Frank Scandura, Frank’s European Service, Las Vegas, NV. VP of Certified Shop Relations and Member of the Board of Directors, AutoTechIQ. Frank’s previous episodes HERE.

Krista Erickson, VP of Client Services and Marketing, AutoTechIQ

Show Notes

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

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Show Notes

Thanks to our Partners, AAPEX and NAPA TRACS.

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 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/

Connect with the Podcast:

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

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

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

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

“Forget the Past: Focus on the Future”…sometimes easier said than done. The past is familiar and comfortable. We can also get hung up on our past mistakes, which hinders us from moving forward. Listen to 3 shop owners share their perspectives on the past and the future of the automotive industry.

Watch Episode HERE

Frank Scandura, Frank’s European Service, Las Vegas, NV. Frank’s previous episodes HERE.

Al Wright, John’s Automotive, Cedar Rapids, IA. Al’s previous episodes HERE

Jimmy Alauria, 3A Automotive and Diesel Repair, Phoenix, AZ. Jimmy’s previous episodes HERE

Show Notes:

• Don’t be afraid of change, what we did in the past or how we did it may not work today.
• Take care of yourself and let go of old habits. Be healthy and reset!
• Service advisor is now 4 different jobs: customer service rep, parts manager, service manager
• What is your break even point? It’s not the ‘cost’ of the service advisor position, the biggest expense is what you are currently doing and what you could and should be doing.
• Everyone hates change, but the only constant in life is change- lean into change.
• Hiring top talent vs. Creating top talent- Are “A” technicians made?
• Have grace when someone makes a mistake
• Don’t get analysis paralysis. Don’t let past mistakes stop needed changes for the future.
• Doing something is better than doing nothing.

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com

Where did you learn about finances? Did you learn it from your parents? Finances are one of the most important elements in our lives, yet most of us never really understand it or discuss it with our spouses or employees. Listen to 3 shop owners that make finances a part of the conversation in their business and for their people.

Watch Episode on YouTube

Frank Scandura, Frank’s European, Las Vegas, NV. Frank’s previous episodes HERE.

John Gustafson, Gustafson Brothers, Huntington Beach, CA. John’s previous episodes HERE

Russell Crosby, Russ’s Wrench Auto Repair, Clinton, NJ. Russ’s previous episodes HERE

Key Talking Points

• Finances aren’t taught when growing up from parents or school
• Most don’t have income problems, it’s a spending problem
• What are your payments?
• Freedom and being in charge when you’re debt-free and sitting on cash
• Credit scores will go down as you have cards paid off and stop using as much-
• Buyers remorse and financial stress with a spouse
• People are twice as likely to get divorced with 10k in debt and zero dollars in savings
• We need to teach our team that we can’t outrun debt with higher salaries.
• Finances aren’t a 1 conversation session
• Little debt leads to a lot of debt
• Never intermingle personal and business funds together
• For those of us who have financial planners, invite them to host a lunch and learn about the positive impacts of investing. Host a book club and read books about finances and investing.
• John offers business math and personal math courses and Dave Ramsey course
  • Second round they are welcome to bring their spouse or partner.
  • They are not required to bring exact numbers but should know what they own and what they owe.
  • They should know what they take home from all sources and what their housing, food, credit card payments etc are.
  • They do a net worth calculation, an income, and an expense list to determine cash flow (either positive or negative) then fund reserve and investments.
  • They recommend a 6-month reserve for critical expenses and an investment piggy bank.  Investing is in round 3 when they have money to invest.

Connect with the show:

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

See how Broadly can help YOU grow your auto shop. getbroadly.com/chat

Frank Scandura, Franks European, Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years of writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.

Key Talking Points:

1. If I had all the money in the world, what would you buy?Security for family. Becomes more important as time goes on. 3 out of 4 kids have already taken Dave Ramsey’s 7 Baby Steps- Make a monthly budget  
2. Is it easy to say ‘I Don’t Know.’Yes, but you have to practice. It’s okay to not know everything, simply say “I’m not sure, let me do some research and get back to you.”  
3. Do you see obstacles not as roadblocks but as opportunities?,Opportunities all the time. Anticipate roadblocks and play the “what if” game to solve the problem.  
4. Do you have a strong intuition? Do you listen to it?Yes and act on your gut feeling. Trust your inner intuition and spouse’s intuition. 
5. Your biggest learning moment?Used to let temper get the best of him and think he was the one that built business. Realized business would be nothing without the people around him. Humbling moment.    
6. What are you doing to put the Customer first in your business?Putting employees first. If you treat employees right (training, tools, expectations) they in turn treat customers right.  
7. A special strategy to build a strong reputation?Follow your morals, values and integrity. Do not tolerate anything else.  
8. Recently fired a customer? The reason?Some customers make unreasonable demands. Everyone makes mistakes, it’s how you handle them that sets you apart. Politely tell the customer “I’m sorry but this is not the right shop for you.”    
9. What impact does technology have on your business?If you’re not digitally savvy now, it might be too late. Need to capture as much data as possible. Have to have digital dispatching, reporting, inspections etc. Be ready for the changing technology in cars.   
10. What is the latest book you read? Big take-a-way“Leadershift” by John Maxwell- making those around you leaders, shift how you lead to let them become leaders.  
11. How much training per year do you get?Watches video series for Transformers Institute, John Maxwell training, reads everyday and has daily devotions. Hobby is woodworking and continues to learn about that as well. 
12. Ever had a mentor?Jim Murphy, Dan Taylor, Greg Bunch
13. Share a Gross Margin HackLearn what gross margin is first. Don’t be afraid to charge what you’re worth. Can’t manage what you can’t measure.   
14. Last labor rate adjustment?$30/hr since last August this year. Parts are becoming harder and harder to get margins on. Wanted to improve bonus structure and improve the bottom line.   
15. Share a car count idea?Stop going for more car count, make every car count more. Every car needs a thorough written inspection. Every discovery needs to be estimated. 100% of the estimate needs to be presented.   
16. How long ago did you update your website?Last month- complete revamp of site, chat bot 
17. The most recent update to your processes/systemConstantly updating! Only way you can successfully do that is by having communication with the team in regular meetings.  
18. Are you paperless? When did you go?6-7 years ago- saw the need for it a long time ago with streamlining technician writing in abbreviation and wrong parts got ordered.
19. Name something you tried that didn’t work?Hybrid battery rebuilding- learned that instead of needing to be the “first” for everything, can take a step back and wait before jumping in.    
20. What is your dream car? Do you own it?Don’t currently but owned it twice- mercedes high performance 2 door CLK63 AMG Convertible. Sold it in town- a new customer knew it had an oil leak that would be fixed during the first oil change, turned out it had to be pulled out to be fixed. Frank bought the car back from the owner. Sold it a year later.  

Resources:

• Thanks to Frank Scandura for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE
• Find every podcast episode HERE.
• Every episode is segmented by Series HERE.
• Key Word Search HERE.

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Buy me a coffee

NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer.

Learn more about PROimage and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.

Danielle Bohlman is an owner with husband Brett of Highway 7 Service Center in Newell, IA. Find Danielle’s other episodes HERE.

Dave Martin is the Owner and President of Martin’s Auto Repair in Phoenix, AZ. His automotive career began pulling weeds on the shop property then as he got older Dave moved into a station helper and gas attendant. Dave then became the shop manager before taking over the family business from his father in 2006.

Dave married his wife Bo in 1992 and they have an adult daughter, Qamree. Dave bowls, plays over the line baseball, and is a passionate football fan, proudly supporting his lifelong favorite team, The Dallas Cowboys.

Dave was born with Spina Bifida and wants to help others affected and increase public awareness. Elected as Chairman of the Board for the Spina Bifida Association of Arizona in 2012 and has been involved of in its growth through events and fundraisers. Dave also volunteers as a speaker to community organizations and young adults showing how he doesn’t let Spina Bifida keep him from his goals. Find Dave’s other episodes HERE.

Frank Scandura, Franks European, Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years of writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.

Drew Horton is a Technician from HWY 7 Service Center in Newell, IA

Key Talking Points:

• 78% of Americans live paycheck to paycheck – 50% worry about it.  
• It is a spending problem not an income problem. When people get nice raises over time they never pull out of their spending habits because they always spend more than they makeMany cannot see beyond their next paycheck
• The amount of pressure at work is high whey you can’t pay your bills and is much less when you have a handle on your spending
• Many don’t know where their money goesWhen they list what they spend their money on it is an eye-opener
• Part of the problem is financial institutions offer credit cards, a line of credit, loans. 
• You can get a car loan for 84 months. That is the only way an affordable monthly payment can be made
• Shop owners need to share financial responsibility with their people. It is not normal to live paycheck to paycheck
• Dave was giving an advance on their paycheck and that didn’t help them. He eventually stopped it when he sent his people to Dave Ramsey’s Financial Peace seminar. Find it on the Books Page Here
• Drew’s marriage is improved as they went through the class last February.They are happier now that they have a money management discipline
• Frank: A couple with $10K in debt and no savings are twice as likely to get divorced and a couple with $10K in savings and no debt
• A Ramsey quote: Live like no one else to later you can live and give like no one else
• As a couple, you need to have one goal as it relates to money
• Sure use credit cards but you must pay them off every monthCredit card interest and fees is highest you find anywhere
• In the financial world, there is the FICO scamYou have to have a good credit score scam
• People borrow to increase their credit score. The dichotomy
• What are we overspending on?The little things. It all adds up and you do not realize it
• If you are looking for credit card incentives you tend to spend more
• People spend money to feel comfortableKeeping up with the Jone’s
• Thirsty? Spend $4 at Starbucks
• Going to dinner makes you feel comfortable
• BOOK FRANK MENTIONED???The Millionare Next Door Find it on the Books Page Here
• How to start!You don’t have to be great to start you have to start to be great
• Find the discipline
• You can climb out, but you’ll need help and gain a commitment to the end
• Do things tougher as a team to get through your financial strugglesWork together to see debt disappear
• Similar goals as a couple
• When Drew and his wife pay off a debt they do it together
• Dave Ramsey says: If you are broke you can’t help anyone else
• It is easy to fall of track. It is a mindset, but you can fall off. It requires a strong discipline. It is worth it to continue the lessons to keep you tuned in.
• DaveRamsey.com can get you started
• A budget is a big part of financial peace. A budget tells your money where it is allowed to go before it is gone
• Stop being sick and tired being sick and tired
• Invest in your people. Pay for a Dave Ramsey class. 

Resources:

• A special thanks to Danielle Bohlmann, Drew Horton, Dave Martin, and Frank Scandura for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com

Chris Cloutier, is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective way. Chris has his ASE C1: Automobile Service Consultant Certification Test (C1). He brings the business side to the business and his brother Pat brings the Braun. Chris is also a musician. Hear Chris’s previous episodes HERE.Autotex.me website HERE.

Tom Ham, Auto Centric, Grand Rapids, with the help of his wife Deb, is the creator and owner of Automotive Management Network a 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late ’60s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Discover Tom’s previous episodes HERE.

Frank Scandura, Franks European, Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years of writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.

Talking Points:

• Covid-19 was a critical talking points as this live broadcast was at a critical time as some states are asking 100% of people to stay at home.Critical to make plans to survive Covid-19. Short, medium and long-range plans
• Stay nimble and be able to move. Protect your family, your team, your business
• Take care of the community and be a transportation hub
• In every situation, there is plenty of opportunities
• On the other side of this pandemic, we will get a lot of opportunities
• As small businesses, we can change quickly
• Adjust your marketing
• Final Quality Controls to deliver vehicles in better shape than when it arrived
• Create the habit
• Add disinfectants because of Covid-19
• Some shop owners argue that we don’t to final inspections because if we find a problem we don’t want to hurt the feelings of our peopleIf you want people to like you sell ice cream. ‘Steve Jobs’
• Don’t do an inspection to catch your people doing something wrong. Use it to improve your systems, processes and to reduce mistakes. We are human.
• Customers will quality control their own car. Don’t let them find something on their own.
• Part of the QC is to be sure pictures are taken of vehicle components to create a base case.
• The QC is dynamic and will change as issues ariseAdd and subtract to the list through a solid review of every step
• Your own QC controls as an owner should be audits of tickets from birth to death to be sure all your systems/processes are working
• We may not expect enough from our people. We set our expectations too low
• In the final QC you will catch a lot. Remember a human is doing the QC review. They will make mistakes. But the goal is to catch 95% or more. You have to QC the QCOnce you let one of the steps go it will become ‘non-important’
• Start by making a commitment to do Final QCInvolve your people. They know what needs to be done
• Chris likes his service advisors to do the QC because they feel the pain with the customer when they find a problem. Technicians do not see the pain from customers when they find a problem.
• Being an above average shop will create survivorship opportunities. Being mediocre will not cut it
• You can’t do a Final QC on most cars. It must happen on every car. No exceptions. This keeps the discipline and habit goingIf a car has a ticket it gets a QC
• Covid-19Sanitizers on customer keys, gloves, counter wipe downs.
• Protect team and clients
• Wipe customer car when it arrives wearing gloves
• Take a video and show your customer what you do. Post on social media
• We will come to your house, wipe down your car and deliver it back.The transaction can be totally done on-line
• Your software, texting, pay by text are all great tools to use
• Relieve the fear of your customer. Show them. Tell them.
• Ask your team if they are OK coming into workConsider their extended family
• Set deliveries on the side
• Have disciplines with your parts suppliers
• Everything that enters your domain must be scrutinized
• Having a team meeting often to discuss how the business will sustain with the most employed need to be talked about.
• Adjust your marketing. Be positive. Call them to tell them what you are doing
• There could be parts shortages and increased prices coming
• Links to the lists Chris Cloutier mentions:https://www.autotext.me/wp-content/uploads/2017/12/QCChecklist.docx
• https://www.autotext.me/wp-content/uploads/2017/12/QualityControl.pdf

Resources:

• A special thanks to Chris Cloutier, Tom Ham and Frank Scandura 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

Chris Cloutier, is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective way. Chris has his ASE C1: Automobile Service Consultant Certification Test (C1). He brings the business side to the business and his brother Pat brings the Braun. Chris is also a musician. Hear Chris’s previous episodes HERE.Autotex.me website HERE.

Tom Ham, Auto Centric, Grand Rapids, with the help of his wife Deb, is the creator and owner of Automotive Management Network a 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late ’60s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Discover Tom’s previous episodes HERE.

Frank Scandura, Franks European, Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years of writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.

Talking Points:

• Covid-19 was a critical talking points as this live broadcast was at a critical time as some states are asking 100% of people to stay at home.Critical to make plans to survive Covid-19. Short, medium and long-range plans
• Stay nimble and be able to move. Protect your family, your team, your business
• Take care of the community and be a transportation hub
• In every situation, there is plenty of opportunities
• On the other side of this pandemic, we will get a lot of opportunities
• As small businesses, we can change quickly
• Adjust your marketing
• Final Quality Controls to deliver vehicles in better shape than when it arrived
• Create the habit
• Add disinfectants because of Covid-19
• Some shop owners argue that we don’t to final inspections because if we find a problem we don’t want to hurt the feelings of our peopleIf you want people to like you sell ice cream. ‘Steve Jobs’
• Don’t do an inspection to catch your people doing something wrong. Use it to improve your systems, processes and to reduce mistakes. We are human.
• Customers will quality control their own car. Don’t let them find something on their own.
• Part of the QC is to be sure pictures are taken of vehicle components to create a base case.
• The QC is dynamic and will change as issues ariseAdd and subtract to the list through a solid review of every step
• Your own QC controls as an owner should be audits of tickets from birth to death to be sure all your systems/processes are working
• We may not expect enough from our people. We set our expectations too low
• In the final QC you will catch a lot. Remember a human is doing the QC review. They will make mistakes. But the goal is to catch 95% or more. You have to QC the QCOnce you let one of the steps go it will become ‘non-important’
• Start by making a commitment to do Final QCInvolve your people. They know what needs to be done
• Chris likes his service advisors to do the QC because they feel the pain with the customer when they find a problem. Technicians do not see the pain from customers when they find a problem.
• Being an above average shop will create survivorship opportunities. Being mediocre will not cut it
• You can’t do a Final QC on most cars. It must happen on every car. No exceptions. This keeps the discipline and habit goingIf a car has a ticket it gets a QC
• Covid-19Sanitizers on customer keys, gloves, counter wipe downs.
• Protect team and clients
• Wipe customer car when it arrives wearing gloves
• Take a video and show your customer what you do. Post on social media
• We will come to your house, wipe down your car and deliver it back.The transaction can be totally done on-line
• Your software, texting, pay by text are all great tools to use
• Relieve the fear of your customer. Show them. Tell them.
• Ask your team if they are OK coming into workConsider their extended family
• Set deliveries on the side
• Have disciplines with your parts suppliers
• Everything that enters your domain must be scrutinized
• Having a team meeting often to discuss how the business will sustain with the most employed need to be talked about.
• Adjust your marketing. Be positive. Call them to tell them what you are doing
• There could be parts shortages and increased prices coming
• Links to the lists Chris Cloutier mentions:https://www.autotext.me/wp-content/uploads/2017/12/QCChecklist.docx
• https://www.autotext.me/wp-content/uploads/2017/12/QualityControl.pdf

Resources:

• A special thanks to Chris Cloutier, Tom Ham and Frank Scandura 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



In the photo, left to right: John Long, Frank Scandura, Jennifer Wiens, Vic Tarasik, Jeannie and David Light, Jammie and Eric Carlson, Carm Capriotto

You’ll learn the value of shop tours from this Remarkable Panel:

• Our host, Jennifer Wien, Ted Wiens Tire and Auto, Host, Las Vegas, NV
• John Long, Shertz Automotive, Shertz, TX
• David and Jeannie Light
• Eric and Jammie Carlson, Ervine’s Auto Repair and Grand Rapids Hybrid
• Frank Scandura, Franks European, Las Vegas. 
• Vic Tarasik, Shop Owner and Coach. Vic’s Previous Episodes HERE.

Key Talking Points

• Take care of our business so we can take care of you
• We are too close to see what is wrong or out of place or even not working
• R & D does not mean Research and Development it means RIP-OFF AND DUPLICATE
  • Some of your best ideas will come from peers. Make them your own and design them to fit your world
• Best way to participate in shop tour is via a twenty-group
• Shop tours can provide you good constructive criticism that great opportunities for change
• Some shop tours will have you interview their people to gain knowledge for the owner who is hosting the tour
• When you do a tour you can provide
• Jennifer Wiens discovered, on a shop tour, a baby changing table. She implemented.
• When you travel consider calling ahead and asking a shop owner if you could stop by and get a shop tour
• John Long has had 30 shop owners at his shop this year so far
• Learn from the observations of ideas of others
• Top three strategies to improve your company
  • Coaching
  • Twenty-Group (networking group)
  • Shop Tours
• Components of Shop Tours an Excellent Peer Review
  • Repair Order Review/Audit
  • Employee Interviews
    • Amazing discovery for the shop owner
    • The premise is to make the company better
    • The owner picks the people in advance and tells them we are looking for way to improve the company. A casual talk. Some people do not want to talk to their bosses
    • Ask about expectations, if they like working there, know about the process, do you have the opportunity in the company, what things would you change
  • Work Flow (shop)
  • Curb Appeal
  • Show Room
  • Vehicle Re-Inspection
• Bring your power of observation to every shop tour
• An outcome of doing shop tours can be the improvement of your facility by learning from others. It can be remodeling, process improvement, additional bays, different software and marketing ideas to grow the business
  • Invest in your appearance

Resources:

• A special thanks to Jennifer Wien, John Long, Frank Scandura, Vic Tarasik, David and Jeanie Light, and Eric and Jammie Carlson for their contribution to the aftermarket.
• Shop Tours Part One HERE.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Facebook   Twitter   Linked In   Email

Subscribe to a mobile listening app HERE.

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

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A re-manufactured drive-train product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

• Frank Leutz
• Bill Nalu
• Greg Bunch
• Bob Greenwood
• Frank Scandura
• Murray Both
• Deb Van Batenburg

Discussion points:

• How to help struggling shops
• Suppliers education on the challenges and opportunities of the service professional

https://www.facebook.com/carman.capriotto/videos/2674264805949844/

Judy Zimmerman Walter is co-owner with her uncles and the CFO of, this 57-year young service business. Zimmerman’s Automotive, Mechanicsburg, PA is a true blue ‘family enterprise’ with 12 out of a team of 29 team members that are ‘IN THE FAMILY’. Zimmerman’s is a top automotive repair facility along with a quick lube and a used car division.

Among her involvement: Women’s Board of the Car Care Council, AASP-PA Alliance of Automotive Service Providers, and the Auto Care Association. Listen to Judy’s other episodes HERE.

Noah Frank, ESQ, enables businesses to excel under increasingly regulated and taxing environments while protecting them from harmful litigation. He is a trusted partner to a variety of businesses, such as manufacturers, professional services, restaurant chains, medical practices, importers, contractors, and closely held companies. 

As a member of the Labor & Employment Practice Group, Noah provides practical and thoughtful advice, strategy, and solutions in a full range of employment, corporate, and workers’ compensation matters. He provides comprehensive labor and employment counseling on compliance, policy implementation, and risk mitigation of wage and hour, discrimination, harassment, leave interference and retaliation claims, including under the FLSA, Title VII, ADA, ADEA, FMLA, OSHA, NLRA, Worker’s Compensation, unemployment, and state and local laws.

He provides advice to cannabis businesses on their employment practices. 

HONORS

• Selected to the Illinois Super Lawyers List of “Rising Stars”: 2012, 2013, 2014, 2015, 2016, 2017, 2018, 2019

Frank Scandura, Franks European, Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years of writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.

Key Talking Points:

There is no legal advice provided in this episode

• Federal level Marijuana remains unlawful
• Some states have legalized it from a medical perspective, recreational perspective or decriminalized it with some small possession like a traffic ticket
• What are we going to with our safety-sensitive positions such as DOT
• Random drug testing is costly and must comply with rules/laws that are on the books

• No law will protect use, possession, consumption or impairment in the workplace. 
• Zero impairment to test drive the vehicle

•  
• Pre-employment testing state by state may be difficult to enforce. Please check with council
• Be sure you discuss liability with your insurance providers including your workman’s comp provider
• Our drug testing policies must be very specific
• If a mandatory drug test after an accident, what constitutes an accident?
• Many shop owners do not want their people to work on their client’s vehicles while under the influence
• The laws have changed access, it is easier
• Blood tests are more accurate than urine tests. You may need an authorization form person 
• No law will protect use, possession, consumption or impairment in the workplace
• How you test for it is different.
• Zero impairment to test drive the vehicle
• For multi-state employers will need to learn each state’s law
• It is time to get the council to outline testing for Cannabis
• Example in Indiana, pre-hire, random, reasonable suspicion post-accident, these tests are fully available to the employer
• In a medical-only jurisdiction, you’ve must understand the scope of the law
• Frank: If you have a drug policy, you need to follow it as an owner/professional. You cannot discriminate and if random drug testing it needs to be purely random.
• Judy has an issue with a performance termination, however, the person was on medical marijuana because of an accident
• Judy consulted many people, insurance carrier, her attorney, medical marijuana specialist, state police, legislators
• Painful experience and loss of respect of team in shop
• Lack of information on medical cannabis. There is an underlying medical issue as it relates to medical marijuana and that privacy is protected.
• We cannot sit and wait because we can become the case that sets an example of what not to do. Spend time with your HR professionals, Insurance providers, and council 
• Worry about wrongful testing, wrongful termination, and wrongful hire, refusal to hire especially when it comes to medical cannabis (there is a confidential nature in this). No one knows today how the courts may decide
• How do we know if an employee is at risk (impaired) in performing their job or driving a client’s vehicle?
• Do we need a crystal clear random testing policy to help minimize our risk to the company, team and client?
• Even if you have a zero-tolerance policy the law in each state will outline if mandated testing can be done.
• Safety is a big issue.
• Some states have laws for testing for cannabis for pre-employment depending on the type of job.
• The laws that legalize the use of cannabis aren’t on the same par with impairment. 
• Tests show use not impairment
• Know your operations, your unique risks, and risk tolerance and update your policies procedures and training to meet your unique needs.
• Speak to council that know employment laws

Resources:

• A special thanks to Noah Frank, Judy Zimmerman Walter, and Frank Scandura for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Facebook   Twitter   Linked In   Email

Subscribe to a mobile listening app HERE.

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A re-manufactured drive-train product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

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

Seth Thorson was educated at a UTI in Chicago where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.

He is the owner of Eurotech which specializes in BMW, Mercedes, and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians are able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.

Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics. He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.

Seth belongs to AASP in MN, BIMRS as well as NASTEF. He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners has helped grow his business. Listen to Seth’s previous episodes HERE.

Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq ft shop has 21 lifts with two flats per lift.

Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry previous episodes HERE.

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability 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 is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo.

Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.

Fanslow’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. Hear Matt in previous episodes HERE.

Frank Scandura from Franks European in Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.

Key Talking Points

• Raise your labor rate today. Charge (get paid) for what you are worth
• Get a business coach
• Start networking
• Join a group/association
• It starts with the owner to get their business into a high-profit zone
• Treat your business as a business.It is an entity
• The majority of shops are not charging enough
• Fear is the biggest reason why shops won’t charge for what they are worthFEAR: False Evidence Appearing Real
• Are we charging the proper labor rate so we can pay for top-level technicians
• Shop owners do not understand business and they need to break through and become a CEO
• Cannot run a great business if you are racing to the bottom.You need cash to create uncompromising success
• Minimum entry into this business is fixing the car right the first time.
• We are using bad reference points in how we set our labor rate and pay scale
• Entities are poaching our talent and those entities do not require the skill that we doWe are losing higher skilled people to lower skilled jobs
• Techs are leaving for all the reasons we have covered in this Academy
• Frank is charging more per hour for working on 24 years and older cars
• Being independent can be a curse
• Tesla charges $250/hour as a shop rate.Just as much computing power in a Cadillac as in a Tesla
• Is moonlighting hurting the industry?Is it pay?
• Most technicians cannot see past their next paycheck.Financial support is necessary to understand their financial need.
• Many say they are not making enough money are really saying that they are spending too much
• They need a budget and you can help with that
• It is what you keep not what you make. A lesson we all need to face
• You need to show your team members what their total compensation isInvisible paycheck shows the entire compensation package.
• Health Care, Retirement, Paid Training, Paid ASE Tests, Tools, FICA, Dental, PTO (Time Off), Uniform, Vacation, and more
• You have intelligence and emotion to deal with in life. It is a balance you need to be aware of.
• Create your organization chart with roles and responsibility
• It is simple math to figure out what to pay your techniciansCost of living, demographics come into play
• Put your numbers to paper. Consider the service writers and technicians pay.
• If you can’t pay what you feel you can, you may be in the wrong market to generate the revenue and margins necessary.
• Start now to make changes to your businessImproved margins
• Increased labor rates
• It is a process and will not happen overnight
• Jerry looks at his business as a factoryIn one side is a broken car
• At the end of the ‘line’, you have a happy customer
• The factory efficiency must be tweaked all the time
• Many reasons you cannot keep great talent can be because of a lack of:Training
• Systems
• Procedures
• Profitability 
• Unorganized, unkept facility
• Marketing
• Tools/equipment
• Environment
• Culture
• Ideas on compensation elementsASE Testing
• Training
• Efficiency
• Comebacks
• Years of Service
• Training hours per year
• Layout a compensation plan so your people know where they can be when milestones happen
• Listen to where your people want to be in their life and work with them to help them reach those goals which will include the right compensation plan
• Seth is using a coaching process to align personal goals to the companyIf he has to pay for a Dave Ramsey class to help them budget and manage their debt
• Frank will provide financial training in his yearly 40-hour requirement for his peopleYour housing should be no more than 25% of your take-home (Dave Ramsey)
• Your people need to earn their keep and you need to evaluate
• Go on shop tours

Resources:

• A special thanks to Seth Thorson, Frank Scandura, Jerry Kezhaya, and Matt Fanslow for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Facebook   Twitter   Linked In   Email

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

Subscribe to a mobile listening app HERE.

Frank Scandura, owner of Franks European, was as excited as I was, because, of the inherent give and take nature of shop tours. Frank was very interested in not only showing off his place but to also get feedback from other shop operators.

Therein lies the great value and objectivity of a good shop tour, learning being transferred in both directions. With different sets of eyes, the shop owner will receive new and/or fresh perspectives through different lenses. As owners, we get so close to our place that we sometimes forget that the old marketing sign from two years ago is still hanging in our front lobby or the broken ladder is propped up on a toolbox.

While the shop owner is giving the tour and explaining workflows and shop design, there is idea exchange happening at all levels; visual and verbal. When you add in a side discussion with the tour participants; there is a big cache of learning going on.

The shop owner who is giving the tour in many cases will have their own ‘V8’ moment as they realize the solution to a problem they have been working on. The phenomena that you ‘learn when you teach’ is alive during shop tours.

However, tour guides must be receptive to the bi-directional throughput. There is much to gain (learn) as your participants ask you to explain some of your why. Our industry has grown so much that shop operators are willing and encourage their peers to attend and give shop tours.

Participants must be willing to give and take as you see and question methods, processes, strategies and tactics of the entire operation. This is a no-stress way to do a comparative review of your operation. Do not hesitate to take notes and pictures for reference. There are many unique ways to solve a problem or improve a system or process. You must always be improving.

Frank Scandura told me a few years ago that he uses a business principle called R & D to improve his business. He says Rip-off and Duplicate (R & D) has been a strong strategy for him.

Whenever you get a chance to receive or give a shop tour, never turn down the offer. You are helping the industry grow and improve by the transference of concepts and ideas.

Imagine if all automotive service professionals worked to improve themselves, their businesses and in-turn the industry. We need more unity in the industry, and we need to create a community supporting each other by exchanging ideas.

Collaboration is the key, there is no secret sauce. You are the reason your business is different. The culture you bring to your business is what makes you unique. How you implement your systems and processes may differ from other shops. There are a thousand ways to run a business. None run alike, unless they are branches. Sharing will help other shop owners improve and therefore we all win. Ever heard the term ‘There is enough business for everyone’?

Shop tours are one of the most unselfish contributions you can make to the industry. Participating in one gives you one the biggest opportunities as an entrepreneur to size up your operation with a colleague, ask a lot of questions and rush back to your shop to involve your team to help implement improvements that will improve your business.

If you have not been on a shop tour, start now. Offer up your place to colleagues in your area. Set the standard that if you come to theirs, every participant will offer up their shop for a tour. Watch how the local market elevates themselves to heights they never thought of before.

Listen to the shop tour episode of the Town Hall Academy www.remarkableresults.biz/a092/

Carm Capriotto
Aftermarket Influencer And Host Of Remarkable Results Radio and the Town Hall Academy Podcasts, Where the Business of the Aftermarket is Spoken.
www.remarkableresults.biz

 Your Learning Curve Never Sounded So Good

The Extreme Value of Shop Tours Panel:

Frank Scandura from Franks European in Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip!

Photo courtesy of Shari Pheasant

He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.

Vinnie Lucido has had his hands in the automotive industry since 1996, starting in High school as a CSR at one of the last 76 Full-Service Gas stations in Reno. He found a passion for helping people through their most prized possessions, their automobile. Vinnie and his brother Anthony partnered together & opened CoAuto in 2014 and have been nothing but success in their new undertaking. Vinnie is ASE certified and has operated in every capacity of the automotive repair field. Throughout his career, he has been a customer service representative, a service writer, a technician, a manager and now an owner. Ultimately, he finds he is happiest when he is in communication with his clients and gets the opportunity to get to know his guests. Vinnie spends his time building relationships and networking and in turn, the shop continues to grow. Listen to Vinnie’s previous episodes HERE.

Deb Van Batenburg is the vice president of Automotive Career Development Center [ACDC] and a former repair shop owner with his husband Craig. She and her husband engaged full time in the understanding of the technology used in hybrid and electric cars. Students worldwide attend their comprehensive six-day trading class called ‘Up Your Voltage’. Deb also writes human interest ideas, business trends and critical thinking for Auto Inc and AASP magazines. Listen to Deb’s previous episodes HERE.

Andy Bizub is a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of and start a turnaround. At bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Listen to Andy’s previous episodes HERE.

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

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

Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. Bill collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill has been a big contributor to the podcast and he currently serves on several industries and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE.

Shari Pheasant, the Queen of Horsepower, believes in building people first and uses her own brand of horsepower to drive people from the inside out. She is a dynamic speaker, multi-award-winning business innovator and president of the Reno-Sparks NAPA Elite Business Development Group. Shari owns A Master Mechanic, with her husband Jeff, and transitioned to an “out of the shop owner” in 2014.

Shari has over thirty-five years of business management, team building, project management, operational development, marketing/branding and sales experience building scalable, sustainable models. Her strategies strengthen the value of your company brand, improve relations and motivate your team to bring in greater profits naturally, confidently and with ease. She has worked successfully with small businesses and companies to create thriving, sustainable cultures that build profit and wealth through accountable, responsible actions. Find other episodes that feature Shari HERE.

Vic Tarasik is the Founder and Managing Partner at Shop Owner Coach. A business management consultant to shops across North America that assists shop owners in achieving their dreams through the intentional application of best practices and personal development.

Shop ownership, public speaking, business management, finance, and leadership skills are some talents he acquired as a service professional that made this position perfect for him. 

A recipient of Montgomery County TX business of the Year and a congressional commendation are a couple of achievements Vic is proud of.

Vic took an interest in all things mechanical at a young age. He worked on a variety of vehicles for friends and family. His interests grew into racing at local drag strips driving his 55 Chevy, which he still owns.

In 1986, he returned to his roots and launched Vic’s Precision Automotive from his two-car garage. The heart of Vic’s Precision Automotive was galvanized for Vic as a boy; he watched his single mom struggle with service providers over the years. When he opened his shop, he was determined to make it a place where female customers felt comfortable. Listen to Vic’s previous episodes HERE.

Jimmy Lea is the Regional Sales Director at Kukui Corporation. Kukui enables success. The Kukui All in One Success Platform® empowers Independent automotive shops with quantitative data showing their return on investment, the number of new clients based on their POS system, statistics revealing their customer retention rate, and areas to improve their business through the tracking of phone calls, appointment forms, digital inspection results, and feedback from customer reviews.

Key Talking Points:

• Understanding the client experience. This allows you to walk into a new shop and have a clean slate & an unbiased perspective of what the client is experiencing. Its too hard to analyze your own tornado, as your in it. It’s much easier to see issues with other shops from an outsiders perspective.
• Gaining a new perspective into your own shop by visualizing & feeling what other shops are doing then noticing where you can Improve your space. The end result may be taking some of those good ideas and implementing them in your own shop. I do not consider this stealing as if we better our services then our industry as a whole will be lifted.
• Establishing relationships with other shop owners. No one understands a shop owner like another shop owner. Visiting other shops allows you to converse with the owners and staff about what’s working and what’s not working. In the Independent automotive industry its all to common to keep things to ourselves and not share with other shop owners. Sharing our struggles and triumphs can be very helpful and positive to our fellow shop owners and our industry as a whole. 
• Learned not to work on pre-1995 and older vehicles
• Reach out when you visit a city and tour a great shop.
• You will find ideas to compare what you are doing.
• Willing to share your ideas and success will help elevate the entire industry.
• Share facility ideas. Both can learn.
• Ask questions to find out why ‘things’ are what they are.
• Work hard to build the comfort level of your clients. Vinnie Lucido.
• R & D: Rip off and Duplicate and make ideas your own.
• When you are in your tornado you cannot see what is wrong or analyze an issue because you are in it too deep. It may take a visit from another shop owner to ask a question to get you to re-think what you are doing.
• Start locally. Call up a friend across town.
• When you travel to look up a top shop and call to get an appointment to visit.
• Use social media to search for or request a shop tour in a city you are going to be in.
• Shop tours help build your network.
• Twenty groups by rule do shop tours and benefit their business through this learning mode.
• Be honored if you get asked to offer your shop for a tour.
• On shop tours:Andy learned a lot about intercommunication among your team.
• Vinnie looks for what makes shops unique.
• Frank says: Don’t be afraid to make a decision and don’t let analysis paralysis cloud action.
• Greg Bunch: Visited a shop in Ireland. Challenges on tariffs to buy equipment. They use forklift type lifts. No waiting room. They have a four-year program for technicians with six months doing apprenticing. The real diag guys run around in their vans. There is a higher respect for technicians and the industry in Europe better than the US.
• Shari hears the excuse, ‘It’s different here’ (overused)
• Deb says that if your webpage and physical presence do not match you will get a big disconnect with your brand.
• Jimmie Lea says that ‘curb’ appeal is critical.There is no tech shortage at shops that are involved in education either high school or post-secondary.
• Vic recommends that you listen to everyone while you are in the shop. Listen to the Advisors, Technicians, and all the staff. They see a lot more than we think and might have valuable ideas we might not have considered.
• When on a shop tour ask a lot of questions to the entire team and share with the owner.

Resources:

• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Facebook Twitter Linked In Email

The Town Hall Academy is supported by:

Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.

Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.

Your Learning Curve Never Sounded So Good



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.

Tom Lambert, Automotive Manager at Shadetree Automotive. Tom Lambert got his start right at home.  His dad and uncles always had projects going on in the home garage.  During the summer vacation, his dad would have Tom remove engines from the vehicles that were being sent to the local machine shop for rebuilding.

He signed up for business management at a local community college and attended night classes and sometimes would have to go back to the shop and finish up jobs.

The business continued to grow. By 2007, the operation was doing over 1 million in sales.  By 2013, they were doing over 2 million in sales. This was such fast growth but they never seemed to get ahead financially. Even the financial management classes helped a bit, but they never truly got a great grasp of their finances.  They were too busy working countless hours in the business to keep up with demand instead of taking a step back to figure the business out.

In the past three and a half years, Tom and his dad have made strategic adjustments in the business.  They are now a $2.5 million dollar a year shop with 10% annual growth and profitability. They continue to improve every day.  Tom says he has the best team and a strong culture. In January 2017 Tom bought his dad completely out of the business.

Tom struggled for many years because he had lost the passion for the auto industry.  After receiving all the guidance and coaching over the past few years, he is rejuvenated and has more passion than ever and is currently doing everything he can to pay it forward to other local shop owners. Tom’s previous episodes HERE.

Frank Scandura from Franks European in Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988.  After years writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.

Key Talking Points:

• Thinking you can do everything yourself.
• Get out of your own way in thinking you built your entire business.
  • Frank realized that he needed to give his team the tools and get out of their way
  • Stop being a Micromanager. Help your people understand your systems and processes and get out of their way then guide them.
• You need to accept their way to do the job. Your systems, processes and policies will guide.
• Allow mistakes from your people because you made many. They will cost you money as they did you, however, be sure there is a teaching moment after the mistake was made.
• It is not what you don’t know it is also about what your people don’t know. You need to pay attention to that and find ways to get them this education and/or training.
• Bambi shares a very intimate story of near failure in turning around her company.
• Frank started to read to get better.
• Problem with a business owner is that you are the problem. 
• You must hold yourself accountable if you expect your people to be. 
• It is all about your reaction to what happens to us.
• We can hire smarter than us. And let them do what you hired them to do. Basically, fire yourself.
• Hiring and firing can bring you anxiety. Too many take the person’s word. You want the person across from you in an interview to be the one, so you work to prove that they are the one. (A Mistake)
• Tom Lambert now hires off the culture in his company.
• It is OK to fire customers.
• Coupons and discounts for Tom Lambert is a learning curve for him. He stopped doing any type of marketing to drive car count.
  • If he has a customer that needs a discount he knows where to send them.
  • If he has a customer that need work immediately he knows who to send them to.
  • He provides 25% more value to his customer which justifies his narrow target customer.
• There are two different business models or mindsets. The discount world or the value world. Bambi Crozier. She has chosen the value way because it is less stress on here people and her customers.
• Model of value a model of value came to Frank when his customers said to him they didn’t come to him because he wasn’t the cheapest.
• Financial learning curve must be discovered. You must learn all about the numbers. Do not pretend that you know the numbers and how they are calculated and which numbers are critical to your success.  
  • Key numbers:
    • Average Repair Orders (ARO)
    • Tom used to run a lot of cars with a low ARO
    • He is running 13.5 car count with an $800 ARO from a $400.
    • Year over year growth.
    • Break Even.
    • Know your monthly number.
    • Gross profit percent was key for Frank. You pay bills with Gross profit dollars.
    • Effective Labor Rate is more important than your door labor rate.
• Training is Tom Lamberts biggest life changer to him.
• Get a good CPA and an HR company on board.
• Depend heavily on your people.
• Laugh at your mistakes.
• Failure is OK as long as you learn from it.

Resources:

• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• A special thanks to Bambi Crozier, Tom Lambert, and Frank Scandura.

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