiveness But also removes the opportunity for trainers to earn living with the redistribution of video content
• Zoom burnout happened during in-person classes as well but phone screen/Netflix burnout Burnout from poor practices- work on practices instead of platform
• Presentations, training, and teaching- Information, engagement, and transformation they will experienceMust be reformatted- text and PowerPoint
• Don’t have to be the “star” of the screen- the audience is the star of the show
• Engage the person watching – movement with different camera shots
• Content- fluid with room for questions and engagement
• Build-in breakpoints between topics/segments
• Talk less and facilitate growth otherwise you are giving a presentation that is recorded-telling isn’t teaching, showing isn’t teaching
• “EDGE Method”- explain, demonstrate, guide, and enable
• ChallengesTraining- no faces, internet delays, going through content faster than in person
• Microphone- not muted/talking over each other
• Not prepared with audio connections and lighting prior
• Too casual- PJs, background location (hot tub)
• No boundaries when you’re at home- School, training, cocktail hour, graduations etc. is all virtual
• Mental stimulant burnout with looking at the different screens, watching multiple people, answering chats
• “Solitary confinement” on screen and miss being with people in person
• “Being watched” -you have to constantly perform on screen
• SolutionsProduction- invest in good equipment (camera and audio) and have backups
• Continue the same personal routine that you would when you left the house to help with burnout
• Create a home office
• Mobility- take a break as a viewer and get up to stretch

Resources:

• A special thanks to Jacqui Hower, Jim Cokonis, Justin Morgan, Scott Pelava, Anthony Williams, Vinnie Lucido, and Kent Bullard for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

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 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

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:
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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.

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The Panel:

Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes HERE.

Jeremy O’Neal  President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop, Freedom Automotive in Hesperia, CA. Jeremy is a DISC Certified Master Behavioral Analyst. You can hear Jeremy’s previous episodes HERE.

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

Scott’s strong background in domestic and import vehicles helped form the vision of what Lonsdale Auto Works is today. He built a reputation for quality service and fair pricing starting out with just one apprentice. As the need arose, additional technicians have joined Scott’s team to keep up with their customers need for fast, quality service.

Scott is also very active in the community. He is currently in his second term as a Lonsdale City Council Member. He has held numerous leadership positions with the Boy Scouts and has served as a director of the Lonsdale Chamber of Commerce and is currently a member of the Lonsdale Lions Club. Scott also founded the Facebook group ASOG. You can hear Scott’s previous episodes HERE.

Key Talking Points:

• David happened upon the event one day when his father sent him to check on his brothers.  He hears Goliath’s challenge and approaches Saul offering to fight the giant. Saul disqualifies David by age and lack of training. But David refutes Saul and shares his resume of protecting the sheep against lions and bears, killing both. He claims the Philistine Goliath would be no different and he places his faith in God Almighty as his protector. Saul concedes and attempts to dress David in armor but David could not use them because he felt clunky and wasn’t accustomed to them. Simply put – it wasn’t his knowledge base or strength. Instead, David takes his slingshot, a stick, and five smooth stones.

• Nimble quick moving David can be related to business. It is not about being an underdog. He had faith and competence.
• A big Goliath in your life can be internal vs external. Don’t let your internal Goliath rule you.
• Some competitors are looked at as ‘large’. That could mean weighted down.
• Strong processes and systems bring a strong competitive advantage.
• Small businesses can adapt to situations versus a Goliaths ‘corporate’ process document. This ‘flexibility’ is an advantage.
• If you are not weighed down with heavy corporate rules:
  • Process changes can happen quickly.
  • Decisions to support a customer can live in the ‘Do Right Rule’.
  • You can react and implement faster.
  • If you are not converting leads you can fix it without layers of management sign-offs.
  • You can create a strong connection with your customer. In most cases stronger that Goliath can.
  • You choose to talk to people, even if you are a paperless digital shop.
  • David’s can win because they choose to.
  • You can find a special niche.
    • Euro, Air Conditioning, Diagnostics, Safety are examples of focus.
    • Bambi’s shop is stellar at Land Rover.
  • Amazon is the largest Goliath, yet their share is growing because they are thinking nimble and David like.
  • There may be a new business model coming and you will need to be willing to adapt. Don’t become your own Goliath.
    • Don’t be complacent. Try new things. Find your energy.
    • Bring your customers into your ecosystem.
• A common thread among successful entrepreneurs: they don’t care what other people think about what they are doing. They have a mission and a focus. From Malcolm Gladwell’s book: David & Goliath – Underdogs, Misfits And The Art Of Battling Giants.
  • From the Book: “To win against the Giants, the Davids need to adopt different strategies. But most of the time underdogs don’t fight like Davids as they blindly accept the rules of the game as defined by the dominant players.”
• Starbucks example. They are a Goliath yet they hire Davids to support and face the customer.
• David’s can do more to provide a superior customer experience.
• Is customer loyalty dead? You must earn it with each interface or transaction.
• If your customer experience falters the pricing model surfaces because of pricing transparency in the industry.
• The Goliath’s are taking the gravy work and proper maintenance intervals may be ignored by the customer. It is so critical that we educate the customer on the longevity of their vehicle with proper maintenance.
• You can create the rules and business model that no one has ever done before.
• In general Goliath’s do not empathize with the financial concerns of the customer.
• David’s have the personal drive to succeed and adapt and make their business work for their people and their customers.
• Being perceived as powerful and unbeatable is great, but give yourself a great advantage without being stuck in a box.
• As your business grows don’t lose your David.

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LONSDALE AUTO WORKS was founded over a decade ago by owner Scott Pelava. As an ASE-Certified Master Auto Technician, Advanced Engine Performance Specialist, Undercar Specialist & Service Consultant, he saw the need for a more modern auto service center in the fast-growing community of Lonsdale, MN

Scott’s strong background in domestic and import vehicles helped form the vision of what Lonsdale Auto Works is today. He built a reputation for quality service and fair pricing starting out with just one apprentice. As the need arose, additional technicians have joined Scott’s team to keep up with their customers need for fast, quality service.

Scott lives in Lonsdale with his wife Sandy and their son and daughter.  Scott is also very active in the community. He is currently in his second term as a Lonsdale City Council Member. He has held numerous leadership positions with the Boy Scouts and has served as a director of the Lonsdale Chamber of Commerce and is currently a member of the Lonsdale Lions Club.

Talking points:

• Scott started the ASOG (Automotive Shop Owners Group) on Facebook because he was frustrated with a customer problem and he was looking for insight.
• For Scott, he fell into the ‘grass was greener’ syndrome when it came to starting his own shop. He soon realized he was wrong.
  • He didn’t have the business skills and money management skills to own his own shop.
• As a manager, he expected that his people would act like him and work at the 110% level.
• Phone quotes is a big debate for him. He attempted not to do a quote over the phone. Some of his customers thought that it was an aggressive tactic. He was a new business in the town and it was not received well even though his coach pushed him in this direction. He tried it, but changed and is now giving quotes over the phone.
• His purpose is helping people. He says he has a hero complex.
  • He is there for the people in the community.
• Scott found himself is some financial trouble and he persisted through it and came out stronger and better for it. There is no training that could have taught him how to survive a foreclosure.

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events    Speaking

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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