They say a picture is worth a thousand words, but what about video? Video content has taken our world by storm, and if you’re not doing videos for your shop, you are behind. Keep listening to find out how to differentiate yourself from other shops using authentic stories from your customers and employees.

Watch the Episode on YouTube

Patrick Egan, Spark Interactive

Karim Morsli, Winkler Automotive Service, Gaithersburg, MD. Listen to Karim’s previous episodes HERE

Eric Sevim, A Plus Japanese Auto Repair, San Carlos, CA.

Key Talking Points

• The importance of using video on your careers page and in recruiting efforts to let prospective new hires hear straight from your current team why it’s the best place to work and why they should work there too.
• Creates familiarity before a customer walks into your shop- creating bonds of trust 
• Content that is available and working for you 24 hours a day
• Let your passion show in the video
• Make a list of your songbird customers to be involved in the video and ask customers that are dropping off (in the morning)
• Videos are sharable with family and friends and help promote your business 

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

How do you calculate the common phrase “work smarter, not harder?” This episode is all about getting lean in your shop. Are you tracking the steps it takes to do something simple like an oil change? Are your parts and supplies not only organized but purposefully placed in areas for efficiency? My panel discusses simple ways to get started with Lean Six Sigma. 1 simple change can save you time and money.

Watch Episode on YouTube

Kristi Hudson, Troy Auto Care, Troy, MI. Visit Kristi’s shop HERE 

Karim Morsli, Winkler Automotive Service, Gaithersburg, MD. Visit Karim’s shop HERE

Key Talking Points

• Oil change- consistent results for every customer, supplies are together
• It’s easy to start- start with your most repetitive processes. Graphic representation of your business (overview of the shop) spaghetti diagram (Karim used Sketchup App) is tracing every step of the process you do with numbered steps and how much time it takes. What is your critical path? 
• Every job is pre, during, and post. Clean as you go
• The leadership of the business needs to invest in
• Time=money
• Using data- how many jobs do you do? How many hours does it take? How much stock do you have? What is more profitable?
• Get your team involved- everyone has to be a part of it for lean to work. Less stress looking for tools/scanners etc. Holds everyone accountable. Once team members see how much easier and less stressful their jobs are they will be excited about it and want to help improve it even more
• Lean is ongoing and will continue to improve
• Be careful, lean will follow you home!

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:

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

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

Key Talking Points

• Lean Six Sigma- two philosophies together. “Sigma” is a statistical word to measure variation. 2,000 cars per year= accept less than 1 comeback over 10 year period. Reducing variation- getting an oil change done, all experience is the same and the process is the same while encompassing the best practices. Comebacks because certain technicians work differently under one umbrella. Eliminating having certain techs working on certain jobs. 
• Having the right environment for lean production- minimize the inefficiency in a production environment. Eliminating wasting time.

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 partner:

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

Karim Morsli owner of Winkler Automotive in Gaithersburg, MD, is an engineer by trade who has worked in the oil fields and information technology industry. Karim is passionate about the new direction the automotive industry is taking, and in particular, the critical role independent service centers will need to evolve into to ensure all present and future car owners will have the choice of where to have their vehicle serviced besides the dealership. He is an innovator who works on multiple levels within the industry (education and legislative) to ensure his service center and others like his are ready for the challenges ahead. Always one to practice an open door approach, he is always willing to teach and share his knowledge and is also an avid learner. Listen to Karim’s previous episodes HERE.

Karim Morsli owner of Winkler Automotive in Gaithersburg, MD, is an engineer by trade who has worked in the oil fields and information technology industry. Karim is passionate about the new direction the automotive industry is taking, and in particular, the critical role independent service centers will need to evolve into to ensure all present and future car owners will have the choice of where to have their vehicle serviced besides the dealership.

He is an innovator who works on multiple levels within the industry (education and legislative) to ensure his service center and others like his are ready for the challenges ahead. Always one to practice an open door approach, he is always willing to teach and share his knowledge and is also an avid learner. Listen to Karim’s previous episodes HERE.

Key Talking Points

• Training- to give someone the skills needed/upgrade skills to complete a job
• Training approach- overarching similarity but there should be a difference depending on the position. 
• Technician training- has to be calculated, sustained, progressive, evolve with changes in technology. It will change the most in business. Learning is a part of your culture and ongoing. Starts from top-down. 
• Create self-awareness with your employees- how do you lead? Are you asking questions as a leader (not accusatory but leading questions)?
• Do you have a marketing calendar? How about a training calendar?
• ASE certifications- know your worth and grow from there and get a sense of fulfillment through achievement   
• Assessments/competence- all starts at recruiting/hiring. “Garbage in, garbage out.” Constantly assess what their skill level is, never do cookie-cutter training. Be individualized. Also, train for what your business needs too. Assessments are launching off point for improvement. Unconscious Competence, Conscious Competence, Conscious Incompetence, Unconscious Incompetence
• Has training become unprofessional? Ask employees to go after hours for training and not be paid.
• On average if you spend $100 on training you’ll receive $450 in return 
• Retention- how do you fight boredom with your employees? Put them in front of a challenge and be given the opportunity to grow themselves. 
• Comebacks- training opportunity. Technicians will work on it under the supervision of a manager as neutral pair of eyes. Mistakes happen and you can turn it into a positive by having the technician correct mistake and teach it to others in the shop.
• Be proactive, not reactive- to be the best business it doesn’t come easy or free. 
• What is your commitment to your employees? Provide the best working environment to allow them to achieve their highest potential 
• Inducting training: Condition of employment, need to be trained first before working on car/talking to customers to learn ways of business. Trainual software- take SOP’s and transfer into digital format to go through it and be assets what they’ve retained with questions 
• Continuation training- second step, progression of training
• Redeployment- changing positions especially when you have multiple locations 
• Remedial- refresher training 
• Cultural- all employees should understand your “why” 
• Developmental- acquiring self-awareness to grow as a person  
• Innovation- innovate on changing technology 
• Retirement- transitioning to a different path

• Thanks to Karim Morsli 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.

Be socially involved and in touch with the show:

Facebook   Twitter  LinkedIn   Instagram  Youtube   Email  

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

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 panel:

• Kelli Weatherby Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994
• Andy Bizub, Midwest Performance Cars, Chicago
• Keith Katz, Quality Service Center, York, PA
• Karim Morsli owner of Winkler Automotive in Gaithersburg, MD

Talking points:

• Banking relationship
• Guarantees
• Required forms/documents seem to vary by bank
• No standard way to apply. Variations among banks on requirements necessary to file

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.

Greg Buckley is the CEO the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.

Karim Morsli owner of Winkler Automomotive in Gaithersburg, MD, is an engineer by trade who has worked in the oil fields and information technology industry. Karim is passionate about the new direction the automotive industry is taking, and in particular, the critical role independent service centers will need to evolve into to ensure all present and future car owners will have the choice of where to have their vehicle serviced besides the dealership.

He is an innovator who works on multiple levels within the industry (education and legislative) to ensure his service center and others like his are ready for the challenges ahead. Always one to practice an open door approach, he is always willing to teach and share his knowledge and is also an avid learner. Listen to Karim’s previous episodes HERE.

Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. He 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.

Key Talking Points:

• 70% of small businesses own websites
• 31% who don’t have a website have a social media presence
• Do websites have value? Will they into the future?
• Does your website stay current? Are you using the same stock photo that everyone is using?
• Use organic pictures from your own business and people
• It is easier to post organically than to post same photo’s on your website.
• Where to you hang out? Does your social media steam have more followers?
• Your website is a ‘yellow page’ add on steroids. Does it still bring value to your customer and potential customers/
• The YouTube platform will help you leverage SEO when you post video’s and social media
• Will social media show your message through their algorithms vs a static website?
• Will the website become important landing pages
• Will Google My Business be the place you need to invest in?
• You can create a one minute video for Google My BusinessYou can build a form and create an appointment
• You can add events in a queue
• Magisto is software Greg uses to create a one minute video
• User-generated content can post stuff on your business in other channels except for websites. May be more valuable than a review.
• Greg believes we need a more interactive website to compliment social media
• Keep your content fresh between all your outlets
• Integration has stymied inspiration. Greg Buckley
• Fresh content is the rule. Stuff from four years ago does not work nor get you SEO placement
• Use a publishing tool for social media so you can concentrate on your content
• Share others opinions is another tool
• Linked in is a smart choice driving business to business professional network. Share the goings-on with your team, your blogs and what you can do for other professionals. This is different messaging than Facebook. A great venue to promote your fleet work.
• A great tip from Kim Walker. Congratulate others from inside your circle
• Will video and chat become mainstays on websites?
• Will Artificial Intelligence (AI) support the service counter or chat
• IVR – Interactive Voice Response – A mix of machine learning (ML) and AI

Resources:

• Thanks to Bill Nalu, Karim Morsli, Greg Buckley and Chris Cloutier 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.

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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, 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 2019. For information, visit aapexshow.com

Episode RR 441

Greg Buckley is the CEO the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.

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.

Karim Morsli owner of Winkler Automomotive in Gaithersburg, MD,  is an engineer by trade who has worked in the oil fields and information technology industry. Karim is passionate about the new direction the automotive industry is taking, and in particular, the critical role independent service centers will need to evolve into to ensure all present and future car owners will have the choice of where to have their vehicle serviced besides the dealership.

He is an innovator who works on multiple levels within the industry (education and legislative) to ensure his service center and others like his are ready for the challenges ahead. Always one to practice an open door approach, he is always willing to teach and share his knowledge and is also an avid learner. Listen to Karim’s previous episodes HERE.

Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years.  He 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.

Key Talking Points:

• Greg Buckley
  • Greg is now working closely with AAA
    • Data is being used and protected
  • Wants to be able to manage the data that AAA wants and has.
  • AAA opened the door to communication which resulted to him changing his mind on his relation with them.
  • Did not burn a bridge and set the record straight
  • AAA- bridge to motorist, mechanic and government
    • Have ears of moms, legislators, support family initiatives
    • They could be an advocate with government
  • He says that AAA owns the Moms. They will let Greg market to their ‘moms’
  • What are third parties doing with our data?
  • He has experienced an uptick in third-party business in the last month
  • Third party programs can account for some of your organic growth. He wants to be aware of them, understand their program and decide if that partnership is healthy for him as an independent.
  • Cars will be a utility. However, not much love of the vehicle but there for basic transportation
  • We are in the safe transportation business and we are just here to just repair a vehicle.
  • As a result, there is a need to participate and be involved in our future through associations and legislation
• Chris Cloutier
  • How does AI (Artificial Intelligence) impact our world?
    • Gets smarter each day
  • He believes Identifix will help you with AI
  • What if an AI tool helps your production in the face of our technician shortage
  • Lyft will open their own shops to repair their contract drivers vehicles. Will this be a for-profit model? Impact to the aftermarket?
• Karim Morsli
  • Vehicle resident data- will you have the right to tap into data, if have right to access can it be processed to protect and service customer
  • The real value of data is how do we process it and what we derive from it
  • Will AI be integrated with DVI?
  • AI is data mining and looking for patterns
• Bill Nalu
  • AAA- His past experience, he says has hidden costs.
  • Being in the repair business is difficult. As a result, the industry must gel together more.
  • The industry enters a new age. However, the industry is more together than ever before.
  • How do we capture the heart of the consumer who is willing to pay more for a very strong relationship?
  • Wants the supplier not to deliver parts to a non-licensed shop that does not hire licensed technicians in Michigan

Resources:

• Thanks to Greg Buckley, Chris Cloutier, Karim Morsli, and Bill Nalu 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.
• Link to Bill Hanvey’s Episode HERE.
• 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.

Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. Therefore, the program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. However, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. To clarify, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders.

Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visiting www.NAPAAutoCare.com.

Greg Buckley is the CEO the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.

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.

Karim Morsli owner of Winkler Automomotive in Gaithersburg, MD,  is an engineer by trade who has worked in the oil fields and information technology industry. Karim is passionate about the new direction the automotive industry is taking, and in particular, the critical role independent service centers will need to evolve into to ensure all present and future car owners will have the choice of where to have their vehicle serviced besides the dealership.

Karim is an innovator who works on multiple levels within the industry (education and legislative) to ensure his service center and others like his are ready for the challenges ahead. Always one to practice an open door approach, he is always willing to teach and share his knowledge and is also an avid learner. Listen to Karim’s previous episodes HERE.

Key Talking Points

• Dealerships are the biggest competitor with independent shops
  • Repair in 2015-2018 went from 27% market share to 30%
    • Independent went from 33% to 30%, now tied with dealerships
  • Maintenance increased market share with expanse of quick lube market
    • Independent held steady 23% market share
  • 6/10 car owners with a current warranty will go back to the dealer
  • 3/10 car owners with expired warranty don’t go back- service too expensive, less convenient
  • Dealerships gaining ground with recalls
  • Data and technology increase within vehicles causes certain customers to want to go back to dealerships for repairs
    • How do you change the customer’s mentality?
• Advertising for independents
  • Start with educating customers: Show around the shop and tell them what you have to offer and capable of
  • Grow with technology and show customers: Tablets for techs, digital inspections texted to phones
  • An advertising idea:
    • ‘We Get High on High Tech’
    • You connect your phone to your car. We connect to your car’s computer.
  • We need to show customers how their high tech vehicle functions.
  • Who can help the industry build a consistent message for the entire industry?

Resources:

• Thanks to Greg Buckley, Chris Cloutier, and Karim Morsli 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.

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. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com

OK here is how Geek Talk 2.0 got started. In the Town Hall Academy on SMS systems Episode 65 we got on a ‘tech talk’ roll. It got very interesting and at the end of the episode, we decided to create this episodic series called Geek Talk 2.0.

Talking Geek can be a full-time job in our industry. With tech changing at light speed, we thought it a good idea to talk about it and maybe even debate it in an episodic series.

Our goal will be to inform you of important tech areas of your business that you need to pay attention to. In this episode, we talk cloud-based systems, how to protect yourself from ransomware, a little ADAS talk and why your involvement in the laws of your state regarding autonomy and who controls the data is so important. Having an independent at the table will make a big difference for the aftermarket.

Keep an ear to the ground for the next episode or subscribe to the newsletter, see below, or subscribe to your favorite listening app. You can find a short list of listening apps for mobile devices HERE.

Greg Buckley is the CEO the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.

Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas. 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.

Karim Morsli owner of Winkler Automomotive in Gaithersburg, MD,  is an engineer by trade who has worked in the oil fields and information technology industry. Karim is passionate about the new direction the automotive industry is taking, and in particular, the critical role independent service centers will need to evolve into to ensure all present and future car owners will have the choice of where to have their vehicle serviced besides the dealership.

Karim is an innovator who works on multiple levels within the industry (education and legislative) to ensure his service center and others like his are ready for the challenges ahead. Always one to practice an open door approach, he is always willing to teach and share his knowledge and is also an avid learner. Listen to Karim’s previous episodes 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.

Tracy Martin has been involved in the automotive aftermarket for over 40 years. He is the author of six, Motor Books Workshop Series book including: “How to Diagnose and Repair Automotive Electrical Systems,” “Motorcycle Electrical Systems Troubleshooting and Repair” and “How to Use Automotive Diagnostic Scanners.” In addition to books, Tracy has written hundreds of articles and product reviews for Powersports magazines including Motorcycle Consumer News, Road Bike, American Iron, Dealer News and others. He also writes for Motor Age and Aviation Aftermarket Defense magazines. Though long-lapsed, Tracy holds an A.S.E. Master Technician Certification. Listen to Tracy’s previous episodes HERE.

Key Talking Points

• Ownership of car generated data
  • 2017 more new cars were added to cellular network than cell phones- only 38% of car owners have knowledge they can store personal data in car  
  • Autonomous vehicles will elevate the traffic- people who can’t drive their own car (due to age or health disabilities) can now use autonomous vehicles
  • Will it benefit dealerships? What are independent shops doing to prepare to service cars in the future?
  • In Greg Buckley’s state, Delaware, they are drafting legislation. He believes the independent will be part of the solution.
• Greg Buckley: The influence of the dealer network will always be there; they have money.
  • There is a whole market that will ignore dealerships. Millennials with no licence that need ride sharing.
  • There will be an increase of vehicles sold and how they are sold.
  • Uber is looking for technologists to work for them to deal with the high tech Level 5 vehicle.
  • Greg mentioned that UBER is looking for a support network.
• In 2017 more used cars were added to the cell network than cell phones
  • AT&T has added one million vehicles to its network in the last 11 quarters. Karim Morsill
  • OEMs are planning huge revenue streams from the data.
    • Location data, proximity, preventive maintenance and diagnostic side
• Of consumers that have newer cars only 38% of connected car drivers knew their car could store data
• States are looking at ways to monetize transactions done in vehicles especially Delaware that has no sales tax. They consider it a road tax.
• A percent of people are not driving because of their age or disability to get around. Yet they can get an autonomous vehicle to get them to the store or movies. Miles driven can go up.
• If I own my data can I sell it to an aggregator?
  • If I lease do I own the data?
  • Many unanswered questions.
• Google maps and Waze keep your data. People are willing to give it up.
• Vehicle is not healthy. The car broadcasts to a repair network and finds the lowest price. The consumer will care about convenience and cost.
  • If amazon profiles me and send me suggestions; are you OK with that. Your vehicle will do the same.
  • Will the consumer take the lowest bidder if it sends a DTC code to a shop repair network?
  • Newer generations have no brand loyalty so your exceptional brand and customer service may not penetrate to the consumer.
  • The business model could be more a Business to Business than a Business  to Consumer, by working with these interrupters as a fleet manager.
• In the future you are going to be a rider in a  vehicle you don’t own. The owner of the vehicle will have it repaired at it’s preferred repair facility. Think fleet.
• GM just partnered with Maven. Time sharing a vehicle.
  • Many options of ownership, sharing and renting/time.
• What are we doing as shops to prepare ourselves to survive and thrive if we are not embracing IT.
• The shop of the very near future will have a service advisor just managing internet bids and long touch interactions. You need to be involved with the interruptor services on a full time basis.
• Dongle. Chip enables (cell) or Bluetooth enabled.
  • Bluechip. If you have the app on your phone great, but if the driver doesn’t you don’t have communication with your smartphone.
  • Will Bluetooth enables apps be able to be breached?
  • They are not a mechanic in a can.  
• Mackenzie Consulting- 3000 consumers asked if they felt ok sharing data:
  • 55% said yes
  • When asked again with stipulation that your data secured – 75% said yes
  • Almost 100% of millenials are ok with sharing data
• Google and Yelp have changed the world
  • Some random person writes a review. Maybe true or not and we take their word.
  • Chris’s referrals come from on-line. Your reputation is in play.

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:

OK here is how Geek Talk 2.0 got started. In the Town Hall Academy on SMS systems episode 65 we got on a ‘tech talk’ roll. It got very interesting and at the end of the episode, we decided to create this episodic series called Geek Talk 2.0.

Talking Geek can be a full-time job in our industry. With tech changing at light speed, we thought it a good idea to talk about it and maybe even debate it in an episodic series.

Our goal will be to inform you of important tech areas of your business that you need to pay attention to. In this episode, we talk cloud-based systems, how to protect yourself from ransomware, a little ADAS talk and why your involvement in the laws of your state regarding autonomy and who controls the data is so important. Having an independent at the table will make a big difference for the aftermarket.

Keep an ear to the ground for the next episode or subscribe to the newsletter, see below, or subscribe to your favorite listening app. You can find a short list of listening apps for mobile devices HERE.

Greg Buckley is the CEO the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.

Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas. 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.

Karim Morsli owner of Winkler Automomotive in Gaithersburg, MD,  is an engineer by trade who has worked in the oil fields and information technology industry. Karim is passionate about the new direction the automotive industry is taking, and in particular, the critical role independent service centers will need to evolve into to ensure all present and future car owners will have the choice of where to have their vehicle serviced besides the dealership.

Karim is an innovator who works on multiple levels within the industry (education and legislative) to ensure his service center and others like his are ready for the challenges ahead. Always one to practice an open door approach, he is always willing to teach and share his knowledge and is also an avid learner. Listen to Karim’s previous episodes 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 industry and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE.

Tracy Martin has been involved in the automotive aftermarket for over 40 years. He is the author of six, Motor Books Workshop Series book including: “How to Diagnose and Repair Automotive Electrical Systems,” “Motorcycle Electrical Systems Troubleshooting and Repair” and “How to Use Automotive Diagnostic Scanners.” In addition to books, Tracy has written hundreds of articles and product reviews for Powersports magazines including Motorcycle Consumer News, Road Bike, American Iron, Dealer News and others. He also writes for Motor Age and Aviation Aftermarket Defense magazines. Though long-lapsed, Tracy holds an A.S.E. Master Technician Certification. Listen to Tracy’s previous episodes HERE.

Ollie Branche, Network Specialist

Key Talking Points:

• Cloud bases systems.
  • SMS, DVI
  • Are not applications that run remotely from your office on a server.
  • They require redundancy, running on major data farms, have large pipes for the flow of data.
  • Everything that runs your shop runs on the cloud so you can prevent a ransomware attack.
• You do have the option to set up your system on a cloud server like Amazon. But you need to be aware that your SMS software can take advantage of the cloud server. You also need to be aware of licensing.
• The power of the cloud is to be able to grow and shrink based on loads.
• Ransomware is a problem and for those pirates, it is automated, and it may just be a matter of time that you may get infected if you do not have the proper protection.
• Use Google Docs so you make those spreadsheets and documents on the cloud.
• Cloud-based helps lower your risk no matter if you get held for ransom or your drive or computer dies.
  • Having your data backed up online allows your business to keep running in case of a tech calamity.
• How to protect yourself.
  • Google Docs
    • Your processes and procedures. Careful who you share it with.
    • Spreadsheets of major KPIs, budgets
  • Financial programs
• Compare your data to a camera system in your shop. No different on how you are protecting yourself.
• An open port in your router is like an open door to your business 24/7.
• Employees plugging in their USB keys as well. That is actually the number 1 vulnerability of a business’ network
• Backup your system in the cloud.
  • Norton has a cloud backup option.
• The #1 defense against ransomware is backup
• Do not store any data that a hacker would want:
  • Credit card data, Social Security Numbers, Driver License Numbers
  • If your data is compromised it will get sold on the dark web.
• Voice Over IP (VOIP) can open your vulnerability to intrusion.
• When should our hardware be updated/ changed?
  • Things don’t change much at the networking level.
  • You need to change hardware is up to your operating system updates. You may lose support for an older operating system.
  • Another benefit of the cloud.
• We officially ran out of IP addresses in 2017. We are now IPV6. Your phone runs on IPV6 and there is a translation layer. (Geek Talk!!)
• We need to get the information on autonomy to our customers. We need to help them understand the tech on their vehicle.
  • As shop owners, we need to understand ADAS and Level 3 Autonomy.
  • We should be showing them how their car will react because of Level 3 Autonomy. They will remember the lesson you provided.
• We must be ready as shop owners we must support our association lobbyist to ensure we get the data so we can repair the cars. The data from each vehicle that is going to the cloud is terabits per day.
  • We must demonstrate that we can handle and secure the data.
• Greg joined the Autonomous Council of Delaware as an independent.
  • The voice of the independents needs to be at your state panel. Get involved.
• As tech advances, we will need to find a higher level of professionalism, so we will earn the confidence from the government, OE’s, and insurance companies, that we can be trusted with data and sophisticated repairs of ADAS vehicles.
• It is time to step up and get our voice heard.
• Will an OBDII Telematics Plug-In (Dongle) help connect our customer?

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:

The Panel:

Karim Morsli owner of Winkler Automomotive in Gaithersburg, MD,  is an engineer by trade who has worked in the oil fields and information technology industry. Karim is passionate about the new direction the automotive industry is taking, and in particular, the critical role independent service centers will need to evolve into to ensure all present and future car owners will have the choice of where to have their vehicle serviced besides the dealership.

Karim is an innovator who works on multiple levels within the industry (education and legislative) to ensure his service center and others like his are ready for the challenges ahead. Always one to practice an open door approach, he is always willing to teach and share his knowledge and is also an avid learner. Listen to Karim’s previous episodes HERE.

Greg Buckley  is the CEO the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.

Chris Cloutier Is co-owner of Golden Rule Auto Care in Dallas Texas. 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.

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 industry and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE.

Talking Points:

• Data is king.
• Free is not free. Think about every ‘free’ app or program you use. Your information and data, based on the User License Agreement you signed is being used by the app or vendor provider.
• Is the 3rd party you are sharing with selling your data? You must ask?
• It is ok to share your data, you just need to know who you are sharing it with, what they are doing with it and if it will ever be sold.
• If and when you share your customer database with vendors; what do you want them to do with it and how should you expect them to treat it thereafter?
• How carefully are we, in how we treat our customer’s valuable information?
• Are you willing to share your business intelligence? What will be the end results of sharing the data? How comfortable are you in sharing your data?
• How to look at data:
  • Necessary for intelligence
  • Needed for communication
  • Must be respected by all that have access to it.
• The issues moving forward will be how we navigate through all of this. The shop will be under pressure to accommodate manufactures and owners with service data to help maintain the vehicle’s safe status while on the road.
• How do we ethically share our Business Intelligence for the benefit of all including ourselves?
• Will too many shop owners will sign a contract with vendors granting them access to their entire database without even reading the EULA. (End User License Agreement) When you sign a third-party EULA you must understand what you are signing. You wouldn’t buy a home without a lawyer reading the contract.
• Shop owners are generous and helpful people and don’t necessarily think their data may be worth that much. They also seem to not know that they should be protecting their customer’s information, as their customers would expect that.
• Not understanding the ramifications of loosely giving access to customer data puts our businesses at risk by possibly helping the competition shut us down.
• Facebook made it clear that you are their product.
• We must learn how to extract the best value out of our data.
• You must have your eyes wide open in the approach to your data. We must raise the level of awareness to what is happening with your data.
• We are living in a world of open systems where platforms are talking to each other. However you need to know what you are sharing and what is it being used for and where is is being stored?
• You must be able to see the value you get if you share your data points.
• Data must be differentiated. Is it customer data, financial, business intelligence, parts, VIN, etc.
• Do we need to get a EULA from our customer?

A recent article in Motor Age (April 2018) titled, ” CONCERNS RAISED ABOUT THIRD-PARTY VENDORS SHARING SHOP DATA ON CUSTOMERS”, on this subject HERE.

Document created by ASA. “Data Security Policy Agreement/Addendum” HERE.

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