Greg Buckley is the CEO of the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.

John Manelas and wife, Karen Manelas, purchased their first location in April 2004. They expanded into their 2nd location in 2011. They bought out a former 20 group member in Maine in 2013 as their 3rd location. They purchased a former Chevy/Chrysler 14 bay dealership in 2014. In 2016, they purchased an import auto service business and converted it to an Auto Care Plus (store #5). In 2017, they purchased a Volvo Specialty Repair Shop which they decided to then re-brand and create a new brand for us calling it Euro Care Plus. In 2019, we did our first non-acquisition “build to suit” venture erecting an 8 bay facility with upstairs offices for their Corporate headquarters. They also decided to lease the rest of that building where we are preparing to open a Hybrid/EV specialty division to be named Electrified Auto Care. They now have 7 locations (5 of which they own the dirt). 6 Locations in NH and one in ME. Listen to John’s previous episodes HERE.

Gene Morrill, owner of Certified Automotive in Glendora, CA. Hear Gene’s previous episodes HERE.

Donnie Hudson, owner of Troy Auto Care, 3 locations, Troy, MI. Listen to Donnie’s previous episodes HERE

Key Talking Points

• Labor- the cost of labor is the only thing we have left to control. Most profitable, but how many minutes walk out the door daily? Track the cost of the minutes wasted- $5 per minute. You can’t put a price tag on a technician’s ability. How do you affect efficiency? 1 person working 8 hours- 7.2 hours per day of production at 125% efficiency which equals 9 hours per day production.  
• Managed chaos? Don’t make promises you can’t deliver on. Giving customer’s hope that you’ll look at their car but not promising same day repair because you’re unsure of what repair will be
• The younger generation- typically wants structure and not be “beat up” every minute of the day. 
• Dealership vs independent- dissatisfaction in the dealership world. Benefits and the work environment for independent shops is unparalleled. Technicians aren’t “machines” that are rented. 
• Career opportunity- showing path after school outside of attending colleges. Did you know technicians can make more than engineers? Consider onboard quick applications for career days. 
• The professionalism of industry- be proud of industry and craft. Be passionate. Anyone can open an auto repair business without being trained or licensed or certified. Accomplish your goals with help (groups, network, training). There are no secrets.
• DVI’s- embrace it, the most important part is the pictures and inspection is sent to customers. Visualization of issues brings a different perspective to customers. “Seeing is believing.” DVI pictures can also be used in your social media marketing campaigns for future customers to see. “Letting the car tell the story, DVI writes the tale for us.” Helps customers manage their budget for repairs when they can get updated on what is still in working order and what needs to be repaired. 4,000 cars per year with per 7 locations by $100 ticket increase sales= $2.8 million in an increase of sales. 

• A special thanks to Greg Buckley, John Manelas, Gene Morrill and Donnie Hudson 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

• Guest Host John Manelas from Auto Care Plus, New Hampshire and Maine
• Topic. Weekly Management Meetings
• Virtual Shop Tour with Kevin Donohoe from Pacific Motor Service in Monterey, CA
• Fortune of the week
• Trivia: The Ratest and Most Expensive Car in the World Based on June 2018 Auction.

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

Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business.

Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry.

Listen to Greg’s previous episodes HERE. Transformers Institute HERE.

Austin Miller. Tire Star opened the doors in 2011 in the back part of a grain elevator warehouse. Austin Miller started the business with the goal of providing trustworthy automotive repair at a fair price and timely manner. Since then Tire Star has grown to 3 locations and 40+ employees. This growth was made possible by employees willing to go the extra mile to provide a great customer experience. Austin is an ASE L1 Master Certified Technician and has received an ASE technician of the year award. Although he is not turning a wrench most days Austin is still very involved in learning about new technology and ensuring his staff gets the training they need to be successful. Listen to Austin’s previous episodes HERE.

John Manelas and wife, Karen Manelas,purchased their first location in April 2004. They expanded into their 2nd location in 2011. They bought out a former 20 group member in Maine in 2013 as their 3rd location. They purchased a former Chevy/Chrysler 14 bay dealership in 2014. In 2016, they purchased an import auto service business and converted it to an Auto Care Plus (store #5). In 2017, they purchased a Volvo Specialty Repair Shop which they decided to then re-brand and create a new brand for us calling it Euro Care Plus. In 2019, we did our first non-acquisition “build to suit” venture erecting an 8 bay facility with upstairs offices for their Corporate headquarters. They also decided to lease the rest of that building where we are preparing to open a Hybrid/EV specialty division to be named Electrified Auto Care. They now have 7 locations (5 of which they own the dirt). 6 Locations in NH and one in ME. Listen to John’s previous episodes HERE.

Key Talking Points:

• I think I’m successful, I think I wanna grow, but am I ready for this?Not for money, not for ego, but for a challenge
• Personal reasons for why
• Some peoples why is to build wealthThe challenge of it
• People are only happy when they are growing
• Private equity
• Add another location to justify the management teamGoing from 2 to 3 locations made you focus in on your process
• Day you realized to lock your processes downEstablish SOPs
• Use other people’s money to expandBuild to suit
• Pay it back in a lease arrangement
• Lean towards acquisitions
• Newer growing areas are better for build to suit
• Own the dirt whenever possible
• The creativity of doing a dealYou do need capital not just the paper
• Leverage other people’s money to make it happen
• What Covid has done to our industryAbsorption is an option
• If you’re gonna grow and acquire, you have to have the right peopleNot everyone fits your model
• Not every size fits your model
• Anticipate losing 10% of customer base
• Anticipate losing 90% of your employees
• During an acquisitionBuild an avatar of what the perfect customer looks like
• Build an avatar of what the perfect shop looks likeLean and mean 3 – 4 bay shops
• Garage-Mahal
• 7 – 8 bay shop
• Main street
• Backstreet
• Euroshop
• General repair
• Asian specialty
• Austin explains his why I enjoy the challenge
• The problem child car that no one could figure out at other shops
• Bored with only one shop
• The challenge of taking something that is not operating very well and making it profitable
• Single shop owner with an itch to grow… what do you tell me?I would ask you why?
• Passion has to be in there
• It can’t be all about money
• It’s a long road
• Are there gonna be huge opportunities on the horizon?The potential this industry has in the future is tremendous
• Also gonna be filled with challenges
• Technology is changing
• The industry is going to change
•  Recession proof business
• The word is “Cautious”91% of shops were affected by Covid
• Shop owners looking to expand, take advantage of opportunities
• Baby boomers are gonna get out early to retire (bcs of Covid)
• Take advantage but don’t be a predator
• Be prepared to lose 90% of your employeesLoyalty
• Fixer Upper Shops
• You don’t have a broken shop, you have a broken manager
• Assessment of BusinessNumbers don’t lie, people lie
• Look at car counts they are running
• Number of rooftops for competitors
• Location
• Never advise someone to buy their second store that isn’t going to be better than their first shop
• I wanna grow as a shop owner, I’ve done a self assessment and I’m ready…If you’re not profitable at your first business, you’re not ready
• Profitability is important
• How much involvement is the owner in the current operations
• You can’t have a investor hat on and a technician hat on at the same time
• Some people want a fixer upper, others want an established operation
• How many shops is too many shops, is there a sweet spot?Depends on the business model you are running
• Investing back into the business
• We can’t run a business if we can’t fix the cars
• Covid was a perfect opportunity to educate parents into the ‘college scam’
• There is alot to prepare for going into multiple locations
• Final WordsAustin MillerThe 20 Group
• Ratchet and Wrench
• Attend conferences, sit at the lunch table and talk to people
• Greg BunchThe longer you wait to get help, the more expensive it will be
• Don’t jump into the deep end alone
• Need to have a passion for the industry
• Information is not transformation
• John ManelasMentors is #1
• Get out and fight people that have been there done that
• Wife and or significant other, you need to have their support
• Attend seminars together
• Henry Ford attributes 2 things to his successHis mastermind group
• His wife

Resources:

• A special thanks to Greg Bunch, Austin Miller, and John Manelas 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

John and Karen Manelas both hold a Bachelor of Science degrees in Electrical Engineering. They worked in our fields for 15 years before deciding to go into business for themselves. They looked at restaurants, flower shops, engineering firms, etc. They decided on automotive because a love of vehicles and they both perceived the level of service from the industry left much to be desired…especially as it pertains to treating female customers. So, they decided to purchase a shop from a burnt-out business owner. (He is still with us as our operations manager, 16 years later!) We took a very big risk, borrowed money from a relative, the bank and the SBA. They went from making about $150K/year combined to about $50K in their first year in business.

John and Karen purchased their first location in April 2004. They expanded into their 2nd location in 2011. They bought out a former 20 group member in Maine in 2013 as their 3rd location. They purchased a former Chevy/Chrysler 14 bay dealership in 2014. In 2016, they purchased an import auto service business and converted it to an Auto Care Plus (store #5). In 2017, they purchased a Volvo Specialty Repair Shop which they decided to then re-brand and create a new brand for us calling it Euro Care Plus. In 2019, we did our first non-acquisition “build to suit” venture erecting an 8 bay facility with upstairs offices for their Corporate headquarters. They also decided to lease the rest of that building where we are preparing to open a Hybrid/EV specialty division to be named Electrified Auto Care. They now have 7 locations (5 of which they own the dirt). 6 Locations in NH and one in ME. 

Key Talking Points:

• Husband and wife team that met in collegeBackground in electrical engineering 
• Wanted to leave the corporate world with traveling weekly and become own boss
• Started to look at different businesses to buy- looked into auto shops. Always had an interest in cars and felt there was room for improvement with how women customers are treated in a male-dominated auto industry. 
• The previous owner is still with the shop as operations manager
• Has 7 locations now
• Was approached by a broker and bought the property for location #2- found the right manager for it 
• Had advice from a multi-shop mentor and went to a conference- Both left with shared enthusiasm after attending together. The power of networking.
• Getting a third store helped streamline processes and procedures 
• John always wants to continue to grow and he is able to do that the best when he is outside his comfort zone. Master a skill then go to the next level. 
• Prepare yourself mentally to put a lot of work into each location opening initially and hire the right staff
• The most important thing to know about business is the numbers- it’s like playing a game without a scoreboard
• When purchased shop became apart of a bottom-line impact 20 groupSounding board for advice and camaraderie with other shops- accountability
• Surround yourself with people who are successful
• 60-70% of clients are female  Positive feedback from customers when they see female pictures on the wall in the shop .
• Have women technicians/service counter employees can be encouraging for female customers but discouraging at the same time for male customers
• How do you start without big capital?Where there is a will there’s a way
• Acquisitions, lease, owner financing, SBA loans

Resources:

• Thanks to John and Karen Manelas 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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NAPA AutoCare’s recent partnership with CarVantage gives your AutoCare Center an easy way to take advantage of telematics, increasing customer retention and boosting customer spend. You provide customers with a CarVantage sensor that plugs into their vehicle and connects via Bluetooth to their smartphone. Then you set up automated marketing campaigns that target customers based on their vehicle’s next maintenance interval, for example, or whenever a check engine light is detected. That gives customers peace of mind and the best experience in the market. They also love CarVantage because it’s free to them. A special offer only for NAPA AutoCare Centers lets you give CarVantage a try at a very affordable price. And it includes free sensors. Other plans and enhancements are also available.

Learn more about CarVantage 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.