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

Watch Full Video Episode

Host Carm Capriotto dives into the untapped power of Shop Management Systems (SMS) with business coach Dave Schedin and Ben Dexter, National Training Manager at NAPA TRACS. Together, they reveal how two often-overlooked tools, categories and canned jobs, can dramatically improve shop efficiency, consistency, and profitability.

The conversation highlights how a smarter system setup leads to faster workflows, clearer data, and stronger decision-making.

Key Topics Discussed

Unlocking the Power of Categories: Dave Schedin explains the importance of tracking three core labor types: Diagnostic, Preventative Maintenance, and Repair. When categorized correctly, shop owners can pinpoint exactly where time and money are gained—or lost.

Building the “Superhighway” to Faster Estimates: Schedin compares developing Canned Jobs to constructing a freeway: it takes an upfront investment of time, but once built, it enables rapid, efficient estimating.

Professional Communication: Canned jobs help replace vague descriptions with clear, value-focused explanations. This allows newer advisors to communicate like seasoned professionals while ensuring consistent pricing, messaging, and storytelling across the shop.

Turning Data into Profit: Ben Dexter reinforces the principle of “garbage in, garbage out”: without clean, organized data, shop owners are simply guessing.

By mastering categories and canned jobs, shop owners can turn their management system into a powerful engine for clarity, consistency, and long-term profitability.

Timestamps

00:00:00 – Introduction

00:03:15 – The Three Labor Categories (Diagnostic, PM, Repair)

00:05:45 – Creating Smart Warranty Categories

00:08:20 – Data Integrity: “Garbage In, Garbage Out”

00:14:15 – Canned Jobs & Professional Storytelling

00:16:30 – “Level 10” Jobs & Built-In Parts Triggers

00:18:00 – Reducing Advisor Cognitive Load

00:19:45 – Generic Jobs vs. Vehicle-Specific “Pro Jobs”

00:22:30 – Helping New Advisors Sound Like Pros

00:25:00 – Writing Complex Estimates in 2–3 Minutes

00:29:15 – The ROI: 15–20% Sales Growth Potential

00:31:00 – Building the Estimating “Superhighway”

Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE

Ben Dexter, National Training Manager, NAPA TRACS. Find Ben’s other episodes HERE

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Thanks to our Partner, KUKUI

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

Thanks to our Partner, Pit Crew Loyalty

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

Connect with the Podcast:

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

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

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

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

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

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

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

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Recorded at Vision Hi-Tech Training & Expo, Ben Dexter sheds light on a common issue: many shop owners are only scratching the surface of what their shop management systems can do. From underutilized tools to overlooked processes, this conversation uncovers the true value of role-based training, strategies for better customer communication, why profit should be seen as a healthy business goal, the impact of digital vehicle inspections (DVIs), why strong service advisors are essential, and the crucial role of inventory control in shop performance. Whether you’re a shop owner, service advisor, or team leader, this episode offers practical takeaways to help your business thrive.

Ben Dexter, National Training Manager, NAPA TRACS. Find Ben’s other episodes HERE

Show Notes

• Vision Hi-Tech Training & Expo: https://visionkc.com/
• Shop Management System Utilization (00:01:21)
• Shop Owner Mindset and Growth (00:02:56)
• Labor Matrix and Pay Structures (00:04:39)
• Communication and Transparency (00:06:21)
• Profitability and Professionalism (00:07:45)
• Customer Experience Focus (00:08:36)
• Inventory Control and Efficiency (00:09:30)
• Inventory Management Best Practices (00:10:58)
• Parts Stocking and Human Error (00:11:21)
• Balancing Inventory Investment and Efficiency (00:13:07)
• Service Counter and Customer Experience (00:15:41)
• Workflow, Process, and Flowcharts (00:20:07)
• Role-Based Training and SOPs (00:23:23)
• AI and Shop Management (00:26:45)
• Interview Process and Diagnostic Challenges (00:29:20)
• Service Counter Accountability (00:31:56)
• Breaking the Cycle and Seeking Help (00:34:17)

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

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/

Connect with the Podcast:

• Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
• Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976
• Subscribe on YouTube: https://www.youtube.com/carmcapriotto
• Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/
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• Visit the Website: https://remarkableresults.biz/
• Join our Insider List: https://remarkableresults.biz/insider
• All books mentioned on our podcasts: https://remarkableresults.biz/books
• Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom
• Buy Me a Coffee: https://www.buymeacoffee.com/carm
• Special episode collections: https://remarkableresults.biz/collections
• The Aftermarket Radio Network: https://aftermarketradionetwork.com/
• Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
• Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
• Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
• The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
• The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/
• Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm

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

This episode covers the practical benefits of digital vehicle inspections (DVIs) for shop owners. Learn how DVIs can boost Average Repair Orders (ARO) and improve customer communication. Industry professionals share real-world insights on overcoming cultural resistance, the role of leadership, and strategies for successful implementation. Plus, explore how AI enhances inspection reports and processes. Whether you’re new to DVIs or looking to optimize, this episode is packed with actionable tips to help your shop thrive.

Ben Dexter, National Training Manager, NAPA TRACS

Chris Cloutier, Golden Rule Auto Care and CEO of Autoflow.

Charlie Pixley, Charlie’s Car Car, Clearwater, FL

Show Notes

• Watch Full Video Episode
• Introduction to Digital Vehicle Inspections (00:00:00)
• Challenges of Implementing DVI (00:03:03)
• Leadership and Accountability (00:04:07)
• Charlie’s Experience with DVI (00:05:02)
• DVI Evolution and Adoption (00:06:25)
• Ben’s Insights on Change (00:07:56)
• The Importance of KPIs (00:09:41)
• Battling Priorities in Shops (00:13:01)
• Improving DVI Processes (00:16:40)
• Customer Perspective on DVI (00:18:53)
• Challenges in DVI Implementation (00:19:45)
• Consumer Engagement with DVI (00:20:26)
• AI and Technology in DVI (00:21:18)
• Importance of Customer Complaints in DVI (00:22:36)
• Professionalism in DVI Communication (00:23:40)
• Learning from Industry Peers (00:25:21)
• Benefits of DVI for Sales Growth (00:26:38)
• Leadership Role in DVI Implementation (00:30:49)
• 300% Rule in DVI (00:33:03)
• Creating Habits for Change (00:35:44)
• Leadership and Accountability (00:36:36)
• Key Performance Indicators (00:41:21)
• Start Simple and Improve (00:42:07)
• Constant Correction and Praise (00:43:55)

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Connect with the Podcast:

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

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

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

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

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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/

‘Our shop managers, our shop owners, they don’t know what they have, and because they don’t know what they have, they don’t know how to use it to the fullest extent.’

This episode is packed with valuable advice for shop owners who want to maximize their Shop Management System and ensure their business runs seamlessly and profitably.

Learn More About:
Maximizing Your SMS: Many shop owners underutilize their SMS, treating it merely as an invoicing tool.

Inventory Control: Effective inventory management is crucial. Discover how simple tweaks can save you money and improve service efficiency.

Labor Matrix: Track and analyze labor efficiency with ease. Implement strategies that can lead to increased profitability.

Recommended Services: Tap into the maintenance market. Present recommended services effectively.

Don’t miss this engaging and informative discussion!

Jon Luttrell and Ben Dexter, NAPA TRACS

Show Notes

• Watch Full Video Episode
• A Better Road to Success: Navigating Your SMS and Customer Rapport [RR 945]: https://remarkableresults.biz/remarkable-results-radio-podcast/e945/
• Common Issues with SMS (00:02:05) Widespread issues among shop owners regarding their lack of knowledge about shop management systems.
• Understanding Labor Matrix (00:02:30) The importance of understanding and utilizing the labor matrix feature in SMS.
• Realization of SMS Capabilities (00:03:17) Ben describes the moment when shop owners realize SMS can influence profitability beyond invoicing.
• Owner’s Role in Learning SMS (00:05:15) Discussion on the necessity for shop owners to be knowledgeable about their SMS and not delegate responsibility.
• Absentee Ownership Challenges (00:06:25) The dangers of absentee ownership in effectively managing shop systems and ensuring accountability.
• In-Person Training Benefits (00:11:54) Ben highlights the advantages of in-person training for accommodating different learning styles.
• Key Features of NAPA TRACS (00:12:28) Ben discusses top features of NAPA TRACS that excite shop owners, including inventory control and labor matrices.
• Inventory Control Insights (00:13:25) Ben emphasizes the significance of proper inventory management in enhancing shop profitability.
• Proactive Inventory Management (00:16:02) Discussion on the importance of maintaining appropriate inventory levels based on market demand.
• Client Service Rep’s Role (00:16:43) Jon discusses the value of having a knowledgeable client service representative to assist with inventory management.
• Choosing the Right SMS (00:18:58) Emphasizes the need for local representation in selecting and customizing shop management systems.
• Reflecting on 2023 (00:20:05) Encourages shop owners to assess their previous year and consider changes for improvement.
• Profitability and Productivity (00:21:12) Explores the relationship between profitability and productivity in shop management systems.
• Understanding Pricing and Labor (00:22:06) Discusses the importance of pricing strategies for parts and labor to increase shop profitability.
• Utilizing Parts Matrix (00:23:30) Introduction of parts matrix profiles to simplify pricing.
• Reporting and Accountability (00:25:01) Highlights the importance of reporting tools for tracking productivity and sales performance.
• Dashboards for Quick Insights (00:26:45) Describes the use of dashboards to visualize performance metrics and accountability.
• The Role of a Profit Coach (00:27:57) Stresses the necessity of having a profit coach for business accountability and growth.
• Templates for SMS (00:29:09) Discussion on the availability of templates for parts and labor to aid new users.
• User Control Over Features (00:30:57) Explains user flexibility in activating or deactivating features in the shop management system.
• Human Element in Pricing (00:32:02) Discusses balancing scientific pricing with human judgment in service pricing.
• Recommended Services (00:32:59) Focuses on effectively communicating recommended services to customers.
• Maintenance Awareness (00:35:41) Encourages understanding the necessity of regular maintenance for vehicle reliability and safety.
• Embracing SMS Tools (00:36:33) Concludes with the importance of actively using shop management systems for business success.
• The Importance of User Feedback (00:36:53) Discussion on how passionate users have guided the development of the application.
• Maximizing System Utilization (00:37:27) Encouragement for shop owners to explore and fully utilize their shop management systems.
• Commitment to Training (00:37:53) Emphasis on knowing the SMS for effective shop management.
• Acknowledgment of Sponsorship (00:38:18) Thanks to NAPA TRACS for sponsoring the podcast at an upcoming training event in North Carolina. ASTA EXPO: https://astaexpo.com/aste-classes/

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Auto-Fix Auto Shop Coaching

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

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/Connect with the Podcast:

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

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

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

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

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

Show Notes

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

Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR

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

Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com

Connect with the Podcast:

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

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

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

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

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

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

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

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

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

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

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

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

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