Your weekly broadcast production with wisdom shared by our guest host and a virtual shop tour. There is a trivia challenge.

• Guest host, Chris Chesney, Sr. Director Customer Training, Carquest Technical Institute. Chris’s previous episodes HERE
• Virtual Shop Tour with Judi Haglin, Haglin Motors. Denver, CO. Judi’s previous episodes HERE
• Trivia Challenge: What Brand on April 29, 2004 Closed its Doors? It was the Oldest Automaker.

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

In honor of March’s Women History Month, I assembled a panel of lady shop owners to discuss the women’s role in the aftermarket. The ladies brought some wide-ranging perspectives and I loved the trajectory of this discussion. No matter your position or gender in our beloved aftermarket give this episode your due. The ladies were on fire.

The Panel:

• Emily Chung, AutoNiche, Markam, Ontario
• A licensed Automotive Service Technician
• Teaches in the Automotive Business School of Canada at Georgian College
• Degree in Psychology and Business
• Dr. Laura Shwaluk, The Auto Shop, Plano, TX
• Bachelor of Science in the field of Cellular, Molecular, and Microbial Biology and a doctorate in Chiropractic with certificates in neurology, applied kinesiology, nutrition, and functional endocrinology. She practiced wellness and functional medicine in Texas for 20 years and is the author of three books.
• Karen Manelas,(Man-El-IS) Auto Care Plus, NH
• Hold a Bachelor of Science degree in Electrical Engineering.
• Works with her Husband since 2004. Now with 7 locations
• Judi Haglin, Haglin Automotive, Boulder, CO
• In business with husband Dana
• An ATI Coach and leader of the Leading Ladies 20 Group
• Danielle Bohlmann, HWY 7 Service Center, Newell, IA
• Creating work-life harmony with husband Brett
• Spending more time away from the business lately
• Contributed to three podcasts

• Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.
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• Find every podcast episode HERE.
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• Key Word Search HERE.

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

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Your weekly broadcast production with the wisdom shared by our guest host and a virtual shop tour. There is a trivia challenge and a special fortune cookie wisdom shared. 

• Guest Host Judi Haglin from Haglin Automotive talking about getting back to basics. Judi’s previous episodes HERE.
• Virtual Shop Tour by Kenny Wedow from Fine Tuned Auto in Broomfield, CO. Kenny recently built a brand new facility. Kenny’s previous episodes HERE.
• Trivia Challenge: What do Bentley, Bugatti, Lamborghini, Audi, Ducati, and Porsche have in common?
• Listen for the fortune cookie wisdom of the week

Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

• Emily Chung, AutoNiche, Markam, Ontario
  • A licensed Automotive Service Technician
  • Teaches in the Automotive Business School of Canada at Georgian College
  • Degree in Psychology and Business
• Dr. Laura Shwaluk, The Auto Shop, Plano, TX
  •  Bachelor of Science in the field of Cellular, Molecular, and Microbial Biology and a doctorate in Chiropractic with certificates in neurology, applied kinesiology, nutrition, and functional endocrinology. She practiced wellness and functional medicine in Texas for 20 years and is the author of three books.
• Karen Manelas, Auto Care Plus, NH
  •  Holds a Bachelor of Science degree in Electrical Engineering.
  • Works with her Husband since 2004. Now with 7 locations
• Judi Haglin, Haglin Automotive, Boulder, CO
  • In business with husband Dana
  • An ATI Coach and leader of the Leading Ladies 20 Group
  • On Yesterday’s Aftermarket Weekly
• Danielle Bohlmann, HWY 7 Service Center, Newell, IA
  • Creating work-life harmony with husband Brett
  • Spending more time away from the business lately
  • Contributed to three podcasts

The Panel:

Bryan Gossel, BG Automotive, Fort Collins CO  Brian’s Previous Episodes HERE.

Phil Carpenter, Director of Operations, Urban AutoCare and Avalon Motorsports.

Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981.

Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.

They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Judi’s previous episodes HERE.

Brad Pellman first started working in the automotive industry at the age of 15 and over his career has held a wide variety of jobs at both dealerships and independent repair shops. In 1995 this dream of owning his own shop became a reality when he opened up Pellman’s Automotive in Boulder, CO with his wife, Lisa.

Brad is ASE master certified and AAM designated as well. He is currently on the Board of Directors for ASE and ASA Colorado, with past board involvement with CCPN and the TECHNET Automotive Council. He has had the added privilege of being designated as one of the Motor Age Top shops in the country. And hopes to continue to raise the awareness and importance of Independent automotive repair across the country. Brad’s previous episodes HERE.

Key Talking Points:

• Training is Maintenance
• Why is the participation low at so many regional and/or national events
• Listen to the commitment from Phil Carpenter as to the number of venues and how many of his team are going to matter how far including Vision, ASA Colorado Summit and STX
• Localize training with your fellow shop owners. Don’t call them competitors call them allies
• Classes for technicians, service advisers and owners
• The power of networking beyond the training
• Build grassroots in your community and create a culture of sharing
• Be the hand up not the handout. Give.
• Also, be willing to receive and then implement a great idea. Don’t regret for years not implementing
• Realize that there is enough business for everyone. You cannot fix all the cars
• A good shop wants the shop across the street to be as good as them
• Same faces show up for training
• When will shops hit the wall because they are not training? Many may have already
• Bring in national trainers to your marketplace, get together with your allies and split the costs
• Have all local competitors work together on training. There is no competition when it comes to the power and value of training
• If you don’t implement the key things you learn you just wasted your time
• When you teach you learn
• ADAS training should be required for all owners, techs and service advisers. Understanding the complexities and calibration routines will help communicate with your customer and respect the technology while working on an ADAS equipped vehicle
• Asking for help is a sign of strength not weakness
• Consider a training bonus at year-end
• Pay for all training
• Do not ask for a written commitment to stay with the shop after you invest in training
• Find a close friend who owns a shop and work together as collaborator and an ally

Resources:

• A special thanks to Bryan Gossel, Brad Pellman, Phil Carpenter, and Judi Haglin 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.
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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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



The Panel:

John Eppstein is the owner of John’s Automotive Care in San Diego, CA. He is the incoming ASCCA President. One thing he credits for his success is making his customer his main focus. John was honored as the 2016 NAPA ASE Technician of the year.  Hear John in our one on one interview in episode 119, 200 and Academy 003 on the Top Qualities of a Service Advisor. Look for John’s other episodes HERE.

Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981.

Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.

They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Look for Judi’s previous episodes HERE.

Keith Williamson is the owner of Williamson’s Repair and Tire in Bondurant, IA for over 20 years. He is a member of MWACA where he leads the Shop Owner Support Group (an amazing group of shops) in Iowa. He and his team focus on the customer experience, as well as Hybrid, Electric and emerging vehicle technologies. He recently added a solar array to his building and uses a Toyota Prius and Chevrolet Volt as shuttle vehicles and plans to add more hybrid and electric vehicles as they continually update their loaner fleet. He is a member of RLO Training’s Bottom Line Impact Group for 4 years. Listen to Keith’s previous episodes HERE.

Lisa Eckler is an executive assistant by trade, and a native upstate New Yorker – and somehow managed to marry a Red Sox fan!  Lisa’s background in office management and marketing brought a new facet to the business. When she left her position three years ago, Lisa became the business and marketing manager for Foreign Car Specialists.  In her new position, she has increased customer awareness for the business, increased the shop’s search engine optimization (SEO) and has brought the business to the first page of Google’s organic rankings for search engine results.

Lisa has two boys who are grown and gone and a daughter still at home.  Kevin’s teenage daughter and son live with them full time and rounding out the family are four cats, a perfect dog and 11 chickens who provide breakfast and entertainment daily. Find Lisa’s other episodes HERE.

Key Talking Points:

• You need to be in a good place in your business where you need help or a bad place and you need help, twenty groups are for you. You must be willing to commit to the process and responsibility
• You don’t know what you don’t know and discover that in a big way by joining a twenty group
• Learn quickly what basics you need to start fixing
• You’ll learn to give a higher level of customer service and give exceptional service
• Judi is experiencing an explosion in your business since she is focused in another area with ATI to support its 20-Group program. Without Judi, the business is flourishing.
• Besides national groups, there are regional twenty groups
• Find close friends that are all willing to help you with your success and even take your call then things are not going well. Lean on each other.
• There are local groups such as NAPA’s BDG (Business Development Group). Jasper has some groups like this. But they are not exactly like twenty groups, but they are there to help.
• Travel in twenty groups can be limited to twice or three times a year and ZOOM meetings monthly supplement
• Google Drive is supplementing the ease to share your numbers and even ads used to hire
• One of the biggest values from twenty groups is accountability
  • It is not easy to accept accountability from your peers especially if you are not strong enough to hold yourself accountable
  • It is OK if you are struggling and being held accountable will help you and your business to blossom
  • You are looking too closely at your business. Backing up and getting a bigger picture will help you see what is wrong
• Many who going twenty groups find themselves at the bottom of the metrics. The goal is to grow your success by measuring your success
• You’ll find members in your group that have special strengths to pull from. They are for you to use
• Some twenty-groups use this time for social, to get to know each other and some for philanthropic purposes
• Grow as a leader and become a reader (readers are leaders). Books on Tape and podcasts are great resources for learning
• Other networking opportunities like BNI are places you can get help
• Great ideas on what to do beyond the shop: Mentoring
• Many did not enjoy going to work until they joined a twenty group
• Twenty-groups help you find and pull the levers of change
• Twenty-groups do shop tours:
  • You get a chance to have your peers review you. All details.
  • Accept what you learn and start your transformation
    • Can be difficult to do
  • You’ll discover things you already knew you had to do (why not do them?)
  • You’ll learn things you did not know you needed to change
  • Judi has done a virtual tour for her group and learned a lot and learned a lot more when there was an actual shop visit from her twenty-group peers.
  • A marketing survey ‘Do you own your own neighborhood’ Survey of local businesses by your twenty-group members
• Financial measures and goals are one of the first things you’ll start to learn in a twenty-group
• You learn a lot about the soft skills that make you a better leader
• Most owners are car people and not business people. Hence the value of a twenty-group
• The panel believes they get an ROI on the costs they spend on going to their twenty-group meeting

Resources:

• A special thanks to John Eppstein, Judi Haglin, Kieth Williamson and Lisa Eckler 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.

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Town Hall Academy Sponsored by:

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

The panel says that soft skills training helps build a stronger, flexible and harmonious organization. Leadership training is not just for the leader today. Everyone can benefit from being a better listener, which is the #1 soft skills or life skills training we all need to have.

In support of your work to build an enduring business culture one of the best tactics you can implement is soft skills or life skills training. Consider the message in this episode as an important component to building your enduring business culture.



Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981.

Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.

They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Look for Judi’s previous episodes HERE.

Kyle Holt is the President of S/P2 (sp2.org). S/P2 serves businesses and career tech schools in the automotive service, collision repair, heavy-duty/diesel, welding, construction, cosmetology, and culinary industries. S/P2 is used by over 175,000 students and employees every year across North America.

S/P2 provides industry-specific, online training in safety, environmental, ethics, human resources, and soft skills. S/P2 also works to help entry-level technicians enter and stay in the industry with S/P2 Careers – the largest resume database of entry-level technicians – and S/P2 Workplace Mentoring – a systematized mentoring system to train and track the progress of entry-level techs.

An entrepreneur with a strong background in e-learning and web-based systems, Kyle is passionate about providing businesses and career technical schools the ability to utilize technology to improve the lives of students and employees everywhere. Listen to Kyle’s previous episodes HERE.

Jeff Peevy, President of the Automotive Management Institute (AMI), a 34-year industry veteran who has spent the past 20 years involved with education and research.

Jeff discusses and drives home an important strategy on ‘Building A Learning Culture’ in your business. This episode can be distilled down to four words: Let’s Go Learn Something! Listen to Jeff’s previous episodes HERE.

Key Talking Points

• AMi survey
  • Over 80% of employees still employed over five years when listening, communication and interpersonal skills are possessed by team members. They were rated above average or excellent in these soft skills.
• Soft skills training also helps at home and in personal relationships and with retention
• The boss may lack these skills which make him/her difficult to communicate with
• 83% believe that soft skills training will help their business
• We hire for skills and not for attitude and soft skills   
• SP/2 attacks this issue from a CTE perspective (Career Tech Education) programs
• Soft skills will most likely win the interview than tech knowledge
• Are your people coach-able? Then can learn soft sills
  • Not hard to teach computer skills
• Judi has a game night once a month. It is a safe place where anything can be discussed
• Soft Skills starts with the owners and leadership and should include shop managers, service advisors and technicians of all levels
• A good mentor should have great soft skills
• Jeff Peevy says listening is the single most important   life skill to learn
• Talking and listening is not communicating
• Soft skills training is easier than technical training
• Keep in mind soft skills don’t appear in high school or college curriculum’s
• We are no longer fixing cars but satisfying customer needs
• Your ‘great place to work’ is steeped in a great culture driven by soft skills training
• Soft skills can be viewed as Life Skills or Survival Skills at both home or work
• Soft skills training is not generational in need. It is universal
• Judi says the millennial generation is demanding soft skill training
• Jeff Peevy, in a survey without exception, is a leader had to some workers go, they would keep the millennial
  • They have grown up with the rate of change and technology
• In our industry, we usually look through technical lenses, but we need to learn how to look through the ‘life skills’ lens.
• Great story, from Judi, about an applicant who arrives without a pen. Give them one, a red pen. So when you review the application in the future the red ink signifies they came unprepared to complete an application
• Instructors in CTE have challenges to help their students not only find their first employer but the right employer.
• You learn professionalism and if is developed with soft (life) skills training

Resources:

• A special thanks to Judy Haglin, Kyle Holt, and Jeff Peevy 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.

Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981.

Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.

They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Look for Judi’s previous episodes HERE.

Key Talking Points:

• Power over data is important to help move your business forward
• Knowledge is great but implementation is most important
• You must track your marketing source to evaluate your marketing ROI
  • How did the customer find us? Just ask. Enter in your POS system
  • Track number of visits from the original source.
  • Are your customers that you get from sources coming back for a second or third time. This is a critical part of understanding your investment
  • Judi believes if they come back by the 3rd time, they are a ‘customer’
  • Your data will build up either acquisition or retention
• Judi is making good decisions
  • Her online presence is where she should spend her money
• There are no marketing silver bullets
  • Based on your demographics
  • Try many different things
• Know your data to verify that your money invested will bring you a return. Best way is to ask your customer where they found us.
• Know your one-time visitor percentage and the source of it. That will help you understand if you should keep investing in that source.
• Frequency is very important
• New customer percentage
  • Are you gaining 20% new customers a year.
  • Stat you lose 10% every year

• A special thanks to Judi Haglin for sharing her passion – For The Record.
• Books mentioned in the content library HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Email Carm HERE.

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This episode is brought to you by FlexCheck Auto Digital Vehicle Inspection Software.

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The Panel:

Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981.

Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.

They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Look for Judi’s previous episodes HERE.

Tom Palermo is General Manager of Preferred Automotive Specialties in Jenkintown, PA. Tom is a world class Master Technician and a Certified ASE Advanced Level Technician, is certified from ASE including Master Auto, MasterTruck, Master Truck Equipment, Master School Bus, Master Collision, Master Transit Bus, L1, L2, C1, X1, P2, F1 Besides the 2015 NAPA/ASE Technician of the Year, Tom also earned the 2011 AAIA-ASE World Class Technician Award from the Automotive Aftermarket Industry Association, National Institute for Automotive Service Excellence, and the Best Tech of the Year award sponsored by WIX Filters. The majority of Tom’s business is fleets. Listen to Tom’s previous episodes HERE.

Mark Roberts is the owner of Roberts Properties, Inc, Managing Partner of Total True Automotive dba Schertz Auto Service, Craftsman Building and Renovation LLC. He is also partnered with a Local Custom Home builder. Mark is also the former owner of Auto Collision Works. He grew up in Schertz and has been a resident since 1969.

Mark also serves on the Board of Directors of Guadalupe Valley Electric Cooperative, Guadalupe Valley Home Services Corporation, and the Guadalupe Valley Economic Development Corporation. Listen to Mark’s previous episodes HERE.

Key Talking Points:

Tom Palermo

• Identify talent and put employees on a path to success early.  A good interview process can get the ball rolling here from the start.  
• There are people that need to get comfortable before they can show their full potential so be sure not to box anyone in.  The inverse to that would be to understand the limitations of each person and don’t put them in a position to fail. The ability to do this comes with time and experience.
• Don’t micromanage.  We have all done it and it has never worked.  In order to get employees to take ownership and lead, you have to give them the reigns and let them steer.  Develop a training program that gets them up to speed on your policies and procedures quickly. Once they are up to speed let them do their job.  Support them when they need it but don’t subvert the process by doing it/thinking for them.
• Use team building events and exercises to get everyone on the same page.  I like to utilize events done as a group as opportunities to build relationships between employees.  Having a good relationship outside of the day to day changes the way people interact in the heat of battle.  This is critical to groom today’s employees into tomorrows managers. These events could be anything that gets everyone together to learn and/or have fun.  ie training, fun events(track nights, dinner out, etc), lunch and learns, etc…
• Lead from the front!  The best way to motivate and encourage leadership qualities in employees is to make sure they understand that you are willing to do whatever has to be done to succeed.  When they understand you’d never ask them to do something you wouldn’t do or haven’t done, employees respect you and are more willing to take ownership and ultimately succeed.

Mark Roberts

• 70:20:10 Principle
  • 70% of learning happens through experience, such as daily tasks
  • 20% through conversations with other people such as coaching
  • 10% through traditional training programs.
• Leadership happens mostly through experience.
• Delegate don’t dump – You have to slowly start giving them projects and tasks and provide the training or tools to complete the tasks.
• Allow them to make mistakes  
• Everyone should have a mentor and be mentoring others

Judi Haglin

• Lead by example
  • Wonderlick cpp and bird test behavioral profile
  • Know your people. Find their strengths
• Find out what motivated each individual
  • Goal posters
  • Team goal posters
• One one ones
  • 10 questions how can I help
  • Item to work on
• Core values and culture
  • Set your core values to attain the behaviors you want from your team
• Blameless problem solving
• Know yourself
• My sticky note is my friend program.
  • If I write it down, I need to delegate it.
• Take time to think. It is a job of yours. Schedule it.

Resources:

• A special thanks to Judi Haglin, Tom Palermo, and Mark Roberts 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.

The Panel are members of ATI’s female only twenty group the ‘Leading Ladies’. Pictured above Shelle Bennett, Judi Haglin and Kelli Weatherby.

Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981.

Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.

They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Previous episodes HERE.

Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994

Their time building Accurate Automotive, Inc. has been very adventurous. Along the way they have been fortunate to have received awards but mostly Kelli treasures her involvement in ATI and being a part of the sole all women 20 groups, Leading Ladies.  

Kelli is the mother of 2. Morgan (daughter), Corbin (Son) both married now and working in their careers. Corbin is a father of 3 which makes me a Nana who LOVES to spoil her little’s!!!   Listen to Kelli’s previous episodes HERE.

Shelle Bennett Mike’s Kars, Inc. Gettysburg, PA and her husband Mike purchased the business from Shelle’sparents in 2001.  (Her parents started the business in the late ’70s.)  Shelle joined the business in 2003 to help continue the transition from parent to child.  As we transitioned, grew the business and made it more efficient, Mike needed another challenge and became a coach with ATI.  At that time my parents had been out of the business for a few years and that left me at the helm.  So … since spring of 2011 I have been solo – of course with Mike, my ATI coach and the Leading Ladies 20 Group a phone call or text away for support. The shop has 4 bays, 3 techs, 2 service advisors, 1 admin assistant.

Key Talking Points:

• Women owners in an ATI twenty group.
• They work hard in their group and they have homework and it is frowned upon if it is not done.
• They’ll do a zoom meeting and they have a private Facebook Group.
• They collectively read a book and then discuss their take-a-ways.
• Business Culture is very important to this group.
• They love to talk business.
• Confidence is a great result of the twenty group.
• They’ve used the Bird Test to evaluate their compatibility to their teams and each other. Knowing each other’s unique and distinctive traits that clarify personality and innermost being.  
• The power of the group is the group. We are safe inside the group. We have a safe learning environment.
• The secret to the success of the business is YOU.
• Give your team a voice in changes in the business.
• Too many shop owners do not have humility in order to make a change and grow their company.
  • They need to look up and start to network.
  • Start looking long term and not on getting out. This mentality will not help grow your business.
  • Get involved locally.
• Fear of sharing holds shop owners back.
  • There is enough cars/work for everyone.
  • Business is a forever rollercoaster of opportunities and challenges
  • Let your vendors know you are an open shop   
• Technology will be an extremely important factor to pay attention to.
  • E-commerce with parts buying issues will become factors in our business plans
  • Installing customer parts will become an issue to deal with.
  • Is it possible to sell ‘labor’ online and sell a package of hours to the consumer?

Get in touch with Judi, Shelle, and Kelli via Carm’s email HERE.

Resources:

• Thanks to Shelle Bennett, Judi Haglin and Kelli Weatherby 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.
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events    Speaking

This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com

Subscribe to a mobile listening app HERE.

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

Judi and Dana Haglin owners of Haglin Automotive Inc. is a full-service auto repair shop in Boulder, CO, they’ve been leaders in the Boulder auto repair industry since 1981.

Judi and Dana have a super working relationship and they explain how that happens. There are certain rules that create harmony for them. They pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.

They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Previous episodes HERE.

Key Talking Points:

• For Kim and Rob, there are two different personalities. One at home one at work.
• Advice for successful communication- take a communication style to learn about each other and then learn how to have the others ‘conversation’. There is an episode on this topic, the DISC evaluation to best understand each other’s communication style. Understand strengths and weaknesses and how you can be efficient together as a team. See episode on DISC HERE.
• Work life and home life personalities often separated- being apart of both can be eye-opening and challenging
  • Learn which buttons to press and not press, when to approach things and how to communicate with each other
  • Wife has to still prove themselves to employees and spouse
  • Have boundaries to prevent overflow of work-life spilling into home life together otherwise the work will never end- always be respectful and mindful of each other
  • Don’t let business take over the family, you have business for the family and for your employees family and your customers
• Balance and keeping each other in check
  • Knowing partners strengths and weaknesses to help better the business and customer service  
  • Look back as much as looking forward to seeing the progress and changes you’ve made
• Making decisions together
  • Have to trust and support each other in order to make change in business, need one on one time together
• Reaching out and helping other businesses will only make the industry stronger
  • Start with one new relationship at a times. Share in your success  
• Recognize and appreciate your partner’s strengths. Let them do it.
• Advice for successful communication- take a personality test (DISC) to find out how you can be efficient together as a team. Know yourself and all of your team. See episode on DISC HERE.
• To make it work have your partners back.
• Don’t let the business take over your family.
  • The marriage is more important than anything.
• Perfection does not exist.
• Look back and see where you came from. This will provide you with a perspective on your accomplishments together. Better together than apart.

Resources:

• Thanks to  Kim and Rob Auernheimer, and Judi and Dana Haglin for their contribution to the aftermarket’s premier podcast.
• Link to Haglin Autocare HERE.
• Link to C and S Auto HERE.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email    Events    Speaking

This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com

Judi and Dana Haglin owners of Haglin Automotive Inc. is a full-service auto repair shop in Boulder, CO specializing in preventative maintenance and vehicle repair. They’ve been leaders in the Boulder auto repair industry since 1981.

Judi and Dana have a super working relationship and they explain how that happens. There are certain rules that create harmony for them. They pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.

They received Motor Age’s Top Shop honor in 2015. Key to their success is  they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”.

Dana was honored as the ASE / Car Quest Tech-Net Master Technician of the year in 2013. Haglin’s has been recognized by the Automotive Training Institute (ATI)  with many awards.

They are cutting edge with process and technology. Dana looks for every training opportunity he can find for his technicians and Judi zero’s in on Marketing. She love marketing but only if she can justify a strong ROI.

They love to find new ideas through networking and do it through their business coach, ATI, and through ASA Colorado and the Boulder Chapter.

Giving back to the community is extremely important to the Haglin’s. Over the years they have donated several vehicles to Justice High School for the highest achiever, and each spring have sponsored an Erie High School student to participate in the Hugh O’Brian Youth Leadership Camp.

Over the years, as their reputation for excellence grew and their customer base expanded, they moved in and out of several locations in Boulder. At their current location they have 12 bays, 11 lifts, an alignment rack and a cozy customer lounge.

Talking Points:

• Uses Disney’s principles in their business
• We care about our teams input
• Dana takes care of the technician team.
• Marketing is Judi’s Passion and keeps up with the ever changing challenge to find the right blend.
• Looking at the difference between leader led and on-line courses in their training mix.
• They got married, graduated college and started the business in the same year.
• Just added Podium to their marketing efforts to help get 5 Star reviews.
• They get about 10-12 new customers a week based on their Google Reviews
• She sees Facebook as a conversation and will start
• Will create her private you tube page to hold her video SOP manual on-line. (A new idea)
• Looking at a telematic solution to engage their customer.
• Secret on how they made sure they limited their conflicts as husband and wife shop owners. Their personalities are compatible.
• Dana has been mentoring young technicians for years.
• They dive in the Caribbean to relieve stress and Danna has his pilot license.
• Active in the Boulder Chapter of ASA

Haglin Automotive Website

Haglin Business Profile:

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email

This episode is brought to you by Federal-Mogul Motorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com