You searched for coach - Remarkable Results Radio https://remarkableresults.biz/ Automotive Repair Business Success Stories Thu, 15 Oct 2026 17:40:23 +0000 en-US hourly 1 https://remarkableresults.biz/wp-content/uploads/2020/05/cropped-site_icon-32x32.jpg You searched for coach - Remarkable Results Radio https://remarkableresults.biz/ 32 32 From Technician to Shop Owner: The Challenges You Never Saw Coming [THA 507] https://remarkableresults.biz/remarkable-results-radio-podcast/a507/ Fri, 16 Oct 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a506/

Watch Full Video Episode

You can be great at diagnosing vehicles and still struggle to make money owning an auto repair shop. What does it take to make the transition from skilled technician to successful business owner?

At the ASTA Expo 2026 in Raleigh, NC, Rick White, founder of 180BIZ, reconnects with Dan Hensel, owner of Amton Auto and Truck Repair, to reflect on nearly 30 years of mentorship, hard lessons, and professional growth. Along the way, Rick and Dan explore the value of honest feedback, the discomfort that comes with personal growth, and why accepting guidance can be one of the smartest decisions a shop owner makes.

What You’ll Learn:

  • The unexpected business responsibilities that challenge even the most accomplished technicians when they become shop owners.
  • How a mentor or coach can provide accountability, challenge assumptions, and help an owner recognize opportunities for improvement.
  • Why hiring an experienced, highly skilled technician may be a better financial decision than choosing someone simply because they cost less.
  • How adapting your communication to different customer personalities can strengthen relationships and increase sales.
  • How effective leadership and consistent systems can create a more sustainable business without simply demanding longer hours.

Knowing how to repair vehicles can launch a career and even open the doors to your own shop. Building a profitable business takes a different kind of education. Dan’s experience demonstrates the importance of financial discipline, leadership development, and having the courage to seek advice when your existing approach isn’t working. Sometimes the knowledge that makes the biggest difference comes from someone willing to challenge you to think differently.

Dan Hensel, Co-owner of Amton Auto and Truck, Tonawanda, NY

Rick White, President and Lead Coach for 180BIZ, Listen to Rick’s previous episodes HERE. rick@180biz.com

ASTA (Automotive Service & Tire Alliance):  https://astausa.org/2027-Expo

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

NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/
You’re probably tired of chasing new customers who never return. 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:

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

 

 

]]> Authenticity Is Your Shop’s Best Marketing Strategy [RR 1113] https://remarkableresults.biz/remarkable-results-radio-podcast/e1113/ Tue, 13 Oct 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1112/

Watch Full Video Episode

What makes your auto repair shop memorable, and are you sharing that story with your customers?

Recorded at ASTA 2026 in Raleigh, NC, Melissa “Birdie” Patterson, founder of Bird’s iSocial, explores why authentic marketing begins with the people, personality, and culture that make every auto repair shop unique. From a memorable “shop chicken” to customer pet photos, community involvement, and even dad jokes, Birdie shares how everyday experiences can become powerful marketing opportunities.

What You’ll Learn

(00:00:00) Intro
(00:04:30) The Power of Connection: Amazing Women in Automotive
(00:12:00) What’s Your Shop Chicken? Finding Your Unique Story
(00:17:00) Birdie’s Journey Into Auto Repair
(00:20:00) Organic Search and AI: Connecting With Customers Online
(00:26:00) Authentic Marketing: Turning Shop Culture Into Content
(00:30:00) Working ON Your Business: Leadership, Systems, and Coaching
(00:35:00) Investing in Yourself: Personal Growth and Business Freedom

Authentic marketing starts inside your business, with your people, your culture, your community, and the experiences customers remember. When you combine that authenticity with intentional marketing, strong leadership, and a commitment to growth, you’re not just promoting your shop. You’re building relationships, trust, and a business people want to support.

Your shop already has a story. Make sure your customers get to hear it.

Melissa ‘Birdie’ Patterson, Bird’s iSocial and Growing Shops: https://www.birdsisocial.com/

ASTA (Automotive Service & Tire Alliance):  https://astausa.org/2027-Expo

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about 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 on-site training and six days a week of support: http://napatracs.com/

Connect with the Podcast:

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> Are You Steady—or Just Busy? https://remarkableresults.biz/are-you-steady-or-just-busy/ Mon, 12 Oct 2026 15:43:42 +0000 https://remarkableresults.biz/?p=46417 I first met Bob Greenwood in 2015, when I started podcasting. We became friends, and he shared his wisdom on the Remarkable Results Radio airwaves many times.

One of Bob’s best pieces of advice as a business coach was simple:

“You want to be steady, not busy.”

That belongs on your office wall. It is a reminder to look beyond a full parking lot and ask what is really happening inside your business.

Busy can mean your team is scrambling. The schedule is overloaded. Parts haven’t arrived. Someone is waiting for an answer, and another customer is waiting for a call.

Everyone is moving. But is the business moving forward?

Steady means the work flows, the team has a plan, and your systems support the promises you make to your clients.

Steady doesn’t mean slow. It means you have built a business that can handle demand without turning every day into a fire drill.

That takes leadership.

Working on your business requires you to regularly review the procedures and protocols that keep your shop running smoothly. A full schedule should never become an excuse to stop examining how the work gets done.

Start with the flow of opportunity. Is your marketing consistent, or do you turn it on only when the bays get empty? Does deferred work receive attention every day? Are you helping clients plan their next visit before they leave?

Then look at the support behind the work. Are your suppliers delivering on their promises? Are parts delays disrupting the schedule? Does your team have the information it needs before a job begins?

And what about your people?

Are you identifying the education your specialists, service advisors, and leaders need? Are conferences and seminars part of a development plan? Does what they learn make its way into your daily procedures?

A steady shop develops its people with the same intention it uses to develop its business.

Your numbers deserve attention, too. What are your KPIs telling you about productivity, profitability, and progress toward your goals? Are you using those numbers to make decisions—or simply collecting them?

Consider your culture. Do your people work as a team? Can they raise a concern, ask for help, and suggest an improvement?

Finally, examine your systems. Are you using the capabilities you already pay for? Does communication between the front counter and the service bays keep work moving, or does it depend on walking, yelling, and repeated interruptions?

Software can support a steady shop. Clear expectations and consistent habits make it work.

This week, choose one recurring disruption. Find out why it keeps happening. Involve your team, make an improvement, and follow up.

You don’t have to fix everything at once. You do have to keep improving.

Don’t measure the health of your shop only by how busy it looks. Measure how well it runs.

That is how we put Bob’s wisdom to work.

]]> The Human Side of Auto Repair: Emotional Intelligence, Mentorship, and Leadership [THA 506] https://remarkableresults.biz/remarkable-results-radio-podcast/a506/ Fri, 09 Oct 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a505/

Watch Full Video Episode

We’re great at fixing cars. But how good are we at understanding and communicating with people?

Matt Fanslow, host of Automotive Field Theory, and Margaret Light, Licensed Marriage and Family Therapist at Equilibrium Therapy Services, explore the human side of auto repair, focusing on emotional intelligence, effective communication, mentorship, and the leadership skills needed to build healthier shop cultures.

Recorded at ASTA 2026 in Raleigh, this conversation challenges traditional attitudes about workplace emotions and communication. Discover how developing emotional intelligence, understanding different perspectives, and replacing quick reactions with thoughtful responses can strengthen relationships, improve mentorship, and help leaders create a more supportive auto repair industry.

What You’ll Learn

  • The Field of Fixers: Why auto repair professionals naturally jump into problem-solving mode and how that instinct can prevent meaningful communication and human connection.
  • Listening Before Fixing: Why effective communication begins with understanding, not immediately offering solutions, and how slowing down and asking thoughtful questions builds trust.
  • Emotional Intelligence in the Shop: How recognizing emotions, managing personal reactions, and understanding the feelings of others can improve everyday interactions and workplace relationships.
  • Communication vs. Connection: Why talking to someone isn’t necessarily connecting with them, and how empathy, active listening, and genuine curiosity create stronger relationships.
  • Moving Beyond Tough Love: Why shame-based management and the traditional “grow thicker skin” mentality can undermine trust, discourage open communication, and weaken shop culture.
  • The Power of Mentorship: How emotional awareness, constructive feedback, and genuine mentorship build confidence, competence, resilience, and stronger relationships between experienced professionals and the next generation.
  • Leading the Next Generation: Why understanding Gen Z’s perspectives, values, and communication expectations can help leaders develop and retain future specialists.

Great shop leadership goes beyond managing production, measuring performance, and solving technical challenges. It requires emotional intelligence, intentional communication, and the ability to understand people before attempting to solve their problems.

The auto repair industry has invested heavily in teaching people how to fix vehicles. It’s time to give equal attention to helping them communicate, connect, mentor, and lead. Because building a remarkable shop starts with building remarkable people.

Automotive Field Theory with Matt Fanslow  https://mattfanslow.captivate.fm/

Margaret Light is a Licensed Marriage and Family Therapist and the president of Equilibrium Therapy Services, serving clients in Minnesota and Wisconsin. She helps individuals and couples build better relational toolkits, identify blind spots, and replace reactivity with effective communication. https://www.equilibriumtherapyservices.org/

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

NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/
You’re probably tired of chasing new customers who never return. 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:

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

 

 

]]> AAPEX 2026: What to See, Learn, and Experience [RR 1112] https://remarkableresults.biz/remarkable-results-radio-podcast/e1112/ Tue, 06 Oct 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1111/

Watch Full Video Episode

What should be on your must-see list at AAPEX 2026?

Mark Bogdansky, Vice President of Meetings and Events at the Auto Care Association, shares what attendees can expect from a redesigned AAPEX 2026 experience, including a new home for Joe’s Garage, a more focused education schedule, expanded hands-on experiences, networking opportunities, competitions, special guests, and plenty of surprises.

One of the biggest changes is designed to help attendees get more from both education and the show floor. Paid training will take place in the morning, leaving afternoons open to explore exhibits, build relationships, discover new products, and experience everything AAPEX has to offer. Joe’s Garage is also moving to Level 1, directly above the classroom training, making the transition from learning to hands-on exploration even easier.

What You’ll Learn

  • Why AAPEX redesigned the education schedule to give attendees more time on the show floor
  • What’s new at Joe’s Garage, including live vehicle training and expanded experiences
  • How to approach AAPEX with a plan and bring actionable ideas back to your business
  • What attendees will find at the AAPEX Forum, including Roadside Attractions, demonstrations, giveaways, and interactive experiences
  • How the expanded Student V8 Engine Competition is showcasing the next generation of automotive professionals
  • Opportunities to connect directly with manufacturers, industry leaders, exhibitors, and fellow automotive professionals
  • Special appearances and experiences featuring Coach K, Mark Wahlberg, Jimmie Johnson, Barry Sanders, Mia Hamm and more

Don’t just attend AAPEX. Have a plan to experience it. Choose your education before you arrive. Explore the show floor with purpose. Ask questions. Make connections. Discover what’s changing in the industry. And if you bring your team, challenge them to return with actionable ideas they can share and implement.

AAPEX 2026 isn’t just about seeing what’s new. It’s an opportunity to learn, connect, experience, and bring something valuable back to your business.

AAPEX, November 3-5, 2026, The Venetian Expo and AAPEX Forum https://www.aapexshow.com/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about 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 on-site training and six days a week of support: http://napatracs.com/

Connect with the Podcast:

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> How to Turn Call Recordings Into Coaching, Conversions, and Customers [THA 505] https://remarkableresults.biz/remarkable-results-radio-podcast/a505/ Fri, 02 Oct 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a504/

Watch Full Video Episode

What if the phone is ringing, but your team is unknowingly turning customers away?

David Boyd, owner of Call Inbound, and Rich Oppitz, Director of Operations at Telle Tire, overseeing 95 stores, explore how call recording and AI analysis can uncover missed opportunities at the service counter and turn everyday customer conversations into powerful coaching moments.

The challenge isn’t always getting the phone to ring. It’s understanding what happens after someone answers it.

Rich shares how Telle Tire discovered that service advisors weren’t intentionally turning business away, but their language sometimes communicated “no” without actually saying the word. By establishing clear expectations, analyzing calls, and consistently coaching the team, their appointment capture score improved from approximately 58% to 72% in just three to four months.

What You’ll Learn

  • Why a car count problem may actually be a call conversion problem
  • How service advisors can unintentionally communicate “no” by focusing on what the shop can’t do
  • Why communicating what you CAN do can change the customer conversation
  • How AI analysis can uncover coaching opportunities across thousands of calls
  • Why expectations need to be established before calls are graded
  • How “Champion Calls” and “Coachable Calls” create continuous learning
  • Why call reviews should be positioned as coaching, not punishment
  • How self-assessment can help service advisors recognize their own opportunities for improvement
  • Why empathy, courtesy, personalization, patience, tone, and follow-up matter to the customer experience
  • How a focused call review can become a valuable coaching conversation in only 5 to 7 minutes

Don’t just record the call. Learn from it.

Call recordings give shop leaders the opportunity to replace assumptions with actual conversations. When those conversations become part of consistent coaching, the goal isn’t to catch someone doing something wrong. It’s to help the team communicate better, ask for the appointment, improve the customer experience, and convert more of the opportunities already coming into the shop.

Before spending more money making the phone ring, listen to what happens when it does.

Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. https://callinbound.com/

David Boyd, CEO, Inbound, Listen to David’s previous episodes HERE

Rich Oppits, Director of Operations at Telle Tire, 95 stores

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

NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/
You’re probably tired of chasing new customers who never return. 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:

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

 

 

]]> Stop Losing Price Shoppers: Give Them a Price Range [RR 1111] https://remarkableresults.biz/remarkable-results-radio-podcast/e1111/ Tue, 29 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1109/

Watch Full Video Episode

What if the customer calling for a price isn’t someone to avoid, but an opportunity your shop has been trained to turn away?

Brian Walden, COO and co-founder of Mango Automotive, challenges one of the automotive repair industry’s longest-standing practices: don’t give prices over the phone.

Instead of putting up the familiar wall of, “We can’t give you a price until we see the vehicle,” Brian’s team does something different. They give the customer a price range, explain that the vehicle still needs to be inspected and the problem confirmed, and invite them into the shop.

The result? Brian says Mango Automotive doubled its phone conversion rate.

Today’s customers have access to more information than ever. They may have already searched the symptoms, pulled a trouble code, asked AI what might be wrong, and researched what the repair could cost before they ever call your shop. Rather than dismissing that research, Brian believes shops can meet customers where they are and use transparency to build trust.

What You’ll Learn

  • Why the traditional “we don’t give prices over the phone” response can create an immediate barrier
  • How Mango Automotive uses AI to generate price ranges in seconds
  • Why the word “range” changes the conversation with a price shopper
  • How to give a price range without promising an exact repair price before inspecting the vehicle
  • How meeting customers in their “comfort zone” can build trust
  • Why Mango Automotive’s phone conversion rate doubled after changing its pricing strategy
  • How price ranges can give service advisors more confidence on the phone
  • Why every incoming phone call should be viewed as a valuable opportunity
  • How AI call analysis, transcripts, dashboards, and weekly coaching help improve advisor performance
  • Why Brian views AI as a “flashlight” that exposes where your strategy and communication are breaking down

The bigger lesson goes beyond pricing: don’t waste the opportunities already calling your shop. Every phone call represents marketing dollars already spent, a potential relationship, and potentially an entire repair order. Instead of building another wall between the customer and your business, ask whether there is a better way to help them take the next step.

Brian Walden, COO and co-founder of Mango Automotive

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about 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 on-site training and six days a week of support: http://napatracs.com/

Connect with the Podcast:

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> Is Knowing a Little About a Lot Good? https://remarkableresults.biz/is-knowing-a-little-about-a-lot-good/ Mon, 28 Sep 2026 17:43:02 +0000 https://remarkableresults.biz/?p=46392 We live in an information-overload society—or maybe it is more like an information playground.

We are bombarded by commercials, videos, documentaries, social media posts, opinions, rants, and endless commentary. We can spend hours scrolling, watching, and listening without ever applying what we have learned.

There is a big difference between consuming information and gaining knowledge. And an even bigger difference between gaining knowledge and developing expertise.

 Is there value in knowing a little about many things?

I believe there is.

Having a basic understanding of a subject can help you recognize when you are in over your head. It can show you that a task is more complicated than it first appeared—or that you are not qualified to tackle it alone.

That awareness is valuable.

You do not need to become an expert in accounting, marketing, leadership, technology, human resources, investing, or every other part of running a business. But you should know enough to recognize when you need help.

A little knowledge should create curiosity—not false confidence.

I have always believed that you do not need to be an expert at everything. You need enough awareness to know when you are approaching the limits of your knowledge—and enough humility to call someone who has the expertise you lack.

That is one reason I am such a strong supporter of coaches.

The right coach has experience, perspective, and legacy knowledge. They have often been where you are trying to go. Their guidance can help you avoid mistakes, see opportunities more clearly, and move toward your goals faster.

The same is true of accountants, attorneys, marketing professionals, financial advisors, trainers, and consultants. Knowing a little helps you ask better questions.

Expertise helps you make better decisions.

Of course, not all information consumption is mindless.

The podcasts we create on the Automotive Repair Podcast Network are designed to provide useful ideas, practical experience, and perspectives that can help automotive professionals improve.

But even valuable information only matters when we do something with it. You do not need to remember every detail from every podcast, class, book, or conversation. Listen to learn just one thing—and then implement it.

Information becomes valuable when it leads to action.

Think about the role you play as a shop owner or automotive professional.

Your clients depend on your team’s depth of knowledge, training, experience, tools, processes, and diagnostic ability. They trust you to find the actual cause of a vehicle problem—not merely replace the part connected to a trouble code.

A client may call and say: “My vehicle has a code, and I already know what is wrong.”

They may know a little—and that is not a bad thing. Their research has helped them recognize that something needs attention. That is your opportunity to respect what they have learned while explaining the value of your expertise:

“I’m glad you did some research and have an idea of what may be happening. That trouble code gives us a place to begin. Our specialists will test the system, identify the actual cause, and recommend the correct solution. You’re in good hands.”

That response does not dismiss the client’s knowledge. It builds on it.

Knowing a little about a lot can be a good thing—if it helps us become more curious, ask better questions, and recognize when we need expert guidance.

The danger comes when a small amount of knowledge convinces us that we already have every answer.

Whether you are running a business, leading a team, building wealth, or maintaining a vehicle, wisdom is not simply knowing more.

Wisdom is knowing what you know, recognizing what you do not know, and having the humility to call an expert. Be sure your clients understand this.

]]> Work Together, Thrive Together, Build a Business You Can Sell [THA 504] https://remarkableresults.biz/remarkable-results-radio-podcast/a504/ Fri, 25 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a502/

Watch Full Video Episode

What does it take to work alongside someone you love, thrive through the pressures of business ownership, and ultimately build a company that can succeed without you?

Amy Castro and Kit Lindsay share a story that goes far beyond the challenges of working together as a couple. It’s about communication, boundaries, complementary strengths, succession, and building a business valuable enough to eventually pass into someone else’s hands.

What You’ll Learn

  • How couples and family members can successfully work together in business
  • Why complementary strengths can become a competitive advantage
  • How clear boundaries help separate business conversations from personal relationships
  • Why assumptions can become one of the biggest communication problems
  • How Kit identified and developed an internal successor
  • The importance of Kit’s “3 A’s”: Attitude, Aptitude, and Ambition
  • Why succession requires owners to mentor future leaders and give them room to lead
  • How letting go of ego becomes part of a successful transition
  • Why building a business that can continue without you creates options for your future

Kit operated Lindsay Transmissions for 37 years before selling it to Cody, an employee who originally joined the shop at age 16 sweeping floors. After Cody expressed interest in ownership, they created a plan to develop his business skills and prepare him for the transition. Kit ultimately carried the note, and Cody paid off the business in four years.

A successful family business isn’t simply about working together. It’s about learning how to thrive together while building something that can eventually succeed without you.

Amy and Kit show how communication, boundaries, complementary strengths, mentorship, and the willingness to let go can help turn a family business into something worth passing on.

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

NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/
You’re probably tired of chasing new customers who never return. 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:

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

 

 

]]> Inside the Role of a Performance and Accountability Team Leader [RR 1110] https://remarkableresults.biz/remarkable-results-radio-podcast/e1110/ Tue, 22 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1109/

Watch Full Video Episode

What does a Performance and Accountability Team Leader actually do inside a high-performing auto repair shop?

Nate McDonald of Empower Automotive gives us an inside look at a unique leadership position that connects inspections, client experience, team development, performance, and accountability.

As Sales Manager, Inspection Team Lead, and Performance & Accountability Lead, Nate isn’t managing from behind a desk. He’s working alongside his team, performing inspections, shooting videos, checking vehicles, answering questions, coaching younger team members, and looking for opportunities to improve the process.

Nate believes accountability becomes easier when you’re present. Working side by side with the team creates opportunities for quick conversations, immediate coaching, and reinforcing standards before small issues become bigger ones.

What You’ll Learn

  • What a Performance and Accountability Team Leader does inside an auto repair shop.
  • Why Nate views his sales responsibility more as hospitality than traditional selling.
  • How working “in the trenches” creates natural coaching opportunities.
  • What Nate has learned from mentoring Gen Z team members.
  • Why mistakes and questions are valuable opportunities for development.
  • How Empower Automotive’s daily “Take Five” aligns the entire team before the day begins.
  • How inspections connect the back of the shop with service advisors and the client experience.
  • Why performance numbers are openly discussed with the team.
  • How quick one-on-one conversations reinforce standards and accountability.
  • Why team members should have a voice in improving processes and efficiency.

A Performance and Accountability Team Leader doesn’t just measure performance. They help create it.

Nate’s role demonstrates the value of having someone close enough to the work to see what’s happening, coach in the moment, reinforce expectations, listen to ideas, and keep the team connected to the purpose behind the process. It’s not about waiting for the annual performance review or calling someone into the office every time something goes wrong. Sometimes leadership is a quick conversation behind a vehicle. Sometimes it’s answering a question during an inspection.  And sometimes it’s simply being willing to work alongside your people. Performance and accountability become part of the culture when leadership is present every day.

Nate McDonald, Inspection Team Lead and Performance & Accountability Lead, Empower Automotive, Traverse City, Michigan

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about 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 on-site training and six days a week of support: http://napatracs.com/

Connect with the Podcast:

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]>  Your Comebacks Are Speaking. Great Leaders Listen. https://remarkableresults.biz/your-comebacks-are-speaking/ Mon, 21 Sep 2026 13:29:18 +0000 https://remarkableresults.biz/?p=46387 Every comeback has a lesson. The only question is whether you’re willing to learn it.

After more than 11 years of podcast conversations with shop owners, educators, coaches, and automotive repair professionals, one topic keeps coming up: Comebacks.

Most people see them as failures. The best leaders see them as feedback.

A comeback isn’t just another repair order. It’s a report card on your business. It reflects your training, your communication, your protocols, your culture, and ultimately your commitment to excellence.

That’s why your comeback log should be reviewed with the same discipline as your financial statements.

Both reveal trends. Both uncover opportunities. Both tell you where your business is headed.

If you’re paying attention, your comeback spreadsheet becomes less about yesterday’s mistakes and more about tomorrow’s improvements.

Look for the patterns.

Is there an education gap? Did the automotive repair specialist have the training and confidence to perform the repair? What classes have they attended? More importantly, how much of that training has been retained, and what education should come next?

Was enough time allocated for the repair? We all know the pressure to move quickly, but sometimes the fastest path to productivity is slowing down long enough to do the job right the first time.

Are certain parts or suppliers showing up repeatedly? Trends in component quality are worth tracking.

How effective was your Quality Control process? Was it intentional, or simply another box to check before delivering the vehicle?

Review your shop protocols. Every process deserves a procedure. If steps are consistently being missed, perhaps the procedure needs improvement as much as the person following it.

Was the repair assigned to the right level of competency?

And don’t underestimate the true financial impact of a comeback. Add together the labor, supplier warranty credits, rental vehicles, administrative time, production interruptions, and the cost becomes much greater than the repair itself.

Yet the greatest cost may never appear on a spreadsheet.

It’s trust.

Every customer interaction shapes the perception of your business.

When a customer returns because something wasn’t right, they may quietly wonder, “If this was missed, what else could have been missed?”

That single thought can weaken years of trust you’ve worked so hard to build.

One simple habit can reinforce that trust: call your customer 24 to 72 hours after the repair. Sometimes you’ll identify a concern before it becomes a comeback. Other times you’ll simply reassure the customer that you genuinely care about their experience. Either way, you’re strengthening the relationship.

There’s another cause of comebacks that rarely receives enough attention.

Communication.

You won’t find a column in your spreadsheet labeled “communication breakdown,” yet it may explain more comebacks than any failed part or missed procedure.

Communication begins with the first phone call. It continues at the service counter. It carries through the repair order. And it ends only when the vehicle is returned to the customer.

Was the customer’s concern clearly understood? Did the repair order accurately communicate the reason the vehicle was in the shop? Did the automotive repair specialist have the clarity needed to perform the repair confidently?

When communication becomes assumptions, assumptions become mistakes.

Finally, don’t let your comeback data sit quietly in a spreadsheet. Bring it into your team meetings. Review it at least twice each month. Not to assign blame, but to discover solutions.

Your team will often identify opportunities to improve training, tooling, time allocation, communication, Quality Control, factory service information, software, lighting, workflow, and shop protocols.

The goal isn’t to eliminate every comeback. The goal is to become the kind of shop that learns from every comeback.

Because excellence isn’t built by avoiding mistakes. It’s built by responding to them with humility, curiosity, and the commitment to improve.

As Vince Lombardi said:

“Perfection is not attainable, but if we chase perfection, we can catch excellence.”

Your comeback log isn’t a record of failure. It’s one of the most valuable leadership tools in your business.

]]> How to Develop a General Manager for Your Auto Repair Shop [THA 503] https://remarkableresults.biz/remarkable-results-radio-podcast/a503/ Fri, 18 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a502/

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

Watch Full Video Episode

How does a shop owner find, develop, and trust the right person to become their number two?

Shawn Gilfillan, owner and CEO of Automotive Magic, and Will Barkiewicz, General Manager and Integrator, share the evolution of a leadership partnership that started when Will applied for a technician position.

Shawn quickly recognized something beyond Will’s technical abilities. Their values around family, trust, service, and taking care of people aligned. Will eventually moved from running the maintenance center to becoming General Manager over both locations and the Integrator Shawn had been looking for.

Their story demonstrates that developing a number two isn’t about finding another version of the owner. It’s about finding someone with complementary strengths, then building the trust that allows both leaders to grow into their roles.

What You’ll Learn

  • Why core values can matter more than someone’s original job title.
  • How the Visionary-Integrator relationship works within EOS.
  • Why owners shouldn’t look for “another me.”
  • How responsibility and trust are earned over time.
  • Why a strong General Manager needs the freedom to push back on the owner.
  • How DISC profiles can improve communication and self-awareness.
  • Why standardized protocols create consistency as leadership responsibilities expand.
  • How a “Reboot” mindset turns mistakes into opportunities to improve the business.

Finding your number two isn’t about finding another you. It’s about finding the person who complements you.

For Shawn, that meant learning to hand over responsibility and allowing Will to “dance his own dance.” For Will, it meant earning trust through communication, accountability, and a willingness to take ownership when things didn’t go perfectly.

The transformation happens on both sides. The General Manager learns to lead, execute, and protect the vision. The owner learns to let go, become the guide, and gradually move responsibilities off their plate. You don’t hand someone the keys to the business overnight. You give them responsibility, build trust, and develop the leadership partnership one step at a time.

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

NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/
You’re probably tired of chasing new customers who never return. 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:

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

 

 

]]> From Daily Profit to Long-Term Business Value [RR 1109] https://remarkableresults.biz/remarkable-results-radio-podcast/e1109/ Tue, 15 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1108/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

What is your auto repair business really worth, and are you building it to become more valuable every year?

Coach Chris Cotton, podcast host on the Automotive Repair Podcast Network, challenges shop owners to look beyond today’s sales and profits and start thinking about the long-term value of the business they’re building.

Many owners spend years on the operational hamster wheel, focused on car count, payroll, production, and this month’s bottom line. But when it’s time to sell, transition the business to the next generation, or simply step away from daily operations, buyers and banks look much deeper.

Chris explains why clean financials, documented systems, owner independence, and intentional succession planning can transform a shop from a business that provides the owner a job into an enterprise with significant transferable value.

What You’ll Learn

  • Why profitability and business valuation aren’t the same thing.
  • What buyers and banks want to see before financing an acquisition.
  • Why removing the owner from daily operations can increase business value.
  • How documented systems and protocols make a shop more transferable.
  • Why clean financial statements and tax records are critical to valuation.
  • Chris Cotton’s five stages of shop ownership, from daily survival to eventual exit.
  • How increasing capacity can grow value without necessarily adding locations.
  • Why succession and exit planning should begin years before you’re ready to leave.

Don’t just build a profitable shop. Build a valuable business.

Create strong systems. Develop leaders. Clean up the financials. Build capacity. Reduce owner dependence. And understand what your business is worth long before you’re ready to sell it.

Coaching to Valuation [E269]: https://chriscotton.captivate.fm/episode/cc269 

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

Learn more about 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 on-site training and six days a week of support: http://napatracs.com/

Connect with the Podcast:

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

]]> The Automotive Hiring Cycle: When and How to Recruit Top Technicians [THA 502] https://remarkableresults.biz/remarkable-results-radio-podcast/a502/ Fri, 11 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a501/

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

Watch Full Video Episode

What if the best time to recruit your next technician is when your shop isn’t looking to hire?

Lisa Coyle, CEO of Promotive, and Sam Freeman, Partner Manager at Promotive, reveal why automotive recruiting has a cycle, and why understanding when technicians are looking can give shop owners a significant advantage. Lisa and Sam explain how recruiting data, market timing, candidate behavior, and consistent relationship-building can create a much more proactive hiring strategy.

Download the 6 Month Promotive Hiring Insights Report for FREE: https://info.gopromotive.com/RRR

What You’ll Learn

  • Why technician recruiting has a cycle and why timing matters.
  • Why “post and pray” recruiting puts your shop at a disadvantage.
  • Why finding a top technician can take 60 to 70 days.
  • How local market data can improve your job postings.
  • Why you should recruit even when you don’t have an opening.
  • What may really be behind candidate ghosting.
  • Why a counter-offer doesn’t have to end the relationship.
  • How consistent communication can prevent first-day no-shows.
  • Why complicated hiring processes can cost you great candidates.
  • How the F.O.R.D. method can make interviews more personal and effective.

Great recruiting is about timing, data, and relationships. Don’t wait for an empty bay to discover you need a recruiting strategy. Understand when technicians are most likely to consider a move, know what candidates in your market are searching for, simplify your hiring process, and stay connected with good people even when the timing isn’t right. Your next great technician may not be looking when you’re ready to hire. The opportunity is to build the relationship when they’re ready to listen.

Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit https://gopromotive.com/

Meet Paige: The Auto Repair Industry’s First 24/7 AI Recruiter [THA 481]: https://remarkableresults.biz/remarkable-results-radio-podcast/a481/ 

Lisa Coyle, CEO of Promotive

Sam Freeman, Partner Manager at Promotive

NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/
You’re probably tired of chasing new customers who never return. 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:

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

 

 

]]> Daily Habits That Build a Stronger Auto Repair Shop Culture [THA 501] https://remarkableresults.biz/remarkable-results-radio-podcast/a501/ Fri, 04 Sep 2026 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a500/

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

Watch Full Video Episode

What does a strong shop culture look like when you’re the people living it every day?

Bree Wismer, Service Advisor and Frontline Culture Leader, and Trevor Hinds, Operations Manager and Dispatcher at Empower Automotive in Traverse City, Michigan, take us inside the daily habits and communication practices that keep their team aligned, productive, and focused on the customer.

Rather than approaching culture from the owner’s perspective, Bri and Trevor share what happens on the front lines. They explain how Empower Automotive breaks down the traditional divide between the front counter and the bays, keeps everyone on the “same bus,” and creates a workplace where every person understands their role, respects the team around them, and contributes to the same goal.

What You’ll Learn

  • Why the front counter and specialists must operate as one team.
  • How daily huddles and short training sessions keep the team aligned.
  • Why the 1:00 PM check-in can prevent late-day customer surprises.
  • Why a “no-update” update can be one of the most valuable customer communications.
  • How to respond when customers arrive with AI-generated or parts-store diagnoses.
  • How respect, communication, and accountability create confident professionalism.

Building a world-class shop culture doesn’t require a massive budget or a complicated organizational overhaul. By committing to these small, consistent actions, you can transform your shop from a high-stress environment into a thriving, unified business that both your team and your customers enjoy.

Bree Wismer, Service Advisor, Frontline Culture Leader, Empower Automotive, Traverse City, MI

Trevor Hinds, Operations Manager, Dispatcher, Workflow and Culture, Empower Automotive, Traverse City, MI

NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/
Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/
You’re probably tired of chasing new customers who never return. 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:

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

 

 

]]>