Automotive Field Theory

Recently, Matt and his wife, Danielle, embarked on a kitchen renovation journey. Danielle, like many customers, feared being taken advantage of during the process. These concerns may seem illogical to some, but the fear of not getting our money's worth is real and relatable.

While listening to Danielle's worries, Matt was reminded of the movie "My Fair Lady." The character is willing to pay a shilling to learn how to speak eloquently. While a shilling may be insignificant to some, it represents a significant portion of the character's financial worth. It's all about understanding what services or products mean to different individuals.

This extends to the automotive industry - empathy and understanding toward customers' financial situations is crucial. Clear communication and setting realistic expectations are key. As professionals, let's strive to not just under-promise and over-deliver, but align expectations with the actual outcome. 

Show Notes

• Professionalism and the Kitchen Renovation (00:00:11) The topic of professionalism and shares his wife, Danielle, has anxiety and fear about their kitchen renovation project.
• Issues with Cabinet Alignment (00:02:14) A gap in the cabinet alignment caused by the placement of the microwave and how they addressed the issue with the company.
• Anxiety about the Garbage Receptacle (00:05:32) Danielle's worry about not receiving the garbage cans with the sliding garbage receptacle and her fear of not getting value for the money spent.
• The shilling is a high percentage of her worth (00:08:51) Discussion about the value of a shilling to different individuals and the importance of understanding financial worth with reference to "My Fair Lady."
• Setting realistic expectations in kitchen renovations and vehicle repairs (00:11:00) The importance of setting realistic expectations in both kitchen renovations and vehicle repairs, and the potential challenges that may arise.
• Lack of Professionalism and Empathy (00:26:21) Exploring the importance of being empathetic towards customers and delivering a professional level of service.
• Building Reputation and Demonstrating Quality (00:27:18) Highlighting the significance of small gestures, such as returning the vehicle in good condition, building a positive reputation, and demonstrating the quality of service provided.

Thanks to our Partner, NAPA Autotech napaautotech.com

Email Matt: [email protected]

Diagnosing the Aftermarket A - Z YouTube Channel HERE

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

Matt Fanslow discusses the importance of giving credit where it's due, using actor Bill Hader as an example. He links this to the automotive industry, emphasizing the need for managers and owners to acknowledge their employees' good work. Matt also highlights the significance of positive customer interactions and the role of humility, honesty, and modesty in enhancing a shop's reputation.

Show Notes

• The trend of giving credit (00:02:36) Bill Hader's interviews and his habit of giving credit where it's due, discussing the importance of acknowledging others' contributions.
• The struggle with giving credit in management (00:05:04) The difficulty that managers and owners face in giving credit to their personnel, emphasizing the inconsistency and negative impact of not recognizing others' efforts.
• The benefits of giving credit (00:07:29) The positive outcomes of acknowledging individuals by name for their work, such as increased customer satisfaction, confidence, and word-of-mouth recommendations.
• The importance of technician training (00:09:46) The need for technicians to continuously update their skills and knowledge in order to diagnose and repair complex vehicles.
• Positive interactions with clients (00:10:55) The significance of positive interactions with clients and how it can lead to customer satisfaction and word-of-mouth recommendations.
• Recognizing the contributions of the team (00:13:20) The importance of acknowledging and appreciating the contributions of all team members in a shop, including service advisors, managers, and owners.

Thanks to our Partner, NAPA Autotech napaautotech.com

Email Matt: [email protected]

Diagnosing the Aftermarket A - Z YouTube Channel HERE

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

Join Matt Fanslow as he answers some questions from his listeners in his 'mailbag.' Matt discusses the hiring bonus dilemma, compensation and profit sharing, the power of training, the flat rate pay system, book recommendations and how to create a network of industry peers.

Have a question for Matt to answer? Email him at: [email protected]

Show Notes

• Hiring Bonuses for New Techs (00:02:27) Discussion on the fairness and impact of hiring bonuses for new technicians and how it affects existing employees.
• Broken System of Compensation (00:04:58) Exploration of the different ways technicians are compensated and how it can lead to resentment and difficulties in hiring new technicians.
• Ethical Profit and Long-Term Benefits (00:07:31) Explanation of how Matt's shop rewards employees based on ethical profit and how hiring bonuses can benefit both the shop and existing employees in the long term.
• The Mismanagement of Compensation (00:09:59) Discussion about the mismanagement of compensation in the aftermarket automotive industry and the potential impact on employees.
• Concerns about Flat Rate Pay (00:13:33) Addressing concerns about transitioning to a flat rate pay system and the potential negative impact on technicians' income and job satisfaction.
• Recommended Books for Auto Repair (00:19:49) Discussion on the importance of reading books on auto repair
• Building a Network in the Automotive Industry (00:26:06) Advice on how to build a network of connections in the automotive industry, including attending trade shows and utilizing social media.
• The importance of networking (00:29:42) The value of building relationships and networking in the automotive industry.

Thanks to our Partner, NAPA Autotech napaautotech.com

Email Matt: [email protected]

Diagnosing the Aftermarket A - Z YouTube Channel HERE

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

Recorded Live at AAPEX 2023, Bob Heipp discusses personal health issues, the importance of open communication and vulnerability, and the subsequent lifestyle changes he made. The conversation further delves into the significance of honesty in relationships, mindfulness, and overcoming addictive behaviors. 

Show Notes

• Watch Full Video
• The Heart Attack Scare (00:02:05) Bob shares his experience of having a heart attack scare and undergoing a double bypass surgery.
• The Importance of Early Detection (00:08:19) The discussion highlights the fact that many people's first heart attack is their last, emphasizing the need for early detection and lifestyle changes.
• The baseline test (00:09:53) Discussion about the benefits of taking a calcium test to determine the need for cholesterol medicine.
• The importance of vulnerability in relationships (00:13:28) Conversation about the significance of being open and vulnerable in maintaining sustainable relationships.
• The Vulnerability of Leadership (00:19:40) Discussion on the shift in outlook towards vulnerability in managing businesses and people.
• The Power of Meditation and Silence (00:20:58) Exploration of incorporating meditation and prayer, including the benefits of silence and introspection.
• Rewriting Programming and Dehumanizing (00:26:15) Conversation on the process of rewiring the brain and the dangers of dehumanizing people, including discussion on neuroplasticity and the impact of social media and pornography.
• The Health Focus (00:29:27) Discussion about Bob's focus on health, including surgery and depression after major heart surgery.
• Experiences at Apex 2023 (00:32:49) Conversation about attending AAPEX 2023 in Las Vegas for the first time, experiencing Halloween on Fremont Street.
• Evolution and Journey after Open Heart Surgery (00:35:08) Reflection on the personal growth and emotional transformation after open heart surgery, discussing the ongoing journey of self-discovery and figuring things out.

Thanks to our Partner, NAPA Autotech https://napaautotech.com

Email Matt: [email protected]

Diagnosing the Aftermarket A - Z YouTube Channel HERE

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

Recorded Live at AAPEX 2023, Carm is joined in studio with Aftermarket Radio Network hosts Brian Walker and Matt Fanslow for milestone episode 900. Carm discusses the process of creating the podcast, the journey to expand to the Aftermarket Radio Network and how his daughter Tracy became a crucial part of the team, starting as an editor and eventually working full-time with him. Carm also reflects on the challenges he faced when starting the podcast, the importance of consistency, quality, and good editing, and the shifts he had to make along the way.

Aftermarket Radio Network

Hunt Demarest, CPA, Paar Mellis and Associates, Business by the Numbers Podcast

Matt Fanslow, Riverside Automotive, Red Wing, MN, Diagnosing the Aftermarket A to Z Podcast

Kim and Brian Walker, Shop Marketing Pros, Auto Repair Marketing Podcast

Chris Cotton, AutoFix Auto Shop Coaching, Chris Cotton Weekly Blitz Podcast

Show Notes

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• Watch Full Video
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• RR 172: Giuliano Zuccato, Clay Sculptor – 1964 Mustang
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• RR 243: Giuliano Zuccato – Chrysler Crossfire & Horse of Destiny Foundation
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• The preparation process (00:01:51) The process of preparing for a podcast episode, including research, vetting ideas, and interviewing guests.
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• Working with Tracy (00:06:38) Carmen shares how his daughter Tracy came to work with him on the podcast and the proposal he made to her to join the team.
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• The success of the Aftermarket Radio Network (00:07:59)
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• The preparation process for podcast episodes (00:08:29) Carmen discusses the things he had to learn and the podcast coach he hired before starting the podcast.
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• The first interview (00:09:27) Carm talks about how he called Dave, a shop owner, to be his first interviewee for the podcast and how they connected.
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• The evolution of the podcast (00:12:52) Carm reflects on the growth of the podcast, starting with the first episode and the decision to create additional shows like the Town Hall Academy and For the Record.
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• The struggle of starting a business (00:18:22) Carm discusses the challenges he faced when starting his business, including finding sponsors and promoting his podcast.
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• Becoming a better interviewer (00:22:09) Carm explains how he had to improve his interviewing skills, drawing inspiration from NPR and studying interviewers like Charlie Rose.
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• Giuliano Zuccato (00:26:26) Carm tells the story of Giuliano, a guest on the podcast, who came from Italy and ended up working as a sculptor for auto manufacturers.
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• Carm's visit to Giuliano's house and recording the episode on the crossfire (00:28:53) Carm visits Giuliano at his house in Detroit and records an emotional episode about Giuliano's work on the crossfire, despite his illness.
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• Tractor envy and equipment (00:33:47)
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• The future of the industry (00:35:27) Carm mentions that he is preparing an episode on the future of the industry and talks about the challenges and changes that may occur in the next five years.
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• New shows on Aftermarket Radio Network (00:40:54) Carmen and Tracy are brainstorming ideas for new shows on Aftermarket Radio Network, aiming to grow the network and engage with the audience in new ways.
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• Cherishing milestones (00:43:15) Carm discusses the importance of celebrating milestones, such as the 900th episode, as a way to improve personal and professional success in the automotive aftermarket.
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Thanks to our Partners, AAPEX and NAPA TRACS

Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR

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

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"I know that if your pay structure is set up around production, you've already lost if you're hiring a diag tech."

Recorded Live at AAPEX 2023, Matt Fanslow is joined by Isaac Rodell and Rich Falco. Together, they discuss battery reconditioning, hybrid vehicle repairs, the role of diagnostic technicians and their pay structure, the importance of reaching out for support and education, and a discussion on music and the process of building classes for automotive technicians.

Show Notes

• High Voltage Tooling and Battery Reconditioning (00:02:59) 
• The Importance of Diag Techs (00:15:52) 
• The Role of Diag Techs in Shop Profitability (00:17:07) 
• The importance of reaching out for support (00:24:06)
• Challenges of Fleet vehicles (00:25:33) 
• GWAR (00:39:41) 
• Metal Music and Test Scores (00:42:15) 
• The challenges of teaching classes (00:47:34)
• The profitability of mobile technicians (00:50:15)
• The pursuit of being the best (00:55:27) Encouragement to pursue excellence in automotive knowledge and skills

Thanks to our Partner, NAPA Autotech napaautotech.com

Email Matt: [email protected]

Diagnosing the Aftermarket A - Z YouTube Channel HERE

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

"We're going to talk about loss aversion, which risk aversion is essentially you don't want to risk anything, right? You don't like uncertainty, and you're willing to lose out big due to uncertainty and miscalculation. Loss aversion is when human beings really are essentially wired to dislike the loss of anything more than they like the gain of anything. It's more painful to lose something than gain it in the first place."

"The tech's been working there for like a decade, so they have ten years invested. And their sunk cost fallacy is I have all this time invested here; I can't leave."

Matt Fanslow and Bryan Pollock discuss the increasing role of technology in auto repair, the importance of following manufacturer guidelines, the need for a dedicated technology specialist, and the psychological aspects of decision-making in the industry, touching on loss aversion and the sunk cost fallacy.

Thanks to our Partner, NAPA Autotech napaautotech.com

Email Matt: [email protected]

Diagnosing the Aftermarket A - Z YouTube Channel HERE

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

Drawing an unexpected parallel between the automotive and food industry, it comes down to maintaining quality and ensuring customer satisfaction. Tune in or watch as a video podcast on YouTube, as Matt Fanslow and Carm Capriotto compare the struggles of a restaurant owner and a shop owner as they watch 'Kitchen Nightmares 2023 Season 1 Episode 2.'

Show Notes

• Watch Full Video Episode
• Watching "Kitchen Nightmares" (00:02:06) Discussion about watching the show "Kitchen Nightmares 2023 Season 1 Episode 2 with Gordon Ramsey" and the parallels between the food industry and the repair profession.
• The owner's emotional struggle (00:05:04) Analysis of the owner's emotional struggle and the importance of using emotions to make necessary changes in the business.
• The importance of focusing on the fundamentals (00:07:31) 
• The customer's perspective and the importance of quality (00:09:00) How the customer's perspective and experience are crucial in determining the success of a business. T
• The need for effective communication and leadership (00:10:42) The importance of effective communication and leadership within a business.
• The technician shortage (00:14:44) Discussion on the difficulty of finding good technicians and the impact of a toxic work environment.
• The importance of customer satisfaction (00:17:10) Drawing parallels between the restaurant industry and the automotive industry in terms of the impact of negative customer experiences.
• The poor attention to detail and lack of caring (00:22:10) The issue of using cheap and low-quality parts in the automotive industry, leading to potential problems and customer dissatisfaction.
• The struggle with pricing and gross profit (00:22:52)
• The importance of systems and processes in running a successful business (00:25:54) 
• The challenges of running a business (00:29:26) Discussion about the assumption that business owners are always successful and the high failure rate of businesses in the first few years.
• The importance of attention to detail (00:29:52) Exploration of the need for business owners to pay attention to every aspect of their business, including delegated responsibilities like executive chef or service advisor.
• The need for proper tools and communication (00:30:46) Highlighting the importance of providing the necessary tools and resources for employees to do their jobs effectively and the need for open communication between owners and employees.
• The pressure of handling daily challenges (00:36:24) Discussion on the pressure that technicians face in handling daily challenges and how it affects their performance.
• The impact of coaching and consulting in the food service business (00:38:28) Exploration of the growth of coaching, consulting, mentoring, and networking in the food service industry and how it helps businesses improve and succeed.

Thanks to our Partner, NAPA Autotech napaautotech.com

Email Matt: [email protected]

Diagnosing the Aftermarket A - Z YouTube Channel HERE

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

Matt Fanslow discusses the ASE Renewal App, its purpose, and the misconceptions surrounding it. The app is not just a testing tool but a platform for continuous learning.

Show Notes:

• The purpose of the ASE Renewal App (00:01:16) 
• Role of ASE as a test developer and administrator (00:02:30) 
• The app's focus on continued education (00:03:45) E
• Benefits of continued education in the automotive industry (00:09:55) 
• Understanding the purpose of the app and the role of ASE in question development (00:14:03) 
• The ASE Renewal App and Question Flagging (00:17:41) 
• Aging Questions and Exam Modernization (00:18:30) 
• The Importance of Continued Learning and ASE Support (00:19:31) 

Thanks to our Partner, NAPA Autotech napaautotech.com

Email Matt: [email protected]

Diagnosing the Aftermarket A - Z YouTube Channel HERE

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

Matt Fanslow shares his frustrating experience with Facebook and its lack of customer support. On October 2nd he encountered issues with his account being hacked, password resets, and changing email accounts. Matt expresses disappointment in Facebook's lack of support and contrasts it with other platforms like Google and Amazon. He also emphasizes the importance of two-factor authentication and shares his surprise at discovering vulnerabilities that hackers can exploit.

Show Notes with Timestamps:

• The background of the Facebook account (00:00:12) 
• The usefulness of Facebook groups (00:03:18)
• Issues with Facebook account security (00:04:25) Facebook account being hacked multiple times and the challenges faced in trying to regain access to account.
• Loss of Facebook account and data (00:09:51) The complete loss of their Facebook account and all the posts, comments, and valuable information associated with it.
• Facebook's lack of support (00:10:51) The frustration with the lack of effective support from Facebook, despite the platform making money off its users.
• The dangers of accidental downloads and email vulnerabilities (00:16:51) How hackers can gain access to your computer through accidental downloads and vulnerable email settings.
• Tips for protecting your computer and multiple device usage (00:19:56) Advice on being cautious with downloads, using antivirus programs, and having separate devices for different purposes to enhance security.

Thanks to our Partner, NAPA Autotech napaautotech.com

Email Matt: [email protected]

Diagnosing the Aftermarket A - Z YouTube Channel HERE

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