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

Watch Full Video Episode

Three industry coaches, Chris Cotton, Brian Gillis, and Clint White, are redefining leadership by returning to shop ownership. They chose to re-engage, believing that staying in the trenches keeps their coaching grounded and relevant in a rapidly changing industry. They view ownership as a “learning lab,” testing strategies in marketing, staffing, and technology firsthand, then bringing real-world insights back to their clients. As they plan for the future, each is focused on sustainable growth, exploring private equity opportunities, and developing strong succession plans, all while keeping culture and quality at the core of their mission.

Chris Cotton, AutoFix Auto Shop Coaching, and the Chris Cotton Weekly Blitz Podcast

Brian Gillis, You Net-Results

Clint White, Coaching with Integrity

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Today’s Class

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

Thanks to our Partner, KUKUI

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

Thanks to our Partner, Pit Crew Loyalty

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

Connect with the Podcast:

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

YouTube Video: https://www.youtube.com/watch?v=sHno0gsX_YA

Maylan Newton’s family has set aside July 26, 2025, for a special gathering to honor his life and legacy. The event will take place in Southern California, with more details to come. You can find updates and information here.

I’d like to take a few moments to reflect on Maylan’s impact, both on our industry and on me personally.

Whether in a classroom, on a phone call, or standing in front of an audience, Maylan had a way of speaking that was steady, articulate, and always meaningful. His words inspired action, and his delivery made people listen.

He was what I like to call an “unselfish” volunteer—selfless in every way, but so dedicated, like helping others was his only priority. He generously donated his time, especially to SkillsUSA, and never hesitated to jump in when needed. If someone called, Maylan would drop everything to lend a hand, whether that meant covering a counter in a shop or stepping in last minute at a conference.

Over the past decade, we recorded countless podcast episodes together. He shared solo insights, joined panels, and we had many heart-to-heart conversations that reached thousands. His wisdom, energy, and authenticity were unmatched.

Maylan was also the first to nudge me to attend shows, speak on panels, and use my podcast platform to support the industry. He believed in building others up. It didn’t matter who got the credit; what mattered to Maylan was the impact.

He was a champion for everyone in the industry, especially for women. He supported the Amazing Women in Automotive group with enthusiasm, and you could always count on him to drop by their event dinners just to say hello and show his support.

We’re going to miss Maylan deeply. But I believe the true depth of that loss will only grow with time, when we find ourselves in need of guidance and asking, “What would Maylan have said?”

Rest peacefully, my friend.

Find other episodes with Maylan Newton HERE.

Guests joining in this episode to pay tribute to Maylan Newton:

• Suni Osborn, Maylan’s Daughter
• Jeff Knott
• Melisa Patterson (Birdie)
• Rick White
• Cecil Bullard
• Bill Haas
• Vic Tarasik
• Maryann Croce
• Dave Schedin
• Sara Fraser
• Brian Gillis

Asking for help and admitting you need help is often the last thing struggling business owners want to do. They also might not know who or how to ask. My panel of coaches has experience in the shop business and has a huge tenure as successful aftermarket business coaches. They’ve seen a lot and have helped many find unrivaled business success and a path to financial freedom.

Watch Episode on YouTube

Chris Cotton, AutoFix Auto Shop Coaching and the Chris Cotton Weekly Blitz Podcast

Murray Voth, RPM Training

Brian Gillis, Chief You Net-Results Strategist

Key Talking Points

• Ask for help. Surround yourself with like-minded shop owners who have similar goals and face similar struggles. You don’t have to be alone!
• Stay focused by holding regular meetings. Cast your vision, get buy-in through allowing team input, motivating the crew, improving retention, delivering outstanding customer service, setting goals, celebrating achievements, showing you care, training on process and system, staff development, etc 
• Who is your alter ego to get things done? The Rock is Chris Cotton’s
• Learning styles are different for everyone (dyslexia, ADHD, autism)
• Avoid the rumor mill in your community- gather your team, be transparent, and ask for their help and the help of others in a positive way. Delegate the work. Keep your ego, pride and self-defense in check
• “I can’t raise my labor rate” isn’t an excuse
• Get your financials and all reporting caught up, so you can see where you are at, and what you owe so you can make a plan. Especially your government remittances (taxes)
• “The Gift of Dyslexia” by Ronald Davis on the books page on the website

Important Episodes

Ego Is The Enemy [RR 717]

Stop Being Afraid – Bryan Gossel [RR 517]

Are you a Shop Owner or a Business Owner [RR 525] with Ron Tinner

Taking Your Toolbox Home with Justin Barrett [RR 644]

The Courage to Make Tough Decisions [THA 243]

Hitting Rock Bottom and Climbing out [RR 650]

RR 386: Shop Talk 6 – Making it Work – Husband and Wife Partners

THA 088: Everything I Did Wrong and What I Learned

10 Things That Require Zero Talent [THA 222]

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

More Time. More Profit. Shop-Ware Shop Management getshopware.com

See how Broadly can help YOU grow your auto shop. getbroadly.com/chat

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.

Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation.

Bob has over 40 years of Business Management experience within the Independent sector of the automotive aftermarket industry in North America, consulting Independent retail shops on all facets of their business operations. His 18 years of running his own local consulting and accounting firm in Ottawa, Ontario Canada created some of the most productive and financially successful entrepreneurs within the Independent sector today.

Bob is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE.

Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE.

Brian Gillis is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training. Brian’s previous episodes are HERE.

Key Talking Points

• CAMP- Coalition of Automotive Management ProfessionalsStarted with a brainstorm 2 years ago- a casual get together with trainers at Vision 2019
• Shops should spend time with like-minded people, peer network with each other- coaches need the same 
• As of March 2021-Legal entity  
• Group of like-minded individuals that want to move the industry forward- find the shops that need help and make sure they receive help
• Keep the consistency of message in the industry 
• Business coaches also need to be adapting and improving 
• Automotiveprofessionals.org
• Important takeaways Multishop ownership vs single shop ownership- you don’t need multiple shops to be successful to stay relevant or a victim of consolidation 
• Have a life outside of the business
• Average of 5 bay shop- missing between $25-30,000K net profit per bay per year
• Having a coach doesn’t mean you’re out of the business- owners want to be able to enjoy working on their business and still being a part of it
• Why are we afraid to help others? There is no secret, it’s time to help people move forward

• Thanks to Bill Haas, Bob Greenwood and Brian Gillis 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.
• 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

The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more.

Keith Knowlton. Keith and Linda started LK’s Auto in 1994, Keith has been in the automotive business since 1979 working as a gas station attendant. Keith has been an ASE master technician for 25 years, AAM degree, and completed many Service Advisor courses being able to run 5 technicians with over 100k in sales each month. Keith wants to have complete customer satisfaction while expanding sales. Keith’s previous episodes are HERE.

Andy Arndt has now has three shop buildings rather than two. He owns the original two and also rents a building across the street. Andy has one son in the business, Corey, who acts as general manager. . Andy’s previous episodes are HERE.

Brian Gillis is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training.

More about Brian Gillis…

• 25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores
• Hired and Trained over 2000 staff members
• Budgeting and Profits Brian’s Specialty
• Smooth as silk with customers

Brian’s previous episodes are HERE.

Key Talking Points: 

• The panel played a game on how much each of them would spend on certain items:Gym Membership
• Dress Shoes or Boots
• Birthday Gift for a Good Friend
• Surround Sound System
• Laptop Computer
• Family Pet
• Necktie
• Bottle of Wine
• It’s not a matter of how much disposable income someone has… so we can’t look at a customer and just start making decisions on pricing
• Technician recommendation vs Invoice… ask the advisor why didn’t you recommend the repairsDon’t think for the customer
• Don’t be a bleeding heart for customers
• Having sympathy for older customers… can cost you
• Have empathy, but don’t give away the shops moneyDon’t think “wow, this is gonna cost a lot of money”
• Push that thought to the side
• If not, you will be limiting your potential
• “Wisdom Credits” for seniors, emotional attachmentIs there sentimental value to the car
• Be tough on coupons
• Guidance for the boomer generationHave senior or military discounts pre-established in your books
• Have discounts across the board so you’re prepared for it $$
• Don’t put money ahead of safetyPeople play the poverty story all the time
• Don’t compromise the safety of a vehicle over money
• If they are truly down on their luck financially, you can…
• Prioritize the repairs in an effort to help the customer
• The power of understanding the profit and lossKnowing what the parts costs
• Having an understanding of the overhead costs
• Teach your service advisors these costs
• The goals for average work order can result in a loss of salesDon’t just hit the goal, work beyond that
• Don’t get complacent in the afternoon if you’ve had a good morning
• Final WordsBrianRun out there and run this game
• AndyThe help from Brian with my advisors is amazing
• KeithIt’s always about training, about getting better
• Always identify the next training needs
• Too many times we think about our own money tolerance instead of the customer needs
• We think what others believe is a lot of money
• We have different lines in the sand, you’ll limit yourself to and your potential
• Don’t make the customer decision for them

Resources:

• A special thanks to Keith Knowlton, Andy Arndt, and Brian Gillis 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

Brian Gillis is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training.

More about Brian Gillis…

• 25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores
• Hired and Trained over 2000 staff members
• Budgeting and Profits Brian’s Specialty
• Smooth as silk with customers

Brian’s previous episodes are HERE.

Key Talking Points:

• Processes and proceduresStart with SOP- using dropbox/google docs as place to store it. Can easily update dropbox as things change with technology/equipment etc. You can also add documentation and videos. 
• Blank template that has 4 questions- Why am I documenting this procure? Who will be responsible (who will create it and who will execute it), what are key elements? How is it done step by step?
• Majority of SOF’s you do want to involve your team (with few exceptions). It’ll be easier to have input and have buy in for employees. 
• Follow up procedure and method to do so
• Essential for becoming multi shop business 
• Example- answering phoneHow- most important and often the most difficult. Scripts can be helpful to capture vehicles, continue professionalism, time management and be consistent.  Inquiry, oil change call, price shopper 
• Why do SOP?Improve value of business
• Training for turnover and validating your team and associates (someone changes position)
• Keep employees consistent- validate with employee then hold accountable
• Biggest struggle- how do we run our business?Start by thinking through your regular day- Define the particular way you do things
• Failure to perform- Don’t know, can’t do, or dont care. Eliminate the “don’t know” by having SOP’s and eliminate the confusion.
• Most shops have procedures but they aren’t documented- additional time training over and over again 

Link to Brian’s Company: You Net Results HERE

Resources:

• Thanks to Brian Gillis for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more.

Learn more about NAPA Smart Sign and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.

Brian Gillis is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training.

More about Brian Gillis…

• 25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores
• Hired and Trained over 2000 staff members
• Budgeting and Profits Brian’s Specialty
• Smooth as silk with customers

Brian’s previous episodes are HERE.

Bob Greenwood is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE.

Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE.

Key Talking Points:

• Must know your true cost of doing business to set your labor rate.
• Know your numbers. Always review them.
• Multiple labor rates are needed today. One catch-all labor rate will not support the sustained profits necessary to survive
• Minimally you need three labor rates:Maintenance Rate 
• Diagnostic Rate
• Re-Flash Rate
• Additional to consider  Fluid Installation Rate
• Tire Inflation Rate
• Do not look down the street to set yours. Understand your business
• A formula is necessary. See below slidesCost Per Billed Hour Formula (CPBH)
• Bob. Technicians wages need to be expensed not put into the cost of goods for his formulas to work
• You may have a productivity problem, and the formula will help you determine that
•  The only way you can lower your cost per billed hour is to increase the number of hours you bill.The industry is stuck on sales and activity but should be measuring productivity
• You may have big sales gains, but have little profit to show as a percent of sales
• Labor rates on diesel and fleets should be different  
• Rethinking labor rates are critical because when parts are not sold in conjunction with labor you will be making less money at your standard labor rate
• See slide on show notes page: Setting Your Door Rate for the three basic rates. Below shows two different formulas to discover your three labor ratesMaintenance Door Rate4.5 Times Top Technicians Basic Hourly Wage
• 85% times your CPBH
• Diagnostic Door Rate5.35 Times Top Technicians Basic Hourly Wage
• 125% Times Your CPBH
• ReFlash Door Rate6 Times Top Technician-Basic Hourly Wage
• 135% Times your CPBH
• We are in a knowledge base business, and we must be paid to cover your costs to obtain and sustain that knowledge
• The Cost Per Billed Hour (CPBH) reflects your efficiencyIf you are inefficient, your cost per billed hour is going to be higher
• If you are efficient, your cost per billed hour is going to be lower
• You’ve got to understand your numbers inside and out today
• Bob recommends twice a year review of labor rates and CPBH
• Your labor rate should respect the competency of your team
• You also need to understand the average billed hours per Repair Order (RO)It helps you see how easy it would be to raise your labor rate
• How many diag hours should we bill vs maintenance hoursMeasure this.
• Bob suggests today: 25% of your maintenance hours should be diag hoursIf you bill 100 hours of maintenance, you should also have 25 hours of diag billing
• Diag hours are when you interpret or analyze informationTest driving you are analyzing
• Scope time is analyzing
• Consider using a labor matrix on your shop management system
• Bill decided years ago to be the cheapest shop in town that has the highest prices. Job was done right the first time
• He tasks his technicians to recommend the labor time it is going to take to do the job right
• We need to be courageous enough to charge what we are worth and have a conversation with your customers: why.
• We work on one of most complicated vehicles that man has ever created
• Labor is the future focus. Your labor rate reflects the value proposition you bring to the tableSafe, reliable, and efficient is what you do for your customer. It requires skills that you need to keep up on.
• Calibration Labor Rate will need to be calculated as an additional rate necessary as you consider doing calibrations.
• We are a knowledge-based business. The trade days are gone this is a profession. Bob Greenwood
• Once you know CPBH, you can calculate your gross margin on every RO
• If you have a pure labor job you quote the job. Take the cost per billed hours times 20%
• Become client-focused; use quality parts.Your labor rates will reflect your quality
• Always consider the investment you must be making, which will require monies; therefore you need to be paid for what you do at the rate that allows you to invest.

Resources:

• A special thanks to Brian Gillis and Bob Greenwood 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

Brian is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training.

More about Brian Gillis…

• 25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores
• Hired and Trained over 2000 staff members
• Budgeting and Profits Brian’s Specialty
• Smooth as silk with customers

Key Talking Points:

• Processes in a businessCritical to have systems in place- easier to manage processes and procedures than managing actual person
• Follow up is most important- inspect what you expect, teaching opportunity
• Phone call etiquette- welcoming and inviting customer into shop, remain upbeat, play back examples
• Rewatch surveillance cameras- are you greeting customers at the door? 
• Recognize good behavior- keep employees engaged and motivated to continue to follow
• Be consistent especially if you have more than 1 location
• StaffingDevelop criteria for what you’re looking for for each specific position
• Pre check- spend 20-25 minutes with scheduled phone interview first   
• Face to face interview- confidence and energy?
• Never make someone work for you- you can teach someone to have passion, drive and desire  
• Observing/shadowing at a shop- is it a good fit for them? See processes/procedures. Interact with current employees 
• Always be recruiting- continue to build network and relationships in case you do lose an employee. Look for talent outside of the auto industry.
• YouNetResults- coaching companyService advisor training
• Focus on leadership, hiring/recruiting, general manager training, daily operations, financials, workflow tools, front counter interactive workshop 

Resources:

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

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer.

Learn more about NAPA PROimage, and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com