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

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

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

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

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

Kent Bullard. Find Kent’s other episodes HERE.

Jim Cokonis. Find Jim’s other episodes HERE.

Key Talking Points:

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

Resources:

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

Facebook   Twitter   Linked In   Email

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

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

This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com

Insights from Tom Ham and a Shop Tour at Zimmerman’s. Streaming on Facebook, Linkedin, aftermarketweekly.com, Facebook and Youtube #aftermarketweekly #aftermarketstrong

• Your Work Environment for Your Technician
• Shops Going Digital – Completely
• Shop Tour- Zimmerman’s Automotive in Mechanicsburg, PA
• Tires, Mechanical, Quick Lube, Auto Sales
• Tour by 3rd Generation Jacquie Hower

Informative and fun 25 minutes to improve your business and career. Insights from Tom Ham and a Shop Tour at Zimmerman’s. Streaming on Facebook, Linkedin, aftermarketweekly.com, Facebook and Youtube #aftermarketweekly #aftermarketstrong

Key Talking Points:

• Your Work Environment for Your Technicians
• Shops Going Digital – Completely
• Shop Tour- Zimmerman’s Automotive in Mechanicsburg, PA
  • Tires, Mechanical, Quick Lube, Auto Sales
  • Tour by 3rd Generation Jacquie Hower

Download Tom’s Presentation HERE



Your Learning Curve Never Sounded So Good

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

Carly Paiva is 22 years old and she has always been around the automotive business since she was 2 years old. Her parents opened Elite Auto Repair April of ’98. Due to them both trying to start a new business, she was always at the shop. She started working in the business as soon as she could. Her mom would bring home office work such as filing, making new folders for new customers, mailers and a lot of other stuff. Once she could drive, she would go after school. She went to college full time and worked around her school schedule. She attended a community college in RI where she received an associates degree in business. The longer she worked there, the more responsibilities she had. She did office work, bookkeeping, and was even a driver for awhile picking up customers, washing cars, picking up parts etc. It wasn’t just up until this year where she started writing service. Three years ago their shop joined Cecil’s Smart Group and Carly have attended many of his classes. She is currently attending one. Listen to Carly’s previous episodes HERE.

Lauren Anderson is an Executive Assistant to her dad. In her position, she gets the opportunity to learn all aspects of the business, through her dad’s experience and perspective. She also takes care of anything that her dad asks her to.

She is responsible for the management of the company’s security including keys, alarm codes, login information, online presence and completing monthly reports. Her dad gave her the Freedom to speak up on any subject at any time either to make suggestions or to ask questions. Freedom to manage her own calendar, schedule, tasks, and responsibilities.

Lauren is finding solutions to setting their staff for success. Listen to Lauren’s previous episodes HERE.

Key Talking Points:

• Millennials are looking for transparency in their relationship with you.
• They want to know if you have the same values as you.
• Some millennials do like to get mail.
• Facebook ads need to be attractive.
• Millennials have a short attention span.
• The focus should be on video content and simplifying the message in a way that they would understand.
• Instagram is up and coming. In fact getting very important.
• Millennials prefer texting vs phone calls.
• There is a need to train the service advisor to embrace the generations on how to engage with them as a customer. Their preferences.
• Your public image must meet your real image. Millennials will see a gap if your website pictures do not match your actual environment when they walk in the door.
• Community outreach is important to millennials. They like causes. If you are doing them you must share the story of your contribution to the community.
  • Be humble to a point, but not humble to a fault.
  • Don’t be afraid to share your heart. You should brag when you are doing great things in your community.
• Millennials have no patience. They want it now!
  • They will research how long it takes.
• Digital inspections is important when doing business with millennials.
  • They like to see the evidence of the problem. Proof and assurance.
  • A picture tells a thousand words.
• Every time you take a picture or video you know you have content to share with your customer especially your millennial.
  • They like short.
  • Lauren did a short video called rocking chair that showed the importance of changing your air filter. Was a minute long. Had a strong response.
• Pictures of customers can be posted in the shop on a TV.
• Your smartphone is a business tool because it has a camera that helps you tell the story. Continually
• Build a library of content of actual events that happen at your shop that you can pull from any time.
• Look for social posts that would be interesting to a millennial.
  • Post pics and ask is anyone knows if they know what it is!
• Don’t change your focus and just market to millennials you need to connect with your customers, all of them.
• Facebook gives you a broad spectrum of generations don’t necessarily create posts for one generation only, however, respect what the millennial likes.
• Millennials want a great experience and want you to see your reply to your Google reviews.
• Be creative on all your approaches to social media posting and campaigns.
• Create events at your business to attract community and customers.
• Instagram is a strong millennial outlet.
  • Get to the point.
• Simplify your waiting room and lobby. Create customer service pods instead of your full counter.

Resources:

• A special thanks to  Jacquie Hower, Lauren Anderson, and Carly Paiva for their contribution to the aftermarket.
• Books Page HERE
• Zimmerman’s Automotive website 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.

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

Carly Paiva is 22 years old and she has always been around the automotive business since she was 2 years old. Her parents opened Elite Auto Repair April of ’98. Due to them both trying to start a new business, she was always at the shop. She started working in the business as soon as she could. Her mom would bring home office work such as filing, making new folders for new customers, mailers and a lot of other stuff. Once she could drive, she would go after school. She went to college full time and worked around her school schedule. She attended a community college in RI where she received an associates degree in business. The longer she worked there, the more responsibilities she had. She did office work, bookkeeping, and was even a driver for awhile picking up customers, washing cars, picking up parts etc. It wasn’t just up until this year where she started writing service. Three years ago their shop joined Cecil’s Smart Group and Carly have attended many of his classes. She is currently attending one.

Lauren Anderson is an Executive Assistant to her dad. In her position, she gets the opportunity to learn all aspects of the business, through her dad’s experience and perspective. She also takes care of anything that her dad asks her to. She is responsible for the management of the company’s security including keys, alarm codes, login information, online presence and completing monthly reports. Her dad gave her the Freedom to speak up on any subject at any time either to make suggestions or to ask questions. Freedom to manage her own calendar, schedule, tasks, and responsibilities. She is finding solutions to setting their staff for success.

Key Talking Points:

• Know your role
• Know your communication style (example DISC)
• Mutual Respect
• Multiple family members need to understand the parents plan for succession that there will be one leader (president). These tough conversations must be had.
• Room to fail
• Get training on leadership and the different roles/jobs inside the company
• A mountain to learn, gain trust and build relationships
• A mentor for both the successor and successee will help.
• Jacquie’s mentor has been one of her best assets.
• Jacquie’s mentor came through the Women In Auto Care.   WIAC Website HERE.
• Connect and keep relationships with the instructor’ whose class you’ve attended.
• You will need to learn about your team’s ability to change
• Seize opportunities to take on projects or responsibilities
• Create a personal timeline   for your training and immersion into your leadership role
• Don’t make a change for the cause of change. You need a strong solution.
• Some of the ladies initiatives and accomplishments:
  • 5 day work week.
  • Digitized a lot of paperwork.
  • Direct payroll deposits.
  • Involved with the community bigger than ever – First Responders – Jacquie saw the results of that effort faster than many other programs.

Resources:

• Thanks to Carly Paiva, Jacquie Hower, and Lauren Anderson 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.
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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

The auto care industry is revving up.  New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future.

This is your chance to: network with experts in the industry, discover the latest innovations that will help you stay market competitive, and learn more about the new products, services and equipment you’ll soon be using every day.

Join us in Las Vegas, April 6-9, 2020!  Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now.

To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com.

Subscribe to a mobile listening app HERE.

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



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

Jacquie Walter Hower is the Director of Operations and 3^rd generation at her family’s business, Zimmerman’s Automotive, in Mechanicsburg, PA.

Typical family indoctrination.
During high school and into college, Jacquie worked part time for the company working in the Quick Lube department as a technician changing oil and maintaining customer vehicles. After her sophomore year of college, she was given the chance to become a manager for a new Quick Lube location for the company.

Director of Operations.
Since then Jacquie’s love for the industry grew into a passion. As director of operations, she handles a number of different jobs such as customer service, service auditing, daily accounting, training, and community involvement/events.

Attending Northwood On-Line.
In the summer of 2016, Jacquie began the Aftermarket Management program at Northwood University where she hopes to complete her bachelor’s degree in two years. Jacquie is involved with the Car Care Women’s Board and sits on the board of directors at the Mechanicsburg Chamber of Commerce.  She resides in Mechanicsburg, PA with her husband, Dan, and their two young boys, Brantley (4) and Mason (2).

Jacquie is the daughter of previous podcast guest Judy Zimmerman Walter. Hear Judy’s episode fifteen here.

Why Listen?

Talks about her Women’s Board mentor. Former guest Jill Trotta from Repair Pal.

Jacquie talks about the company’s succession plan.

Learn about her Child Seat Certification and how she is helping her community.

Her recent event with Family Service Day supporting 20 families transportation needs.

Zimmerman’s Automotive website here.
Also mentioned in interview; Northwood University Aftermarket Program here.

Feedback, socailly 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