Show Notes

Thanks to our Partners, Shop Boss, and 360 Payments

Shop Boss – Shop Management Software built by shop owners, for shop owners. It works the way you need it to, right out of the box. Find on the web at https://shopboss.net

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In today’s episode, my panel discusses hitting rock bottom and being able to climb out. How do you financially recover from being in debt? How do you get through divorce when your business is failing? Why aren’t more owners looking at themselves in the mirror and realizing they are the problem and the solution? Keep listening to find out.

Watch the Episode on YouTube

Kevin Eckler, Foreign Car Specialists, Poughkeepsie, NY. Listen to Kevin’s previous episodes HERE.

Jerry Kezhaya, The Auto Shop, Plano, TX. Listen to Jerry previous episodes HERE.

Carl Hutchinson, Complete Automotive, Springfield, MO. Listen to Carl’s previous episodes HERE

Key Talking Points

• You must be willing to be uncomfortable with change
• Never start a second shop without your first running without you
• Look professional and back it up 
• Recovery- the longer you hang on, the longer it’ll take you to change. It’ll be as quick as you allow it to be when you get out of your own way.  
• Do you know what you want? Why?
• Who is your support system? Coaches, 20 groups, training classes
• Your mental state affects your physical state

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

There’s nothing better than catching up with an industry friend at TST’s Big Event! Dive into the blueprint of Kevin Eckler’s second location, and his transparency of learning a valuable lesson of full commitment to his employees. He explains words are just words until actions are put into place. You’ll also hear from his newest employee that was an intern at his shop.

Kevin Eckler, Foreign Car Specialists, Poughkeepsie, NY. Listen to Kevin’s previous episodes HERE.

Key Talking Points

• Kevin joined a local advisory board after listening to previous podcasts about it- is the evening adult education instructor, ages 18-58, learning how to ‘fix my car’ and developed into exposing the opportunity to join the automotive industry
• “What you breathe into someone, is what they can become”
•  Passion is contagious
• The second location will have a training area- 7 miles away from the first shop
• Hardest things to learn- not knowing everything and accepting and saying thank you to compliments
• Are you looking at the other shops in your area as competition? Everyone is on the same team
• Trust- little things will end up being big things, never say something without fully intending to do it, make it a priority
• Words are words until actions are put in place
• Intern turned full-time employee- William’s senior year at his high school required an internship

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:

Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR.

More Time. More Profit. Transform your shop at getshopware.com/carm

• Guest host, Kevin Eckler from Foreign Car Specialists, Poughkeepsie, NY. Kevin’s previous episodes HERE
• Virtual shop tour with Angelo Giglio from Warren Auto and Tire in Roseville, MI. Angelo’s previous episodes HERE
• Trivia Challenge: Name of Lincoln’s Concept Car that was Modified Into TV’s ‘Batmobile’?

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

Stephane Grabina, BMW Excluservice, Rockville, MD, and Scott Pelava, Lonsdale Auto Works, Lonsdale, MN share the reasons they keep their floors clean. They use a commercial floor scrubber. Learn how and why these two successful shop owners have invested in keeping their shop floors clean.

Comment from Kevin Eckler:

Great episode and I loved the promoting of a clean shop. We picked up two 5-year-old floor scrubbers and a floor burnisher made by minute man that retails for almost $10000 apiece through an auction where a local school was updating their equipment. We paid less than $300 per machine and the only expense that we had was to install new batteries. They all work absolutely fantastic and it was a great deal. The toughest thing was finding a place to store them but they get used very frequently and the floors are significantly cleaner than the shop feels brighter and the guys have a better attitude because of it.

Things to consider when purchasing a floor scrubber Is to find out the proper kind of soap to use to clean your floors and what to do with the wastewater when you are done so that you are not polluting when you dispatch the dirty water. Certain soaps break down the oil too fine to be caught in an oil-water separator and oftentimes there is a large amount of sediment that collects into the machine when you are done. Emptying the machine into a smaller holding tank to separate off the settlement and the oil and then dispensing the water from there helps to not unknowingly polluted the local water sources and get yourself in legal trouble. Just something to consider. ~Kevin

• 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   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

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

Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day.

Broadly helps you automatically request reviews so that your customers can promote your business with just one click.

When you immediately ask for a review after service, when the experience is still fresh in their mind, // you’re more likely to get a 5-star positive review.

Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop.  Visit www.getbroadly.com/carm to learn more.

Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980’s. Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island, he attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod. Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists. When the owners retired in 1995, Kevin bought the business and the rest is history. Kevin’s previous episodes HERE.

Key Talking Points:

• Disney takeaways- traveled to Disney recently and learned from the COVID protocols in placeYour approach is incredibly important- selling benefits and not reinforcing the rules
• Benefit- keeping you safe and enjoy your experience 
• Prices have increased but Kevin continues to go because of the experience he has there. Feels cared for and accommodated.
• Forgetting a face mask is handled by someone saying “Hey Friend”- a positive and non-aggressive approach and attitude  
• “Is it easier to fix a car than a person? There’s good and bad in everyone, there’s potential and incredible opportunities. 
• People can be whoever you project into them to be if you’re willing to invest in them
• People will grow when encouraged and recognized 
• Ryan’s storyKevin hired a young man named Ryan- he had learning disabilities but was passionate about cars. Worked hard and graduated from the automotive Boces program. He always stopped to look at the shop on his walks but never had the self-confidence to come in until his mom brought him one day. Kevin saw his potential and eagerness to learn. 
• Ryan’s father was no longer in his life after parent’s divorce- Kevin became a father figure to him. Kevin saw he needed someone to believe in him and invest in him. Was emotionally rewarding for Kevin
• Bought Ryan $10,000 toolbox with the agreement after set term it would be his 
• People in times of need or times of insecurity tend to not make the best decisions- Ryan had an unstable relationship with his girlfriend that would spill over into his attitude and performance at work.  
• Kevin became torn with being boss and holding Ryan accountable and also being his friend and father figure that wants to help him- lead to serious issues within the culture of business with other employees
• Kevin continued to protect Ryan and sacrificing the rest of the shopHad fear about firing him due to Ryan’s past   
• Ryan began compensating his values- passion and desire for his job was no longer there 
• Holding someone accountable, creating boundaries and borders brings employees a sense of safety and security
• Kevin finally made the decision to let him go and both felt a sigh of relief   
• Collateral damage along the way- lost 2 really good employees that were very upset Ryan was held at a different standard than them. 
• You can’t fix someone’s personal issues outside of work

• Thanks to Kevin Eckler 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   Linked In   Email

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a 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.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever.

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/carm

Matt Lachowitzer is a husband, father of 3, avid Minnesota Vikings fan, and owner and founder of Matt’s Automotive Service Center. A Herman, MN native, Matt started this company as a two-bay shop back in 2009. He has expanded the company into 6 locations with beautiful, state of the art facilities all over the Fargo-Moorhead area. Matt enjoys being a pillar in the community, giving back in any way he can, and providing knowledge and education in the biggest ways possible. As a result of being a continuous educator and an amazing pillar in the community, Matt won Entrepreneur of the Year in 2015 through the Fargo-Moorhead West Fargo Chamber of Commerce. When Matt’s not working, he enjoys fishing, riding ATV’s, watching football, and traveling with his family. Check Matt’s other episodes HERE.

Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate.

She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience. Check Emily’s previous episodes HERE.

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

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

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

Kevin Eckler, a Dad and a mentor along with wife Lisa, own Foreign Car Specialists, in Poughkeepsie, NY. Kevin has been named Albany, NY region’s ASE Tech of the Year 2019 and 2020. He was also voted Best mechanic in the Hudson Valley, which encompasses Westchester, Putnum, Rockland, Orange, Dutchess, Ulster and Greene counties. Kevin is a 40 year veteran of the industry, and still has a love for it and simply cannot understand why anyone would tell a young person to get out while they can, instead of inspiring them to greatness! Kevin’s previous episodes HERE.

Key Talking Points:

Matt Lachowitzer

Not letting go of the cancer in my shop because he was a “super tech”

 Some points

1.  I was afraid because he was our best tech, highest producing, could fix anything
2. I didn’t know if our team could replace what he could do
3. It appeared that he was well liked, and I didn’t want to cause issues, even though it was causing lots of issues. Lost front end staff especially.

Emily Chung

• I didn’t terminate the employee soon enough
• I believed that I couldn’t run the business without him
• The employee was a great technician, and I thought that meant I could take advice from him in other areas e.g. business operations

 Lessons learned

• Slow to hire, quick to fire
• Being a tech and being a business owner are very different skills
• I’m more resourceful than I give myself credit for, no matter what happens I’ll figure it out

 Blessings

• The experience has added resiliency to my character
• I now know the price I pay when I allow toxicity to persist
• I was able to work through that season of my business

Kelli Weatherby

• Our 20 group had made mention that we were going to have shop spotlights as a line item in our meetings for 2020 and beyond. As discussed, this would help shops/owners in reaching goals set along with many other advantages. Lee and I along with another local shop had been part of an in-person shop tour. So my thought was there is NO way we would be considered for a spotlight. OH BOY WAS I WRONG. 
• We were lucky to have 5 separate committees 1.) Facilities 2.) Marketing 3.) Management 4.) Finance 5.) Lee and Kelli Headspace support
• Outcome (PRICELESS) – With the help that was rendered I believe we were prepared and STRONG in all that was 2020. We put together AND finalized our organization chart. Our standard operating procedures were dialed in with new manuals. Our financials and budgets along with our 3 yr business plan have been shared with our whole management team. Our succession is going forward. Lee and I are working diligently on our 35 yr marriage and have included a counselor that we BOTH agree is helpful. I mentioned this last but I certainly believe with ALL that I am, this is the most important work we do. In a business where the owner/operators are all in and on deck looking to manage personal challenges AND business growth and personnel engagement along with customer experience….MAN OH MAN this will spin the head  
• If you feel any of this is relevant to where you would like to go, I am an open book and glad to share. If not, l have had many experiences with what started out as a train wreck, turned to a golden opportunity for growth!!

Kevin Eckler

• Being too busy and drawn up into the moment and not seeing the bigger picture was my fatal flaw.I was so consumed in the daily work that I never seriously sought out bettering myself thru business education and only sought out technical knowledge.
• My focus was being the best at what I did, which is fine, except I continued to view myself as a tech and not an owner. It was safe, comfortable, familiar, and completely the wrong way to, which held growth and prosperity way back and kept us as a shop from being who we could have been.
• So in short, not stepping into and owning the position that had come to hold and clinging to what was safe almost financially, physically, and emotionally destroyed me.Accepting and finally embracing my responsibilities and putting the same efforts into becoming an educated owner as I did as a tech is when the change began in the business towards being successful. It is still a fight to not fall back into what is safe, but I now own my place and responsibilities.

Resources:

• A special thanks to Matt Lachowitzer, Emily Chung, and Kelli Weatherby for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

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

This episode is brought to you buy 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

The Panel:

John Bridgwater and his wife own Wright’s Automotive Service in San Leandro, CA. John started to earn his ASE certifications early on and began networking with other technicians and shop owners. John was honored among eleven others as an Auto Care/ASE World Technician in 2015. In order to be considered for this award, you must hold at least 22 ASE certifications. John currently has 49 certifications and he is working on the 50th. John Bridgwater has a very interesting story on his rise to shop ownership. He started in 1987 and became a shop owner in January 2015. John actually was recruited by a shop in the bay area that he and his wife eventually purchased. He waited a long time for the right opportunity. John is also a technical trainer for an aftermarket company. Listen to John’s previous episodes HERE.

Kevin Eckler, a Dad and a mentor along with wife Lisa, own Foreign Car Specialists, in Poughkeepsie, NY. Kevin has been named Albany, NY region’s ASE Tech of the Year 2019 and 2020. He was also voted Best mechanic in the Hudson Valley, which encompasses Westchester, Putnum, Rockland, Orange, Dutchess, Ulster and Greene counties. Kevin is a 40 year veteran of the industry, and still has a love for it and simply cannot understand why anyone would tell a young person to get out while they can, instead of inspiring them to greatness! Kevin’s previous episodes HERE.

Richard Falco Jr. is an instructor for Carquest Technical Institute (CTI). He is an ASE Master Technician L1 with over 25 years in the auto repair industry. His technical experience includes Domestic, Asian, and European vehicles both at the dealership level and as a successful shop owner. He has instructed technicians and college students in all aspects of automotive repair and currently takes care of our customers, for CTI, throughout the southeastern U.S. Listen to Rich’s previous episodes HERE.

Paul Marquardt Started in this business in 1979 as a pump jockey and lube tech. Paul attended various training over the years, some of it daytime training 4 hours of travel time. He bought the business Northwoods Auto Techs, Rhinelander, WI, in 1990 and in 1995 expanded from 2 bays to 5 bays and became a NAPA Autocare center at the same time. He was the NAPA Stevens Point NAPA ASE Tech of the Year from 1999 through 2008 and was the National NAPA ASE Tech of the Year for 2010. Paul Joined the NAPA Autotech training team around 2011 as a contract trainer and have been doing that as well as keeping the business going. Learn of Paul’s Previous episodes HERE.

Key Talking Points

• Many technicians and shop owners started pumping gas ‘Pump Jockeys’ at full-service stationsPaul and Rich pumped gas when they started. Groomed into the shop
• 1986 Ford was fuel injected. The learning curve happened after that.You learned about new tech via trial by fire
• You could diagnose carburetors with your ears and vacuum Gauge
• Many had great mentors that were very instrumental in teaching them
• Kevin worked at the dealer because he thought it was the mecca of technician jobsHe graduated top of his class from Rhode Island Technical Institute
• The dealer was the place you worked because it was considered a careerIt may not apply today
• Chrysler Caravan debuted in the 80sHad a Mitsubishi motor
• It set the pace for the future of SUV’s and Crossovers
• IROC-Z debuted in the 80sRich owned one
• When the phone rang in the 80s you had a high potential that they would become a customerToday it can lean toward pricing
• Pricing of parts was from different color sheets
• They don’t miss paper catalogs or manuals
• Paychecks went into race cars
• Boomboxes with 12 D cell batteries were the norm
• Some starting pay rates today are not as strong as some were in the 80s. Rich Falco’s story.
• Safety is very important. Gloves, use proper equipment so you protect your body. Hearing protection. Years later these professionals would have done it differently to protect themselves
• So many warnings about the new tech – It Won’t Last. Who knew!!!
• Have a different hobby than what you do for a living

Resources:

• A special thanks to John Bridgwater, Kevin Eckler, Rich Falco, and Paul Marquadt for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

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

This episode is brought to you buy 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

Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980’s. Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island, he attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod. Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists. When the owners retired in 1995, Kevin bought the business and the rest is history. Kevin’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.

AJ Nealey got the mechanical bug at a young age playing with Legos. The bug quickly escalated to wrenching on his own car in high school, to his first full-time job as a technician and also to a racing career.

He started Nealey Auto Service, Edgewater, MD, out of his one bay garage in 2011 after his racing career came to an end. After he married his wife, Stephanie, in 2014. AJ and Stephanie decided to focus all energy and resources to grow Nealey Auto Service. It all started with taking RLO Training’s Guerilla Shop Management course. Since then, they have grown to a 9 bay facility with 8 employees and have increased sales a total of 1172% since then. Listen to AJ’s previous episodes HERE.

Key Talking Points:

• Family dynamic will change keeping safe at work as to not risk bringing COVID-19 in the home and visa versa
• We must be on our ‘A’ game and create a clean work environment, produce a sanitized customer experience, to present a clean work environment to our customers and team.
• Telecommuting may become more prevalent than ever. Work centers, call centers, and cubicle farms may become a thing of the pastA decline in commercial property rented for these purposes
• New software to help in work productivity while telecommuting
• Miles driven will be affected.
• Will public transportation decline because of close proximity and sanitary conditions?Will affect miles driven to the plus.
• What about ride-sharing. Will that be considered clean/safe
• Wearing a mask should be standard until there is medicine or a vaccine that will treat COVID19
• Customers, like a fleet, will want to be sure you are providing a clean and safe environmentYou’ll need to create and instill protocols to manage clean, safe and sanitized
• Get the local health care experts to help you in creating the right sanitizing program
• We will have legal obligations that are yet to be determined, but you need to demonstrate extreme responsibility and the ‘do right rule’
• The perception of your customer to the safety at your shop will be critical. Just because you do doesn’t mean they know. Put your safety concerns upfront to your customer.
• Will concierge service be included in your labor rate or be an add on?Will pick-up and drop off become the norm. Many different thoughts
• Protecting your team during pick-ups and disinfecting
• Not all your people will be willing to risk exposureYou need to get on top of this
• Building a strong ‘board of director’ type advisors. Your banker, attorney, accountant and insurance agent. These relationships have always been important but now with the pandemic, you realize the value of them.
• Be a Warrior!
• New car sales will have an impactVIO, miles driven, age of the vehicle will have both positive and negative impact on the aftermarket.
• Electric Vehicle sales may slow because of the price of gas. A short term impact
•  Reaching out to clients to see if they are OK is not a bad thing. Being connected and feeling of fulfillment may be important in the future.
• Client follow up to see if they need anything and they are safe
• Share your protocols with your clients so that they understand what you do for the safety of your team and them.
• Put more humanity into your relationships
• As you have discovered yourself as a more caring business person who is at the ready to help … continue it post-pandemicSupport beyond automotive repair
• The pandemic has made us more responsible and will continue
• Stop believing: This Is The Way I’ve Always Done It!  
• Having a coach has made a world of difference to all shop owners that engaged one. Going forward the need for the mentor/advisor/accountability partner will enhance and strengthen your business.
• Opportunity for growth is on the horizon

Resources:

• A special thanks to Kevin Eckler, Greg Buckley, and AJ Nealey for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

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



The Panel:

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

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

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

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

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

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

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

Key Talking Points:

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

Resources:

• A special thanks to John Eppstein, Judi Haglin, Kieth Williamson and Lisa Eckler for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

Town Hall Academy Sponsored by:

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

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

THA 124

These guys brought their A game and really were extremely transparent about their own personal story. The panel’s message resonated and was on point about coaching and accountability. There is a lot of talk in the industry as to the value of an accountability partner or coach. It is a personal decision. It is not for everyone, but this summit will help you resolve some of your very own concerns and help you make a decision.

Barry Barrett covers the premise of the book that builds a foundation for negotiation on the basis of understanding the other party through empathy and active listening skills.

During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people.

Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. He is a Ziglar Legacy Certified Coach. Find Barry’s other episodes HERE.

Carlo Sabucco started in 1994 after attending several years at Ryerson University for business. Thereafter graduated Mohawk college Automotive Tech Program.  Carlo has devoted a great amount of time surrounding himself with some of the greatest shop owners in the market. Over the years, Carlo attended training from Bob Greenwood to Cecil Bullard, Dave Schedin, Elite and group process with Jim Murphy, thru to Kelly Bennett, now he is with ShopPros. Today Carlo operates Sils Complete Auto Care Centre, a successful 8 bay facility, approx 7,000 square feet on the east side of Oakville, Ontario. Listen to Carl’s previous episodes HERE.

Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980s.  Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island. He attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod.  Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists, Poughkeepsie, NY.  When the owners retired in 1995, Kevin bought the business and the rest is history. Find Kevin’s other episodes HERE.

Key Talking Points:

• If you are not willing to be held accountable do not consider hiring a coach. Do not listen to this episode. Stop reading
• If you admit that you do not know it all, you may benefit from an accountability coach
• You need to find a coach where the relationship is of mutual respect
  • You will not listen to a person who you don’t value
• Coaches are not trophy’s on the shelf. You must listen and do what you both decide on
• Don’t pay if you will not play
• None of Us is as Smart as All of Us
• You need to find an accountability coach that is compatible with you. Not necessarily like you but understands you and will push you
• Carlo found a ‘C’ suite coach to help him with his personal leadership skills. He also has a business coach
  • It allowed him to find an area that helps him and his business flourish
• Not all coaching or all coaching is the same
• The industry may not understand the ‘I don’t know what I don’t know’ business axiom and cannot admit that they could use help to discover what they need to know
• Don’t judge the coaching industry by just one coaching experience or one interview
• Consider that your leadership team help hold you accountable
• CEO’s get paid to generate ideas
• You must convince yourself that there is a better way. It is up to you who decides not your significant other, your partner, your friend or your coach. You.
• Two of Barry’s core values
  • Humble Confidence
  • Radical Transparency
• How to find a coach
  • Based on your need. What specific areas of improvement are you looking for?
  • Get referrals from others that have had success
  • Match your profile on an intellectual and emotional level
  • You may want a coach that has been in the industry
  • To understand my needs
  • They must be successful with others like me
• Be willing to say we did it not I did it. It takes a village
• Build your business so that it doesn’t collapse when you are not there
• Make it a ‘get to’ not ‘have to’
• Are you ready? Have you had enough? Rob Rowsell. See episode https://remarkableresults.biz/e417/
• When the student is ready the teacher will appear.
• Expect that you will learn that you will fire some of your people so you can create a better team
  • You hired the wrong person or you created the wrong person
• You have a good coach if they want to fire you for non-compliance. They should not take your money if you are a non-player.
• A coaching relationship must be a fit. Expect your coach to do due-diligence on you as well your due-diligence on them.
• Keep in mind good coaches pull the answers from you. Consultants give you the answers. You want a coach.
  • You may not like the questions you are asked. That is OK
  • Your answers to the questions give you ownership of the answer as you discover that you need to do to improve yourself or your business
• Look to discover your bad habits and change them with your coach. f you don’t want to change; you may be the problem.
  • Sometimes you are in too close to see the big picture
• Experience is the name we give to our mistakes. Barry Barrett
• It starts by admitting your weaknesses.
• Don’t things correctly is better than being proud. Find humility
• You can judge people by considering if you would work for them
• Knowledge paired with execution is where the power is
• Pick the right coach who can help in the areas that you need
  • Emotional intelligence
  • Business
• Are coaches the right fit for you. Are they emotional or business processes, numbers, KPI type of coach
• When you get new eyeballs on your company you get new ideas and answers

Resources:

• A special thanks to Barry Barrett, Carlo Sabucco, and Kevin Eckler for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.



Your Learning Curve Never Sounded So Good

The Panel:

Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980s.  Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island. He attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod.  Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists, Poughkeepsie, NY.  When the owners retired in 1995, Kevin bought the business and the rest is history. Find Kevin’s other episodes HERE.

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

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

Jim Belliveau was born in Indianapolis, Indiana in 1948 and raised in Springfield, New Jersey, Jim has lived in the Hudson Valley since 1972. He attended Seton Hall University, majoring in finance and played on the varsity golf team all four years. He and his wife of forty–one years have raised five children and have eleven grandchildren.

From 1973 – 1989 Jim owned and managed Belliveau Builders, a residential building construction company which built single-family architecturally-designed homes, two of which were featured in New York State as winning designer homes. He and his wife co-authored a book entitled, Riches Under Your Roof, How to Make Your Home Worth Thousands More, (Holt, Rhinehart and Winston, New York, 1983).

In 1989, Jim started a Professional Employer Company (PEO), Acadia HR with offices in Austin, Texas and Red Hook, New York which provides human resource management to other companies throughout the United States, ranging in size from one employee to five hundred employees in a variety of different types of businesses. Find Jim’s other episodes HERE.

Greg Bauer founded ESC in 1995. Prior to founding ESC, Greg ran a family auto business. While in that role, he recognized that a company that could help businesses with employment administration and human resources would be a valuable addition to the WNY marketplace. Shortly thereafter, he founded Employer Services Corporation.

ESC is an Outsourced Human Resource (HR) Firm and Professional Employer Organization (PEO) headquartered in Buffalo, NY. The only locally owned PEO, ESC provides to hundreds of businesses locally, regionally and throughout the country, offering unmatched expertise in all areas of HR outsourcing and employment administration, all under one roof.

ESC is a full-service HR Outsourcing firm, integrating HR, payroll, benefits procurement & administration, and HR technology into one seamless platform.  By providing services typically procured by 3-7 different vendors, ESC’s client base of small to medium-sized businesses experiences savings and efficiencies.

Key Talking Points:

• PEO: Professional Employer Organization
  • They provide compliance, policies procedures, Payroll, benefits and more for the small business person
  • The help their clients become the employer of choice by offering programs that make them competitive in the hiring arena.
  • Can be your payroll company.
  • Legal support can be provided
  • They become your co-employer
  • PEO’s become part of your trusted advisor network like your accountant and lawyer.
• Kevin Eckler did not want to lose control of his people and his authority, but after very careful discovery he chose to go with a PEO and has not regretted the decision. The trust was there and he didn’t lose control.
  • His fears were solved with his PEO, which is Acadia HR
  • Kevin was too busy being busy to stop an realize that PEO’s are there to help.
• A handbook in business brings design and order and relishes a level of respect.
• Post PEO’s by nature are regional by nature, but some can be multi-state organizations and across many industries.
• Most small businesses do not have an HR professional on staff. Many times it is the bookkeeper or CFO who doubles as the HR specialist.
  • HR laws and policies are changing so fast. Compliance and wage/labor issues are areas you need to understand.
• Involuntary Non-Compliance
  • You don’t know what you don’t know.
• PEO’s can encapsulate all your labor costs into one number which can provide you a great metric to realize your total labor costs.
• PEO’s can provide health insurance options for their clients that can have a competitive advantage. PEO’s can give a small company the accessibility. Smaller companies can get the look and feel of a larger company because of the benefits package they offer.
  • Health care is the single biggest benefit that employee’s want and need
  • Flex spending accounts are options to consider.
• The PEO owners on the panel say that the costs for this service can be revenue neutral when you consider your current costs and the costs of all the time invested in HR tasks.
  • Also, consider the advice and risk management support that is included.
• When writing new policies for your handbook your PEO and review the language and be sure it is not discriminatory.
• PEO’s provide a secure portal for access to pay stubs and information from your company.
• Get coaching advice on a legal termination.
  • Could include a warning and a path for improvement.
  • Sometimes letting a person go can be good for both.
  • The termination of a person in a ‘protected group’ needs special attention.
• PEO’s are gaining respect from government agencies, like EEOC, and can look favorably on an employer that has a PEO as their HR provider.  

Resources:

• A special thanks to  Kevin Eckler, Lisa Eckler, Jim Belliveau, and Greg Bauer for their contribution to the aftermarket.
• Books Page HERE
• Acadia HR webiste here.
• ESC Employers Services website here.
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Subscribe to a mobile listening app HERE.

The 400th episode milestone for the Remarkable Results Radio Podcast would not have been possible without the support of aftermarket professionals who have embraced the podcast as an important educational and networking tool to not only grow themselves but their businesses.

The ability to listen to concepts, insights, trends and differing views stretches our ‘think’ and serves the reality that there are many ways to grow and prosper. Thanks for continuing to listen to the stories; the context of the aftermarket.  Carm

PS: Thanks to the sponsors of the podcast that also helped make this an enduring and significant educational tool.

The milestone panel:

Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves 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. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE.

Pete Rudloff is a national automotive instructor/advisor, ASA volunteer leader, nationally published technical writer and owner of both Pete’s Garage, Inc. and Blue Collar Technologies, Inc. in Newark, DE. Pete has a passion for raising the bar for the auto trade and a reputation as a friend to the general auto repair shop with many calling themselves Pete’s customer. More than just a guy who fixes cars, Pete is out to change the auto trade and how vehicle owners view auto shops with his new FlexCheck Auto Digital Vehicle Inspection Software. Listen to Pete’s previous episodes HERE.

Maryann Croce of Croce Transmissions in Norwalk, CT and business adviser at smallbizvantage.com. Maryann and her husband Tony combined her banking career and his automotive technical skills and bought a transmission business 15 years ago. They have 4 bays, 4 techs and one service adviser

As so many in the aftermarket know when husband and wife’s and families, for that matter, run a great business there are a few secrets that make it all work. Maryann talks about two of the secrets to working together; knowing your role and trust. Link to Maryann’s Previous Episodes HERE.

Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980s.  Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island, he attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod.  Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists.  When the

owners retired in 1995, Kevin bought the business and the rest is history. Kevin’s previous episodes HERE.

Ryan Clo is a twenty-year veteran of the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth.

Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry.

Ryan has also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes HERE.

Richard Falco Jr. is an instructor for Carquest Technical Institute (CTI). He is an ASE Master Technician L1 with over 25 years in the auto repair industry. His technical experience includes Domestic, Asian, and European vehicles both at the dealership level and as a successful shop owner. He has instructed technicians and college students in all aspects of automotive repair and currently takes care of our customers, for CTI, throughout the southeastern U.S. Listen to Rich’s previous episodes HERE.

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

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

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

Christopher Peterson owns Northwest Automotive in Kalispell, MT. Here is his story. None of Christopher Petersen’s family members have been (to his knowledge) in the auto industry. His dad was an electrician that specialized in security systems.  Christopher remembers elementary school when the other kids on the block were playing football or basketball, right in front of his house. But not him. He was in the garage, reading his father’s college AC/DC theory book, and doing the tests at the end of each chapter.  He always thought that he would go into design because he loved building things. He even took 4 years of computer-aided drafting in high school.

From there, Christopher bounced around a few types of shops. He wanted to experience many different brands.  He worked in a euro shop for a while and then each of the domestic brands.  Christopher was Master Honda certified (as well as ASE Master, and L1). Honda was the first real home he felt.

A back injury put a serious hamper on being a line tech and he went back to the service advisor world.  But this time he was an SA at a dealer. He hated it. Not only did the bean counters in the corporate structure only see employees as percentages and production numbers, they saw customers the same way. Christopher didn’t feel he could really help people the way he thought they should be helped.

So it was time to find his own way….after 20 years doing it for other companies, Christopher started to do it his way. Link to Christopher’s Previous Episodes HERE.

Key Talking Points:

Kevin Eckler

• He was moved by so many ideas and concepts shared that he was motivated to joining a local high school advisory board, he hired a business coach is redoing his lobby

Ryan Clo

• The information age gives us a lot of power. However, if you don’t implement it is just information.
• Take the steps necessary, but don’t re-invent the wheel ask for help. Don’t let your ego get in the way.
• Find the seminar, the coach the peer to help you. So many willing to help you up your game.
• Once you get there you’ll be asked for your help.

Maryann Croce

• So many players of the aftermarket are represented in the podcast makes for many different ‘One Things’ to take away.
• It breaks down the silos in our industry by uniting the words into one whole industry perspective.
• Being an example of professionalism in the industry is your role.
• It is easy to get stuck and feel overwhelmed. Stop and listen to the stories told and get your self unstuck.

Dwayne Myers

• Dwayne had a great take-a-way in an episode that changed him when he realized he was a developer of people.
• The network of listeners shares the podcasts and stories as the concepts and strategies are discussed.
• Bringing the ideas to your team and get their buying and possibly implementation.
• Big take-a-ways from Academy comments from your listener is just as powerful.
• Measure yourself against yourself and not other peoples.

Peter Rudloff

• If you’ve only learned one thing you are doing it wrong.
• Pete learned that his way is OK. He is unconventional and yet is very successful.
• He also knows that his way isn’t the only way. He learned about how many other people do it.
• The podcast has shown Peter that the industry is OK. We are a good and honorable trade. He is proud that he is an auto mechanic.
  • Our trade is valuable to the country.
• Listeners can see alternative futures by listening to others and their glimpse of their visions.

Richard Falco

• You can see career pathways through the different interviews.
• Jorge Menchu’s episode 241 was a huge ‘thing’ for him on the concept of how to learn and fill in the blanks.   Listen to Jorge’s episode HERE.

Christopher Peterson

• See’s the podcast as facilitating different methods of learning.
• He shifted his view in not seeing other shops as competition.
• An episode with Steve Miller and his book ‘Uncopyable’.
  • What separates your shop from others.
• Learn to ask questions.
• Keep the list in the whiteboard and stick them up.

Tom Lambert

• We don’t have a shortage of hard-working people in our industry.
• We are so busy working hard that they do not have time to stop and try something new.
• You don’t know what you don’t know.
• Invest in learning via, the RRR podcast, classes, which business coach, etc.
• Tom found it cathartic to be on the show.

Overall

• Many in the industry are willing to help.
• Everyone’s goal is to help all ships rise. Pay it forward.

Resources:

• Thanks to Kevin Eckler, Pete Rudloff, Ryan Clo, Rich Falco, Tom Lambert, Maryann Croce, Dwayne Myers, and Christopher Peterson 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:
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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

The Panel:

Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980’s.  Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island, he attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod.  Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists.  When the owners retired in 1995, Kevin bought the business and the rest is history. Kevin’s previous episodes HERE.

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN.  His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adaptations, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.

Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Hear Matt in these Remarkable Results Radio Episodes HERE.

Wayne ‘Jerry’ Bishop began his automotive career as his Dad’s shop helper in the 1970’s. After graduating high school in 1979, he attended Florida Community College, studying Industrial Electronics. Having a good understanding of electricity gave him an edge working with his dad after school. Jerry has worked more than 30 years in the automotive repair industry, specializing in auto air and drivability. Before owning his own automotive service and repair business, he worked for Ford Motor Company, AutoNation USA, Daimler Chrysler / Jeep as well as a few large independent shops in Jacksonville Florida. After closing his business in 2004, he worked for American Honda. In 2006 Jerry joined Standard Motor Products as a Pro Training Instructor. He is an ASE Master Certified Technician with L1, L2 and L3 certifications. He also holds a State of Florida Emissions License. Jerry currently lives in Fleming Island Florida with his lovely wife and his daughter. He and his family enjoy cooking, fishing, bicycling and hiking. Wayne’s previous episodes HERE.

Key Talking Points

• Outstanding does not equate to being an ‘A’ tech. An A Tech, B Tech or C Tech can all be outstanding.
• To be excellent and outstanding technicians need balance in their life.
  • Be grounded with personal time.
• They lead in the shop and help develop the culture of growth, a learning environment and take on work others may not want, but also how to take a certain path to a solution.
• Will help younger technicians grow in their career.
• They will show and share their knowledge.
• Outstanding technicians want to work at outstanding shops.
• Passion is required. A burn or fire in your belly to show up every day to do your best.
• Being self-critical.
• Pride in your work to be able to fix a problem no one else can.
  • Having pride in your workmanship.
  • Prideful techs will verify their solution.
  • Pride requires humility.
• Growth in maturity is a large factor in these outstanding qualities.
• Precision in work quality is an important quality to strive for.
  • Being accurate and right.
• A great fix and a greasy floor or fingerprints on the vehicle will not bring the customer back.
• Is the owner creating the environment that attracts outstanding technicians?
• Kevin Eckler looks at the Disney model against his own business.
• Your team will need to have measures to understand what outstanding means in your business.   
• Outstanding Techs:
  • Are mature.
  • They realize that they don’t know it all.
  • Want to learn more every day.
  • Will want to stay current.
• Balance
  • You need a hobby that is not working on cars.
  • Spend time with family and friends to avoid burnout.
  • Teach the younger technicians to find this balance early in their career.
• Humility comes from age and wisdom and can come at any age.
• Flat rate pushed techs to form being outstanding and push to be fast.
  • A flat rate may have killed a lot of technicians careers.
  • At dealership doing a job over and over again. Flat rate works.
  • At independent shops seeing new and different jobs more often lends itself to a salary and bonus program.
• Networking is an important ingredient for outstanding technicians.
  • Learning different points of view on tackling a challenge.
  • Also, manage shop managers and owners to help you find different perspectives on your work challenges.
• Mentoring helps you be ‘like’ someone by learning their ways and methods.
• Finally:
  • Good communication.
  • Honesty. Be truthful.
  • Don’t take frustrations home.
  • Let your family ground you.
  • Learn to disconnect.
  • Create a work environment where it is safe to talk about anything.
  • An outstanding technician is confident and a contributor.
  • He is a great citizen and helps others.
  • She has great values.
  • Learn from your failures.
  • Don’t fake anything beyond your skill level.
  • Have multiple mentors that can provide you with different perspectives on your challenges.
  • Must be a perpetual student  

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