For The Record - Archive

By Carm Capriotto, AAPBusiness Marketing Management

For The Record - Archive episodes

October 08, 2018FTR 014: Bill Nalu wonders – Are You Willing To Be A Messenger For Our Industry?
Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. Bill collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill has been a big contributor to the podcast and he currently serves on several industries and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE.
Key Talking Points
How he values the incredible land called America.
His family immigrated to America in 1975.
This country allowed him to open a business 30 years ago.
We discount context at the price of content.
We must apply context to every piece of content.
He was frustrated until he put context into his life.
Too much choice causes paralysis and we may not make important moves.
So much more to learn along the way. Get involved. Superman will not save the day.
Where is your contribution beyond your four walls?
Interstate Auto Care website.
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Email Carm HERE.
A special thanks to Bill Nalu for sharing his passion – For The Record.

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The views and opinions expressed are those of my guest and do not necessarily reflect the views and opinions of the author, sponsors, associates or affiliates of LSTN MEDIA LLC
10 min
October 01, 2018FTR 013: Jeremy O’Neal on How to Train a Service Adviser
Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation.
With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE.
Key Talking Points
We crave and desire a business that can afford us a lifestyle that gives us time and financial freedom.
It is rare to find shops that have created both.
You need to invest time in your family and personal life.

Relationships with your customers are key to the success of the shop.
If you service adviser has an off day you will see it in the results of an off-sales performance day.
We have all hired people that we think will become a rock star for us.
We don’t have the resources to train and onboard a new person into the business and systems and processes.

You need to create an in-house training program.
Create a training plan.
You must do root core training to be sure your adviser is totally on board with your goals and beliefs.

Use video recordings to document policies.
Schedule training time with your people.
Hold them accountable.
Homework
Roleplay

As a shop owner, you are responsible for developing your people.
Results come when behaviors are aligned.
This training plan will work with and for all positions within your company.
AdvisorFix website.
Freedom Automotive Repair website.
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
Email Carm HERE.
A special thanks to Jeremy O’Neal for sharing his passion – For The Record.

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The views and opinions expressed are those of my guest and do not necessarily reflect the views and opinions of the author, sponsors, associates or affiliates of LSTN MEDIA LLC
11 min
September 24, 2018FTR 012: Cecil Bullard on Undervalued Labor Rates
Cecil Bullard is President of the Institute for Automotive Business Excellence. He is a trainer and business coach in the automotive aftermarket working closely with service professionals. See links below.
Key Talking Points
You must see your value and not be afraid to charge the labor rate that will make you a profit.
You must have self-worth to feel right about what you charge for your time, knowledge and expertise.
Cecil believes that there is a high degree of people working in the industry that have ADHD and Dyslexia because they were pushed into the automotive field by their high school advisors.
Many were told that they were not smart so many lack self-esteem and are afraid to charge what they are worth.
Many shops do not understand how their business works financially because they were great techs. Therefore
We are grossly undercharging for what we do and that leads to issues within our industry.
Tech shortage.
We must hire smarter and mentor them
We don’t pay enough.
We must provide benefits like health, dental and retirement among others.

The core of the problem; we worry about the guy down the street’s labor rate and not your own.
Previous episodes featuring or mentioning Cecil, click HERE.
Institute for Automotive Business Excellence website.
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
Email Carm HERE.
A special thanks to Cecil Bullard for sharing his passion – For The Record.

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The views and opinions expressed are those of my guest and do not necessarily reflect the views and opinions of the author, sponsors, associates or affiliates of LSTN MEDIA LLC
12 min
September 17, 2018FTR 011: Darrin Barney – Nurturing of Superstar Employees
Darrin Barney, his wife and his younger brother, Chad, started the business 16 years ago with a background in fixing cars at home. Growing up, the rule in the Barney household was that when the boys earned their Eagle Scout rank, their parents would buy them a Jeep. “They were early Jeep CJs,” Barney says. “And anyone who had an early CJ will tell you that if you drive it, you have to fix it. Darrin’s parents’ home in high school was known as the place where you could learn how to fix it.”
“The first couple of years were brutal,” Barney recalls. “We barely made ends meet, and the lessons were hard. But we made it, and it helped us to fine-tune our customer skills and work habits.” “Thankfully,” Barney says, “we have customers who like the experience of dealing with us and like to support a local business. A customer can sense if you like them, or if you see them only as money. That’s why if you make a mistake, own up to it and do what it takes to make it right.”Education and training also play a major role in the Barney Brothers’ business. Barney recently earned an Accredited Master Automotive Management Institute (AMi) and serves as a board member of ASA-Colorado’s education committee, which recently held its first training event in Grand Junction.
Talking Points
He went through employees like they were going out of style.
65 people went through his mill to find people to fit.
He had to change his life and how he treated people.
When you pick the low hanging fruit you’ll hear every excuse known to man.
When you hire the best people your troubles change. Now you are working with them on goals and making sure they are accountable and reviews.
Actually caring for them as human beings.
He is getting his emotions in check. Leave them at the door.
Treat your superstars worthy of the respect they deserve.
He is holding himself to a higher standard to keep his superstars on his team.
You must address good or bad behavior immediately.
Find your strengths and let them lead your actions.
We must be careful on how we handle things. Know your role.
Don’t delegate something you have been nurturing.
Listen to Darrin’s Previous Episodes HERE.
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
Email Carm HERE.
A special thanks to Darrin Barney for sharing his passion – For The Record.

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The views and opinions expressed are those of my guest and do not necessarily reflect the views and opinions of the author, sponsors, associates or affiliates of LSTN MEDIA LLC
11 min
September 10, 2018FTR 010: John Burkhauser – Change in your Business is Inevitable. Don’t Fight It.
John Burkhauser is currently employed at BOLT ON TECHNOLOGY as the Director of Education, a job that allows him to use a lifetime of learning experience day in and day out. John dreamed of being a meteorologist but found out college wasn’t for him.
When his car failed the state inspection, that was the day his career was decided on. John went to Pennco Tech to attend the Auto Gas and Diesel program. After graduation, John started work in a dealership where he went from a “D” technician to an “A” technician in a few short years. He also added shop foreman to his resume. During this time, John became certified as an ASE Master Technician and Advanced Level Technician which he still maintains.
Crossing to the other side of service, he became a service adviser winning the Ford Silver Medallion award. He then became a Service Manager for a large dealership.
John also worked in the independent aftermarket. He then applied to be an instructor at a post-secondary automotive training school where he taught basic electrical and HVAC courses for the better part of ten years.
Fortune would change his career path again when John learned about BOLT ON TECHNOLOGY and became part of the team.
John believes, “The service industry has lots of possibilities for anyone who wishes to learn and be a part of it. Opportunity is everywhere for growth and success at all levels. I want to share my knowledge with those who will take it and make it work so that they, too, can have a great career.”
Talking Points
Change is tough when you are just treading water.
Get your head out of the water and see what is going on around you.
“Change is not only likely but is inevitable.” ~Barbara Sher
Being independent is great but is also a problem.
If you don’t embrace change you will find yourself going in reverse or not growing at all.
A few big inhibitors to change:
Fear
Pride
Cost
To busy. Overwhelmed with day to day,

Stop and take a step back to see new and different ways to do things.
Change the way you look at things and the things you look at will change.
What are your roadblocks?
Get outside the shop and look at other industries or companies. What are they doing?
Change requires consistency to make change stick.
Don’t be afraid of letting technology help change your business.
John Burkauser’s previous episodes HERE.
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
A special thanks to John Burkhauser for sharing his passion – For The Record.

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The views and opinions expressed are those of my guest and do not necessarily reflect the views and opinions of the author, sponsors, associates or affiliates of LSTN MEDIA LLC
12 min
September 03, 2018FTR 009: Jody DeVere – Biases In The Automotive Industry Toward Women
Jody DeVere, CEO of Ask Patty.com works with automotive retail locations to become Certified Female Friendly, learning how to create a culture and experience that attracts and retains loyal women customers. Jody DeVere is an internationally recognized speaker, trainer, often quoted industry pundit and spokesperson for the automotive industry on the women’s market.
She has been featured by the New York Times, NPR, Wall Street Journal, CNN, Fox Business, Forbes Women, Oprah Magazine and Parenting Magazine to name a few. As CEO of AskPatty.com, Jody DeVere provides automotive education to women consumers and an interactive online Certified Female Friendly® certification training program for automotive retailers on how to attract, sell, retain and market to women.
Jody DeVere Previous Episodes HERE.
Talking Points:
Certified Female Friendly program for automotive retailers to learn how to communicate with women.
She co-founded a women in automotive conference.
Only 26% of all employees in all roles including manufacturing are women.
Jody support all women organization in the automotive industry.
Our industry has a malaise for women.
We need to overcome some of the behaviors that will make women feel more welcome.
We have certain biases toward women that Jody speaks to.
Good information on gender parity in organizations along with the right type of conversations going on.
It also prevents lawsuits from an employment perspective.
Open more dialogue so we all have a better understanding of women’s role in our industry.
Women make up a huge portion of the decisions that are made for vehicle repair and automotive purchases.

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The views and opinions expressed are those of my guest and do not necessarily reflect the views and opinions of the author, sponsors, associates or affiliates of LSTN MEDIA LLC
9 min
August 27, 2018FTR 008: Rick White – I’m Tired of You Giving Up!
Rick White’s Previous Episodes HERE.
Rick White from 180 Biz is passionate about the formula for success. He has a message for you on getting up when you fail. Listen for a great quote from Winston Churchill on Success. Rick says accepting and recovering from failure will make all the difference.
Talking Points:
You had a dream that lit you up.
Life happened and may have knocked you down, but that is how you learn.
Your past is not to define you, it is meant to refine you.
His core belief is that everything in life happens for him, not to him.
Success: Get up every time you get knocked down.
Winston Churchill said: Success is going from failure to failure with enthusiasm.
Success has six steps.

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The views and opinions expressed are those of my guest and do not necessarily reflect the views and opinions of the author, sponsors, associates or affiliates of LSTN MEDIA LLC
7 min
August 20, 2018FTR 007: Matt Fanslow – Integrate the Malleable Young Apprentice Into Your Shop
Matt Fanslow’s Previous Episodes HERE.
Talking Points:
What are your apprentice techs doing in your shop?
Are they working on the lube rack? Are they just doing tires?
If they feel stranded on the lube rack, they may get disenfranchised with the job and get the wrong opinion of the industry.
If you are thinking about the future these apprentices should become your A tech someday.
They need to rise through the ranks. You must plan, on purpose, to create a path for apprentices to become the future of the shop.
You have a great advantage to bring an apprentice through the ranks. It is a responsibility to groom this person.
When you see the passion you must create and cultivate mentoring.
To find your next succession of technicians is to grow your own.

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The views and opinions expressed are those of my guest and do not necessarily reflect the views and opinions of the author, sponsors, associates or affiliates of LSTN MEDIA LLC
7 min
August 13, 2018FTR 006: Scott ‘Gonzo’ Weaver – Listen To Your Body
Gonzo’s Previous Episodes HERE.
Talking Points:
There are signs to look for. Listen to your body.
Consider the stress you have in your life.
Listen to your loved ones. They can tell that you are not the same.
Warning signs mean something if they repeat.
Should you be preparing a life change emotionally, financially, physically. Adjustments are necessary if this happens to you.
There are things that you will not be able to do after open heart surgery.
Insurance will be your best friend. You will hit your deductible.
His surgery cost $400,000 if he had to pay out of pocket.
If he didn’t listen to his wife, he most likely would not be here today.

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The views and opinions expressed are those of my guest and do not necessarily reflect the views and opinions of the author, sponsors, associates or affiliates of LSTN MEDIA LLC
12 min
August 06, 2018FTR 005: Jennifer Filzen – She Wants To See More Women in the Auto Care Industry
It all started when Jennifer Filzen decided to become a singer/songwriter and created her first pop music album, Sirena. Her marketing and sales talents afforded her the opportunity to get her music heard around the world, including India, China, Europe, Australia, and the United States.
Her writing talents launched her into writing SEO content for websites, social media marketing posts, and custom blogs. Today, many auto repair shops around the country choose Rock Star Marketing to put their businesses in the limelight.
Jennifer Filzen Previous Episodes HERE.
Talking Points:
Jennifer became the first assistant scoutmaster master for two troops in the state of Florida,
She was questioned by both genders why she was doing this.
The Boy Scouts oath resonated with her more.
The first women in her family to have a Masters Degree,
She stands on the shoulder of the women who have come before her. Boomer power.
Joe Sevart encouraged Jennifer to attend Vision.
High-fives to Bogi’s Chevy Montage Rebuild,
She wants to see more women as service advisors, technicians and owners.
Don’t tell Jennifer she can’t do it

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The views and opinions expressed are those of my guest and do not necessarily reflect the views and opinions of the author, sponsors, associates or affiliates of LSTN MEDIA LLC
14 min

About For The Record - Archive

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A platform to say what is top of mind. A short but intense rhapsody from a peer. This is in the style of the OP/ED section of your newspaper. The intention is to push a few boundaries and create a…

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