Thanks to our Partners, NAPA TRACS, AutoFix Auto Shop Coaching, and Today’s Class

The power of unity and shared purpose.

Automotive industry professionals from Buffalo, New York, discuss their independent networking group’s evolution and impact. They emphasize the importance of continuous learning, support, and the benefits of a collective approach to improving their businesses and the industry. The group’s resilience during the COVID-19 pandemic and its commitment to education and community involvement are also highlighted.

Paul Henderson, CSR, NAPA Auto Care.

Jim Fleischman, Automotive Alley, Arcade, and Marilla, NY. Jim’s previous episodes HERE.

Tom Sciortino, Total Automotive, Buffalo, NY. Tom’s previous episodes HERE.

Show Notes

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, Auto-Fix Auto Shop Coaching

Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.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/

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Thanks to our Partner, NAPA TRACS and AutoFix Auto Shop Coaching

Industry shop owners discuss the challenges and strategies of opening and managing a second location. They explore the motivations behind opening additional shops, touching on wealth building, seeking new challenges, and planning for retirement. Carl Hutchinson emphasizes the importance of providing a growth path and career opportunities to attract and train the next generation of industry professionals. The conversation highlights the complexities of scaling a business and the need for strong leadership, financial planning, and a commitment to developing talent within the industry.

Carl Hutchinson, Complete Automotive, 2 locations, Springfield, MO. Listen to Carl’s previous episodes HERE

Kim Auernheimer, CS Automotive, 2 locations, TN. Listen to Kim’s Episodes HERE.

Jim Fleischman, Automotive Alley, 2 locations, Arcade and Marilla, NY. Listen to Jim’s previous episodes HERE.

• Watch Full Video Episode
• Behind the Scenes: New Shop Retrofit/Remodel with Carl Hutchinson [CC 097]: https://remarkableresults.biz/remarkable-results-radio-podcast/cc097/
• Store two considerations (00:01:01) Discussion on the importance and reasons for opening a second store, including financing and marketing efforts.
• Finding the second location (00:02:52) Panelists share their experiences in finding and choosing the location for their second store.
• Preparation and challenges (00:09:33) Challenges and preparations for operating a second location, including policies, procedures, and staffing.
• Systemizing and structuring (00:12:29) The importance of systemizing and structuring operations for a second location, as well as the challenges and preparations involved.
• Transition and training (00:15:14) Discussion on transitioning and training staff for a new location, including the use of a shop management system.
• Reflection and passion (00:17:32) Reflecting on the passion and effort required to start and grow a business, including the challenges of expanding to multiple locations.
• Store Number Two Challenges (00:17:56) Challenges of opening a second store, losing customers, ordering parts, and managing separate entities.
• Inventory and Supplies (00:20:14) Challenges in stocking inventory and supplies for a new store, unexpected expenses, and the importance of thorough planning.
• Financing and Cash Flow (00:24:43) Discussion on financing options, including seller financing, bank loans, and personal investment, and the impact of COVID-19.
• People Problems and Leadership (00:29:17) Dealing with turnover, hiring challenges, and the importance of finding the right people for leadership roles.
• Grooming and Growing Store Two (00:32:45) Balancing time and effort between store two and store one, empowering vice presidents, and the changing role of the company president.
• Building an MSO (00:34:48) Discussion on the motivations for building a multi-shop operation, including retirement planning, challenges, and personal growth.
• Creating Career Paths (00:41:26) The importance of creating a career path for the younger generation, fast-tracking growth, and training and educating employees.
• Valuing and Acquiring Businesses (00:47:31) Challenges in valuing and acquiring businesses, including the impact of market competition and the importance of assessing profitability.
• Equipment and Location Considerations (00:49:29) Discussion on starting from scratch, acquiring equipment, and the significance of location and infrastructure.

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, Auto-Fix Auto Shop Coaching

Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/

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

23-year-old Evan Hansen, a young automotive professional from Hawaii, shares his enthusiasm for attending (by himself) Vision Hi-Tech Training & Expo and the invaluable in-person training he received. Find out what classes Evan attended and how he met shop owner Jim Fleischman, who took Evan under his wing for the remainder of the conference. The episode is a testament to the industry’s commitment to fostering professional development, training, mentoring, and camaraderie among its members.

Evan Hansen, Maui, HI

Jim Fleischman, Automotive Alley, Arcade and Marilla, NY. Listen to Jim’s previous episodes HERE.

Show Notes

• Watch Full Video Episode
• Vision Hi-Tech Training & Expo: https://visionkc.com/
• Meeting Evan (00:01:13) Introducing Evan Hansen, the first-time attendee from Maui, and discussing his experience at Vision 2024.
• Importance of Networking (00:04:54) Highlighting the significance of networking and bringing a large crew to Vision 2024 for educational purposes.
• Evan’s Classes (00:10:07) Discussion about the classes Evan attended at Vision 2024 and his dedication to learning beyond entry-level courses.
• Evan’s Determination (00:14:18) Evan’s determination to excel in the automotive industry, despite challenges and perceptions about his hometown, Maui.
• Evan’s Perception of Vision (00:18:43) Evan’s positive perception of Vision 2024 as astonishing and amazing.
• Transition in Career (00:24:48) Evan discusses the upcoming transition in his career due to changes in his current workplace.
• The Solar Eclipse in Buffalo (00:26:36) The panelists discuss the upcoming solar eclipse event in Buffalo and its significance.
• Electrical Expertise (00:31:32) The conversation delves into the importance of electrical knowledge in automotive diagnostics, as highlighted by Matt Fanslow’s podcast.
• Career Aspirations (00:34:43) Evan expresses his desire to grow as a technician and be part of a positive work culture.
• Networking and Industry Advancement (00:35:50) The panelists stress the importance of personal development and fostering a positive work environment for industry growth.

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/Connect with the Podcast:

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Recorded Live at Vision 2023, the wives tell all! Find out what it’s like being a wife, mom, and business partner with their husbands.

Shelly Fleischman, Automotive Alley, Arcade, NY. Listen to Jim’s previous episodes HERE.

Liz Perkins, L1 Automotive Diagnostics and Program, L1 Automotive Training.

Nicole Barrett, Barrett Automotive, Cornelia, Georgia.

Show Notes

• How did you get involved in the business? What is your role?
• How do you re-energize? 
• What is your awesome news?
• Are you a rule maker or rule breaker?
• Implementing EOS (Entrepreneurial Operating System)
• Implementing systems and procedures
• Work-life balance, how do you juggle the business and your family?

Additional links about EOS

• Implementing EOS with Barry Barrett: Four Shop Owners Share Their Success [RR 686]
• The Power of EOS: 2 Day Leadership Meeting [RR 719]
• Barry Barrett’s 7 Part Series on EOS

Thanks to our Partners, AAPEX and NAPA TRACS.

Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 – Nov 2, 2023, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM

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 NAPATRACS.com

Connect with the Podcast:

-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

Watch Episode HERE

Aaron Woods, X-tra Mile Auto Care, Stillwater, OK. Listen to Aaron’s previous episodes HERE

Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Clint’s previous episodes HERE

Jim Fleischman, Automotive Alley, Arcade, NY. Listen to Jim’s previous episodes HERE.

Deidre Parker, Chloe’s Auto Repair, Woodstock, GA.

Show Notes:

•  It’s your second opportunity!
• Address the issue promptly: When a customer returns with a complaint or problem, the repair shop should address the issue promptly and efficiently. This includes communicating clearly with the customer about the problem and what steps will be taken to resolve it.
• Re-diagnose as a Team: The original technician and another technician/manager/Forman should thoroughly verify and diagnose the issue TOGETHER to determine the cause of the problem and the appropriate solution. Another misdiagnosis or underdiagnosis will damage the repair shop’s reputation and further destroy the client’s trust.
• Prioritize the repair: Comebacks should be prioritized over other work to ensure the customer’s vehicle is repaired immediately. This demonstrates the repair shop’s commitment to customer satisfaction.
• Analyze the root cause: When a comeback occurs, the repair shop should analyze the root cause of the problem to identify any areas for improvement. This includes reviewing the repair process, technician training, and parts selection. Implementing changes to address the root cause can help prevent future comebacks.
• It may not be your fault, but it is your problem- empathy, resolve, and quickness. Evidence will be the evidence, but there is an opportunity to have integrity.
• Establish a healthy culture of accountability.
• Assume derived from the individual, but what about your processes? Communication error? What is your definition of a comeback at your shop?
• Documentation of the initial visit
• What is the greatest prevention tool? Final QC process 
• “Cherish the Customer” allowance for customers
• Aaron Woods: We define comebacks as any reason a customer has to return due to an error in communication or workmanship. Each technician is responsible for ensuring their comebacks are at or below 2% of their total car count. We display each technician’s scorecard at our weekly Monday morning production meeting and discuss all numbers as a group. This also helps establish peer-to-peer accountability as well.
• Hunt Demarest- Accounting for Internal and Warranty Work

QC CHECKLIST:

• Test drive the vehicle and verify that the PRIMARY CONCERN has been resolved.
• Visually check that all other work has been completed according to the repair order.
• Inspect the vehicle to ensure that there are no new scratches, dents, or other new damage (See Intake Pictures in the DVI for reference)
• Verify that the vehicle has been cleaned and is free of any debris or grease marks/stains.
• Verify that all peripheral components that were removed during the repair have been reinstalled and are functioning correctly (i.e. Engine Covers, Air Filter Box, Oil Caps, Lids, etc)
•  Check that all fluids have been topped off to the correct levels whether they were serviced or not. NO FLUID LEAVES LOW
•  Inspect the tires to ensure they have been properly inflated.
•  Manually retorque lug nuts if wheels were removed for any reason.
• Check that all warning lights and error codes have been cleared and are not displaying unless previously declined by the customer.  VERIFY ALL MONITORS HAVE RUN/PASSED
• Verify the LOF sticker is present and ACCURATE
• Reset the Oil Life Monitor -or- Maintence/Service Reminder.
• Vacuum floors, clean windshield inside and out, and refresh wipers if not replaced.
• Park vehicle in Launch Pad, remove seat cover & floor mat and place “gift” for customer on the dash or in plain sight.

Thanks to our Partners Shop-Ware and Delphi Technologies

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

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com

Connect with the Podcast

-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

Support our partners:

Watch Episode HERE

Jimmy Alauria, 3A Automotive and Diesel Repair, Phoenix, AZ. Jimmy’s previous episodes HERE

Brent Fleischman, Yocum Automotive, Republic, MO

Show Notes:

• Numbers without dimensions are hard to analyze. Line graphs show trends as a picture. Where does there need to be more improvement? What caused a ‘dip?’
• Using statistics helps find the right “WHY” when looking to solve a problem.
• Competitive nature for employees
• Creating a graph for daily production on completed hours for technicians
• Examples of what to watch: Gross income, the value of services delivered (closed repairs), ARO, gross profit dollars, new customers, number of inspections, quality inspection, ARO, average repair estimates, and close percentage (60-75%). Be careful having the close rate too high/too low.
• New customers- you need front office staff to have a proper orientation for a new customer.
• Growth mode- as growth increases, also increase your marketing.

Thanks to our Partners Shop-Ware and Delphi Technologies

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

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com

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

Support our partners:

Take a deeper dive into alignments, the numbers being it, and the ROI. Multi-shop owner Joe Hanson has invested in the Hunter Quick Check Touchless Alignment equipment for his one shop, Tom Sciortino brings statistics on the effect alignments have on ADAS, and Jim Fleischman discusses the importance of asking your customers about their driving habits.

Watch the Episode on YouTube

Tom Sciortino, Total Automotive, Buffalo, NY. Tom’s previous episodes HERE

Joe Hanson, Gordie’s Garage, Roseville, MI. Listen to Joe’s previous episodes HERE.

Jim Fleischman, Automotive Alley, Arcade, NY. Listen to Jim’s previous episodes HERE.

Show Notes:

• Supports the goal to give the customer an extraordinary experience, supports our core value of transparent communication, and supports goal for growth
• Joe Hanson’s ROI Plan of attack within 18 months to 2 years- 53K to purchase, Labor cost was $42, alignment possibilities 63% of cars need some sort of alignment. Moved from 1 a day to 4 a day
• It’s all about the alignment process- in September at Joe’s shop, the numbers dropped, and Joe had a meeting with his team to discuss experience and core values. October was a great month again!
• Faster alignment checks- instant results and also records whole vehicle (dents)
• It’s more than an alignment check- precheck and presell with open communication and transparency with customers
• Safety- 25mph if forward facing camera is 1 degree off, the emergency braking will be effected
• “Green is good” your employees still need to be trained to learn the numbers instead of colors
• Tom went to ADAS training, and a lot of info on how important alignments are- 5 different vendors rotated
• Are we asking the proper questions to the client about how they drive their vehicle? Are we setting up the vehicle for their driving needs, not for what the manufacturer put in for a generic setup for one size fits all alignment? 
• What is the complaint; tire wear? Fuel economy? All are things that can be addressed with the right alignment. It’s like going to the chiropractor…

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

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Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

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

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com

Maintenance services are the new frontier for the automotive industry. How do you shift your customer’s perspective from reactive repairs to proactive repairs? Is your parking lot full of problem vehicles? Can we do a better job of helping the customer get long life from their Cars? My panel examines the importance of maintenance intervals and the value of informing and educating your customers.

Watch the Episode on YouTube

Jim Fleischman, Automotive Alley, Arcade, NY. Listen to Jim’s previous episodes HERE.

Kim Auernheimer, CS Automotive, Brentwood, TN. Listen to Kim’s Episodes HERE.

Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Listen to Shawn’s previous episodes HERE

Key Talking Points

• Setting intervals based on customers- set it up from the first visit
• “We are a maintenance shop, not a repair shop.”
• Educate customers with guidelines and let them make the decision
• Be proactive, not reactive
• How are you coming up with recommended maintenance?
• What services are you performing the most of? And why?
• Importance of Regular Car Maintenance, Increased Safety, Keeps Car Performing at its Best, Saves You Money in the Long Run, Lowers The Cost of Fuel, Saves You Time, Increased Vehicle Value
• Download Jim’s Interval Schedule HERE

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

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Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

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

Questions, what is your customer oil change service like?  Have you transitioned to ‘synthetic only’ oil for your customers? How do you stock all grades and weights? The days of $20 oil changes every 3 months is gone. My panel of shop owners discuss why they have synthetic only oil service and how it’s improved their efficiency in the bays and for their customers. If you have not implemented this business strategy learn in this episode why you need to do it.

Watch the Episode on YouTube

Bill Nalu, Interstate Auto Care, Madison Heights, MI. Listen to Bill’s previous episodes HERE.

Joe Hanson, Gordie’s Garage, Roseville, MI. Listen to Joe’s previous episodes HERE.

Jim Fleischman, Automotive Alley, Arcade, NY. Listen to Jim’s previous episodes HERE.

Key Talking Points

• A $100 synthetic oil change doesn’t cost twice as much as a $50 semi-synthetic oil change service
• The interview process “how much is an oil change?” gives you an opportunity to highlight your service 
• Gain valuable shop floor space by consolidating your bulk oil storage and eliminating unneeded oil grades that do not promote the right customer in the first place.
• Oil changes- don’t take lightly, $20 oil changes are gone and should be gone
• Don’t rely on the ‘sticker’ to check on oil- educating customers 
• “Maintenance service” Not due for an oil change? 7,500-mile intervals. 1,000 or 2,000 miles left? For 2x a year maintenance, it’s worth changing the oil early. 
• Car count goes down, but the average repair ticket is going up
• Taking more time during inspections
• Shifting into the changing times with EVs- sell maintenance not oil changes
• Simplicity and efficiency- eliminating stocking different oils, no bundles
• Implementation- shop meeting first for the buy-in with employees, discuss the oil intervals, work with suppliers, what is included, what are you saying to customers and pre-booking customers

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

How to Have a Four Day Work Week with Eric Henley [RR 627]

Eric Henley, owner of H-Teck Auto Care in Gray, TN, is 4th generation of mechanical repair. He received an associate’s degree in Auto Service Technology and spent over 15 years at a Honda dealership. Eric started H-Teck Auto Care in 2006 with just him, his dad and his wife. Going on over 15 years in business he now has a 6 bay shop.

• 4 generations in the automotive industryGrandfather was a blacksmith and father used to bring home cars to be fixed up. Eric grew up fixing bicycles, lawnmowers and cars. 
• Received an associates degree in Auto Service Technology
• Spent 15 years in dealerships- income can go down as skill level goes up (more skilled jobs often wouldn’t pay as much)
• Hiring new techniciansUses Indeed and Facebook Marketplace but the best results come from word of mouth and referrals from existing employees
• Current prospect is 21 year old Skills USA graduate 
• Current tenured technicians – 15 years, 11 years, 3 years
• Food Friday’sEither grill or go out to eat every Friday- have employee meeting over a meal
• All employees and Eric discuss any issues, improvements, ideas, areas needed for training, or tools needed. Open dialogue and non-formal
• Eric gives his employees the opportunity for responsibilities in the business- currently working on updating SOP’s with more DVI usage
• Shop is open 5 days a week with weekends offEric is in the shop 4 days a week because he trusts his employees- they are good people able to follow the SOP’s in place and make day to day decisions
• Employees will know if you don’t trust them- creates “neediness” for everything 
• Gives his employees monthly expenditures they can use for customers in need
• Spends extra time in the community and with his family
• He is very involved in his employee’s lives and is flexible with work schedules based on their family schedules
• What makes a great service advisor?Excellent people skills and communication skills- enjoy talking to people
• Can think quickly on their feet, a warm personality, patient and good listener
• Similar to a good waitress/waiter- there when you need them, listen to what you need, then go on to the next table. 
• Both of Eric’s service advisors are in ongoing training
• Best service advisor trainers- previous service advisor, or previous technician with good people skills, or having parts experience
• TrainingRequires minimum 30 hours per year of training 
• Utilized online training a lot last year during COVID shutdowns
• RRR 588 with Jim Fleischman and Matt Manzone- Dealership tech now works for an independent

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

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Buy me a coffee

NAPA Autotech Training helps your technicians keep their skills sharp and their NAPA Know How up to date. It’s the highest quality technical training that covers almost every vehicle system and every make and model. NAPA Autotech is presented by experienced instructors who are ASE master certified technicians. Even after a class is over, techs can access course information online with ClassPass. So when questions come up later they can get the answers. AutoCare Center owners who have taken advantage of Autotech Training say that well-trained technicians are helping to increase their shop’s repair capability and raise bay productivity. That results in fewer comebacks, more satisfied shop customers, and reduced technician turnover.

Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com.

Jim Fleischman and his wife Shelly own Automotive Alley in Arcade, NY. Jim attended Alfred State College for Automotive Tech. He went to work for a Ford Dealership as a shop foreman. Jim’s racing and organizational experience came by being part of a race team that ran Busch and NASCAR. He was recruited from his alma mater, Alfred State College, and became an instructor. Jim always wanted to teach and it was fate. He spent fourteen years as an instructor. He loved building relationships with his students.

He was balancing his teaching job and owning a shop while Shelly ran the business for him. Jim ultimately left his teaching job and went to work full-time in the business. Shelly’s background was accounting which was good for the business overall.

Jim believes in a strong process-driven company. He is all about improving efficiency. Saving steps for productivity gains. Anyone can study their inefficiencies and make changes to improve productivity. He templated his systems against NASCAR. Immaculate, organized and tools quickly reached and found. Jim perpetually works on streamlining to increase his productivity.

Automotive Alley also specialized in street rod, hot rods, upgrades, and restorations. For Jim, the word “can’t” is not in his vocabulary. Listen to Jim’s previous episodes HERE.

Matt Manzone graduated from Wyotech trade school in Blairsville, Pa. Shortly after graduation, Matt started at a local Japanese import brand dealership. Eventually becoming Expert level brand certified and achieving ASE certified Master automotive technician status. After 14 years at the dealership, Matt left to take a position at an independent repair shop called Automotive Alley in Arcade, NY as a technician and service writer in the vintage/restoration shop. Listen to Matt’s episodes HERE.

Key Talking Points:

• Technicians at dealerships vs independent shopsDealerships have a specific type of vehicles and is flat rate- 70% of students from tech schools go directly to work in dealerships
• Most technicians that leave the dealerships leave the industry completely  
• Independent shops have a broader spectrum 
• Hiring more techniciansJim used Facebook Ads and Indeed for hiring 
• Matt posted his resume on Indeed to see what other opportunities were available- was open-minded and wanted a challenge
• Matt researched the shop prior to the interview- Facebook posts, reviews, and podcast interview 
• “Working interview”-Spent half a day interviewing and then worked with other technicians in the shop and with Jim
• Culture of businessClean, sterile work environment instead of stereotypical “greasy fingerprints”
• Take time to invest in the environment and properly working equipment   
• Everyone at Jim’s shop says “goodbye” to one another, something Matt was not used to at first- creates positive attitudes and cohesive culture 
• Leaving after 14 years for the same but new jobEveryone is afraid of the unknown and what could happen
• Matt didn’t leave because of money, left because it was time and unhappy with the culture of the dealership- the dealership had a counter offer for him when he put in his 2 week notice which was more money. More money didn’t change the issues of why he wanted to leave.
• Be careful making choices based on money- often times it will not make you happier
• If you are burned out from your job always remember there are other opportunities available 

Resources:

• Thanks to Matt Manzone and Jim Fleischman 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.
• Find every podcast episode HERE.
• Every episode segmented by Series HERE.
• Key Word Search HERE.

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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.  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

Informative and fun 25 minutes to improve your business and career. Shop tour at Automotive Alley and guest Jim Fleischman from Automotive Alley! Streaming on Facebook, LinkedIn, YouTube, and on aftermarketweekly.com #aftermarketweekly #aftermarketstrong

• Guest- Jim Fleischman, Automotive Alley
• Success in Rural America / Classic Cars
• Delegation Disciplines
• Shop Tour: Automotive Alley, Arcade, NY
• Trivia- What’s the only car to appear simultaneously on cover of Time and Newsweek

Jae Malinowski has been in the automotive trade for 25 years, starting in the auto-body industry at 18, he then transitioned to auto sales for a couple years. When a chance encounter with a headhunter introduced him to the tire industry. He started out in a management training program starting doing commercial tires to learning service agriculture, forestry and mining tires. He had opened his first shop at 28. A new startup with 4 employees after five years. They had 16 employees and 5 million dollars in sales. After parting ways with his business partners, he wasn’t sure if he wanted to go back into the tire business. 

After working for a couple of luxury brand auto dealers selling cars, he decided to get back into the tire industry (because no one ever leaves the tire industry). Starting his current venture Faithfull Tirecraft in 2014. Jae knew his best chance at success would be to align his new shop with a national banner brand that he knew would give him the best chance of succeeding. The Tirecraft dealer network in Canada are all independently owned making it Canada’s largest dealer network of tire dealers and automotive repair facilities. He started Faithfull Tirecraft with a focus as a tire service shop, with luck with his first two hires, he was able to get two really good automotive repair technicians and immediately pivoted towards an automotive general repair facility that had a 50/50 split machinal maintenance and light-duty and commercial tires.

Chris Tolleson opened 49 Tire Pros Pros in October of 1990. Chris had been “gum dipped” as the old-timers say since birth. Bill Tolleson, Chris’s father, has been with Bridgestone/Firestone since 1966. Before opening 49 Tire Pros, Chris had been employed by Bridgestone/Firestone for 7 years, the last two as the youngest manager in their 1,600 store chain, in Hattiesburg, Mississippi.

In 1990, Chris was able to move back home, to Florence and open 49 Tire Pros. The communities of Richland, Florence, and Pearl grew and so did 49 Tire Pros. In 1999 49 Tire Pros expanded from a small waiting area and 8 service bays to 12 service bays and a much larger waiting area, office suites, and doubled our warehouse space.

49 Tire Pros is one of the south’s largest Bridgestone/Firestone affiliated dealers. Since 49 Tire Pros opened in 1990 Bridgestone, Firestone, and Dayton have been it’s core tire lines. 49 Tire Pros also has grown to become a dealer for Michelin®, BFGoodrich®, Uniroyal®, Goodyear, and Dunlop. 49 Tire Pros also carries many other brands like Cooper, Falken, Hankook, Mastercraft, Winston, and many more. At 49 Tire Pros we like to say “We’ve got your size, we’ve got your price!”

Jim Fleischman and his wife Shelly own Automotive Alley in Arcade, NY. Jim attended Alfred State College for Automotive Tech. He went to work for a Ford Dealership as a shop foreman. Jim’s racing and organizational experience came by being part of a race team that ran Busch and NASCAR. He was recruited from his alma mater, Alfred State College, and became an instructor. Jim always wanted to teach and it was fate. He spent fourteen years as an instructor. He loved building relationships with his students.

He was balancing his teaching job and owning a shop while Shelly ran the business for him. Jim ultimately left his teaching job and went to work full-time in the business. Shelly’s background was accounting which was good for the business overall.

Jim believes in a strong process-driven company. He is all about improving efficiency. Saving steps for productivity gains. Anyone can study their inefficiencies and make changes to improve productivity. He templated his systems against NASCAR. Immaculate, organized and tools quickly reached and found. Jim perpetually works on streamlining to increase his productivity.

Automotive Alley also specialized in street rod, hot rods, upgrades, and restorations. For Jim, the word “can’t” is not in his vocabulary. Listen to Jim’s previous episodes HERE.

Talking Points:

• Chris runs a 50/50 split between tires and service
• Selling tires makes your shop a one-stop-shop
• Many independent tires only shops are getting into the service/repair business
• Tire technology will rise with the advent of sensors that will communicate with the vehicle. Traction information will help the vehicle know how to steer.It will make tires much more expensive
• Tire margins are not strong. You need to accept the dollars per sale instead of the Gross Margin Percents you target for repairs.
• In one hour you can mount and balance four tires.
• Alignment machines and tires go hand in hand
• Why send a customer to a tire store.
• Small specialty shops send the ‘tire guys’ work. They send their customer to them. That allows the customer to find a new home for service.
• Chris does not like to send his customer to another place
• Being part of a banner program is a big advantageMarketing, brand access and year-end rebates
• Allow you to compete a little better 
• Selling tires like all your services is about educating your customersGood organic social media on tires can help in education
• The specialty shops advertise heavily
• Selling road hazard warranties and alignments help round out the sale
• Careful on getting into the tire business full boreMust be very competitive
• Shops that do quality inspections should sell tires as a one-stop-shop
• Some shops can’t afford their A or B techs doing tires. They lack manpower and space to do tires right
• Jae will install a tire not purchased from him.On-line options are big
• They can become a customer long term

Resources:

• A special thanks to Jae Malinowski, Chris Tolleson, and Jim Fleischman for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
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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 shop-ware.com



Jim Fleischman and his wife Shelly own Automotive Alley in Arcade, NY. Jim attended Alfred State College for Automotive Tech. He went to work for a Ford Dealership as a shop foreman. Jim’s racing and organizational experience came by being part of a race team that ran Busch and NASCAR. He was recruited from his alma mater, Alfred State College, and became an instructor. Jim always wanted to teach and it was fate. He spent fourteen years as an instructor. He loved building relationships with his students.

He was balancing his teaching job and owning a shop while Shelly ran the business for him. Jim ultimately left his teaching job and went to work full-time in the business. Shelly’s background was accounting which was good for the business overall.

Jim believes in a strong process driven company. He is all about improving efficiency. Saving steps for productivity gains. Anyone can study their inefficiencies and make changes to improve productivity. He templated his systems against NASCAR. Immaculate, organized and tools quickly reached and found. Jim perpetually works on streamlining to increase his productivity.

Automotive Alley also specialized in the street rod, hot rods, upgrades, and restorations. For Jim, the word “can’t” is not in his vocabulary. Find Jim’s other episodes HERE.

J.R. Portman is the Chief Operating Officer and Vice President of 5 Stones Media J.R. Portman hails from Laredo, Texas. The Tulane University alumnus earned a B.A. in English and Studio Art while focusing on photography and creative writing. In his 20-year photography career, Portman has racked up many accolades, including being a Google Trusted Photographer and Local Search Strategist.

As COO of 5 Stones, J.R. oversees all departments of the marketing agency and workflow, while also conversing with clients to ensure goals are being met.

Portman’s first love of photography afforded him the opportunity to publish photos on Google Maps; allowing widespread views of his work in the hundreds of millions. One of his proudest accomplishments at 5 Stones has been the development of the Photography and Video division of the agency, whose work is now regarded as one of the top visual producers in the Southeast Louisiana region.

Key Talking Points:

• Great DVI photos is another step in transparency in your customer relationship.
• Your brand will be reflected in the quality of your picture.
  • Can’t be cloudy, grainy, unfocused.
  • The tech is there, so there is no tech barrier to entry into DVI.
• It is not overbearing to take great pictures.
• You’ve got to become a photographer. Don’t fight it.
• If you are going to do a video they need to be short.
  • Think with the end in mind. What is your subject?
  • Will you narrate the video?
• Be sure you post the best pictures of each area of concern.
• Take pictures to develop the base case of vehicle health.
• Outside pictures of vehicles will help to identify scratches/dents.
  • A best practice is to take shots of the vehicle at the start of job and end of the job.
• Be the boss of your picture.
  • Move rags, move items, like garbage cans in the background. It is a reflection of your brand.
  • Lighting is important. A flashlight might not be the best because of a hot spot that will not create a great picture.
  • Take a point of reference picture. (identifier of the vehicle)
    • The license plate, color of the car are key to be sure the customer understands it is their vehicle.  (Be Authentic)
• Use a light stick to improve the lighting of a pic under the vehicle or under the hood.
  • Your shop lighting may be enough but always be sure you’ve got enough light under the car.
• A picture of dashboard (mileage), inspection sticker (if applicable), oil change sticker.
• A video less than two minutes can educate and engage the customer in the problem.
  • Increases trust.
  • Document with video the depth of the repair, example if the front clip is off or dashboard out. This shows the level and depth of the repairs.
  • Get comfortable taking video. It is the future and expectations of the customer is low, meaning you do not need to have a Hollywood production.
  • Keep in mind you are talking to one person not to thousands.
• Keeping your camera/phone steady is an art form.
  • You can get a gimble (steady cam device for under $300)
  • Greg Buckley demonstrated a technique; how he holds his camera to make it steady. (see video)
    • Triangulate your hand
  • Use the phone’s built-in stabilizer
• You can even turn on GEO tagging on your phone to give a point of reference. This is a Cover Your Butt tactic.
• Greg has a disclaimer on his repair order that highlights that he may use pictures for marketing or training use.
• Use your phone horizontally for DVI picture. You get more real estate in your picture.
• Instagram wants vertical.
• Use props like tread depth gauge, and colored brake gauges.
  • Having your hand or thumb in the picture will go a long way to show scale.
  • DVI software allows you to markup and text picture.
  • If taking a picture of a part use gloves when holding the part in the picture.
• As a team, talk about the picture you take.
• You can post pictures into social media and video’s into your youtube channel.
• Use pictures and video from all jobs to show new customers that you’ve done.
• If you are suggesting a repair you’ve got to have a picture of the problem.
• If you are doing pre-purchase inspections you may take up to 50 pictures.

RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.

Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.

Panel:

• John Constantin from Bison Fleet Specialists in Buffalo, NY
• Jim Fleischman from Automotive Alley in Arcade, NY
• Mike Schultz from Schultz Auto and Truck Repair, Hamburg, NY

John Constantin from Bison Fleet Specialists in Buffalo, NY, has strived to bring quality service and superior workmanship to the vehicle repair industry in Western New York. When John first started out as a technician, he was determined to identify with his customers, making sure every effort was made to maintain the integrity of Bison Fleet Specialists workmanship, and establish a long-term “care” relationship with each person who passed through their service center. John’s personal goal was to inform each customer of basic maintenance steps they could perform to keep their RVs, Trucks, Trailers, Buses, Campers & Cars running at optimum performance levels, achieved by following a few simple guidelines.  Listen to John’s previous episodes HERE.

Jim Fleischman and his wife Shelly own Automotive Alley in Arcade, NY. Jim attended Alfred State College for Automotive Tech. He went to work for a Ford Dealership as a shop foreman. Jim’s racing and organizational experience came by being part of a race team that ran Busch and NASCAR. He was recruited from his alma mater, Alfred State College, and became an instructor. Jim always wanted to teach and it was fate. He spent fourteen years as an instructor. He loved building relationships with his students.

He was balancing his teaching job and owning a shop while Shelly ran the business for him. Jim ultimately left his teaching job and went to work full-time in the business. Shelly’s background was accounting which was good for the business overall.

Jim believes in a strong process driven company. He is all about improving efficiency. Saving steps for productivity gains. Anyone can study their inefficiencies and make changes to improve productivity. He templated his systems against NASCAR. Immaculate, organized and tools quickly reached and found. Jim perpetually works on streamlining to increase his productivity.

Automotive Alley also specialized in street rod, hot rods, upgrades, and restorations. For Jim, the word “can’t” is not in his vocabulary. Listen to Jim’s previous episodes HERE.

Mike Schultz

Mike Schultz started out in his dad’s garage, went to vocational school and got a job at a Mobil station when he was 16. After the Mobil station, he worked at a Chrysler dealer until he went to college.

After graduating from Ohio Diesel from their auto course Mike jumped around from job to job for a while. He found a home at an independent repair shop where he took care of a fleet account and ran the shop when the boss was gone,

Mike decided to open his own shop in 2010. The shop was on a dead end street. He realized that he needed more exposure in his town so it was easier for new customers could find the shop. In March 2018 of this year, he moved to into a highly visible location, not to mention cleaner and brighter. Listen to Mike’s Previous episodes HERE.

Key Talking Points:

• Shop Talk – open microphone with three members of the local Jasper Roundtable Group
• Buffalo, NY based service professionals sharing issues of the day
• Time management Need to constantly work on and always changing
• Systems and technology can help you manage your time
• Post-It notes at your desk or using digital like phone and apps to keep with you all the time
• Put systems in place and delegate, then follow up with delegation if tasks were complete. Hold employees accountable.
• Shop owners have different passion and desire to accomplish tasks. Too often owner starts to delegate tasks and ends up doing it themselves when it doesn’t get done.
• Employees need to have confidence and drive to make things happen. Let employees take the reins sometimes. No one is ever going to be or do things exactly like shop owner.
• Project assignmentExpect that the person you assigned work to will add their own touch to it.
• Your culture and the person’s capabilities/competency will dictate the outcome
• Taks are based on what the customer expects from you. It is part of the culture of the company.
• The challenge of working in verses on your business.You want to be in the bays but you can’t. Your business will suffer if someone doesn’t lead it.
• Digital inspectionCoach the techs with taking proper pictures and videos and explain to them why they do it for customers
• Customers appreciate the transparency with repairs if they can see it on their own vehicle
• Take more pictures because once the vehicle is gone you cannot recreate a picture, delete is easy, so take multiple pictures.
• A quality DVI with videos and pictures will pay dividends long range. 

Links mentioned on the show:

• Wunderlist Alternatives HERE.
• Process Street HERE.
• Trello HERE.

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This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com

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