Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

“I think the push back is more in our head than it is in the pocketbook.”

In this episode, host Carm Capriotto talks with Andy Fiffick and Chris Letendre about the perceived affordability crisis in auto repair. Both guests challenge the idea that customers can’t afford repairs, suggesting that price resistance often stems from the service advisor’s mindset rather than customer reality.

The discussion highlights practical strategies for improving repair approvals, including repackaging repairs with different parts or warranty options, presenting financing as “payment option plans,” and avoiding the “Sophomore Jinx,” where advisors begin to pre-judge what customers can afford. They also address the “maintenance-free” myth promoted by automakers and encourage shops to proactively educate customers with long-term maintenance planning.

Ultimately, the episode reinforces a key truth: auto repair is a relationship business. When shops build trust and focus on helping people, price objections become far less common.

Andy Fiffick, CEO Rad Air, Listen to Andy’s other episodes HERE

Chris Letendre, American Pride Automotive

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, 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/

Thanks to our Partner, KUKUI

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

Thanks to our Partner, Pit Crew Loyalty

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

Connect with the Podcast:

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

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

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

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

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

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

– Follow on Twitter: https://twitter.com/RResultsBiz

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

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

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

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

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

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

– The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

– Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

– Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

– Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

– The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

– The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

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

Thanks to our Partners, NAPA TRACS, and Today’s Class

Recorded at the 45th annual Mobile Air Climate Systems Conference (MACS 2025) in Orlando, Florida, this conversation explores the transition of leadership within the MACS Association. Outgoing chairman Andy Fiffick and incoming chairman Aaron Becker reflect on the organization’s history, its future direction, and the critical role of continuous education in the automotive industry.

They discuss the necessity of adapting to technological advancements, particularly in thermal management for electric vehicles, and emphasize the invaluable networking opportunities offered by MACS and similar industry events. The conversation also highlights the increasing complexity of vehicle systems and the growing influence of AI in automotive businesses.

Discover expert perspectives on emerging refrigerants, the integration of technology in vehicle maintenance, and the challenges and successes that have shaped MACS over the years.

Aaron Becker, President, AirSept. Aaron’s previous episodes HERE

Andy Fiffick, CEO Rad Air, 10-locations, franchise. Listen to Andy’s other episodes HERE

Show Notes

• Watch Full Video Episode
• TST Big Event, March 29th, 2025: https://www.tstseminars.org/
• MACS Training Event & Trade Show: https://macsmobileairclimate.org/
• National Automotive Service Task Force (NASTF): https://wp.nastf.org/
• Koura: https://www.kouraglobal.com/
• Honeywell: https://www.honeywell.com/us/en
• Introduction to the Episode (00:00:00)
• Andy Reflects on His Tenure (00:01:44)
• The Impact of the Housing Crash (00:02:18)
• Transition of Leadership (00:04:39)
• Aaron Becker’s Introduction (00:05:01)
• The Importance of Thermal Management (00:07:29)
• Thermal Management’s Role in Modern Vehicles (00:09:03)
• Technology Specialists and Thermal Management (00:10:02)
• Aaron’s Innovative Approach (00:11:40)
• Evolution of Products at AirSept (00:12:07)
• Adapting to Changing Technology (00:15:31)
• Reflections on Industry Changes (00:16:04)
• Understanding Vehicle Technology (00:16:55)
• Embracing New Technologies (00:18:20)
• AI Integration in Business (00:19:27)
• Networking at Events (00:24:18)
• Continuing Education (00:29:33)
• Encouragement to Join MACS (00:31:02)

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, 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/

Connect with the Podcast:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

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

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

Industry leaders John Hanighen, CEO of Cloyes, Matt Buchholz, CEO of Motorrad, and Andy Fiffick, CEO of a 10 store franchise chain in Cleveland, dive into the current state of the supply chain within the automotive aftermarket, addressing issues of product availability, quality concerns, and the impact of unpredictable demand. Insights into data-driven forecasting, manufacturer-distributor collaboration, and the importance of communication between suppliers and auto repair shops are also explored to give a holistic view of managing challenges in the aftermarket industry.

Andy Fiffick, CEO Rad Air, 10-locations, franchise. Listen to Andy’s other episodes HERE

John Hanighen, CEO at Cloyes Gear and Products. Listen to John’s other episodes HERE

Matt Buchholz, CEO MotoRad

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/

Connect with the Podcast:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

A deep dive into the SWOT analysis of our industry with a panel of shop owners.  As we navigate the evolving automotive landscape, it’s crucial to turn threats into opportunities, revving up for success.

Andy Fiffick, CEO Rad Air, 10-locations, franchise. Listen to Andy’s other episodes HERE

Greg Bunch, Aspen Auto Clinic, Transformers Institute. Listen to Greg’s previous episodes HERE.

Brian Sump, Avalon Motor Sports, and Urban Auto Care, CO. Brian’s previous episodes HERE

• Watch Full Video Episode
• The Concept of Mastermind (00:01:58) Discussion on the concept of mastermind, its origins, and its application in the automotive industry.
• The Role of Independent Repair Shops (00:02:47) The nimbleness and expertise of independent repair shops compared to dealership networks, and the need for better public perception.
• Challenges of Independent Repair Shops (00:04:49) The weaknesses and challenges faced by independent repair shops, including the lack of unified marketing efforts and lobbying.
• Perception and Marketing of the Industry (00:09:16) The need for greater respect and recognition for the automotive aftermarket industry, and the importance of effective marketing strategies.
• Courage and Self-Respect (00:12:36) The courage and self-respect required to succeed in the automotive industry, along with the need for transformation in mindset.
• Advancements in the Industry (00:14:35) The industry’s progress and advancements, challenges faced by smaller independent shops, and the industry’s value and fragmentation.
• Image and Perception of Independent Shops (00:16:25) The importance of image, modernization, and professionalism in independent repair shops to build trust and attract customers.
• Training Engagement (00:17:15) Discussion on the importance of owners engaging in training with employees and setting an example.
• Shop Management System (00:17:49) Importance of a shop management system for profitability and efficiency, and the support and training offered by NAPA TRACS.
• Auto Shop Coaching (00:18:00) The benefits of Auto Shop Coaching in redefining success and efficiency within a shop, and the importance of accountability.
• Owners’ Involvement in Training (00:21:03) The importance of owners attending training classes and being involved in the learning process to understand and support their employees.
• Challenges in Attracting Talent (00:23:36) Discussion on the challenges of attracting and retaining young talent in the automotive industry.
• Opportunities in Change (00:28:07) The positive aspects of change, embracing new technology, and being first to market with innovative equipment.
• Industry Opportunities (00:29:58) Discussion on the opportunities for growth and impact in the automotive industry, despite challenges and competition.
• Rising to the Opportunity (00:30:47) Embracing the opportunity to make a significant impact in the industry through creativity, thought, and effort.
• Car Count and Economy (00:33:37) Discussion on the impact of car count and the economy on the automotive industry.
• Challenges with Car Maintenance (00:34:16) Issues with consumer awareness of car maintenance, including oil changes and service intervals.
• Barrier to Entry (00:35:29) The increasing barrier to entry for new shop owners due to technological advancements and specialized skills required.
• Consolidation and Opportunities (00:38:26) Opportunities for family-owned and independent operations amidst market consolidation and private equity involvement.
• Threats and Strategic Thinking (00:43:22) Discussion on threats such as constant change, aging technicians, and government involvement, and the need for strategic thinking.
• Future of the Automotive Industry (00:46:52) Optimistic outlook on the future of the industry, including the potential for strong independent shop operators to thrive.
• Mental Resilience and Rising Costs (00:48:31) The importance of mental resilience and adapting to rising costs as a key factor in the industry’s success.

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/

Connect with the Podcast:

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

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

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

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

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

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

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

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

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

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

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

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

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

Thanks to our Partner, Dorman Products. Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

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

No one can do everything, but everyone can do something. Raising the image and perception of our industry starts with getting involved with schools. If you’re involved in your local community college or high school, I would like to put out a challenge that you also visit the elementary and middle schools. The students are buzzing with energy, questions, and already have a leg up on technology. If you’re not involved with any schools, what’s stopping you?  You can’t afford to not put your time into students, teachers, and school counselors. The impressions you leave on the youth are critical to creating opportunities for our industry’s future.

Watch the Episode on YouTube

Andy Fiffick, CEO Rad Air, 10-locations, franchise. Listen to Andy’s other episodes HERE

Bill Haas, Owner of Haas Performance Consulting, Bill’s previous episodes HERE.

Craig Noel, Sun Automotive, Springfield, OR. Listen to Craig’s previous episodes HERE

Key Talking Points

• To connect these newest minds to our trades really does begin at the 5th-grade level AND at the dinner table or other places where the discussion needs to be about the opportunities that the service trades are no longer a plan “B”.
• The newer generation truly has a “leg up” as they are ready and are very quick and techy, which then really leaves the “on the job” nuts and bolts experience. This is where an Apprenticeship program is a must for the automotive industry and its future. 
• Craig has 5 technicians from the apprentice program
• Vehicles are more advanced than the Apollo spaceship
• Make sure your presentation includes many questions. It keeps them engaged, and you will learn from their perspective.
• Tell stories, lots of stories. Don’t go into statistics.
• You must get to the teachers and parents
• Working with your hands and mind is rewarding.
• Solving tough problems builds character.
• You can’t afford to not put your time into students and the community- the impressions you leave are critical 
• Raise your hand for any volunteering opportunity

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:

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

Founded in 1981 as the Mobile Air Conditioning Society (MACS), now called  Mobile Air Climate Systems, its focus is to provide unbiased information to shop owners and technicians, including technical resources and training for automotive air conditioning technicians. Let’s dive into MACS together and also learn about the benefits of becoming a member because no matter what the future holds, vehicles will need climate control.

Peter Coll, President and COO, Mobile Air Climate Systems Association (MACS)

Andy Fiffick, CEO Rad Air, 10-locations, franchise. Listen to Andy’s other episodes HERE

Key Talking Points

• MACS Activities: Act as a resource for the US EPA and foreign regulators on market conditions in the service sector. Provide guidance to the SAE on best practices for environmentally friendly and effective A/C service procedures. Provide technical resources to our members for problem vehicles and unique service challenges. Produce eight annual issues of MACS Action magazine with technical articles, A/C system trends and regulatory updates. Produce nine annual issues of MACS Service Reports offering in-depth diagnosis and repair procedures on everything from compressors to HVAC control units and the tools needed to provide effective A/C system service. Actively participate in future systems development, including new A/C system designs for future electric vehicles and the new fluids that will be required to operate them. Did you know that MACS was involved with R-1234yf five years before it appeared in the first vehicle in 2012? Hold an annual Training Conference and Trade show bringing together many of the industry’s brightest minds, decision-makers, trainers, service providers, regulators, OEMs, and suppliers for 40+ hours of training and networking over 3 days. Provide use of our stadium seating training facility and classrooms for all things automotive or other local meetings within the community.
• MACS Member Benefits: MACS ACtion Magazine mailed to their registered address. MACS Service Reports mailed to their registered address. MACS technical helpline access. Five complementary EPA 609 Certifications annually. Significant discounts for our annual training event for both attendees and exhibitors. Discounts on in-person and online training classes. Discounts on other shop and small business-related items such as uniforms, health insurance, shipping etc.
• The most important thing obviously is your service procedures. It starts with understanding what the customer’s complaint is 
• If you service an air conditioning system for any form of compensation, you’re required to have an EPA 6 0 9 certification 
• MACS will be leading the way on, in the charge on what’s the next problem, what’s the next solution to those problems on all this thermal heat transfer.

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:

Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR.

More Time. More Profit. Transform your shop at getshopware.com/carm

How many schools have you visited recently? What is your relationship like with the teachers, and school counselors? Have you hosted a shadow day at your shop for students? If your answer is no to any of these questions, answer this one: what is stopping you? Thomas Edison once said, “Opportunity is missed by most people because it is dressed in overalls and looks like work.” Don’t miss this opportunity to get involved with your schools and community and properly represent this industry to our younger generation.

Bill Snow, VP of Franchise Development and Operations, Rad Air,

Andy Fiffick, CEO Rad Air, 10-locations, franchise

Key Talking Points

• Get your energy by talking with students about our industry
• Is an undergrad degree considered worthless in today’s world?
• How has this paid off? Andres Hobbs is on track to be a master technician before 25 years old. Matt Harbert started as an apprentice program at Bill’s from a school, started as work-study then was hired to join their apprentice program. Corporation knocked on Matt’s door to hire him, and he left and came back 9 months later. He didn’t enjoy the culture at the corporate level. 
• Identify the school around you- research the contacts (teachers/principles/school counselor), reach out with what you can offer (perspective in the classroom, mock interviews, host shadow day etc), and reach out to the chambers, consistency is the key
• “Opportunity is missed by most people because it is dressed in overalls and looks like work” Thomas Edison 
• Invest the time and receive the reward
• Talk about what you can do to engage with your students, your staff, and your administrators.
• Be authentic, be genuine, be supportive, be open-minded, and help that young man or woman understand the benefits of being part of our awesome industry

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:

Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR.

More Time. More Profit. Transform your shop at getshopware.com/carm