Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In Our Episode Today:

It was a busy week in Vegas at AAPEX and SEMA! Walking through those halls, I kept thinking about 2017—the year I met Chris Cloutier at AAPEX. (See Episode 64) That conversation changed my life. It led to everything I do now. And this year, I kept asking myself: Could that have happened today?

Something has shifted. SEMA is where the action is. AAPEX was quiet. Vendors are chasing SEMA's crowds, getting high traffic but low-quality conversations. The fanfare is hard to ignore at SEMA, we get that - but focused and meaningful interactions were always my goal at AAPEX.

While walking back to AAPEX from SEMA, I inadvertently captured a meme worthy series of shots while a burnout contest roared in the background. It’s the “cool guys don’t look at explosions” meme featureing Chris.  See below.  Even when you try to walk away from the spectacle, it follows you. And eventually? We all look, don’t we?

Walking around SEMA, I kept saying: "This is like social media." Same noise, same distraction, same vanity metrics. Racing simulators at software vendor booths along with salespeople desperately trying to grab attention from the passing traffic.

Here's the solution: Let SEMA be SEMA. Let AAPEX be AAPEX. The industry needs abnegation (Our WOTD) —vendors must renounce the fanfare and create more focused spaces for real business and meaningful interactions. AAPEX is supposed to be that space.  Then, after our meetings and gatherings… we can check out SEMA's spectacles. Or not.

Right now, spectacle is choosing for us. And the spaces where careers change (as it did in my story) seem to be disappearing.

Sincerely, Craig O'Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

• Email Craig O'Neill: [email protected]
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In Our Episode Today:

It was a hot day in Phoenix—August 9, 2022.

I was in a boardroom delivering a demonstration on digital workflow to stakeholders in a large national organization. I began the demo portion of the presentation by adding a fictional customer to the dashboard.

The name: Joe Paluka.

I paused and told the audience that today—although I use this name in every demo and have hundreds of times—this hits a little different.

The name comes from a phrase my grandfather used all the time. And just hours before the demonstration, I had a phone call from my father letting me know my grandfather passed away that morning.

This episode isn't too personal, really... but it does highlight this particular phrase.

My grandpa would often say: "They treated me like some Joe Paluka from the two-bay Sunooka" (slant rhymed to match "Paluka").

It meant: "They treated me like a blue-collar tradesman, not the professional I am."

I hope you'll hear this story and emerge aware of this phrase. It would make my day to hear the phrase used in my grandfather's other favorite way of uttering it: "This Joe Paluka was invited to speak at _______"—or some other achievement we of humble origins might have opportunity yet to accomplish!

Sincerely,

Craig O'Neill

The Word of the Day: Dapper

Neat and trim in dress and appearance; marked by up-to-date elegance and stylish presentation.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

• Email Craig O'Neill: [email protected]
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our Episode Today:

We need to talk about those pesky scam emails inviting you to be a guest on an obscure podcast!

I sometimes think scams are SUPER obvious and no one could fall for them… but then some of my associates started asking me for advice about replying to some of those invites and I realized… we need to talk about this.

For legitimate podcasters, this has rendered cold outreach to potential guests that I do NOT know - VERY challenging.  It has become very necessary to have an introduction through a trusted network.

In this episode I will lay out the anatomy of the scams, how they work, and how they find you.

This is a timely topic, as it relates to what I call “Information Resillience” in this coming age of AI impersonation and a breakdown of trust that will hamper communication in the future.

I hope you find this insightful - and if you have been target of a scam - please don’t be embarrassed - your story will help others!

Sincerely,

Craig O’Neill

Anatomy of a Scam Email:  (This is a REAL transcript from an email I received and follows a similar format that I have seen in others.)

Hey Craig, I'm pretty sure you are busy and wanted to make sure this did not get buried!

All the best,

Edris Ahmadi

Evolvion AI

On Wed, August 27, 2025 5:34 PM, edris ahmadi wrote:

Hi Craig,

My colleague Derek came across your profile while looking for leaders in the automotive industry.

We’re launching a new podcast series highlighting forward-thinking figures, and we’d love to feature you in an upcoming episode.

We’ll dive into your background, the challenges you’ve overcome, and how you’ve carved out your place in the automotive space.

Your perspective would add real value to the conversation.

Would you be open to a brief call to discuss?

Best regards,

Edris Ahmadi

CEO

Evolvion Ai

------- Forwarded Message -------

From: Derek Valkovic

Sent: Jul 16, 2025, 2:15 PM

To: Edris Ahmadi

Subject: Reach out to Craig – podcast

Edris, I was searching for possible guests for the podcast and came across Craig from Autoflow. This looks like someone who'd add real value. Definitely worth reaching out!

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

• Email Craig O'Neill: [email protected]
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our episode today:

It was my pleasure to host a friend of mine, Mike Edge, who himself is a host on the “Gaining Traction Podcast.”

Mike interviews a lot of folks in the auto-repair industry, focusing mostly on tire businesses.

I settled on the title of our episode AFTER the conversation I enjoyed with Mike.  It is based on one of Mikes favorite books he’s read, which we discuss at the tail end of our conversation. 

It’s worth touching on now - as the book Acres of Diamonds is actually a lecture by Russell H. Conwell. It sets the framework for our entire conversation perfectly.  The general theme of which is this: one does not need to look far and wide for success, those opportunities are often right beneath our feet!

We learn a lot about Mike in this talk - and that’s on purpose.  Mike is normally the host - and rarely a guest!  It was really fun for me to turn the tables on him!

Our first segment we focus a great deal regarding perceptions of the industry, challenges, and adoption of communication technology.  A key thing we will hear about Mike is his innate and genuine curiosity.  Curiosity makes Mike a fantastic and eager listener, and thus, a great communicator.  Loyal listeners have heard me talk many times about curiosity.

For me - the real fun begins when he and I get to go a little deeper into the topics we both share a lot of interest in, like history and practical elements of our faith and seeking knowledge and truth.  We talk about books, railroads, the shootout at the OK Corral, it’s all here.

I know you'll enjoy this conversation as much as I did - and am certain it will leave you thinking.

Sincerely,

Craig O’Neill

A link to the very short 54 page book By Russell H. Conwell:  

WOTD:  

Coalesce

verb.

To come together to form one group or mass. A common goal to coalesce around.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

• Email Craig O'Neill: [email protected]
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our Episode Today:

I was sitting on hold for an active support ticket recently… the apple phone I’ve been using for three years started having an issue… and for some weird reason I made a connection to a book I read back when I was a teenager:  “How to get out of a speeding ticket.”

I can’t remember the title exactly - but that may have been the title, I’ve failed to find the book and can only remember it was written by a police officer.  It was a little tongue in cheek in some chapters - but it actually did have some pragmatic and thoughtful advice about how to treat officers with respect and potentially earn a better outcome than we deserve in the moment.

Topics I’ll discuss:

• Three simple principles to handle traffic encounters or support tickets the right way
• Actual tips to get out of speeding tickets… or get a lower ticket!
• Showing respect / Reducing fear
• Gratitude for human help in the world today.

Now.

I’m also a human - and make no claims to get my personal interactions right all the time… but that’s part of why I recognize the need for topics like this.  It’s really easy to let the frustration we’re dealing with get to us - and allow it to shape our interactions. 

For our listeners - I hope you’ll thing about the people you need help from at times - those part suppliers, the warranty adjudicators, upset customers… same principles apply.

The lesson today is that being right isn’t what gets you results.  Effective communication gets you results.

Sincerely,

Craig O’Neill

Spoilter alert - despite my desire to get a resolution on my iphone… there was no help that involved anything other than a low trade in value and new iPhone…

I’m back- Team Android!  Lets go!

Our Word of the Day today:  Umbrage.

Used in a sentence:  

Despite my appreciation for the support staff that tried to help me at Apple - I take umbrage at the fact that my device died a premature death so soon after my contract expired… so I switched devices and carriers. 

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

• Email Craig O'Neill: [email protected]
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

I'm sharing a story I don't tell often - my first time attending AAPEX (Automotive Aftermarket Products Expo) in 2017.

At the time I first attend - I had just left the family business, was traveling on my own dime, and was a week away from starting a new job (which didn’t go quite as planned). Being alone in a city that doesn't appeal to me - but through providence, found a few good friends, wound up at a dinner with Matt Fanslow and Eric Ziegler.

The next morning - I caught a keynote speech from none other than Chris Cloutier… listen to how things unfolded from there.

This episode is about showing up when everything feels wrong. About checking your competitive assumptions. About one conversation that can change everything.

In this episode, I'm also sharing insights (with permission from Frank Strong) from Mark Bogdansky, VP at Auto Care Association. He has some keen perspective on our $2.3 trillion industry, the challenges ahead (talent shortage, technology), and why AAPEX is where the entire supply chain comes together to solve real problems.

AAPEX 2025 is November 4-6 in Las Vegas. Wayne Gretzky keynotes. 75+ training sessions. Thousands of opportunities to make the kind of connection I made in 2017.

If you've ever wondered whether AAPEX is worth attending - this episode is for you.

Register for AAPEX 2025. https://www.aapexshow.com/

Email me at [email protected] - let me know if I'll see you there. I'd love to record a quick conversation with you for a future episode.

Show up even if it's hard.

Sincerely,

Craig O'Neill

People Mentioned: Bob Greenwood, Chris Cloutier (CEO, AutoFlow), Matt Fanslow (Episode 59), Eric Ziegler, Mark Bogdansky (Auto Care Association)

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

• Email Craig O'Neill: [email protected]
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our Episode Today:

I start heavy in this one, my friends.

I start describing a phone call many years ago that resulted in the deaths of seven people.

The tele conference that preceded the launch of the Space Shuttle Challenger.

Pessimism aversion.

This is an important topic - and one I will strongly encourage you to take the time to hear out.

You’ll get a good couple of book recommendations on this episode too!

Some background.

I know a lot of us are contemplating the challenges of a rapidly advancing technological wave.

I’ve recently been to ASTA and enjoyed many uplifting conversations!

I also heard the concern for the upcoming challenges facing our industry, and every industry!

Both typed of conversation are GOOD. To voice concerns and share our thoughts on the things ahead, uncertain as they may be, doesn’t require us to put on a brave face and default to superficial optimistic assurances. Sometimes the forecast is hard to read. Anticipating and drawing out the potential tail end consequences of a technology are also healthy - as is an analytical ability to see outcomes you may not like.

I think catastrophe’s are able to be anticipated - and problems can be averted.

Unfortunately - we don’t always get to hear the stories of the negative consequences that never happened… precisely because they never happened. We’ll talk about optimism bias throughout the episode.

Of course, we tie this all back to communication and automotive repair industry matters - but I will first take you on a brief historical journey and share some quotes to help you reframe your perspective on pessimism.

The biggest takeaway: Don’t discount negative information. Receive it as data.

Sincerely,

Craig O’Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

• Email Craig O'Neill: [email protected]
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our episode today:

This one started when an email landed in my inbox from my former colleague and friend of the show, Jeremy Glassco.  It was one of those emails that landed at just the right time.

Jeremy was e-introducing me to his newest team member, Quinn Butler. Quinn recently graduated college and before she joined AppFueled.

I actually chuckled at the email, because Jeremy indicated that Quinn had been asking some important questions that our industry has been grappling with.  Our loyal listeners will remember - Jeremy is REALLY good at asking questions, so when he said Quinn is Jeremy 2.0.  I wasn’t surprised that his newest team member has already learned to be likewise.

Here is the thing, this was a timely introduction.

I was actively engaged with some activities at my local community college this past week and have been challenged by our CEO at Autoflow to develop and adopt AI skills.  That goal is something I’ll talk about more, but for now, I was curious about how recent graduates feel entering the work force while being schooled at the time that AI technology is emerging.

Many questions come to my mind - and here we have a bright young person who can speak to us on exactly that.

When you think about it, the generation currently entering the workforce knows as much, or more about emerging technologies as the professors instructing them in school, or the people already working on the teams they are joining.

I believe our world is poised to witness an imminent technological revolution - so this was a neat moment in time to meet with and speak to Quinn.

I’ll invite you to listen to my conversation with Quinn.

Aside from meeting a great person, you’ll get to hear first hand from her unique perspective on emerging technology, the automotive space, and a little bit about what it’s like to work for socrates Jeremy Glassco.

I hope you’ll enjoy listening to Quinn and feel inspired to welcome the next generation to our constantly evolving, high tech, auto repair profession.

Sincerely,

Craig O’Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

• Email Craig O'Neill: [email protected]
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our episode today: I felt inspired to discuss personal accountability.

We all make mistakes, and I know first hand the difficulty of confronting them head on with admission and apology. Ironically, as difficult as it seems, it is the easiest course to a practical resolution and restoration of goodwill.

I don't believe in collective guilt but, am a bigger fan of individual responsibility.  On this show we talk about effective communication, but the key to effective communication is personal accountability.

Topics I bring into this episode involve history, speaking, and literature I enjoy:

• How Organizations use "we" language - great for success, but less so when things go sideways.
• Quotes from George Washington - and some reflection on good vs. not so good admission of errors
• A lesson I learned from Coach Rod Olson - author and keynote speaker. (Aspiring leaders, I suggest you pick up one of his books:  “The Wisdom Lunch Warrior”)
• A quote from Ronald Reagan from “How to Win Friends and Influence People in the Digital Age.”

Being an auto-repair shop veteran, I also tell a story about a time a problem came up when servicing a vehicle for a neighbor that anyone in the industry will relate to if they have ever done work for friends, family, or neighbors (Mistakes are virtually guaranteed!).

Word of the Day: Adroit

Adjective: 

Clever or skillful in using hands or mind

No matter how adroit you are, you'll still make mistakes

Additional topics in this episode:

Key Elements of Good Apologies

• Specific: Name actual mistake, not vague "errors"
• Personal ownership: "I allowed," not "mistakes were made"
• Shows understanding: Acknowledge real damage done
• Explains without excusing: Show reasoning wasn't malicious
• Forward-looking: Demonstrate lessons learned and changes made

Customer Service Framework: APAC

(See Episode 31 with my friend Dennis McCarron for far more details on APAC)

• Acknowledge
• Probe
• Answer
• Confirm

I hope you’ll enjoy some of the humor and lessons in this installment!

Thanks for being a great listener!

Sincerely,

Craig O’Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

• Email Craig O'Neill: [email protected]
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our episode today - I welcome Autumn Gray to the podcast, a service consultant with SparkHope Automotive in the Denver Colorado area. Our loyal listeners know from Episode 058, my guest Helen shared what it is like being a single mom who couldn't afford vehicle repairs - and wished there was a program to help. Today, we get to hear from someone who's on the front lines of making that wish a reality for other women.

Autumn serves as the voice and heart of SparkHope - she's the one who communicates with single mothers facing transportation crises. We hear how her heart is fulfilled in serving these women and also learn more about her background in the industry.  As a mechanical specialist, then a service consultant in a for profit shop - to eventually becoming the communication specialist she is today for this important charity.  Autumn is an industry insider with a heart of gold.

We discussed some of the things that make SparkHope different from traditional charity models and Autumn shared some moving stories.  

This conversation challenged me to think about partnership language versus pity language, and how organizations in any industry can serve their communities while preserving the dignity of those they're helping. There are lessons here that extend well beyond automotive - for anyone who wants to communicate with genuine compassion.

One thing that really resonated: Autumn talked about the importance of working with clients - as partners - not just doing things for them. 

If I can encourage one thing from this episode - it would be for listeners to consider how they might apply these dignity-preserving communication principles in their own communities, whether they're business owners, volunteers, or simply neighbors who want to help.

The WOTD was perfect for this conversation:

• "Dignity" (noun) Meaning: the state or quality of being worthy of honor or respect; a composed or serious manner that is worthy of respect.

More information about upcoming events and sponsorship opportunities with Spark Hope Automotive can be found on their website:  https://sparkhopeautomotive.org/events/

Listeners in the Denver area - mark you calendars for November 15th for the annual gala!

I hope you enjoy this conversation as much as I did!

Sincerely,

Craig O'Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

• Email Craig O'Neill: [email protected]
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/