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



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.

Facebook   Twitter   Linked In   Email

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



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.

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 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.

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.

Talking points:

• They are really specialists with European and fix just about anything in the realm.
• Kevin purchased the shop he worked in. He obtained a small business loan (SBA).
• They survived for 20 years and Kevin went through some tough struggles.
• Just recently they turned around the business.
• Lisa in strongly involved in the business. She takes all the classes she can get in regards to management.
• Lisa’s work in the business has re-ignited Kevin’s passion for the automotive.
• Kevin works in the bays every day. This is his love. He realized his talent was not on the counter or in the office.
• His service manager allows Kevin to be in the bays.
• He was too generous when he worked on the counter. He gave too much away.
• They wish they had a coach 20 years ago.
• You can’t afford not to have a coach.
• Their business coach helped Kevin and Lisa understand WHY things needed to get done.
• They are both perfectionists.
  • Perfection does not exist but high standards do.
• They love to travel in their RV. Love the outdoors.
• They will close the shop and take the team to the World Pac seminar in TX.
• They offer education bonuses to their technicians for taking training. They are paying for the training and the travel.
• Treat your team like family. Reward them. If you appreciate them, thank them for a great day.
• Get business training. You need CEO training.
• If your business is not doing well, it is an internal problem, not an external one. There is enough business for everyone; it is not about the shop down the street.

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