Thanks to our Partner, NAPA TRACS

Bill Hill, Jamie Carlson, and Doug Callahan discuss the significance of company meetings and the benefits of daily huddles for setting the day’s agenda, fostering team communication, and enhancing company culture. They highlight the importance of clear goals, active listening, and fun elements to keep staff engaged. The episode underscores the positive effects of meetings on team dynamics, customer satisfaction, and overall business success.

Bill Hill, Mighty Auto Pro, Medina OH. Bill’s previous episodes HERE

Jamie Carlson, Ervine’s Auto Repair and Grand Rapids Hybrid and EV, Grand Rapids, MI. Jamie’s previous episodes HERE

Doug Callaghan, Vic’s Service Centre in Wainright, Alberta, Canada. Doug’s previous episodes HERE

Show Notes

• Watch Full Video Episode
• Morning Huddles (00:03:02) The purpose and structure of the morning huddle, emphasizing communication and expectations.
• Overcoming Resistance to Meetings (00:05:43) Jamie and Bill discuss their initial resistance to holding meetings and the benefits they have experienced.
• Effective Two-Way Communication (00:06:59) Doug emphasizes the importance of listening and feedback in meetings, highlighting the need for follow-up and action.
• Encouraging Engagement (00:11:48) Jamie shares her creative approach to engaging employees in meetings through activities and sharing personal reflections.
• Active Listening (00:13:25) Doug and Jamie discuss the challenges of active listening and the importance of taking notes and following up on employee input.
• Breakfast and Lunch Meetings (00:15:22) Discussion about providing breakfast and lunch for staff, frequency, and purpose of meetings.
• Implementing Meetings (00:17:11) Benefits of meetings for team building, communication, and staff morale.
• Scheduling and Starting Meetings (00:19:10) Setting up regular staff meetings, starting on time, and peer pressure to be punctual.
• Office and Staff Meetings (00:19:56) Office staff meetings, training, and business management meetings.
• Daily Meetings and Communication (00:21:11) Daily huddles for planning, communication, and updates on work progress.
• KPIs and Financial Discussions (00:24:28) Discussion on Key Performance Indicators (KPIs), financial goals, and staff bonuses.
• Appreciation and Celebrations (00:27:39) Gratitude, celebrating staff achievements, and supporting personal goals.
• Improving Meetings (00:29:15) Suggestions for making meetings fun, changing meeting formats, and incorporating training and external speakers.
• Friday Gatherings and Two-Beer Fridays (00:30:49) The panel shares their experiences with casual gatherings, including “Two-Beer Fridays,” to create a relaxed and bonding atmosphere.
• Building Trust and Employee Initiatives (00:31:37) The panel discusses how employees taking the initiative to organize gatherings fosters trust and camaraderie within the team.
• The Importance of Company Culture (00:35:41) The significance of huddles in understanding and shaping the company culture, and the CEO’s role in leveraging it for the benefit of all.
• Benefits of Company Meetings and Huddles (00:33:47) The value of company meetings and huddles, including initial skepticism, the benefits of documentation, and the evolution of staff appreciation.
• Leading and Participating in Huddles (00:34:18) The format of huddles, the role of the service advisor, and the continuity of huddles in the absence of the CEO.

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/

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Shop Owner of the Year: Jamie and Eric Carlson, Ervine’s Auto Repair and Grand Rapids Hybrid, Grand Rapids, MI. Years in Business: 28. Number of Full-Time Technicians: 3. Number of technicians with ASE Certifications: 3

Eric Carlson, co-owner of Ervine’s Auto Repair & Grand Rapids Hybrid, has been a technician for over 45 years. His formal automotive education came from Ferris State University where he took all 8 ASE tests prior to graduation in 1977. Eric has been recertified every 5 years since. He took the L1 when it was introduced and is now L3 hybrid certified. Eric is a subject matter expert for ASE and has participated in writing test questions for the L3 test. Eric has been named NAPA and ASE’s technician of the year 5 times. Jamie Carlson, co-owner of Ervine’s Auto Repair & Grand Rapids Hybrid. She loves her job and is very proud of how her shop has kept ahead of technological changes to stay relevant and customer-focused. Her shop was awarded the 2018 ACE (Auto Care Career and Education) Award in recognition of her dedication to investing in the growth of their employees’ knowledge and skills through access to professional development and career opportunities. Jamie is also nurturing the next generation by working closely with her daughter, Megan Dineff. Megan was named one of Ratchet + Wrench magazine’s All-Star winners for 2019 and Auto Care Association’s 4 for the Future Impact award in 2020.

Technician of the Year: Matt Fanslow, Lead Diagnostician/Shop Manager, Riverside Automotive, Red Wing, Minnesota. ASE Master Certified Technician – A1-A8 and L1 #ASE-1597-7187

Matt’s primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Matt Fanslow’s Previous Episodes HERE.

Service Advisor of the Year: Brittany Schindler, Service Manager Rod’s Japanese Auto Care Bellingham, WA. Years in the industry: 11 years. Brittany loves working at the shop and being able to help people every day. Brittany has learned so much over the years by going to classes with great trainers and having a great business coach. One of her main focuses is to raise the standard of the automotive service and repair industry. Listen to Brittany’s previous episodes HERE

Key Talking Points

• Rebranding Grand Rapids Hybrids- ½ the cars that come in are hybrids, over 6 cars a day. 
• Networking groups- wisdom and knowledge shared by other professionals. It’s essential for growth. 
• Reinforcing the hard work, time and investments 
• Training- online and in person
• Family in the business- shared values, ethics 
• AAPEX- training classes, networking and learning. Go to booths, ask questions, get contact information

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Important Books

Check out today’s partner:

Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders.

Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visiting www.NAPAAutoCare.com.

Craig Van Batenburg, AMAM, is the CEO of Automotive Career Development Center [ACDC] and a former repair shop owner. Craig is engaged full time in the understanding of the technology used in hybrid and electric cars. His 45 years of automotive experience serves him well. He travels throughout the world doing training on Hybrid and Electric Vehicles. Previous Episodes HERE.

Cameron Lee-Ernie Lee’s Service Center was founded in 1972 by Cameron’s grandfather. His father and Cameron now currently operate the business as a team. He went to work in the family business right out of college and started as a Tire and GS Tech and moved my way up to being the Lead Technician. Cameron serves as the Shop Manager and focuses on the day-to-day operation of the shop, developing the business, and meeting the needs of the ever-evolving aftermarket repair industry. Early in 2020 after attending Up Your Voltage by ACDC, Cameron opened another division of Ernie Lee’s known as Raleigh Hybrids due to the ever-growing demand of Hybrid and EV repair and maintenance. In many ways, his role is modernizing and expanding the family business and the development of Raleigh Hybrids was a natural progression of that. 

Eric Carlson has been a technician for over 40 years. His formal automotive education came from Ferris State University where he took all 8 ASE tests prior to graduation in 1977. Eric has re-certified every 5 years since. He took the L1 when it was introduced and is now L3 hybrid certified. Full disclosure: Eric is a subject matter expert for ASE and has participated in writing test questions, in the past 2 years, for the L3 test.

Eric and his wife Jamie bought Ervine’s in 1994 and added Grand Rapids Hybrid to the family in 2013 after Eric became the first Master Hybrid Service Technician in Grand Rapids, MI. Eric has been interviewed by several local television stations and publications seeking his expertise on everything from basic maintenance to the ramifications of “Right to Repair” legislation. Ervine’s Auto Repair and Grand Rapids Hybrid became an ASE Blue Seal of Excellence shop when it was introduced and have been since. Previous episodes HERE

Key Talking Points

• HybridsAnother revolution in emissions 
• Stepping stone to pure electric cars
• Another means of controlling pollution 
• Honda announcement- no internal combustion after year 2040You MUST be a part of the evolution and start handling hybrid repairs
• “It’s not a question of should you get into hybrids, it’s a question of why haven’t you done it 10 years ago?”
• SpeedbumpsReceive rare unicorns that other hybrid shops don’t want to touch
• Need to say yes to every hybrid vehicle- capitalize on marketing as the shop that can “fix everything”
• Tools you need- test every connection
• Advice- buy Gen 2 and start working on it
• Get into hybrid first to learn basics before EV (electric vehicles)Properly trained
• Proper tooling- inexpensive compared to others
• Hybrid car owners will turn into EV owners- natural evolution to be conscious of the environment
• Fixev.com- keep independent shops in businessOffer management training
• Webinar training- learning at your own pace 
• Move your 12 volt brain to high voltage thinking Conditioned at early age that a car sound is “vroom vroom”
• Pure electric vehicles First fluid change is 150,000 miles or 10 years, all LED lights
• Need level 2 charging station.
• Lift fixtures to take 1500lb batteries out
• A special thanks to Craig Van Batenburg, Cameron Lee and Eric Carlson for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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

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

Brought to you by Shop-Ware

My panel:

• Jamie Carlson, Ervine’s and Grand RapidsHybrids, Grand Rapids, MI

• Brine Kline, AAM, Assured Auto Works, Melbourne, FL

• Scott Brown, Connie and Dicks,  Claremont, CA and CEO of Diag.net

• David Tulkin from Shop Ware

Watch Here

• Google as a Tool in Your Business
• What Networking Did For Jamie Carlson
• Shop Tour – McCabes Automotive Specialist
• Fortune: The greatest of all mistakes is to do nothing because you think you can do only a little.
• Trivia: French bicycle racer who manufactured porcelain spark plugs?

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.

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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.

 The winners of the 2019 Women of the Year Awards are:

• Auto Care Woman of the Year: Jennifer Maher, Chief Executive Officer, TechForce Foundation and America’s Automotive Trust
• Auto Care Woman of Excellence: Cindy Frasca, Chief Operating Officer, Kukui
• Female Shop Owner of the Year: Jamie Carlson, Owner, Ervine’s Auto Repair and Grand Rapids Hybrid

“The Women of the Year Awards honor three outstanding female leaders who have made significant contributions to the auto care community,” said Tammy Tecklenburg, president, Women in Auto Care. “This is the 16th annual presentation of the Auto Care Women of the Year awards, and we are honored to be able to continue to shine a light on the tremendous value women are bringing to our industry.”

Talking points

• Scholarships from the Women in Auto Care $100,000 per year
• Monies coming from industry and fundraisers 
• We’ve killed the skilled trades by telling out young people that their path to success is a four-year college degree
• Skilled trades are the course de jure
• People that have tactile intelligence need to consider skills d 
• We need to pay technicians more money and therefore learn how to charge and run a good business
• Make your business welcome to female customers and potential employees
• Create a zero-tolerance of harassment in your business
• Techforce.org become part of the conversation. Links
• www.Techforce.org
• We need to bring 52% of the population in our industry. Awareness, scholarships, speaking at events, networking will help attract women to the industry.
• In middle school students start to explore career opportunities
• We’ve got to change the perception of the parents and counselors to great careers in the automotive. 
• Not everyone was meant to be a lawyer, doctor, CPA or social worker. Careers in technical education will have big opportunities and pay
• Attention span is 8 seconds
• Attracting and retaining top talent will require a more profitable shop
• 3% of technicians in our industry are women
• Attracting women team members will require changes in the facility and create boundaries
• Generation Z is the upcoming group of technicians we need to recruit. They are socially conscious.

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This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com

(Pictured above Eric and Jamie Carlson)

Eric has been a technician for over 40 years. His formal automotive education came from Ferris State University where he took all 8 ASE tests prior to graduation in 1977.  Eric has re-certified every 5 years since. He took the L1 when it was introduced and is now L3 hybrid certified. Full disclosure: Eric is a subject matter expert for ASE and in the past two years has participated in writing test questions for the L3 test.

Eric and his wife Jamie bought Ervine’s in 1994. In 2013, they added Grand Rapids Hybrid to the family after Eric became the first Master Hybrid Service Technician in Grand Rapids, MI.  Eric has been interviewed by several local television stations and publications seeking his expertise on everything from basic maintenance to the ramifications of “Right to Repair” legislation. Ervine’s Auto Repair and Grand Rapids Hybrid became an ASE Blue Seal of Excellence shop when it was introduced and have been since.

Talking Points:

• Ervine’s came about because Eric asked his supplier to keep his eye out for a potential shop to buy.  He and Jamie found a great opportunity in Ervine’s.
• Most painful lessons on running the business were his most expensive lessons. In his previous job, he learned how not to run a business so he did the opposite when he opened his own business.
• His biggest learning curve was the responsibility to feed all the families that worked for him.
• He participated as an ASE subject matter expert on hybrids.
  • He was amazed and respectful for the time it takes to get an ASE test question right.
• He took a Hybrid safety class and that peaked his interest and that set him on a path to become a Hybrid specialist.
• He started to look for a training program and found Craig and Deb Van Batenberg at ACDC. (hear them in episode 116)
• At the time of the interview, he had 5 hybrids in the shop for repair.
  • Most of the work is not Hybrid specific. He is doing brakes, HVAC type work.
• He believes that the impact of a secondary brand had a bigger impact on his business than just saying that they work on hybrids. They kept the pressure on the market in creating the secondary brand. He believes this strategy paid off in spades.
• He has loaner cars and believes that is a competitive edge.
• He is the only tech in the shop that works on the high voltage side of hybrid repair. He is considering sending another tech to get that type of hybrid training.
• Eric was in a mentoring group at the elementary level in his community.
• He places the ASE logo on his building, on his business cards, in the shop and is proud to say the certifications separate the wheat from the chaff.

Ervine’s Website

Grand Rapid Hybrid Website

Eric was also on the Town Hall Academy on ASE. Listen Here.

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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.co