I have to think that just because Seth has a Euro shop doesn’t mean that an all-makes-and-models shop can’t have a certain level of sophistication in the client experience.

In today’s competitive landscape, providing a sophisticated client experience is no longer a nice-to-have but a necessity for professional auto service shops seeking to stand out. A sophisticated client experience goes beyond merely meeting expectations – it captivates, delights, and forges lasting connections between your brand and your valued clientele.

By crafting a sophisticated client experience, you can set your business apart from the competition and position yourself as a trusted advisor. This means going beyond the surface-level interactions and delving deeper to truly understand your client’s needs, goals, and pain points. It’s about anticipating their requirements, delivering personalized solutions, and fostering a sense of partnership and collaboration.

A sophisticated client experience is built on a foundation of attentive communication, attention to detail, and a genuine commitment to your clients’ safe and reliable transportation. It’s about creating a seamless, high-touch journey that leaves a lasting impression and inspires loyalty. When you get it right, your clients will not only keep coming back but also become your most powerful advocates, driving referrals and growth for your business.

Implementing a sophisticated client experience requires a multifaceted approach. Seamless digital interfaces, personalized communication, and anticipatory service are just a few elements that contribute to an elevated brand experience. By investing in these strategies, you demonstrate to your clients that their needs and preferences are heard and actively prioritized.

Your team must be on board and buy-in to the value of this improved experience.

Increased customer loyalty, positive word-of-mouth, and a strengthened brand reputation are tangible benefits that can propel your business to new heights. Delivering a sophisticated client experience that sets you apart from the competition can elevate your brand’s engagement and unlock a world of possibilities.

Show Notes

Thanks to our Partners, AAPEX and NAPA TRACS

Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR

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/

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

-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

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

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

Guest host and shop tour with Seth Thorson, Eurotech Auto Service, 4 locations in Minnesota. Find out how Seth purchased, renovated, and opened his newest location in 6 months.

Watch on YouTube

Seth Thorson, Eurotech Auto Service and LMV Bavarian . Listen to Seth’s previous episodes HERE.

Key Talking Points

• Closed on building December 31st, 2021, gutted and remodeled, and reopened in June 2022
• Renovated office space for corporate office and training room
• Advice- work on having a relationship with the city planners
• Facebook Marketplace- during COVID his employees found great deals on their own initiative

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

Key Talking Points

• Donnie Hudson, 3 Location, Troy Auto Care, Troy, MI
  • Retaining great employees  
  • Listen to your employees and keep the morale up 
  • Flexible schedules 
  • Feedback- transparent communication 
  • Take care of your people and they will take care of you

• AJ Nealey, Nealey Auto Service, Edgewater and Deale, MD
  • Talent mining (Finding superstars)
  • Hand in hand with retention
  • Your employees should be your biggest advocate and biggest fan
  • Do you have the right culture internally and align with your organization?
  • Can new hires be adaptable to a new culture they aren’t used to? 
  • Each role builds the company

• Seth Thorson, Eurotech,  New Brighton, Woodbury, Medina, MN
  • Tesla Factor 
  • Electric cars break and need repair/maintenance- an opportunity
  • Tesla training starting to come to the market
  • “Service Mode” disables live view and summon capabilities
  • Don’t say no to EV’s

• Dr. Laura Shwaluk, The Auto Shop, Plano, TX
  • Retaining great employees  
  • “Now Hiring” signs no longer work
  • 50-65% of workers that are currently working are either actively looking for a new job or open to a new job
  • How engaged are your employees with their work and the business?
  • When you lose an employee you lose productivity
  • Employees are looking for a “home”- core values, being appreciated, respect from owners and team members, integrity, achievement projects, sportsmanship

• Emily Chung, AutoNiche, Markham, ON
  • Attracting the next generation 
  • By the time we talk to them about trades mid to late high school it’s already too late. We need to get them interested at a younger age and get rid of the stigma with parents
  • Capturing the youth- by high school they have already formed their opinion of their career paths. 
  • How are you portraying your shop? What does it look like to the parents?

• Keith Perkins, L1 Automotive Diagnostics, Tulsa, OK
  • Mobile Car Repair Trend (Vehicle Service)
  • Working on a car in someone’s driveway- unsafe
  • Over 60 google listings in the local area of Tulsa, OK, less than 10% are more than 4 years old of mobile auto repair business-wide acceptance 
  • Facebook Marketplace/Craigslist- individuals ready to perform repairs
  • What started this movement? Technicians that didn’t have a “home” 
  • Consider “concierge service” for picking up and driving back 

• Colleen Yarger, Mark’s Independent Service, Chatsworth, CA
  • Aging fleet
  • Car shortage- people aren’t as willing to get new cars. 
  • 10-15 year old cars is the new niche- bigger tickets
  • Automobiles that are age 12 years or older are anticipated to increase by 15%
  • The number of vehicles 5 years old or less is predicted to increase by almost 25%.
  • Research shows in 2021, there will be an estimated 76 million vehicles aged 16 years or older in the United States.

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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  AAPEX 2021 is in the record books and lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX – Now more than ever.

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/carm

Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN. He just started to build a brand new shop and experts to be in by June 2021.

Seth was educated at a UTI in Chicago, where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.

He is the owner of Eurotech, which specializes in BMW, Mercedes, and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians is able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.

Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics. He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.

Seth belongs to AASP in MN, BIMRS as well as NASTEF. He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners have helped grow his business. Listen to Seth’s previous episodes HERE.

Troy Vaninetti– Troy has been Married to His beautiful wife Kori for 27 years and has four children with one still living at home with one 15 month old granddaughter.Troy started working in a Texaco full service station at age 17, and progressed through the following: from service attendant, tire attendant, apprentice technician, lead technician, shop manager, to purchasing Graham Auto Repair in 2006. Troy knew the importance of having coaching he joined ATI in 2012 and increased his business revenue every since. Troy leased a six-bay building in Graham for ten years before being forced to build his own 7 bay building due to losing His lease in 2016. In his first full year in the new building, Troy doubled his annual revenue. Since then Troy has won the National Top 12 ATI awards in 2018,2019, and 2020. Capturing the number one National Top Shop Award in 2020. Now Troy is working on His second location in Yelm Washington.

Key Talking Points

• Seth Thorson- 3rd location, built within 9 months in a motorplex condo. It was a PUD (planned unit development). 4,000 square feet, 6 bays total. Tile floor came from Germany and an employee from the company came to install it on a work visa. Epoxy tends to not hold up as well as tile. Customer waiting room downstairs and VIP lounge upstairs. Kitchenette upstairs as well. The location will be hosting car shows and events. Two customer bathrooms and one employee bathroom. Oil and fluids housed upstairs with a pump system. Had fixed price budget bid. Radiant in-floor heat and HVAC air conditioner. Discussed planning and input with shop foreman. Promoting 3 locations on the website, you can call and reach a live person that will book an appointment and pick up car to be serviced at a different location.
• Troy Vaninetti- new building 4 years old, 7 bays. Over 2 years to be built start to finish. Covered entrance service area. Mixed soil with concrete because the soil was too wet to build on. Made depth 50 ft in case he wants to repurpose space as commercial retail space. Hired a designer to design the interior of the shop. Within the first year the shop doubled revenue, nicer building attracts different clientele.
• Upgrading customer amenities- people make emotional decisions based on how they feel when they walk into a place.
• Advice- start early because it is a long process. Remodeling is very different than new builds, make sure you are clear with vision with architect. Visit as many places as you can to decide what you like and don’t like. If you can, assign someone to help with obtaining permits and being the squeaky wheel. New builds/updates to buildings also attracts technicians that want to work there. Have financials in order for bank and be prompt with reports they need.
• A special thanks to Seth Thorson and Troy Vaninetti 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  LinkedIn   Instagram  Youtube   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 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

Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN. He just started to build a brand new shop and experts to be in by June 2021.

Seth was educated at a UTI in Chicago, where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.

He is the owner of Eurotech, which specializes in BMW, Mercedes, and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians is able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.

Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics. He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.

Seth belongs to AASP in MN, BIMRS as well as NASTEF. He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners have helped grow his business. Listen to Seth’s previous episodes HERE.

Key Talking Points

•  Yellow envelope- hospital/accident (6 months and under)Plans for employees to keep business afloat during short term/long term events- weekly log of daily tasks
• Update consistently
• Assign roles for employees
• Important contacts to call- business coach/consultant/marketing, close industry friends in groups, accountant, attorney, banker etc
• Clear pathway for electronic checks/manual checks
• Start by what you do per day- what tasks need to be performed for business to continue?
• Red envelope- you are gonePersonal red envelope- master passwords for all online websites
• Business red envelope- what to do with business? Sell? Succession plan?
• Provisions for key employees- bonuses/payouts
• Start with attorney and accountant- what are the biggest messes to unravel upon sudden death?
• Important contacts the same as in the yellow envelope
• Clear guidelines- when people grieve they often don’t think clearly
• Updated company financials/LLC documents
• Short term leadership committee- defined compensation and transition to either hiring someone else or selling company
• Thanks to Seth Thorson 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 is segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter  LinkedIn   Instagram  Youtube   Email  

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a 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

• Colleen Yarger
  • New Shop Owner January 2021
  • Owns Marks Independent Service, Chatsworth, CA
  • The youngest member of this panel
• Carolyn Coquillette
  • Luscious Garage, San Fransico
  • CEO Shop-Ware
• Esteban Gonzales
  • Proshop Automotive, Colton, CA
• Matthew Lachowitzer
  • Matt’s Automotive Service Center, North Dakota, Minnesota
  • Multi-Shop Operator, 5 Locations includes Collision Shop
• Greg Buckley
  • Buckley’s Auto Care
  • Grooming the third generation of family
• Scott Brown
  • Shop Owner, Connie and Dicks, Claremont, CA
  • CEO Diagnostic Network
• Frank Leutz
  • Desert Car Care, Chandler, AZ
  • Wrench Nation Radio show and podcast
• Seth Thorson
  • Euro-Tech Auto Service, New Brighton, MN, Multi-Shop Owner
  • LMV Bavarian, BMW Tech Support Company

Thanks to ASCCA – Automotive Service Councils of California
Link to Youtube:

Talking Points:

Greg Buckley

• Are we as a profession proactive or reactive to change? Some are miles ahead while others won’t get out of the gate. Why? Is it a mindset? Opportunity? or do some think it’s time for a sunset. 
• It’s not so much what we do has changed, but how we do it certainly has. 
• Are there collaborations or partnerships that will be needed for our success that we don’t even know yet? 
• Less shops / more cars / lower ARO?
• And again – Miles Driven Per Capita vs Volume Of Miles Driven. Miles driven won’t necessarily decrease in the future, in fact, they’ll probably increase. But who will be driving them? Individuals, fleets, autonomous?   

Colleen Yarger

• Technician training internal and external for ADAS and Electric Cars. 
  • I’m working on hosting ADAS classes at the shop along with purchasing a connecting shop to support the parameters for calibrating these cars.
• Creating a more ‘on-demand’ guest experience. 
  • Text message capability with after-hour support. A web portal that will allow people to speak directly to me. And of course, using Shopware!
• Setting clear defined goals for my team and hiring like-minded individuals. 
  • We all want multiple shop locations 🙂 

Matt Lachowitzer

• Small shops will have the biggest challenge to keep up. Most of these won’t be able to afford to and as you stated, there will ultimately be way fewer shops in the future.
• The technician shortage continues to grow, how are we going to be able to staff our stores with the top talent?
• More and more people are leasing than ever before, how do we adapt?
• How do we continue to move away from just fixing cars and making ourselves stand out and be an experience and a destination for our guests so we aren’t a commodity?
• How do we as an industry continue to grow and keep up with the constant change?
• How do we continue to provide the best training available to our teams?

Scott Brown

• Technical challenges – If you’re a multi-carline shop I can only see it becoming extremely difficult to maintain the technical competencies required to deliver professional-grade service.
• One of the drivers of the 1st bullet is the lack of highly qualified technicians. Some OEM’s provide the framework for growth, on the independent side not so much. NASTF’s vision for Road to Great Technicians is a great starting point.
• Consumers – The automobile is one of the most complex devices most humans interact with daily and most don’t understand the technical competencies a service provider must possess in order to properly service their vehicle. 

 Frank Leutz

The Future Concept. Every Service Experience Point We Thought we Knew Changes Completely

• The future will entail a much more consumer based experience with themes leading away from the actual service work and more towards “Charge & Chill” “Vibe & Drive” , “Pit & Lit” , “Volt & Jolt”,   –I
  • Investment and Training in Hospitality Critical (aside from the normal TECH Training)
  • Partnerships with Restaurants Concepts 
•  Increasing Value in The Marketplace 
  • Replacing the Oil Service With Family Fun Based Experiences
  • Battery Disposal Services 
  • Vehicle-Based Subscription Partnerships 

Carolyn Coquillette

• The pace of technical innovation is not going to slow.  We must adapt or die.
• Good news is that we are the technologists.  That’s good job security.  
• As we figure out how to adapt, health care is a good potential reference point: how it is facing this challenge in a similar way, enabling humans to make sound decisions based on their own priorities.
• Additionally, jumping onto what Greg and Matt mentioned, participation in networks is going to be essential, both for car count (future fleets) and technical support (avoiding isolation, esp. for smaller shops).  Enter cloud-based shop management, technician forums, industry advocacy, and associations, all of which are represented here on this panel.

Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN. He just started to build a brand new shop and experts to be in by June 2021.

Seth was educated at a UTI in Chicago, where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.

He is the owner of Eurotech, which specializes in BMW, Mercedes, and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians is able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.

Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics. He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.

Seth belongs to AASP in MN, BIMRS as well as NASTEF. He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners have helped grow his business. Listen to Seth’s previous episodes HERE.

Daniel Gravely is the District Manager, EuroTech Auto Service. Check Daniel’s Episode HERE.

Key Talking Points:

• Four corners of the Property to the Four Walls of the buildingThe store is audited by another location
• Monthly Leadership meeting
• The devil is in the details
•  Why is this important from a customer perspective?Reviews, compliments, appearance, safety
•  Capital Improvements such as structural damage discovered
• Audit Formto set a plan of improvements
• budgeting for improvements
• Deadlines
• accountability
•  Four Corner Four Wall – it is more important to employees or customers?
•  How do you pick who goes to the Leadership Meetings?
•  The leadership team is shop foreman from each location
•  I wanna do this at my shop, how do I do this? Where do I start?what are you trying to accomplish
• outline of plan
• put a plan in place
• No shortage of ideas, just a shortage of execution
• Remember The Milk app to help with to-do lists (used by Daniel) 
• Final ThoughtsYour Four Corner Four Wall Inspection is a quick view from your leadership team
• In-depth responsibility for each manager to conform to
• Safe and clean place for customers and employees to come to
• Be critical with a fresh set of eyes

Resources:

• A special thanks to Seth Thorson, and Daniel Gravely 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

The Panel

Bryan Kelley, owner of Valley Automotive Electric and Chairman of ASA Northwest. Brians previous episodes HERE.

Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN. He just started to build a brand new shop and experts to be in by June 2021.

Seth was educated at a UTI in Chicago, where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.

He is the owner of Eurotech, which specializes in BMW, Mercedes, and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians is able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.

Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics. He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.

Seth belongs to AASP in MN, BIMRS as well as NASTEF. He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners have helped grow his business. Listen to Seth’s previous episodes HERE.

Bill Haas, AAM, is the owner of Haas performance consulting LLC, with 40 years of experience in the automotive service and repair industry. Clients have access to Bill’s solution-based focus, expertise, unique perspectives, and in-depth knowledge of the industry.

Bill began his career working part-time at a full-service gasoline station in Appleton, Wisconsin. His career includes time as a technician, shop owner, technical trainer, and on the staff of the automotive industry’s oldest and largest association representing automotive service and collision repair businesses. While at the association, Bill had the opportunity to work with all segments of the industry.

His knowledge of the industry has been shared on many occasions as he has been invited to speak at numerous industry events as well as providing testimony at hearings of the US Congress and several state legislatures on important legislation and regulation affecting the automotive industry.

Bill received the Accredited Automotive Manager (AAM) credential from the automotive management institute in 1996 and has been a member of the automotive management institute’s faculty since 2002.

Bill is also the business manager for NACAT, the North American Council of Automotive Teachers. His services include business management seminar development and delivery, keynote presentations, business consulting, performance coaching, and strategic planning facilitation. Listen to Bill’s previous episodes HERE.

Key Talking Points:

• Build your pay plans to accomplish the goals you want
• You can not have a business-focused incentive plan. The individual and team must play a big role. Must be a win-win for both.
• If a shop doesn’t feel they can’t afford people, they aren’t charging enough.
• Find ways to afford your people
• The reward for their performance
• Incentivize the individual so they can earn what they want based on their contribution to the business
• Some employees are not worth what they want or need to earn. No problem moving on.
• Some pay plans allow a great income when milestones or goals are hit. Put the power in the employee’s hands to be an ‘earner’.
• You need all the measurements to show your people their opportunities. Therefore good, smart Key Performance Indicators. (the numbers)
• You must track lost sales to find the potential that exists.
• It is all connected; for example, a good inspection program gives the service consultant the power to sell. That information equips the service consultant.
• Bryan Kelley:Not everyone is money motivated. We make that error often
• There are other motivators:Time off
• Praise
• Teamwork
• Ownership
• Don’t lose the second half of the equation. Don’t dangle a stick and carrot
• Provide them an incentive to grow
• Caveat: consider your state’s laws around discrimination in pay plans
• It is about the culture you create if you instill strong incentive plans because eventually, everyone needs to be on the same page going in the same direction working toward the common goalCulture before pay plans
• There are creative ways to accomplish incentive plans for individuals.
• Incentives can be:Time off
• Retirement
• Health care
• Tool stipend
• Toolboxes (no tools) built-in for each tech
• If they don’t own a toolbox, you can buy one to get them to come on board.
• You also need to have comparable and competitive benefit programs with competitors in your market.
• Tailoring plans to each individual considering your state laws
• Be sure you have a total compensation page so your employee can see it at least quarterly. The grass is not necessarily greener somewhere elseMany HR support companies have this online for each team member
• If an individual wants three weeks vacation and you cannot and it would be discriminatory: find a way to compensate them for taking a week off without payThink outside the box
• Instead of a silver bullet, come up with a ‘silver idea.’
• Bill HaasPay enhancements:Additional hourly money based on continuing educationSame for ASE or smog license (depending on your state)
• Remain certified
• Pay on production goals or gross margin
• You may have a strong culture on training, so you may not need to incentivize training
• What you concentrate on for incentive pay they will value; what you don’t, they will not value
• Idea from Bill:Set production hour goals for every technician. An individual based on their knowledge, skill sets, experience.They get a production bonus based on hitting that goal, and it is tiered.
• Also, a sold hours bonus goal for advisor
• Seth:Hourly with an incentive for production. He does not believe in flat rate
• BryanFlat rate with good culture and incentives is alive and well. 
• How you delegate and systematize is important
• Sell work and diagnostics correctly is key to flat rate
• Things will go wrong, and you have to have a plan to make it work
• Bill:When they evaluate comebacks, it has less to do with their credential experience, it has more to do with attitude.
• You cannot fix a bad attitude with a pay plan.If you give a raise because they ask, does that fix their attitude? 
• Bryan:Attitude is the biggest indicator of performance and comebacks
• Trying to motivate through a pay plan or dollars is just manipulation. Don’t force people to do things with dollarsNext time an employee is in a bad mood and asks for a raise, you’re in a negative spiral
• You must discover the core of the bad attitude
• Keeps a chart on the 23 motivators of people (see below)
• Seth:His operations manager, who is an executive, gets a vehicle stipend. This is his motivator. Check with your state before you do any off structure
• They do ongoing coaching to test for attitude.
• An employee always asking for raises may have a money management issue. Seth enrolled the employee in a Dave Ramsey course.
• An exceptional manager can manage 3 – 5 people
• A good manager can manage 2 – 3 people
• He sets up pods to manager can get to know their people
• Bill: Failure of leaders is they fail to listenIt is easy to know what your people need, just listen to them.
• What do they want in their job and their life
• Bryan: Managing diagnostic time must have full disclosure with customers and start at 2 hours. If not it is a loss for everyone.Seth has different plans to protect an ‘A’ diag tech
• Bill: Looks at gross marginYou need tech production.
• Also has goals for calculated labor sales vs actual labor sales
• Looking at gross wages paid vs actual labor sales
• Looking at gross profit per individual
• This prevents the diag tech from feeling he is not making money.
• B tech must produce more than the A Diag tech.
• Share goals each week, so all techs see each other’s numbers.
• Support your plan by the math  
• Bryan: Don’t overcomplicate a plan by showing the detail it takes to come up with the incentive/plan. Keep it simple when you show the numbers.Understand your business and your culture, then create a plan
• It must be a win-win for employee and business.
• You must understand your KPIs
• Teamwork and independent working must fit into the plan. The entire team and personal production. You can incentivize the individual to get the team.
• Seth:Build it for your business and employee but understand their individual need. The target can move.
• He believes in rewarding individual and team goals.
• Bill:The best pay plans work for the best employees.

Resources:

• A special thanks to Bryan Kelley, Seth Thorson, and Bill Haas 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

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996.

Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo.

Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.

Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Matt Fanslow’s Previous Episodes HERE.

Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California.

With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE.

Scott is the founder of diag.net. Find other episodes that have featured Scott HERE.  Diag.Net HERE

Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN.

Seth was educated at a UTI in Chicago where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.

He is the owner of Eurotech which specializes in BMW, Mercedes and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians are able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.

Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics. He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.

Seth belongs to AASP in MN, BIMRS as well as NASTEF. He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners has helped grow his business. Listen to Seth’s previous episodes HERE.

Key Talking Points

• Seth and Scott are working on Tesla vehiclesSuspension failures
• Door handles
• Northern climates, you’ve got to pull the calipers (a brake service)
• Hybrids need brake work that many are not looking at
• Where do we get service information and access to scan tool informationSeth: Tesla is taking an aggressive stance to keep their information close
• Newer models are showing with OBD II port on model Y and 3
• Tesla will charge you an upfront diagnostic fee when you make a service appointment for a warranty issue. If it is legitimate you get a refund.  
• Tesla has mobile units for remote service
• Seth had a friend with a noiseHe was able to diagnose the problem and told his friend what the problem was
• Tesla’s service and distribution model is not like the franchised dealerships
• You can only buy parts from Tesla
• MCUs are failingThey upped their warranty to 2/24 on that component
• How do you look up parts and know what part number you needSeth purchased Tesla Service Info.com from tesla for $3,500 per yearA result of the clean air act in Massecusits. Available nationwide
• You can look up your parts get a number and then call them
• They don’t have a retail parts ordering system
• They create a service invoice. You pay it via the app and then you pick up your part
• You have an APP because you are Tesla owner
• Seth is active in a Minnesota Facebook forum on TeslaWeeks wait for service
• Scott is doing tire rotations and cabin filers on his customer base
• Eventually, BEV will need to pull an emissions reportThe vehicle will need an OBD port to get the data
• Scott generates his own energy at home and uses it to fuel his Tesla
• Scott ordered the upgrade for his Tesla (3.0)The unit is 21x the computing power of the previous version
• Scott recently got a software upgrade that gave him more features on his camera
• Seth got a ‘brick’ episode when he did an upgrade.He got Tesla to help him, with a router reboot and then reinstalled the software
• He also rebooted the car twice
• Other OEMs are moving to Over The AIr (OTA) updates
• MCU: Main display. The heart and soul of the vehicleAll the charging goes through that
• They provide a $1,500 refurbished unit if it goes bad
• Seth is working on training courses and rebuilding MCU units to sell in the aftermarketThese are out of warranty units
• If you are going to work on Tesla, you can market through social media groups
• 70% of vehicles get repaired in the aftermarket. Tesla needs to help get their cars repaired by the professionals so more people will want to buy one

Link to AAPEX Service Awards HERE.

Resources:

• Thanks to Seth Thorson, Scott Brown and Matt Fanslow 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.
• Love what we do, buy a cup of coffee HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

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 

This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com

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

Seth Thorson was educated at a UTI in Chicago where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.

He is the owner of Eurotech which specializes in BMW, Mercedes, and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians are able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.

Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics. He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.

Seth belongs to AASP in MN, BIMRS as well as NASTEF. He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners has helped grow his business. Listen to Seth’s previous episodes HERE.

Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq ft shop has 21 lifts with two flats per lift.

Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry previous episodes HERE.

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996.

Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo.

Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.

Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Hear Matt in previous episodes HERE.

Frank Scandura from Franks European in Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.

Key Talking Points

• Raise your labor rate today. Charge (get paid) for what you are worth
• Get a business coach
• Start networking
• Join a group/association
• It starts with the owner to get their business into a high-profit zone
• Treat your business as a business.It is an entity
• The majority of shops are not charging enough
• Fear is the biggest reason why shops won’t charge for what they are worthFEAR: False Evidence Appearing Real
• Are we charging the proper labor rate so we can pay for top-level technicians
• Shop owners do not understand business and they need to break through and become a CEO
• Cannot run a great business if you are racing to the bottom.You need cash to create uncompromising success
• Minimum entry into this business is fixing the car right the first time.
• We are using bad reference points in how we set our labor rate and pay scale
• Entities are poaching our talent and those entities do not require the skill that we doWe are losing higher skilled people to lower skilled jobs
• Techs are leaving for all the reasons we have covered in this Academy
• Frank is charging more per hour for working on 24 years and older cars
• Being independent can be a curse
• Tesla charges $250/hour as a shop rate.Just as much computing power in a Cadillac as in a Tesla
• Is moonlighting hurting the industry?Is it pay?
• Most technicians cannot see past their next paycheck.Financial support is necessary to understand their financial need.
• Many say they are not making enough money are really saying that they are spending too much
• They need a budget and you can help with that
• It is what you keep not what you make. A lesson we all need to face
• You need to show your team members what their total compensation isInvisible paycheck shows the entire compensation package.
• Health Care, Retirement, Paid Training, Paid ASE Tests, Tools, FICA, Dental, PTO (Time Off), Uniform, Vacation, and more
• You have intelligence and emotion to deal with in life. It is a balance you need to be aware of.
• Create your organization chart with roles and responsibility
• It is simple math to figure out what to pay your techniciansCost of living, demographics come into play
• Put your numbers to paper. Consider the service writers and technicians pay.
• If you can’t pay what you feel you can, you may be in the wrong market to generate the revenue and margins necessary.
• Start now to make changes to your businessImproved margins
• Increased labor rates
• It is a process and will not happen overnight
• Jerry looks at his business as a factoryIn one side is a broken car
• At the end of the ‘line’, you have a happy customer
• The factory efficiency must be tweaked all the time
• Many reasons you cannot keep great talent can be because of a lack of:Training
• Systems
• Procedures
• Profitability 
• Unorganized, unkept facility
• Marketing
• Tools/equipment
• Environment
• Culture
• Ideas on compensation elementsASE Testing
• Training
• Efficiency
• Comebacks
• Years of Service
• Training hours per year
• Layout a compensation plan so your people know where they can be when milestones happen
• Listen to where your people want to be in their life and work with them to help them reach those goals which will include the right compensation plan
• Seth is using a coaching process to align personal goals to the companyIf he has to pay for a Dave Ramsey class to help them budget and manage their debt
• Frank will provide financial training in his yearly 40-hour requirement for his peopleYour housing should be no more than 25% of your take-home (Dave Ramsey)
• Your people need to earn their keep and you need to evaluate
• Go on shop tours

Resources:

• A special thanks to Seth Thorson, Frank Scandura, Jerry Kezhaya, and Matt Fanslow 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.

Facebook   Twitter   Linked In   Email

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

Subscribe to a mobile listening app HERE.



Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN.

Seth was educated at a UTI in Chicago where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan.  From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.

He is the owner of Eurotech which specializes in BMW, Mercedes and Audi cars.  He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians are able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.

Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics.  He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.

Seth belongs to AASP in MN, BIMRS as well as NASTEF.  He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners has helped grow his business. Listen to Seth’s previous episodes HERE.

Dave Macholz is the Academic Chair of the Automotive Technology program at Suffolk County Community College, the largest Community College in the State of New York.

Dave began his career as a Technician at the age of fifteen and worked as a tech while pursuing a degree at CUNY Queens College. After College Dave owned and operated his own shop and continued to work as a Technician until being hired as a full-time High School Automotive Teacher at Eastern Suffolk BOCES in Oakdale NY.

Dave served as the lead instructor for the AYES Automotive program at ES BOCES for several years before leaving to take a position as a full time Instructor at Suffolk County Community College in Selden, NY where he currently Chairs the Fiat Chrysler MOPAR CAP Local, General Motors ASEP, Honda PACT, Subaru U, Toyota T-TEN, and general automotive programs.

Dave is an instructor and program consultant for Worlpac where he teaches and manages a team of Asian market vehicle technical trainers. In addition to his instructional background, Dave writes technical articles for Motor Age Magazine, serves on several industry and publishing company advisory boards and is an advocate for continuing automotive education for working automotive professionals. Listen to Dave’s previous episodes HERE.

Aaron Dalton joined North Kansas City Schools in 2008 as an Engineering Technology Teacher teaching college engineering courses for 9 – 12 grades. Over the years, Aaron furthered his degree in Career and Technical Education (CTE) Leadership and became one of the lead teachers in the school district. In 2017, he was hired as Assistant Director for a Kansas City Area Career Center and in 2018 was promoted to Coordinator for School to Career Programming at North Kansas City Schools.

Aaron currently oversees all career pathway programs in 6th grade, middle school, high school, and off-site programs like Automotive Technology. In the evenings, he teaches drafting courses at the local community college.

Key Talking Points:

• Don’t sell ourselves short. This is a fantastic career.
  • We’ve got our problems but more and more are turning around and fixing our issues
• Be sure when you build a mentor and mentee program with an apprentice, you select the right person
  • Be sure your mentor doesn’t disenfranchise your new hire
• This is a high tech job today and into the future.
• Seth: Career path to trade program in high school to include income pathways
• Middle school is an important part of creating interest and excitement into automotive careers
• Get involved in career fairs.
  • Present or just talk to classes, parents and school and administration
  • Get former students working in the automotive to speak to students and parent
• Hold shop tours. One of the best exposures to the automotive to parents and students.
  • Be sure counselors and principals come to visit your shop.
• Post-secondary schools have OEM relationships with their specific programs
  • Independents must get involved and engage with the college by speaking to department heads and participation on advisory board.
• The quality of post-secondary (college) programs helps generate recruitment via student word of mouth.
• Many students who go to work for dealerships work in the maintenance area (oil changes) and get disenchanted.
• Seth Thorson: Graduating students get shop tours at independents
  • He hired an apprentice from a most recent tour
• Seth creates his own graduation program for a new apprentice as part of a career path
  • Apprentice/Mentor program
  • Includes ASE goals
• Messaging
  • This is a high tech industry
  • Not a dirty hands job anymore
  • When talking to parents and students, have students talk to them about their experiences.
• A draw for recruitment
  • Career path
  • Clean shop
  • Resolve compensation issues
    • More profitable shop
    • Salary plus incentives
    • Tied to training and ASE
• Do mock interviews for your school
• Help with a NATEF review
• You have to reach out to students because the ‘word’ may not reach them through the school unless we do it
• Get high-school counselors to post-secondary automotive tech facility and observe
  • Set up some ADAS calibration if you have it and show them.
  • Independents must be prepared to discuss pathways and compensation plans with guidance counselors
• We’ve got to figure out how to pay a living wage for technicians
• Seth Thorson: Consider supplying a starter toolbox for new recruits from post-secondary
• When you are presenting bring items to pass around and for students and parents to touch. Scopes, sensors, etc.
• Many in education don’t reach out to independents, therefore, the independents must reach out to the high schools and colleges. Find the time the one hour it takes to help your business and the industry by reaching out to the schools.
  • We get too tied up in our silos. Get in your car and visit.

Resources:

• A special thanks to  Seth Thorson, Dave Macholz and Aaron Dalton 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.

Subscribe to a mobile listening app HERE.

Your Learning Curve Never Sounded So Good

The Panel:

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

Andy Bizub is a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of, and starting a turnaround. At bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Listen to Andy’s previous episodes HERE.

Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN.

Seth was educated at a UTI in Chicago where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan.  From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.

He is the owner of Eurotech which specializes in BMW, Mercedes and Audi cars.  He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians are able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.

Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics.  He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.

Seth belongs to AASP in MN, BIMRS as well as NASTEF.  He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners has helped grow his business. Listen to Seth’s previous episodes HERE.

Key Talking Points:

• Buying technicians tools is a recruiting and retention tool for your business.
• New technician program ideas:
  • Catch them when they start school.
  • Post-secondary student starts as a freshman. Buy a toolkit for them.
  • Work for your shop and get your tuition paid if you stay for four years.
  • Apprentice gets a toolkit. So when they are working for you they have access to tools.
    • Apprentice set is smaller and mobile so as apprentice works with different technicians they have their set with them.
  • Provide built-in tool boxes for every tech.
    • Toolboxes are a big barrier (cost)
    • All tool boxes are uniform. Tech has the key. The owner has a key. No toolbox envy.
    • This is trending especially at higher end euro shops.
    • Offer storage of techs current box while he uses your built in.
    • Some techs will sell their box.
    • Productivity gains when every toolbox is uniform.
  • The shop provides all specialty tools, diagnostic tools and scopes.
  • Tech owns a basic set of tools themselves
  • Every Lexus dealer is creating built-in tool boxes.
• Shop owner helps techs buy tools
  • Shop foreman has a budget for tool purchases.
  • Idea: Andy Bizub: Exchange for labor hours. By mutual agreement, approved by his accountant.
• Owners don’t want to see their techs in debt.
  • Techs must put an amount on their credit cards each week for the tool truck.
  • Less debt to carry
  • Tool truck’s love it because shop owner is paying them every month.
  • Less downtime from techs as they don’t need to spend as much time with tool truck.
  • Techs find something they need; these shop owner will purchase for the shop.
• Current technicians
  • Keith Williams. Weekly stipend if zero comebacks.
    • $50 per week.
    • Not based on parts defects.
  • If techs are not worried about their tool debt they are a better person all around.
  • Yearly bonus can be used for tool purchased and used during the year.
• Getting known at your automotive high-school or college
  • Let them know that you provide intern/apprentice tools
  • You can start getting some of the best graduates if you involve yourself in the school and they know you have a great program to support graduates into our trade.
• Independents must get involved at the post-secondary level. (High School Important also)
  • Work with the department chairs and develop relationships with instructors.
  • Get involved with inspections for  ASE Education Foundation formerly NATEF.  
  • We must work with our young people and help them buy their tools.
  • Get together and help the schools acquire tools and equipment.

• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• A special thanks to Keith Williamson, Andy Bizub and Seth Thorson for sharing so that all ships rise.

Resources:

• Link to Seth Thorson Interview on Creating a $25,000 Scholarship Endowment HERE
• Link to Academy Episode 36 ‘Ten Reasons For Buying Technician Tools’ HERE

Facebook   Twitter    Linked In    Email

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

Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN.

Education.
Seth was educated at a UTI in Chicago where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan.  From there he moved to an independent shop in Waterford Michigan and learned VW Audi.  Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.

Seth believes in specialization.
Eurotech (the existing shop Seth now owns) specializes in BMW, Mercedes and Audi cars.  He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians are able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.

Training Company.
Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics.  He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.

Involved.
Seth belongs to AASP in MN, BIMRS as well as NASTEF.  He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners has helped grow his business.

When he is not working, you will often find him hunting with his dog or on a snowmobile race track.

This episode covers Seth’s Scholarship Endowment for Century College.

Talking points:

• Seth has provided a $25,000 endowment scholarship for Century College- Thorson Automotive Scholarship sponsored by Eurotech.
  • It all started with family gifting donations to college in Seth’s name for birthday’s and holiday’s.
  • Outreach department contacted Seth, realized there weren’t scholarship opportunities for the automotive department at school.
  • Based on principle and interest that’s available to pay out- $1,000-$1,200 per year for scholarships, lasts virtually forever.
  • Creator of endowment scholarship is able to dictate the criteria and terms for the scholarship.
• Battling tech shortage starts at middles school and high school level.
  • Many schools are under-equipped with tools for teaching.
• Community college challenges.
  • Attracting the right people, need to reach out and educate guidance counselors about an automotive career path. Attend school boards, meet with school superintendents.
  • Parents and students need to view an automotive career as a valuable opportunity. It starts with industry pay.
  • College is an important foundation for techs. The automotive shop can fine tune and take techs to next level with proper training.
  • We need participation from shop owners to join the advisory board as well to steer curriculum development.
• Hiring techs out of college.
  • Don’t expect new techs to automatically know everything post-college. Assign mentors to help guide and train them.
  • Let new techs do various challenging tasks besides changing oil and brakes to keep engaged.

Listen to Seth’s previous episodes HERE.

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

Download the Remarkable Results Radio listening APP for your smart device:

Seth Thorson has specialized in the service of European automobiles since 1999, first in Michigan and now at his current location in New Brighton, MN.

Education.
Seth was educated at a UTI in Chicago where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan.  From there he moved to an independent shop in Waterford Michigan and learned VW Audi.  Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.

Seth believes in specialization.
Eurotech (the existing shop Seth now owns) specializes in BMW, Mercedes and Audi cars.  He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians are able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.

Training Company.
Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics.  He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.

Involved.
Thorson belongs to AASP in MN, BIMRS as well as NASTEF.  He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners has helped grow his business.

When he is not working, you will often find him hunting with his dog or on a snowmobile race track.

Powerful points discussed in this interview:

• Warranty and why he self-insures.
• The minimum hours, he feels, techs need to log in training.
• He prefers to train his A techs and that has been his method of late.
• Seth shares what the shop of the future is going to look like and he explains how he will grow his business.
• Hear about a parts consignment beta test program he is participating in with BMW.
• He also has a secret on how he accomplishes everything on his plate

In his spare time Seth enjoys snowmobile racing, American history and playing various sports.

Eurotech Auto Repair Website

Green Garage Website

LMV Bavarian BMW Support/Training Website

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Phone 716-320-1567   Email

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