Thanks to our Partners, NAPA Auto Care and NAPA TRACS

In this episode, Emily Chung, an automotive service technician with a background in psychology and business, shares her insightful journey of selling her auto repair shop. The discussion explores critical processes, motivations, and strategies for maintaining business continuity during ownership transitions. Emily emphasizes the importance of clear communication, involving staff in the sales process, and identifying key tasks and core processes that define the business’s value. She offers practical advice for buyers and sellers, highlighting the need for thoughtful planning, understanding team dynamics, and managing change effectively. This episode is a must-listen for anyone considering buying or selling an automotive business.

Emily Chung, former owner of AutoNiche in Markham, ON. Emily’s previous episodes HERE

Show Notes

• Watch Full Video Episode
• Introduction to the Episode (00:00:00)
• Transitioning Business Ownership (00:01:16)
• The Decision to Sell (00:02:42)
• Communicating with Employees (00:03:47)
• Employee Reactions and Concerns (00:04:30)
• Finalizing the Sale (00:06:13).
• Maintaining Staff Morale (00:08:12)
• Buyer’s Approach to Staff (00:09:55)
• Understanding Employee Dynamics (00:10:35)
• Cultural Fit in Business Transitions (00:11:30)
• Non-Negotiable Processes (00:14:30)
• Challenges for New Shop Owners (00:18:53)
• Social Media Management (00:19:46)
• Importance of Hands-On Transition (00:20:39)
• Internal Succession Planning (00:21:40)
• Learning Key Processes (00:22:04)
• Change Management (00:22:53)
• Understanding Business Culture (00:24:27)
• Customer Engagement Strategies (00:25:01)
• Planning for Business Sale (00:30:51)
• Advice for Buyers and Sellers (00:31:10)
• Understanding Business Growth (00:33:40)

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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

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/
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• All books mentioned on our podcasts: https://remarkableresults.biz/books
• Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom
• Buy Me a Coffee: https://www.buymeacoffee.com/carm
• Special episode collections: https://remarkableresults.biz/collections
• The 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

Thanks to our Partners, Shop Boss, and 360 Payments

Emily Chung, AutoNiche in Markham, ON. Emily’s previous episodes HERE

Show Notes:

• Watch Full Video Episode
• Automotive Aftermarket Retailers of Ontario (AARO): https://www.aaro.ca/
• Emily’s Perspective as a Female Shop Owner (00:00:26)
• Challenges and Comments Faced (00:00:56)
• Desire for Business-Focused Conversations (00:01:41)
• Importance of Leadership and Skills (00:02:29)
• Understanding Intentions Behind Comments (00:03:52)
• Common Ground with Male Counterparts (00:04:57)
• Personal Mindset on Success (00:06:04)
• Role Model Considerations (00:06:54)

Thanks to our Partners, Shop Boss and 360 Payments

Shop Boss – Shop Management Software built by shop owners for shop owners. It works the way you need it to, right out of the box. Find on the web at https://shopboss.net

Connect with the Podcast:

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

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

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

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

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

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

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-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

The Aftermarket Radio Network

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.

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.

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching.

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest.

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

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Recorded at the 2024 Automotive Aftermarket Retailers of Ontario (AARO) Business Management and Lindertech Training Trade Show, Emily Chung shares her recent trip to China with her 2 sons and father, discussing cultural experiences, manufacturing insights, and consumer differences. Highlights include the impact of tariffs on the automotive aftermarket and the importance of global collaboration, particularly in the context of electric vehicles and semiconductor production. Emily emphasizes the need for understanding and adapting to global market dynamics.

Emily Chung, Autoniche, Markham, ON. Emily’s previous episodes HERE.

Show Notes

• Watch Full Video Episode
• Automotive Aftermarket Retailers of Ontario (AARO): https://www.aaro.ca/
• Trip to China (00:01:10) Emily shares insights about her recent trip to China with her sons and father.
• Visit to Rotor Plant (00:02:04) Emily talks about visiting her father’s rotor plant and the manufacturing process observed.
• OEM vs. Aftermarket (00:04:20) Emily explains the difference between original equipment manufacturers and aftermarket suppliers.
• Perceptions of China (00:05:34) Emily emphasizes the importance of experiencing China firsthand to understand its reality.
• China’s Retirement Population (00:06:28) Emily highlights the large retirement population in China, comparable to the entire U.S. population.
• Cultural Observations (00:09:05) Emily reflects on the historical context of China and its political landscape compared to North America.
• Quality of Products Made in China (00:10:00) Emily addresses misconceptions about the quality of products manufactured in China.
• Use of Robots in Hotels (00:10:38) Emily shares her observations of robots used for food delivery and cleaning in hotels.
• Fast Food in China (00:13:35) Emily describes the differences in fast food offerings, including Tim Hortons and Starbucks.
• Unique Starbucks Offerings (00:14:43) Emily talks about a unique Starbucks drink found in Beijing that is not available in North America.
• Five Guys Experience (00:15:57) Emily shares her surprising experience dining at Five Guys in Shanghai.
• Cultural Insights on Food Delivery (00:16:15) Emily shares her experience with unique food delivery practices in China, including ordering from different restaurants while dining out.
• Children’s Learning Experience (00:23:30) Emily reflects on the lessons her children learned about cultural differences and social norms during their trip.
• Wage Disparity Discussion (00:25:11) Emily explains the context of wage disparities in Chinese manufacturing, highlighting living conditions and compensation packages.
• Traffic and City Structure in Beijing (00:27:17) Emily describes the chaotic traffic and city layout in Beijing, emphasizing the scale of urbanization in China.
• Safety and Monitoring in China (00:29:14) Emily discusses the low crime rates in China and the impact of surveillance on public safety perceptions.
• Electric Vehicle Market Insights (00:30:17) Emily shares observations on the diverse electric vehicle market in China, including traditional and tech company manufacturers.
• Global Trade and Economic Perspectives (00:31:42) Emily emphasizes the importance of global trade and economic understanding, discussing recent trends and concerns in policy.
• Tariffs and Their Impact on Prices (00:32:37) Discussion on how tariffs have doubled the prices of automotive parts, affecting the aftermarket industry.
• Engaging with China for Better Products (00:34:23) Exploration of the need to collaborate with China for advanced automotive technology and products.
• Electrification and Economic Concerns (00:34:55) Discussion on how shutting out China could increase costs for consumers amid a push for electrification.
• Teaching the Next Generation (00:36:47) Emily shares her experience teaching students about the automotive aftermarket and its complexities.
• Understanding Aftermarket Parts (00:37:01) Explaining the difference between OEM parts and aftermarket parts to students in automotive business classes.

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

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/

Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com

Connect with the Podcast:

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

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

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

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

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

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

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

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

-Join our Insider List: https://remarkableresults.biz/insider

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

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

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

• Guest host, Aaron Woods, Extra Mile Auto Care, Stillwater, OK. Aaron’s previous episodes HERE
• Virtual shop tour with Emily Chung at AutoNiche in Markham, ON. Emily’s previous episodes HERE
• Trivia Challenge: The Peanuts Characters Were First Animated in 1960 for What Automotive Brand?

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate.

She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience. Check Emily’s previous episodes HERE.

Key Talking Points

• Emily’s Dad- Owns a national wholesale auto parts business that he started in the 1990s. Both parents immigrated from Hong Kong. Emily used to put label stickers on boxes at the shop when she was little. Enjoyed spending time with him. Learned math by playing blackjack with him. The integrity of business- miscommunication will happen but everything is a discussion/conversation. Worked through racial discrimination by not having a victim mindset.
• Emily has a commitment to purchase from the “jobbers” instead of buying directly from dad- respects the channel 
• Being an entrepreneur-“Kids will never remember the extra hours you put into work, they’ll remember the extra hours you spent with them” COVID was a blessing in disguise, being able to spend more time with family. 
• Watching a live game vs highlight reel- the highs and lows of a game when you don’t know the final outcome can seem overwhelming, but when you’re watching a highlight reel and you know the score it doesn’t hit as hard. In the end, everything is going to work out. Our day-to-day lives is only a small data point in the big picture. Mistakes are learning opportunities if you pay attention.
• Thanks to Emily Chung for her 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   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a 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.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, 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

Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate.

She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience. Check Emily’s previous episodes HERE.

Key Talking Points

• Communication with your customers-educating them about their vehicleBeing aware of different communication styles 
• Communicating with babies and puppies-we tailor our communication to them because we have no expectations that they will communicate to our quadrant levelYou can 100% adjust your communication style- are we intentional/aware of it
• Responsibility of communicator- be temporarily a part of their own quadrant 
• Coding clients- providing a baseline for approaching a conversationNot set in stone coding
• Quickly lookup communication style in shop management system for others in the business
• Your job is to serve the customers the best way possible 
• Quadrants- are they task oriented or people oriented? Structured or non structured?Controler- structured and task oriented (very direct and to the point)
• Analyst- structured but more people oriented (want to know details and specs)
• Promoter- people oriented and structured (energetic, first on bandwagon, get it done energy and fun)
• Supporter- non structured and people oriented (love harmony and connecting) 
• Each quadrant gets recharged by different things- tap into it in order to communicate efficiently 
• True leaderAbility to move in between quadrants and speak effectively for listener
• Training your staff- have each employee find out what quadrant they’re in, pros and cons of each quadrant, practice giving inspection sheet to different quandrants  
• Psychometry- run tests and administer surveys, analysis and recommendations

Download for Carm Capriotto’s Chart on How To Communicate With the Four Basic Types HERE.

Tony Robins Site Mentioned HERE.

Link to previous Town Hall Academy episode 041 “The Value of Knowing Your Customers Observable Behaviors (DISC) from November 2017 HERE.

• Thanks to Emily Chung for her 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   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a 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.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, 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

In honor of March’s Women History Month, I assembled a panel of lady shop owners to discuss the women’s role in the aftermarket. The ladies brought some wide-ranging perspectives and I loved the trajectory of this discussion. No matter your position or gender in our beloved aftermarket give this episode your due. The ladies were on fire.

The Panel:

• Emily Chung, AutoNiche, Markam, Ontario
• A licensed Automotive Service Technician
• Teaches in the Automotive Business School of Canada at Georgian College
• Degree in Psychology and Business
• Dr. Laura Shwaluk, The Auto Shop, Plano, TX
• Bachelor of Science in the field of Cellular, Molecular, and Microbial Biology and a doctorate in Chiropractic with certificates in neurology, applied kinesiology, nutrition, and functional endocrinology. She practiced wellness and functional medicine in Texas for 20 years and is the author of three books.
• Karen Manelas,(Man-El-IS) Auto Care Plus, NH
• Hold a Bachelor of Science degree in Electrical Engineering.
• Works with her Husband since 2004. Now with 7 locations
• Judi Haglin, Haglin Automotive, Boulder, CO
• In business with husband Dana
• An ATI Coach and leader of the Leading Ladies 20 Group
• Danielle Bohlmann, HWY 7 Service Center, Newell, IA
• Creating work-life harmony with husband Brett
• Spending more time away from the business lately
• Contributed to three podcasts

• 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   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few?

Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day.

Broadly helps you automatically request reviews so that your customers can promote your business with just one click.

When you immediately ask for a review after service, when the experience is still fresh in their mind, // you’re more likely to get a 5-star positive review.

Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop.  Visit www.getbroadly.com/carm to learn more.

• Emily Chung, AutoNiche, Markam, Ontario
  • A licensed Automotive Service Technician
  • Teaches in the Automotive Business School of Canada at Georgian College
  • Degree in Psychology and Business
• Dr. Laura Shwaluk, The Auto Shop, Plano, TX
  •  Bachelor of Science in the field of Cellular, Molecular, and Microbial Biology and a doctorate in Chiropractic with certificates in neurology, applied kinesiology, nutrition, and functional endocrinology. She practiced wellness and functional medicine in Texas for 20 years and is the author of three books.
• Karen Manelas, Auto Care Plus, NH
  •  Holds a Bachelor of Science degree in Electrical Engineering.
  • Works with her Husband since 2004. Now with 7 locations
• Judi Haglin, Haglin Automotive, Boulder, CO
  • In business with husband Dana
  • An ATI Coach and leader of the Leading Ladies 20 Group
  • On Yesterday’s Aftermarket Weekly
• Danielle Bohlmann, HWY 7 Service Center, Newell, IA
  • Creating work-life harmony with husband Brett
  • Spending more time away from the business lately
  • Contributed to three podcasts

Matt Lachowitzer is a husband, father of 3, avid Minnesota Vikings fan, and owner and founder of Matt’s Automotive Service Center. A Herman, MN native, Matt started this company as a two-bay shop back in 2009. He has expanded the company into 6 locations with beautiful, state of the art facilities all over the Fargo-Moorhead area. Matt enjoys being a pillar in the community, giving back in any way he can, and providing knowledge and education in the biggest ways possible. As a result of being a continuous educator and an amazing pillar in the community, Matt won Entrepreneur of the Year in 2015 through the Fargo-Moorhead West Fargo Chamber of Commerce. When Matt’s not working, he enjoys fishing, riding ATV’s, watching football, and traveling with his family. Check Matt’s other episodes HERE.

Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate.

She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience. Check Emily’s previous episodes HERE.

Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994

Their time building Accurate Automotive, Inc. has been very adventurous. Along the way they have been fortunate to have received awards but mostly Kelli treasures her involvement in ATI and being a part of the sole all women 20 groups, Leading Ladies.

Kelli is the mother of 2. Morgan (daughter), Corbin (Son) both married now and working in their careers. Corbin is a father of 3 which makes me a Nana who LOVES to spoil her little’s!!!  Listen to Kelli’s previous episodes HERE.

Kevin Eckler, a Dad and a mentor along with wife Lisa, own Foreign Car Specialists, in Poughkeepsie, NY. Kevin has been named Albany, NY region’s ASE Tech of the Year 2019 and 2020. He was also voted Best mechanic in the Hudson Valley, which encompasses Westchester, Putnum, Rockland, Orange, Dutchess, Ulster and Greene counties. Kevin is a 40 year veteran of the industry, and still has a love for it and simply cannot understand why anyone would tell a young person to get out while they can, instead of inspiring them to greatness! Kevin’s previous episodes HERE.

Key Talking Points:

Matt Lachowitzer

Not letting go of the cancer in my shop because he was a “super tech”

 Some points

1.  I was afraid because he was our best tech, highest producing, could fix anything
2. I didn’t know if our team could replace what he could do
3. It appeared that he was well liked, and I didn’t want to cause issues, even though it was causing lots of issues. Lost front end staff especially.

Emily Chung

• I didn’t terminate the employee soon enough
• I believed that I couldn’t run the business without him
• The employee was a great technician, and I thought that meant I could take advice from him in other areas e.g. business operations

 Lessons learned

• Slow to hire, quick to fire
• Being a tech and being a business owner are very different skills
• I’m more resourceful than I give myself credit for, no matter what happens I’ll figure it out

 Blessings

• The experience has added resiliency to my character
• I now know the price I pay when I allow toxicity to persist
• I was able to work through that season of my business

Kelli Weatherby

• Our 20 group had made mention that we were going to have shop spotlights as a line item in our meetings for 2020 and beyond. As discussed, this would help shops/owners in reaching goals set along with many other advantages. Lee and I along with another local shop had been part of an in-person shop tour. So my thought was there is NO way we would be considered for a spotlight. OH BOY WAS I WRONG. 
• We were lucky to have 5 separate committees 1.) Facilities 2.) Marketing 3.) Management 4.) Finance 5.) Lee and Kelli Headspace support
• Outcome (PRICELESS) – With the help that was rendered I believe we were prepared and STRONG in all that was 2020. We put together AND finalized our organization chart. Our standard operating procedures were dialed in with new manuals. Our financials and budgets along with our 3 yr business plan have been shared with our whole management team. Our succession is going forward. Lee and I are working diligently on our 35 yr marriage and have included a counselor that we BOTH agree is helpful. I mentioned this last but I certainly believe with ALL that I am, this is the most important work we do. In a business where the owner/operators are all in and on deck looking to manage personal challenges AND business growth and personnel engagement along with customer experience….MAN OH MAN this will spin the head  
• If you feel any of this is relevant to where you would like to go, I am an open book and glad to share. If not, l have had many experiences with what started out as a train wreck, turned to a golden opportunity for growth!!

Kevin Eckler

• Being too busy and drawn up into the moment and not seeing the bigger picture was my fatal flaw.I was so consumed in the daily work that I never seriously sought out bettering myself thru business education and only sought out technical knowledge.
• My focus was being the best at what I did, which is fine, except I continued to view myself as a tech and not an owner. It was safe, comfortable, familiar, and completely the wrong way to, which held growth and prosperity way back and kept us as a shop from being who we could have been.
• So in short, not stepping into and owning the position that had come to hold and clinging to what was safe almost financially, physically, and emotionally destroyed me.Accepting and finally embracing my responsibilities and putting the same efforts into becoming an educated owner as I did as a tech is when the change began in the business towards being successful. It is still a fight to not fall back into what is safe, but I now own my place and responsibilities.

Resources:

• A special thanks to Matt Lachowitzer, Emily Chung, and Kelli Weatherby for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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

This episode is brought to you 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

Jamie Carlson is an Owner at Ervine’s Auto Repair and Grand Rapids Hybrid. Look for Jamie’s other episodes HERE.

Rachael Wacha, City Auto Repair, Gainsville, FL. Rachael Wacha was born and raised in Gainesville, FL. Her career started in the Salon industry, then to writing home and auto insurance coverage. In 2010, she started working for her father at City Auto Repair, Inc. It didn’t take her long to fall in love with the business.

By 2012, she had doubled sales in a year. In February 2013 Rachael was written about in a nationwide automotive magazine. Since then, Rachael went from managing the business to owning it in 2016. City Auto Repair is a AAA approved repair facility. Rachael is currently the President of the Automotive Service Association in the Gainesville/Ocala area.

Rachael is extremely passionate about educating women in automotive repair, which is why she started hosting free Car Care Clinics, “Lipstick and Dipsticks” for women. Look for Rachael’s other episodes HERE.

Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate.

She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience. Check Emily’s previous episodes HERE.

Key Talking Points:

• Marketing to women Clean environment when customers walk in- first impression, cleanliness is a part of sales, also for your employees  
• Adding cleanliness and masculinity into business
• Attracts the customer (male or female) that will be the most satisfied with the quality of service you offer
• Inspire women to post on google reviews
• Market yourself if women business owner
• Free car care clinics for men/ women- checking fluids, changing tires etc. Educate and empower them. 
• Advice for margins/cost management and becoming profitable Find a coach/smart group/ 20 group/networking group
• When you become profitable you are able to pay technicians more  
• Not getting hung up on “list price” from part supplier
• Margins are going to be all different dependent on your area- goal is to keep and gain customer, sometimes have to adjust margins  
• Value of part that is charged- warranty and safety
• Business during the pandemicContinue to wipe down cars and steering wheels
• Shopware-contactless business, digital communication
• Touchless doesn’t mean voiceless or that you aren’t going to build a relationship with them  
• Changing the hiring process using Zoom Zoom interview with everyone in shop- takes about 2 hours  
• Allows other employees to have say in interviewing process 
• Can also do work trials or video resumes 

Resources:

• Thanks to Jamie Carlson, Rachael Wacha, and Emily Chung 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 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.

Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate. 

She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience.

Key Talking Points:

• Gender isn’t an issue until you make it one- mindset isn’t excuse one way or another Directed away from gender and focus on the skills of any technician
• People’s bias or judgment is on them and they can choose to believe what they believe- we can choose not to accept it for ourselves. Don’t let other people’s judgments be apart of your identity
• Both men and women can be insecure 
• “Priming”Saying something you want to prove it right or primed to think about it more
• “If you enter trades as a female it’ll be hard for you and people will be biased against you..” etc then that woman will be biased to look for it. Self-fulfilling prophecy  
• The stereotypical idea that females should be on the counter in shopsTypically women have the perception of being better communicators but the role should be based on characteristics and personality, not gender 
• “Hiring female to fulfill quota” can be male insecurity when applying and not being hired- easy excuse to make
• Friction in cultureEasiest and quickest difference between employees is “I’m a guy, you’re a girl” instead of diving into what the real issue/problem is
• Take “women and men” out of your vocabulary

Resources:

• Thanks to Emily Chung for her 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

As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers.

The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.