Join our panel of shop owners as they discuss the worst advice they’ve received in the automotive business: “Be the cheapest in town; it will get you more business.” “Don’t give a price over the phone.” “Don’t get personal.” “DVI’s are not worth the extra time.” “You’ll never make it because you’re too honest.” “Don’t hire a business coach.”

Bill Nalu, Interstate Auto Care, Madison Heights, MI. Listen to Bill’s previous episodes HERE.

Judy Zimmerman Walter, Zimmerman’s Automotive, Mechanicsburg, PA. Listen to Judy’s other episodes HERE.

Jesse Matthews, Matthews Mobile Mechanic LLC. Listen to Jesse’s other episodes HERE

Brian Winograd, Broadway Transmissions and More, Red Lion, PA

Show Notes

• Watch Full Video Episode
• Judy’s Experience with Cheap Advice (00:02:57) Judy shares her father’s experience with advice to be the cheapest to attract customers.
• Bill’s Perspective on Pricing (00:03:47) Bill discusses the pitfalls of being the cheapest and the importance of quality over price.
• Brian’s Insights on Industry Standards (00:06:29) Brian emphasizes the value of hiring professionals for quality work in any industry.
• Communication of Value (00:10:46) Brian highlights the need for better communication of the value provided to customers.
• Jesse’s Coaching Advice (00:12:22) Jesse recounts his father’s skepticism about business coaching and the importance of seeking guidance.
• Brian on the Value of Websites (00:14:03) Brian recalls being advised against investing in a website, which he later found invaluable.
• The Inner Business Person (00:16:44) Carm discusses the concept of the “inner business person” and its importance in business growth.
• Judy’s Advice on Competition (00:17:47) Judy shares a piece of dubious advice about removing competitors’ oil stickers, highlighting ethical concerns.
• Shop management systems (00:18:28) Discussion on the significance of effective shop management systems for profitability and efficiency.
• Handling customer inquiries about pricing (00:20:45) Exploration of the complexities surrounding giving prices over the phone and customer engagement.
• The art of conversation with customers (00:21:04) Emphasis on the need for better communication skills to engage customers effectively.
• The value of customer trust (00:22:45) Discussion on how to build customer trust and the importance of in-person interactions.
• The role of visual aids in service (00:26:12) Highlighting the effectiveness of visual aids in explaining vehicle issues to customers.
• Customer misconceptions about vehicle maintenance (00:27:20) Addressing common customer beliefs about car longevity and the need for regular service.
• The value of coaching in business (00:28:30) Discussion on the advantages of hiring coaches for personal and business growth.
• Mentorship groups as a resource (00:31:34) Exploring the benefits of mentorship groups for shop owners seeking guidance and support.
• Accountability in coaching (00:34:35) The importance of having a coach who holds you accountable for your business actions.
• Discussion on Humility and Growth (00:34:48) Brian shares his journey of learning humility and the importance of accepting advice for personal growth.
• Confession and Reflection (00:37:12) Carm acknowledges Brian’s confession about recognizing personal issues as a barrier to success.
• Advice on Social Media (00:37:49) Carm warns against seeking advice on social media, emphasizing it can lead to poor decision-making.
• Critique of Low Pricing Strategies (00:38:21) Judy discusses the dangers of lowballing business prices to attract customers, advocating for value instead.
• Integrity in Business Practices (00:39:15) Brian reflects on the importance of honesty in business, sharing a personal story about integrity.
• Finding Mentorship and Growth (00:41:47) Jesse emphasizes the value of mentorship and learning from various sources to improve business practices.
• Shift from Training to Education (00:43:10) Carm proposes changing the terminology from “training” to “education” to enhance the learning experience.
• Personal Investment in Business (00:44:25) Bill stresses the importance of taking business personally and aligning it with core values for success.
• Educating Customers (00:46:06) Carm concludes with the need to educate customers about services rather than simply responding to their demands.

Thanks to our Partner, NAPA TRACS

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

Thanks to our Partner, Auto-Fix Auto Shop Coaching

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

Thanks to our Partner, Today’s Class

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

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Show Notes:

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

Connect with the Podcast

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

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

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

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

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

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

How do you stop having a job and start having a business? It all begins with the foundation of core values. Don’t ‘thesaurus’ your way to writing them down once on a piece of paper. Your core values are the essence of who you are and what you stand for. And guess what? Your company’s core values involve your entire team too.

Watch Episode HERE

Aaron Woods, X-tra Mile Auto Care, Stillwater, OK. Listen to Aaron’s previous episodes HERE

Judy Zimmerman Walter, Zimmerman’s Automotive, Mechanicsburg, PA. Listen to Judy’s other episodes HERE.

Show Notes:

• It is not what we do, it’s who we are at our very inner core.
• A core value provides that concrete foundation for us to be able to build people and build companies.
• You do things better when you know where you start, stand, and where you’re starting from.
• Core values give that navigational beacon for everybody to be rowing in the same direction at the same speed.
• How do we know how to measure accountability without knowing what to measure it against? And what better thing to measure accountability against than the very core principles by which your company is founded
• How are you implementing core values?
• Quarterly conversations with each of your staff members- grade each other on the core value alignment. 
• Meetings away from the business- getting away from the workplace, being away from the day-to-day activities and the distractions. 
• Post your core values everywhere- forward facing.
• Empower your team. 

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

Support our partners:

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.

Joe Hanson owns Gordie’s Garage. Joe has attended Management Success, NAPA training, Lawrence Tech University and most recently he is a member of the RLO 20 Group 13. He has earned his ASE C1: Automobile Service Consultant Certification. Under his father’s leadership, he has seen what it really takes to make a business like this work. Listen to Joe’s Episodes HERE.

John Klarkowski

Key Talking Points:

• Growing up in the family business and deciding to work in the family business
  • Judy’s Rule: You have to work 2 years somewhere else first, instead of expecting/assuming them to work in the family business 
  • Finding your own way first then can always circle back to the family business later
  • “I’m here because I have to be here” mentality is a responsibility that will lead to resentment long term
  • Introduce to beginning stages- cleaning shop
• Team concept and positive culture
  • Treat employees like family
  • Everyone’s treated the same
  • Family dynamics have to be separate
• Allowing failure
  • No favoritism
  • Failure is learning
  • Giving space- share your own mistakes but don’t try to intervene 
  • “Quarterbacking” instead of forcing a certain way 
• Regretful or grateful
  • Heightened emotions with family
  • Not giving things time to work out, treating family members with disrespect
  • Experience trumps new ideas
  • Let your family members know your feelings- call them after work
• Nurturing the following generation
  • Guidance and positive reinforcement, moral support 
  • Put things in perspective about the journey 
• Advice 
  • Recognize if you work well together or not well together 
  • Recognize your communication style among family members
  • Family issues and business issues are checked at the door- no fighting in front of other employees
  • Keep it simple- find out/analyze whole story first then react after
  • Focus on celebrating it is a family business and working together

• A special thanks to Judy Walter, John Klarkowski and Joe Hanson for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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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

This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com

I want to thank the thousands of listeners who make our purpose meaningful. We do it for you. To the sponsors of the podcasts over the years. THANK YOU.

Guests for the 500th Episode

Amy Mattinat is the owner and manager of Auto Craftsmen in Montpelier, VT. Her shop is an ASE Blue Seal Shop, AAA approved and she is a member of ASA, SBN & WiAC. Along with running her independent repair shop, she is able to combine her three passions: teaching small business owners how to run a successful business, teaching car care and safety to the general public and educating young people about the many career opportunities available in the auto care industry.

Amy was awarded the 2012 Top Female Shop Owner of the Year by the Car Care Council Women’s Board, Honored as a 2014 Professional Woman of the Year by the National Association of Professional Women, Awarded the 2015 U.S. Small Business Administration’s Vermont Women-Owned Business of the Year, Awarded the 2016 AAA Business of the Year in Vermont and served as President of Women in Auto Care 2014 through 2016. Listen to Amy’s previous episodes HERE.

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.

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 of 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’s previous episodes HERE.

Brett Beachler, is Vice President of Beachlers Vehicle Care and Repair, Peoria, IL. Brett has been in the automotive industry for 30+ years and is third generation family. He started in the family business at about age 13 maintaining the business property.

Brett graduated from Bradley University with a bachelor of science in business. He departed the family business to work in the corporate world for four years. His Dad, Terry, asked Brett to re-join the family business. Since that time, Brett has not looked back and has enjoyed almost every minute of his time in the family business. Listen to Brett’s previous episodes HERE.

Kirk Richardson is a young and successful entrepreneur. Born into a blue-collar, hard-working family, he was a below-average student in high school and college. At the age of 22, he left school and started his first business. He bought his first three-bay shop at the age of 24. Seven years later he bought his second shop, South Street Auto Care in Rochester, MI.

Richardson really prides himself on his ability to create a family culture within his businesses. The culture is a blend of hard work, accountability, fun, and hi-jinx, which combine to make loyal and dedicated coworkers. Kirk loves business and people in general and will talk for hours about business! Listen to Kirk’s previous episodes HERE.

Dwayne Myers With Dynamic Automotive, This MSO group was selected top 10 automotive shop in 2014 from Motor Age and has just opened their 4^th shop. Dwayne invests time in the industry with the Auto Care Association and serving on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE.

Dwayne was on episode 2, 3 and 4 with his partners Jose Bueso and Lee Forman and A Round Table on Technician Training in Episode 59, and on a Supplier Needs Roundtable (118). Listen to episode 222 with Dwyane as we talk about his 2017 World Class Technician honor and more. Listen to Dwyane’s other episodes HERE.

Key Talking points:

What worked well in the last five years:

• Amy MattinatUndercoating. A job given to her tire person and to supplement during the slow times. She uses Corrosion Free Undercoating out of CanadaRe-done every 18 months accounts for retention
• Kirk Richardson100% profit-sharing plan based on the power of the collective team
• One direction, one team  
• He was always wired to be a business person, yet stood at his counter and did everything when he started 15 years ago
• Profit-sharing is the best way to grow technicians
• Judy Zimmerman WalterStarted morning meetings to best understand her team’s needs and to develop and compliment the team
• Jerry KezhayaBeen an absentee owner for sometime
• You have to inspect what we expect
• As owners, we get what we earn
• Dwayne MyersGoal Map ReviewsWhere do our people want to be? Their Goals for the next 3, 4 and 5 years
• This has changed their company more in the last five years than anything they did
• Stop looking at your people leaving and think about how they will stay with you
• Invest in your people while you have them
• Brett BeachlerAdvisor pay system he created
• He measures many KPIs and they get a bonus production
• He is legal for wage and hour by using Mike Davidson’s spreadsheet as a guide. See this episode RR 4466 https://remarkableresults.biz/e466/
• Owners get paid on net profitability so he has a similar plan for his people
• He wants to take more time off but he has to have better systems and procedures
• His program works on a percentage of sales but would like to convert to a gross margin incentive if he can get the right GP from his SMS

What did not work for me and what I learned:

• AmyShe almost sold her business and backed out. She felt her business was going to become a ‘McDonalds’
• She wants a win-win for staff and customers when she does
• She realized she has a five-year window ahead of her
• Kirk RichardsonHe was always a business person but sucked at it early on
• Developing leadership, grooming, and choosing is painfulYou have to be worth following yourself
• It is a perpetual process, it never ends
• Understand that there is always lapses in judgment that you learn from
• Being a leader can be a lonely place
• Most discussions on this episode failure issues were mostly the people of the soft side of our business
• Judy Zimmerman WalterTo lead her team she wants her people to know that:Judy worked in the quick lube and did a lot of light-duty work at the shop
• She assumes that here people know that she has paid her dues. She has been there and done that
• Dwayne MyersEarly in his career, he went into protection mode and he held onto it for too long
• They had not grown in 10 years and he and his partners were holding their team back. It was fear and stubbornness
• He realized that grow was what he needed to survive
• Brett BeachlerHe regrets his priorities as it relates to supporting his wife or the business when she had a life-changing accident
• He put the business ahead of his wife and that was a critical mistake
• Jerry KezhayaDid not fire fast enough
• Did not listen to his gut or intuition
• He got stuck in the buzz that there is no one to hire
• He needs to think of his business like a sports team who is working to get to the Superbowl. Always need to evaluate the talent to take you there

Resources:

• Thanks to Amy Mattinat, Judy Zimmerman Walter, Jerry Kezhaya, Brett Beachler, Kirk Richardson, and Dwyane Myers for their contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• The Queen’s Code by Alison A. Armstrong
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Love what we do, buy a cup of coffee HERE.

Be socially involved and in touch with the show:

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Buy Carm a Cup of Coffee 

This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com

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

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.

Jim Paiva is the owner of Elite Auto Repair in RI, which specializes in Euro and Japanese cars. Jim and Carly are also Coached by Cecil. Carly has been around this business since she was born, after graduating from high school and a Community College she decided to go after her passion and that’s automotive and in 10 years she will own the shop and that would be in the direct timeline as Jim retires. Carly is Jim’s right-hand partner in this whole plan.

Jeff Matt from Victory Auto Service in Minneapolis and St. Petersburg, FLA, was featured in episode 48. Jeff owns six locations with one being in Florida. He has over 40 team members and has grown through acquisition. Jeff opened Victory in 1997 as a one-bay shop and has slow steady growth over the years. His growth offers up a great view of multi-shop ownership. Episodes Jeff Matt is featured in HERE.

Key Talking Points:

• Judy Zimmerman  
  • Letting go as a parent- allowing mistakes to happen
  • Observing and helping buying insurance for the company- helping for the next several years
  • Gender issues- turn around and look at yourself, how you present yourself, do you know facts and sure of them, do you present yourself confidently. Sell value in product and yourself
  • Jackie completed Northwood online
  • Jackie implemented “Smash n Bash” event to raise money for the local fire company
  • Have regular hours set for Jackie- accountability

• Jeff Matt
  • Learn as you go- not succession overnight
  • Hear feedback from other staff and observe her decision-making process
  • Being the boss’s child- need to earn respect and pick your battles
  • Lauren travels with Jeff to peer group meetings
  • Relationship with daughter – communication is key
  • Lauren facilitated employee appreciation day for every location
  • Daughter knows her role in company and company knows as well- building respect with each  other
  • Financial stewardship- knows Lauren is managing own personal finances and budgeting, feels confident with her one day taking over the business  

• Jim Paiva
  • 10-year process of succession planning
  • Need continuous guidance no matter how long you’ve been in business
  • Carly attends institute service advisor academy- year-long process, work with numbers and profit margins. Leaning foundation of business first then will take leadership classes later on
  • Carly is the light of business- employees and customers 

Link too episode 401. The daughter’s podcast episodes.
Part 1 of this succession series: HERE.

Resources:

• Thanks to Judy Walter, Jim Paiva and Jeff Matt for their contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• 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

Subscribe to a mobile listening app HERE.

NAPA Autotech Training helps your technicians keep their skills sharp and their NAPA Know How up to date. It’s the highest quality technical training that covers almost every vehicle system and every make and model. NAPA Autotech is presented by experienced instructors who are ASE master certified technicians. Even after a class is over, techs can access course information online with ClassPass. So when questions come up later they can get the answers. AutoCare Center owners who have taken advantage of Autotech Training say that well-trained technicians are helping to increase their shop’s repair capability and raise bay productivity. That results in fewer comebacks, more satisfied shop customers, and reduced technician turnover.

Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com.

The 300^th Episode Retrospective. For the first-time, podcast host Carm Capriotto is in the interviewee seat.

Friend,

I’m so proud of the 300th episode milestone. So I was looking to do something different regarding a retrospective. I did it for the 100th and 200th, so the 300th was going to be the same. Not so according to some of the podcast alumni. (I call all the guests who have paid it forward with their story, alumni.)

So when I assembled seven ‘alumni’ to share their memory, they ganged up and strongly suggested (a nice way to say it) that they interview me.

I’m in a role reversal. Never been interviewed, at length, before.

Here you have it, the longest episode I ever produced with questions that uncover the attributes and purpose of the aftermarket’s premier podcast. I share some very personal stories and chronicle some behind the scene moments.

You’ll learn how it all started and my thoughts for the future. I also explain where I get my energy, the fuel, for the engine that creates such powerful content for all automotive aftermarketers.

I’m is so proud of the audio library made up of the voices of the aftermarket. The guests who trusted me to get their story told so that all ships rise; which is the pure value of the podcast to the industry.

If you are a fan, a listener of the Remarkable Results Radio Podcast, the best anniversary gift would be to share the podcast with a fellow aftermarket professional and let it work its magic on them.

My sincere thanks go out to these seven podcast alumni that brought their original questions to the interview.  I hope I did my part and gave great answers. Please let me know what you think. CC

Kim Auernheimer from CS Aut0motive in Brentwood, TN. Kim’s previous episodes HERE.

Judy Zimmerman Walter from Zimmerman’s Automotive from Mechanicsburg, Pa.  Judy’s previous episodes HERE.

Greg Buckley from Buckley’s Personalized Driver Care, Wilmington, DE. Greg’s previous episodes HERE.

Bill Nalu from Interstate Auto Care, Madison Heights, MI. Bill’s previous episodes HERE.

Dwayne Myers from Dynamic Automotive, Frederick, MD. Dwayne’s previous episodes HERE.

Pete Rudloff from Pete’s Garage in Newark, DE. Pete’s previous episodes HERE.

Matt Fanslow from Riverside Automotive, Red Wing, MN. Matt’s previous episodes HERE.

I want to thank you for giving this episode your attention. You’ve made it to the end of a long listen. Was it entertaining? Did you learn something you didn’t know before? Do you feel a stronger kinship to our cause and purpose? Don’t hesitate to reach out and let me know your feelings on the 300^th and for that matter any and all episodes we produce for you. Email me at carm@remarkableresults.biz and also share the love on social media.

Episodes mentioned in the interview:

Link to Giuliano  Zuccato Mustang Man Episode (172)  [This episode was a finalist in Motor Press Guild Podcast of the Year]

Link To Giuliano Zuccatto CrossFire Episode (243)

Link to Leon Anderson Episode (270)

Link to Eric Ziegler Episode (192)

Link to the 100th

Link to the 200th

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

Download the Remarkable Results Radio listening APP for your smart device:

Jacquie Walter Hower is the Director of Operations and 3^rd generation at her family’s business, Zimmerman’s Automotive, in Mechanicsburg, PA.

Typical family indoctrination.
During high school and into college, Jacquie worked part time for the company working in the Quick Lube department as a technician changing oil and maintaining customer vehicles. After her sophomore year of college, she was given the chance to become a manager for a new Quick Lube location for the company.

Director of Operations.
Since then Jacquie’s love for the industry grew into a passion. As director of operations, she handles a number of different jobs such as customer service, service auditing, daily accounting, training, and community involvement/events.

Attending Northwood On-Line.
In the summer of 2016, Jacquie began the Aftermarket Management program at Northwood University where she hopes to complete her bachelor’s degree in two years. Jacquie is involved with the Car Care Women’s Board and sits on the board of directors at the Mechanicsburg Chamber of Commerce.  She resides in Mechanicsburg, PA with her husband, Dan, and their two young boys, Brantley (4) and Mason (2).

Jacquie is the daughter of previous podcast guest Judy Zimmerman Walter. Hear Judy’s episode fifteen here.

Why Listen?

Talks about her Women’s Board mentor. Former guest Jill Trotta from Repair Pal.

Jacquie talks about the company’s succession plan.

Learn about her Child Seat Certification and how she is helping her community.

Her recent event with Family Service Day supporting 20 families transportation needs.

Zimmerman’s Automotive website here.
Also mentioned in interview; Northwood University Aftermarket Program here.

Feedback, socailly involved and in touch with the show:
Facebook   Twitter   Linked In   Phone 716-320-1567   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

Succession planning is a hot topic especially for baby boomer shop owners and for the aspiring entrepreneur who is looking to purchase a successful shop. There is much to consider to prepare the business for the next generation or to find a qualified internal or external buyer. This episode covers a lot of ground to include the experiences of our guests. Listen to an expert, a shop owner who has completed his succession plan and a CFO who is working on a third generation succession plan.

Like all panel discussions this is an extended interview; packed with great information and experiences. You can listen to the audio only or the Face To Face video; you choose.

Why Listen?

Find out why it is important to build a perpetual business, one that succeeds yourself and can run without you. Bob Ward says this strategy takes the stress out of the future and must be in place if ever a tragedy occurs or when it is time to sell.

Learn that having pristine financial statements is important; if you are selling or not.

Learn how much weight a buyer puts on stability and experience in your team.

Trust between members of the facilitation team, the buyers and sellers is critically important.

Our panel:

• Joe Sevart from I70 Auto Service in Kansas City, MO, received a very high honor from NAPA in 2014 as their NAPA/ASE Technician of the year. He is the Kansas City ASA Chapter president and was an ASA Top Shop in 2010. Joe is proud to say he is a techie-geek. I70 is a 7 bay, 6 lift facility. Listen to Joe in his own episode 50 and in a Technician Mentoring round table episode 93.

• Bob Ward – President, Wardden LLC, started at the bottom, like most business owners. Bob Ward began his business career at a franchised car dealership, overcoming obstacles to learn and earn the required skills to become Controller, General Manager and then, minority owner of Tacoma Dodge in Washington. A native of Seattle, Bob serves as a financial adviser and consultant to small business owners throughout the United States. He believes that your business should always be ready for expansion or sale, you should get paid for what you’ve built and, when you decide to leave it, your company should continue to prosper. Bob has a great e-book available on his website titled ‘Perpetual Business Guide’. It is well worth the read and to best understand the principles that Bob speaks about in this episode. Wardden LLC Website 

• Besides growing up in the family business 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, Alliance of Automotive Service Providers of PA, and the Auto Care Association (Listen to Judy in her own episode 15 and 74 on catering to the female customer.

Here are a few stats on succession within a family business:

88% of current family business owners believe the same family or families will control their business in five years.

Succession statistics undermine this belief. According to The Family Firm Institute, only about 30% of family and businesses survive into the second generation, 12% are still viable into the third generation, and only about 3% of all family businesses operate into the fourth generation or beyond. There is a disconnect between the optimistic belief of today’s family business owners and the reality of the massive failure of family companies to survive through the generations. Research indicates that failures can essentially be traced to one factor: an unfortunate lack of family business succession planning.

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

Why Listen?

• Did you always want to know what it takes to create a women friendly repair shop? What kind of amenities?
• Do women car care clinic bring value? Is the bar higher for women?
• Heavy talk that customer service to women needs the same respect that you give men.
• We discussed service reps, communication, image, recruitment, and the revolution that is necessary to bring the entire industry to the next level.
• There is so much quality dialogue, concepts and plain old common sense discussed that you will be engaged and enlightened right till the end.

Three successful shop owners brought their perspectives and wisdom to this great discussion. Check out their bios and previous episodes:

Amy Mattinat is owner of Auto Craftsmen in Montpelier, VT. Amy had the good fortune to combine her love of cars with a career in the automotive industry. Whether going on ride-and-drives, teaching car care clinics, or running her independent repair shop, she is able to combine her two passions: educating the public, especially women, about car care so they can make informed decisions and educating young women about the many career opportunities available in the auto care industry.

Amy Mattinat was awarded the National Car Care Council Women’s Board ‘Top Female Shop Owner of the Year’ in 2012 and elected President of the Women’s Board in 2014 for a three year term. (Listen to Amy in episode 13 & 22)

Bogi Lateiner from 180º Automotive in Phoenix, AZ.  (Listen to Bogi in episode 27) She graduated Phi Beta Kappa from Oberlin College in just three years with a double major in Women’s’ Studies and Pre-Law.

As the pieces of her career came together, she began to see that her passion was not simply to fix cars, but to empower others to fix cars – women especially. Bogi also does business coaching, holds car-care classes for women, speaks on a wide range of subjects and is getting ready to film the 5th season as one of the 3-girl crew on the Velocity Channel show … All Girls Garage.

Besides growing up in the family business 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 in episode 15)

Besides growing up in the 57 years young family business, Judy Walter the CFO and co-owner of Zimmerman’s Automotive, Mechanicsburg, PA with her uncles works with a family staff of 12 out of 29 team members. This is a true blue family enterprise.

At  they have a 20,000 sq foot facility, sporting a 12-bay shop with seven ASE trained and certified technicians, two service managers and one service writer. They also have a quick lube facility and a used car division that is responsible for ½ their revenue. We’ll talk about both.

Judy shares some very special thoughts on the dynamics of the family business and gets into some good detail on their success journey.

Judy is involved in her local government and the industry. Among her involvement:  Women’s Board of the Car Care Council, AASP-PA Alliance of Automotive Service Providers, Local Chapter President of PIADA – Pa Independent Automotive Dealers Assn., Auto Care Association, AOCA, NFIB, Mechanicsburg and West Shore  Chamber of Commerce. Also Member of the Upper Allen Planning Commission Upper Allen Woman’s Club, Upper Allen Kiwanis Club, New Hope Ministries, Development and Board of Directors.

Zimmerman’s Automotive Website