Thanks to our Partners, NAPA Auto Care and NAPA TRACS 

Show Notes

• Watch Full Video Episode
• Vision Hi-Tech Training & Expo: https://visionkc.com/
• Introduction to the Episode (00:00:00)
• Personal Interaction with Marcus Lemonis (00:03:14)
• Challenges in the Automotive Industry (00:05:10)
• Analogy of Automotive and Medical Fields (00:06:27)
• Three P’s of Business (00:08:31)
• Market Differences: Tale of Two Cities (00:09:40)
• Demographics and Market Understanding (00:11:02)
• Adapting Strategies for Different Markets (00:15:35)
• Customer Service Approach in Monteagle (00:16:34)
• Community Engagement Strategies (00:20:06)
• Challenges of Remote Management (00:21:00)
• Marketing and Community Presence (00:22:00)
• Geofencing Marketing Tactics (00:22:39)
• Billboard Advertising Insights (00:24:04)
• Reputation Management Challenges (00:28:06)
• Building Customer Trust (00:29:56)
• Employee and Customer Care Philosophy (00:32:47)
• Business Name Evolution (00:33:28)
• Customer Experience and Joy (00:36:07)
• Upgrading Facilities for Service (00:36:29)
• Importance of Cleanliness (00:38:03)

Thanks to our Partners, NAPA Auto Care, NAPA TRACS and Automotive Management Network

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

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-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 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 Partner, NAPA Auto Care

Recorded Live at Vision Hi-Tech Training & Expo, Carm Capriotto, alongside shop owner Kim Auernheimer and industry professional Tracy Capriotto, dive into a myriad of topics relevant to the industry. They reflect on the evolution of the industry and the significance of the Women in Auto Care conference. Kim discusses her journey managing multiple shop locations and the nuances of catering to different communities, while Tracy offers insights on the benefits of personality tests like DISC for workplace harmony. The trio also examines the double-edged sword of social media’s role in both personal and professional realms, advocating for a more intentional and productive use of the platforms. This episode is a trove of wisdom, emphasizing continuous personal growth and adaptation in a digitally-driven world.

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

Show Notes

• Watch Full Video Episode
• The Women in Auto Care conference (00:00:42) Discussion about the annual Women in Auto Care conference, the value of self-growth, and the camaraderie of women in the industry.
• Shop ownership and expansion (00:01:57) Conversation about shop ownership, the acquisition of a struggling shop, and the differences between two shop locations.
• Understanding personality tests (00:06:08) Discussion about the DISC personality test, its significance, and how it helps in understanding oneself and others.
• Impact of social media (00:12:21) Reflection on the impact of social media on personal and professional lives, the excessive consumption of social media, and the need to create more and consume less.
• Social Media and Work-Life Balance (00:16:22) Discussion about the impact of social media on personal and professional lives, work-life balance, and the pursuit of validation through likes and comments.
• Authenticity on Social Media (00:17:52) Exploration of the trap of seeking affirmation through social media, the pressure to present a perfect life, and the importance of authenticity in online interactions.
• Influence of Social Media (00:20:02) Reflections on the addictive nature of social media, the impact of following strangers, and the trend of using filters and photo manipulation to create an idealized image.
• Challenges and Social Media (00:23:10) Insights on dealing with challenges and pain points, embracing change, and the need for internal motivation in the face of social media pressures.
• Social Media and Connection (00:27:02) Discussion on the loss of genuine human connection due to social media, the importance of vulnerability and genuine interaction, and the superficiality of online communication.
• Social Media Addiction (00:29:10) Exploration of the potential addiction to social media, the tendency to live vicariously through others, and the impact of social media on isolation and escapism.

Thanks to our Partner, NAPA Auto Care

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

Connect with the Podcast:

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

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

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

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

Recorded Live at the 2022 Transformers Summit with Jesse and Christine Myers. They joined a peer group and it changed their entire business, doubling their sales to $2 million in 18 months.

Jesse and Christine Myers, ATLR (All Toyota Lexus Repair), Arvada, CO.

Show Notes

• Started in 2003, biggest growth was in 2019
• Jesse became a master technician at Toyota 21 years old- quit Toyota because he wanted his own team. Worked on fleets overnight to keep account with WorldPac.
• Joining peer groups changed their entire business
• Won trip to Nashville from WorldPac- met Kim Auernheimer. Kim invited them to a Smart Group meeting in Texas and helped them increase their numbers so they could attend.
• Chris stayed home with the kids- they had $3,000 per month for both personal and business. When their youngest went to school, Chris became a part of the automotive business.
• 2018 gross profit $375K and in 2019 just under 1 million- with 3 people total (2 techs and Kris). 2020-now is almost 2 million.
• Defining roles and ‘staying in your lane’ with the help of Transformers Institute- who needs to be in the day-to-day operations (Jesse)? Who oversees everything as a whole (Chris)?
• Looking to expand to multi shops in the next 5 years
• Implementing change from the conference- working on goals together outside of the shop/house at a restaurant.
• “We want to change lives”
• 3 different salary ranges- low, medium and high. Backwards math to find out how many labor hours per day to reach that salary. Attainable goals.
• How to flourish- accountability, consistency and training. Chris and Jesse took their team and their spouses to dinner to explain their vision and how it will work. The spouses were very touched that Jesse and Chris cared so much for their lives.

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 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

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

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

Kim Auernheimer, CS Automotive, Brentwood, TN.Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout. Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process. In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management.

Listen to Kim’s Episodes HERE.

Becki McGinnis, Autovantage Service Center, Auburn, CA. Becki is the Co-owner of Autovantage Service Center. Autovantage Service Center opened in June of 2008 in a 3,000 sq foot space.  In April 2018 they were able to purchase and moved the business into an 11,000 sq foot building.  Currently, they have 2 Service Advisors, a Customer Care Coordinator, Lot Porter & 4 Technicians.  Last year (2020) their sales were at $1.3 Million and this year (2021) they are on track to hit $1.6 Million.  Becki’s current role is as an active supporting member in the office while also performing all of the back-office needs. Finding a balance between work and personal life has been a struggle.  Becki’s greatest joys in life are being married to Bryan for the past 24 years and raising three amazing kids.  This is why she is planning to take on the world to offer them more than she had as a child.  Since joining Shop Fix Academy Pro Group last July she has never felt as empowered as before and is ready to be of service to other women in this industry.

Tina Erickson, Ken’s Auto Service, Aurora, CO. In 1993 Tina’s mom and stepdad purchased a Napa Auto Care branded 14 bay shop in Sheridan, Colorado. In August 1998 she met and later married their Master Technician and shop manager Ken Erickson. In May 2002 Tina and Ken rented their first shop in an industrial area nearby. They grew rapidly into 8 bays, with 3 techs. She helped with the marketing and bookkeeping while being a mom and still working as a dental assistant and later practice manager. On October 22, 2012 Ken was diagnosed with kidney cancer and passed away in Feb. 2014. Tina left her career as a dental assistant to become the sole owner of Ken’s Auto Service. She later joined the Napa Business Development Group for Denver. Tina is on the Advisory Board for Automotive Repair and Career Mentoring at the Pickens Technician College in Aurora, CO.

Key Talking Points

• Growth takes change.  Without growth, you will become stagnant and in this era of the aftermarket, probably die. 
• Kim Auernheimer- changing point of sale system. Things to ask yourself: Is it the right decision for business for you and/or your staff? Is it the right time? (It will never be the right time) How do you know when you definitely have all the information to make the right decision? Or do you just take the leap without even looking? Get buy-in from employees. It won’t be perfect, there will be continual transition periods. 
• Becki McGinnis- About a  month ago she finally pulled the trigger and moved out of the daily whirlwind of the business and moved upstairs to an office that is not involved with the dailies to focus on working on the business and not in it. She had been talking about moving to this office for the past 3 1/2 years but was too scared of what would happen if I wasn’t part of the dailies. Started relying on the employees on doing what they were hired to do. Refocus mindset to take care of employees and the employees take care of the customers. 
• Tina Erickson- left her career in the dental field, married a technician and they decided to start their own shop. Her husband Ken was diagnosed with kidney cancer. Tina made the decision to run the shop. Fear will drive you to do incredible things. She is now down to working in the shop 2 days a week. Having policies/systems and procedures in place for employees. Reached out to a coaching company that pushed her forward.
• Trust your employees- understanding everyone is different and no one will be “you.” Your employees will step up once you allow it. 
• Fear of “losing who you are” when you change paths and careers- you are growing, not losing. “Hard conversations make an easy life.” Rely on the support of mentors and network of friends and colleagues. 
• Courage- to try and change. Be open-minded and push forward. Remember the cowardly lion wanted to change. Have faith and believe in yourself.

Connect with the show:

Subscribe on YouTube

Visit us on the Web

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Buy me a coffee

Important Books

Check out today’s partners:

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

Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few?

Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day.

Broadly helps you automatically request reviews so that your customers can promote your business with just one click.

When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review.

Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop.  Visit www.getbroadly.com/chat to learn more.

Women In Auto Care 2020 Award Honors

• Auto Care Woman of the Year -This award is presented annually to a woman who is a leader, mentor, and role model who has made significant and outstanding contributions to the auto care industry.
• 2020 Winner: Lauren Beaulieu, vice president, professional marketing, Advance Auto Parts
• Female Shop Owner of the Year – This award is presented annually to an outstanding female shop owner who demonstrates role model behaviors, leadership and commitment to the advancement of women.
• 2020 Winner: Kim Auernheimer, owner and business manager, Cool Springs Automotive, (dba CS Automotive)
• Auto Care Woman of Excellence – This award is presented annually to a woman who is a Women in Auto Care member and who has provided recent outstanding contributions to the auto care industry while demonstrating role model behaviors, leadership and commitment to the advancement of women. She is considered a rising star in the industry.
• 2020 Winner: Danielle Sonnefeld, Vice President

Danielle Sonnefeld and Carm

Danielle Sonnefeld is the vice president of Business Development for NA Williams, which is a leading manufacturer representative agency in the auto care industry. Celebrating 10 years with the company, Sonnefeld served as the director of Marketing for the first seven years, moved into an account executive role handling a major retailer and was recently promoted to handle business development for the agency. She began her career as the marketing manager for Chicago Pneumatic Tool Company, which complemented her previous work experience at both a full-service marketing agency and an international public relations firm.

Sonnefeld is very passionate about the industry and volunteers her time to encourage, promote and support the next generation of leaders. She has been a member of Women in Auto Care since 2010 and served on their executive board from 2017-2020. During this time, she was an integral part of growing the scholarship program from less than $10K to over $100K annually. Sonnefeld serves on the Board of Trustees for The University of the Aftermarket Foundation and is the co-chairman of the scholarship program, which awards over $600K in scholarships from over 40 organizations. She currently serves on the Auto Care Association’s Events Committee and Manufacturer’s Rep Council.

Sonnefeld earned a Bachelor’s degree in public relations and an MBA in global marketing. Listen to Danielle’s Episodes HERE.

Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE.

Lauren Beaulieu joined Advance Auto Parts in 2013 and has held her role as Vice President of Professional Marketing Since 2018 leading all Pro marketing as well as the TechNet program. Recently, Lauren was featured in Aftermarket Business News representing Advance and their 2020 Future-Focused agenda, She was also recognized as one of the industry’s Women at the Wheel by AMN in May of 2020. Previously, Lauren served as Director of Commercial Marketing from 2013-2016 and Director of Professional and product Marketing from 2016-2018.

Previously, Lauren worked for Autopart International, in a variety of roles from 2005-2009, including Product Manager, Marketing Manager, and Director of Marketing. Prior to Autopart International, she worked in a variety of positions with General Motors from 1996-2005.

Lauren is a champion of diversity and launched the First team member network at Advance Auto Parts in 2018. The Women In Motion Network (WIMN) is that largest network at Advance. She is a collaborator and an active supporter of women at all levels of the industry. Listen to Lauren’s Episodes HERE.

Key Talking Points:

• MentoringHelp guide and lead development for others in industry
• Promotes networking
• Not always the most senior member
• N.A. Williams Company- rep agency Outsource sales team
• Partnerships with manufacturers to sell into retail
• Link between supplier and customer communities
• Husband and wife working together in businessEven when married to owner and not working in business, you’re already a team member to the business  
• Need balance of co workers at work and being spouses at home
• Women in motion network- opportunity for women to come together and support each other with their careers. Mentoring circles. Guest speakers.
• Get involved and own your careerHave goals and pursue them
• Make a difference in your community/join other networking groups- it will excite your passion for the industry beyond working your routine job 
• Seek out and learn from leaders you want to emulate  
• ScholarshipsFunded by partners within industry
• Scholarships for aspiring technicians and business and engineering field
• Also participates with the university of the aftermarket foundation- total with both gave out 650k in 2020 

Resources:

• Thanks to Danielle Sonnefeld, Kim Auernheimer and Lauren Beaulieu 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

Welcome to the 600th Episode of Remarkable Results Radio. Enjoy some very candid talk and behind the scenes revelations from some of the very first episodes from my panel.

Along with the fun discussion, the panel dished out some great advice as the podcast continues to set the standard and the tone for aftermarket industry podcasts.

Our longevity is a testament to the leaders from every segment of the industry who have shared so that others have gained. We will continue to bring thought piercing issues and commentaries so that you grow your business acumen. As I said and I mean it from the bottom of my heart, this podcast is dedicated to you for “listening and learning” and for letting me know how much our content means to you. And a big shout out to the sponsors who make the podcast a reality. Please support them.

We’ve reached these milestones, besides the 600th RRR, the 200th Town Hall Academy and the start of Aftermarket Weekly this year only because you are there and use this resource

The Panel:

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.

Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE.

G Jerry Truglia is well known for his automotive training through his company ATTS: Automotive Technician Training Services, where he covers topics ranging from hybrid vehicles, electricity, to Heavy Duty Truck repair. G is also a very proud founding member of the non-for profit Technician Service Training group. G Jerry Truglia Previous Episodes HERE.

Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. Bob is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. Bob’s previous episodes are HERE.

Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout. Listen to Kim’s Episodes HERE.

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose drivability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Matt’s Previous Episodes HERE.

Key Talking Points:

• Collectively this group participated in over 138 episodes from one on one or in panels on either Remarkable Results Radio, the Town Hall Academy, or For The Record Podcasts
• Thank you to all who have shared their wisdom, advice, insights who have made the podcast such a success
• Matt Fanslow: “This podcast is here for people who are actively trying to improve themselves.”
• Carm discovered his confidence and style improved over the years.
• G Jerry Truglia, TST, was a huge inspiration for the show For The Record. We recorded the first episode at Vision. 
• Dwyane Myers, Dynamic Automotive, was on episode two with his partners. They had three locations at the time.Funny story. I asked each to mention their name before they talk. Early jitters with the show to be perfect
• The early days were very sophomoric. 
• “New Normal” will still be virtual- cut down on travel expenses and time, can listen to audio and training through headphones wherever they are, especially the younger generation. The downside is missing the people involved with going to training and networking.
• Greg Buckley can connect many things in life to how we need to work in our daily lives. In his words, ‘We are more than a head under the hood’He is a long thinker a visionary
• Take time to think
• Top players in the industry continue to grow. There is more work to do.We need to bring our neighbor competitor into the fold of learning, growing, and leading
• Bob GreenwoodA profession, not a trade. No longer a grease monkey
• Been very consistent in his message
• Kim Auerheimer, CS Automotive, was honored as the Women In Auto Care Shop Owner of the Year 2020Her first interview was easy for her to do
• Younger people appreciate podcasts. Many listen while at work.
• The common theme is they felt comfortable being on the show which allowed them to share deeply
• The big thing about the pandemic is how much we miss the people.   
• Look back to see how far you’ve gone, podcasts in 2015 vs now- an evolution of style and content. Searching for guests and now having people reach out to be on the podcast. Networking and guests becoming friends with other guests because of the podcast. It is also an outlet for people to be transparent, comfortable, and have fun. 
• Connection- breaking down problems and sharing how to solve them and move forward. Shop owners and technicians can connect and stop feeling alone with the problems they face. Camaraderie. 
• Tuning in for training- do they not want it bad enough vs they don’t know how badly they need it. Communication starts with your team first then the client base.  
• Listen to Learn Just One Thing is not a slogan but a mantra for being a perpetual student 

Resources:

• Thanks to Greg Buckley, Dwayne Myers, G Jerry Truglia, Bob Greenwood, Kim Auernheimer, and Matt Fanslow 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.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER 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 and Get a Shop Tour Too! #aftermarketstrong #aftermarketweekly

• Marketing: Geo Fencing with Kim Aurenheimer
• Survey Consumer on Covid and Maintenance
• Networking w/Kim Auernheimer
• Shop Tour: Nealey’s Auto Service
• Trivia: Last Auto Cassette Player

Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes HERE.

Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE.

David Coury, AAI, CIC, is the Senior Account Executive of IGO Insurance Agency.

Key Talking Points:

1. Who can I call to review my insurance to make sure I have everything I need and compare what I have to what others in my industry may have?Your agent is a critical advisor to you
2. You must trust them. Have lunch. Look them in the eye
3. Find a specialist, if you can, in the automotive industry
4. You don’t know what you don’t know. You may not know what to ask that is why a strong relationship with an agent will bring more to the table
5. What if my building burns down – are my tools covered? Are my clients’ cars covered? Are my employee’s wages covered? Is my lost revenue covered?At fault, not at fault
6. David says co-insurance is important.You’ll need to be close to the value of building on coverage
7. Actual rebuild costs, you need to be covered up to 80%
8. Business interruption for income is criticalYou can get 12 months actual loss sustained
9. Keeping you even
10. Read the fine print
11. Look at replacement costs of new equipment
12. COVID19Your policies may have a virus/bacteria exclusion
13. Workman’s comp may have a ‘disease at work clause’
14. The natural course of events should not be part of your Workmans comp
15. What if we have an accident in a client car? Is the car covered, are the other people covered, is my driver covered? What if there’s damage to another property?You did the work on a client’s car and something happened. You’ll want comprehensive coverage.
16. Liability will also cover if the client is driving
17. Test drives:Non-owned auto liability
18. Workmans Comp can come into play
19. There is Garage Keepers coverage
20. Consider an umbrella policy to cover catastrophic claimsBuy coverage based on your appetite for risk
21. David sees catastrophic claims $3-5 Million
22. Umbrellas do not fill gaps. It extends what you already have
23. Tough to suggest what coverage to get. Your appetite for risk
24. Consider a personal umbrella also to cover you personally
25. Insurance follows the vehicle
26. Look at drive other car coverage for your business
27. Sexual harassment needs to be an endorsed rider
28. What if my employee is hurt at work?Workmans Comp
29. States track your claims and you get an experience modification
30. Should you self insure small claims, cuts/bruises (a suggestion not the rule)Ask your agent and look at your experience
31. Let your agent guide you on filing claim
32. A customer gets hurt on your property (rent or own)If you are leasing, you must read your lease to understand your liability
33. The landlord can demand you have certain coverage and umbrellas
34. You need to be sure your landlord has insurance
35. What if we blow up a motor? Is the damage covered?Carrier can say you touched the engine it is your fault
36. You need to look at ‘mechanics errors and omissions’ coverage
37. Also’ broad form product’ coverage on your general liability
38. Do I need commercial umbrella insurance? What does it cover? Is there a place where there is too much coverage and we become sexy for lawsuits?See #4 above
39. Cannot get calls or the internet or power to run the tools?Look at the fine print of your policy
40. Big storm, power is out. But why? Flood? (possibly no coverage)
41. Many policies exclude overhead transmission lines. 9 of 10 polices do not cover overhead transmission lines
42. What if there is a big hail storm and it damages all our company cars and client cars outside?Need comprehensive coverage for your cars
43. There will be a deductible fr the company cars
44. A stop loss on your garage keepers coverage
45. Direct and primary coverage has a limitActual cash value for replacement
46. Look at your flood coverageAnyone can have a flood
47. What if someone accuses us of unfair employment practices?Employment-related practices policy or endorsement
48. Wrongful dismissal
49. Unfair hiring practices
50. Sexual Harassment
51. Discrimination
52. A third party. An outsider comes to your place. Look at this coverage.
53. Critical to have a handbook and procedures manual that describes how all of these claims are managed
54. “Fear is the length and shadow of ignorance ”

Link to previous Insurance Academy #161 HERE.

Resources:

• A special thanks to Bambi Crozier, Kim Auernheimer, and David Coury 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 shop-ware.com

Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes HERE.

Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE.

Brad Hazelwonder is an Insurance Marketing Representative for Federated Insurance. His areas of expertise: Business Insurance, Life & Disability Insurance, Estate Planning, Business Succession, and Key Employee Retention

Key Talking Points:

• Insurance is a contract between the business and the insurance company
• Two typesPhysical propertyWhat you own
• Your Customers property
• LiabilityYou are responsible for damage to others and their property
• You have more responsibility than an individual
• When you hire someone you say you trust that person
• When they do something wrong the liability is on you.
• These claims are going through the roof
• Yearly audits are done with your agent. Sometimes twice. They may ask:Are there name change
• New property
• Mailing address
• Changes in equipment
• Look at revenue
• Changes in payroll
• Look at loaners and the limits you want
• And many more
• LoanersYou must check if your customer has a valid license
• You must check if they have valid insurance
• No different than a rental car contract
• You need to get a signed agreement with the customer on the use of the loaner car. Your insurance company can get you a version (vehicle usage/release form)
• You may need a declaration page or insurance card. Verify with your insurance carrier to the proper way to cover yourself.
• If the insurance isn’t paid, they have no insurance even though you may see an insurance card. You can call the customers agent to send you a declaration of insurance
• Some customers can go through their app to send you a declaration
• How Insurance pays outThere are certain types of coverageReplacement cost. Like, Kind, QualityConsider taking a higher deductable
• Actual cash valueTake the depreciated amount out
• DeductiblesThere is a hidden value in deductiblesWorkmans compUpfront saving
• Can prevent your MOD rating by paying a portion (experience rating)
• The number of claims increases your premiums. Higher deductibles can save you money, however, your exposure is higher
• Good processes and quality programs help minimize your risk
• Report all claims. You can make it report only. Get it on record, you can always pull the claim.
• Cost management: Insurance deductibles and coverage
• Business and persona umbrella policy is a givenUmbrella policies sit above all other policies and provide you additional coverage
• With insurance, you get what you pay forWorking with an agent face to face is a huge value to your business
• Business interruption insuranceConsider the length of time you may need. It will always be longer
• If you don’t report all your income then you also have a gap you’ll need to deal with. Get all your sales on the books
• Nothing good happens after midnight
• Have proper limits
• You should ‘What If’ with your insurance agentWhat Happens If ….

Resources:

• A special thanks to Bambi Crozier, Kim Auernheimer, and Brad Hazelwonder 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 shop-ware.com

Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes HERE.

Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE.

Brad Hazelwonder is an Insurance Marketing Representative for Federated Insurance. His areas of expertise: Business Insurance, Life & Disability Insurance, Estate Planning, Business Succession, and Key Employee Retention

Key Talking Points:

• Insurance is a contract between the business and the insurance company
• Two typesPhysical propertyWhat you own
• Your Customers property
• LiabilityYou are responsible for damage to others and their property
• You have more responsibility than an individual
• When you hire someone you say you trust that person
• When they do something wrong the liability is on you.
• These claims are going through the roof
• Yearly audits are done with your agent. Sometimes twice. They may ask:Are there name change
• New property
• Mailing address
• Changes in equipment
• Look at revenue
• Changes in payroll
• Look at loaners and the limits you want
• And many more
• LoanersYou must check if your customer has a valid license
• You must check if they have valid insurance
• No different than a rental car contract
• You need to get a signed agreement with the customer on the use of the loaner car. Your insurance company can get you a version (vehicle usage/release form)
• You may need a declaration page or insurance card. Verify with your insurance carrier to the proper way to cover yourself.
• If the insurance isn’t paid, they have no insurance even though you may see an insurance card. You can call the customers agent to send you a declaration of insurance
• Some customers can go through their app to send you a declaration
• How Insurance pays outThere are certain types of coverageReplacement cost. Like, Kind, QualityConsider taking a higher deductable
• Actual cash valueTake the depreciated amount out
• DeductiblesThere is a hidden value in deductiblesWorkmans compUpfront saving
• Can prevent your MOD rating by paying a portion (experience rating)
• The number of claims increases your premiums. Higher deductibles can save you money, however, your exposure is higher
• Good processes and quality programs help minimize your risk
•  
• Report all claims. You can make it report only. Get it on record, you can always pull the claim.
• Cost management: Insurance deductibles and coverage
• Business and persona umbrella policy is a givenUmbrella policies sit above all other policies and provide you additional coverage
• With insurance, you get what you pay forWorking with an agent face to face is a huge value to your business
• Business interruption insuranceConsider the length of time you may need. It will always be longer
• If you don’t report all your income then you also have a gap you’ll need to deal with. Get all your sales on the books
• Nothing good happens after midnight 
• Have proper limits
• You should ‘What If’ with your insurance agentWhat Happens If ….

Resources:

• A special thanks to Bambi Crozier, Kim Auernheimer, and Brad Hazelwonder 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 shop-ware.com

Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE.

Key Talking Points:

• Gallop poll says 70% of employees are not engaged in the business they work for
• Reflect and identify a disengaged employee. Take note:Quick to complain
• First to see the bad parts of their job
• Complain about their co-workes
• Do the basic/bare minimum in their work duties
• Not willing to cooperate to find solutions
• Fight the needs of the business
• Quick to tell people that they are not happy
• Not friendly to be around
• Don’t show at social events or team building. Loner.
• They quit your business but keep getting a paycheck from you. They stay.
• 12% of happy workers are more productive than those that are not
• The productivity of your business is dependent on happy employees
• The biggest factor is the employee’s relationship with their bossAre you the tripping point of disengaged employees?
• The culture of our business, first and foremost, drives happy employees, customers and owners
• Step back and make sure you (owner) is not the problem
• Speak to your key people and find out why they like to come to work each day
• Fall back in love with your business. Find your pride
• Learn from others

Important links below:

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable. FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video, and vehicle-specific notes about a vehicle’s condition can be shared quickly with vehicle owners. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners. Today’s vehicle owners want to receive their vehicle’s health status electronically, this makes FlexCheck Auto the most transparent way to do sell auto repair. Try it for free for 30 days! Go to FlexCheckAuto.com to learn more.



Your Learning Curve Never Sounded This Good

The Panel:

Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home.  Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years.  She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE.

Kathleen Jarosik began her career in the automotive field in late 2003 after relocating from Florida’s Atlantic Coast to the beautiful Gulf Coast with her family. She started working at Xpertech Auto Repair shop while also staying home part-time with her two, now teenage daughters. Without any automotive experience, she spent much of her time in the background, managing payroll, accounts payable and paperwork associated with the operations of the business. After divorcing in 2009, and only 6 years of shop experience under her belt, she purchased full ownership of her shop from her former husband and began to run it as her own.

Kathleen made 3 pivotal decisions that have since changed her life; becoming a Napa Auto Care center and utilizing their extensive benefit and training network to learn and grow in the industry, finding a business coach; Repair Shop of Tomorrow, to further educate her in marketing, operations, and efficiency, and becoming a member of Women in Auto Care where she has learned the importance of encouraging and empowering others to strive for excellence in this incredible industry. She is very involved in the leadership and volunteering initiatives in her local community and aims to increase awareness and spark interest in choosing a career in the automotive field for young women.

Kathleen was honored as the Female Shop Owner of the Year 2018 from Women In Autocare. Listen to Kathleen’s previous episodes HERE.

Jonathan Ortiz is the son of Foreign Affairs Auto’s founders Frank and Gloria Ortiz. He has an MBA from Northeastern Boston and is currently the general manager of the shop. He is the brother of the two-time Olympic soccer player, Melissa Ortiz and she works in the marketing department. His passion is customer service and he got this passion to serve from his family. His family created the culture of giving what you can. He is joined by a talented team of managers, technicians, and service staff. Find Jonathan’s other episodes HERE.

Key Talking Points:

• Shops percent of women customers ranges from 50% to 70%. Depends on demographics and geographic in their marketplace. Even the average age plays a factor.
• Jonathan says females can be more loyal
  • It can come down to an emotional relationship of trust. Also applies to male customers
  • When female customers find trust they come back time and again.
  • Women are more relational than men.
• They want to go with a place where they feel safe, that they are understood and they are values and the relationship is built from there.
• The environment is key
  • Like a home living room.
  • Less automotive like advertisements in the lobby.
  • Customer needs to feel it is a very clean and inviting environment. Not a car repair shop.
  • Fragrant that doesn’t smell like a shop
  • Amenities:
    • Coffee, water, snacks, flowers, female-friendly magazines wifi, cell phone chargers
    • Kim has essential oils going.
  • Create a WOW factor something so different and unexpected.
• Being transparent than ever. DVI has been large support in creating transparency.
• Many women customers may come in with a high level of anxiety if a vehicle problem has interrupted their day.
• It can be easier for a female service advisor to build a transparent relationship with a female customer.
• Females will more often give a personal referral.
• Know who your customer is before you decide to hire a woman. If you are a speed shop or a 4×4 shop you may make a mistake with a women service adviser unless the experience. If your shop demographics fits a woman service advisor profile you need to consider a woman on your counter in some capacity.
• What percent of women and men are following your social pages and consider the strategy you have to appeal to your audience or build a segment.
• Celebrate the wins in your teams’ Babies, marriages, and/or anniversaries. Including holidays and even recipes.
  • Clients want to know about the team and the family environment in your shop.
  • Real people with real lives.
• The CEO’s job is to get the phone to ring. Managing your marketing and social media is an important responsibility and at the core of your business is to help people and build relationships through your team.
• Every month there is a holiday and you can weave that theme into your social media or your special touch at your counter.
• Always consider that every day has a ‘special day tag’ that you can develop a theme around such as national donut day!
• Exceptional customer experience is a minimum standard today.
• Building long term relationships will keep your customers loyal for life.
• Treat your women customers as the decision maker that she is.
• Male customers will explore other opportunities and may not be as loyal.
• Remember the never says:
  • Sweetie, sweetheart, darling. Maybe meant well but said in the right way it voids your conversation and will be construed as talking down.
  • Do you want me to talk to your husband?
  • Unless she defers your women customer is the decision maker.
  • Calendars from the tool trucks need to be removed from the premises. It is not appropriate along with language.
• Your women customer wants to know if it is safe.

Resources:

• A special thanks to  Kim Auernheimer, Kathleen Jarosik and Jonathan Ortiz for their contribution to the aftermarket.
• Books Page HERE
• Zimmerman’s Automotive website HERE.
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Subscribe to a mobile listening app HERE.

Subscribe to a mobile listening app HERE.