Speak Up! Effective Communication

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

Watch Full Video Episode

In our Episode Today:

I’ve invited my friend Rui Martins to return for Part Two of our conversation on the repair shop role focused on communication. 

We discussed this topic in episode 22 - and I point just about every repair shop I work with to the concept of creating a reservationist position in their staff.   I was introduced to this concept first with my former coach, Bob Greenwood, whom we lost in 2021 to an unexpected heart attack. 

I met Rui Martins when he was working with a shop that onboarded Autoflow. In the process - we quickly realized we were speaking a similar language, and shared many concepts and ideas.

Today - we continue our conversation on many of those concepts as we discuss the role of a reservationist in the retention process.

I highly encourage shops who value cultivating authentic, strong, and purpose filled relationships with their clients to listen to this as well as:

Episode 022 on Speak Up - follow up with this episode.

RRR Episode 922 - “The Role of the Reservationist in Auto Repair.”

The Word of the Day:

Profundity

noun: Deep insight, great depth of knowledge or thought.

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:

Craig O’Neill hosts his BOSS!

Director of Content/Producer - Tracy Capriotto, joins the podcast to discuss her communication journey - which led her to LEAD the Remarkable Results Toastmasters Club as Club President in the 2024-2025 term.

As the Immediate Past President, Craig invites Tracy to reflect on all she has learned by saying YES to taking a new role and stretching past her comfort zone.

Tracy is well known in the industry as Carm Capriotto’s daughter, but she is commonly behind the microphone, not in front of one!  

Listen in on the conversation as she shares experiences from early childhood when she was shy and quiet, and how her experiences being “a 3rd culture kid” shaped who she became as an adult.  (The 3rd Culture concept was discussed with Jeremy Glassco in Episode 006).

In this Episode:

• Tracy shares about her first time speaking up
• How Toastmasters helped build confidence
• How being behind the mic was a great way to find her voice
• How conferences help YOU build confidence (Even if you’re shy!)
• FORD for Small Talk (Family, Occupation, Recreation, Dreams)

Listeners will enjoy getting to know more about Tracy and how she makes it very clear that you don’t have to be the loudest voice in the room to have something worth saying.

Our WOTD for this Episode:

Winsome:

Adjective

Generally pleasing and engaging often because of a childlike charm and innocence

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

On this show, we talk about communication and leadership skills - and well, sometimes I just have something to say, pulling from recent experiences that I hope will help or inspire you on your journey - because it’s helped me on mine.

If you’ve caught on to some of my themes these past few months, you’ll notice that I have spent a lot of time discussing distractions, attention, and the importance of being present for those we are with. 

These musings are interspersed with some immediately practical topics related to the automotive aftermarket - and all of it is seasoned with some communication strategies applicable to just about anyone.

You’ll have heard me say that sometimes it can be extraordinarily difficult to hear our own thoughts, or the positive (usually softer) voices in our lives, or especially difficult - respecting the gentle tuggings on our soul- those unseen nudges that urge us forward into greater refinement. 

Our world hasn’t made noticing such things easier - and I’ve been seeing a repetitive theme in my readings as of late regarding the negative impacts of technology.  What astonishes me though - is how the things I’ve been paying attention to take a long time to make sense, and once they do - suddenly you are making connections just about everywhere you go-  like you suddenly realized there is a song playing that describes your journey.

I’ll tell you now - this episode's story ends with me taking the next logical step to my ‘Irish goodbye” on Facebook (An Irish goodbye is when you don’t say anything about leaving… but just leave). That next step was deleting my account.  (it takes 30 days I guess they want you to have time to change your mind).

The episode begins with an  “Educational minute” I delivered to my local toastmasters club (actually 5 minutes) - and while that speech ended with some advice on notifications (akin to what I described you you in Episode 39: The War Against Notifications - this episode will end… well I just told you how it ends - listen to see how I got here.

Our WOTD

Puerile -

Adjective

Childish or silly:

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 this episode - Craig has some fun with an old anecdote that intends to reminds us how important it is to take a customers complaint seriously - even when it sounds absolutely ridiculous!

The old story is about a man whose new Pontiac will not start ONLY if he goes and picks up vanilla ice cream… but if he buys other flavors, like strawberry or chocolate.

While this story may not be the best case study for a no start diagnostic process - it DOES provide a great moral lesson for taking clients seriously so you can get to the real details and the facts that matter.

Grab some vanilla ice cream and enjoy Craig’s take on this story and please consider sharing your own radical stories from the shop to [email protected].

Communication gaps are almost always prevalent when those strange cases come up - and we’re sure you have a good example that could be worth sharing!

The WOTD:

Anecdote: A short amusing or interesting story about a real incident or person.

• An account regarded as unreliable or hearsay

In our episode today…

We’re talking about Customer complaints.  Specifically the off the walls ones.

More specifically - listening to them - as though what they are saying is accurate and true - even though things don’t even remotely plausible.

You don’t need to be in auto-repair to appreciate this topic - but our loyal listeners who ARE in auto repair - you definitely will. 

For me - there was a common gripe I’d hear from our techs at the transmission shop.  “I can’t get it to act up!”  Which is a horrible thing to have to call the customer to tell them.

They know there is a problem.

We can’t see it.

And in many cases - this is where things end.

The real problem, you guessed it, is a communication problem. 

Sometimes the details provided for our specialists are just not very clear - and what we do get from clients make it impossible to replicate an issue so we can diagnose a problem.  It’s why, in auto repair, intermittent problems are an absolute pain and can be massively time-consuming to solve. 

But this came across my desk from one of my colleagues in Autoflow.  

It’s something of an anecdote -

Anecdote

noun

• a short amusing or interesting story about a real incident or person.
• "told anecdotes about his job"

Never underestimate a customer’s complaint, no matter how funny it might seem! This is a real story that happened between the customer of General Motors and its Customer-Care Executive. 

A complaint was received by the Pontiac Division of General Motors:

This is the second time I have written to you, and I don't blame you for not answering me, because I sounded crazy, but it is a fact that we have a tradition in our family of Ice-Cream for dessert after dinner each night, but the kind of ice cream varies so, every night, after we've eaten, the whole family votes on which kind of ice cream we should have and I drive down to the store to get it. It's also a fact that I recently purchased a new Pontiac and since then my trips to the store have created a problem..... You see, every time I buy a vanilla ice-cream, when I start back from the store my car won't start. If I get any other kind of ice cream, the car starts just fine. I want you to know I'm serious about this question, no matter how silly it sounds.

What is there about a Pontiac that makes it not start when I get vanilla ice cream, and easy to start whenever I get any other kind? 

Before I continue the story:

• Every night?  Maybe save some gas?
• Do you drive to the store every night?
• This tells me this story has to be from somewhere around the 1940s. Post WWII (after rations on fuel and other things were lifted.  OLD story.)

The Pontiac President was understandably skeptical about the letter, but sent an Engineer to check it out anyway. The latter was surprised to be greeted by a successful, obviously well educated man in a fine neighborhood. He had arranged to meet the man just after dinner time, so the two hopped into the car and drove to the ice cream store. It was vanilla ice cream that night, and, sure enough, after they came back to the car, it wouldn't start. The Engineer returned for three more nights. 

The next night, they got chocolate. The car started. 

The second night, he got a strawberry. The car started. 

The third night, he ordered vanilla. The car failed to start. 

Now the engineer, being a logical man, refused to believe that this man's car was allergic to vanilla ice cream. He arranged, therefore, to continue his visits for as long as it took to solve the problem. And toward this end he began to take notes: He jotted down all sorts of data: time of day, type of gas used, time to drive back and forth etc. In a short time, he had a clue: the man took less time to buy vanilla than any other flavor. Why? The answer was in the layout of the store. Vanilla, being the most popular flavor, was in a separate case at the front of the store for quick pickup. All the other flavors were kept in the back of the store at a different counter where it took considerably longer to check out the flavor. 

Now, the question for the Engineer was why the car wouldn't start when it took less time. Eureka - time was now the problem - not the vanilla ice cream!!!! The engineer quickly came up with the answer: "vapor lock". It was happening every night; but the extra time taken to get the other flavors allowed the engine to cool down sufficiently to start. When the man got vanilla, the engine was still too hot for the vapor lock to dissipate.

Now. OK.

If you’re like me you probably want to poke even more holes in that story -

Nope not permitting it folks.  Remember.

In this episode we are defaulting that this anecdotal story is TRUE.

Besides - you’re probably jealous because it’s summer and that no start issue in your shop this week didn’t yield ice-cram.

I know some of our listeners in the aftermarket have some gripes about how engineers don’t seem to care about some things we do - but I am willing to be you can’t get their attention because you never bribed them with ice-cream.  And maybe that’s been our problem.

My take: The issue isn’t a time issue - or a no start issue - it was a communication issue.

OK, believing this story is true would be super tough- I think it’s obvious this anecdote was crafted to convey a clear point - and we can allow it to serve this purpose.

Fast forward back to our age - and our modern methods of communication - there is simply no reason to send someone to diagnose a problem like the one described.  But the problem in this story is only meant to guide our resolve.

Clients present us a wide variety of issues they are experiencing.  If they are telling you something - and it doesn’t make sense - you’ll need to use some critical thinking and learn to ask some very carefully calibrated questions that open the individuals up to gain the details that really do matter.  That won’t happen if you discredit their story entirely, become defensive, act like this will be another “time-waster”

This is particularly critical when dealing with come-backs.

In my years as an advisor - I learned how important it is to take little things seriously - because little problems are MUCH cheaper for us to fix than MAJOR ones.

This required me to emphatically remind our clients that if they feel anything out of the ordinary - please do not hesitate to bring it to our attention.

It’s also important not to make people feel silly… (though I sure appreciated the ones with a good sense of humor and high degree of patience)

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

Watch Full Video Episode

In our episode today:

In this episode we’ll hear about Rhonda’s communication journey and how her relationship with Jimmy has lead to a new path speaking and presenting on topics loyal listeners of Speak Up will certainly appreciate.

Rhonda Cites George Bernard Shaw with one of her favorite quotes sums:

“The single biggest problem in communication is the illusion that it has taken place.”

What we say seems clear to us - but as Rhonda will express - misalignment often lurks beneath the surface.

Craig asks Rhonda a key question in this discussion:

"What would you tell someone who asks you - why should I need to adapt to others?"

Topics Include:

• Gaps in Communication
• How some chaos is a good thing! (It means there is plenty of demand!)
• It can be exhausting to adapt to others
• The importance for leaders to show up as a person.
• A book recommendation:  Crucial Conversations

Our WOTD is

Adaptive

(Adjective)

The adjective "adaptive" describes something that has the ability or tendency to adapt to different situations. 

This means being able to:

• Adjust to new circumstances, changes, and challenges.
• Be flexible, open-minded, and willing to embrace uncertainty.
• Modify characteristics, behaviors, or strategies to suit varying conditions or needs.

Listeners curious about Rhonda’s business - Scale the Chaos can see more on her website:

https://www.scalethechaos.com/

Rhonda can be emailed at [email protected] or reached out to via LinkedIn

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

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.

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

Watch Full Video Episode

WOTD

Gregarious

gre·gar·i·ous

adjective

1. (Of a person) - Fond of company sociable.

2. (Of animals) - Living in flocks or loosely organized communities

3. (Of plants) - Growing in open clusters or in pure associations…

No matter the situation you find yourself in, storytelling is one of the most important things we can do to create shared experiences as humans. They help us understand each other, connect with one another, and even learn to empathize or identify with others.

Whether it is for business, for humor, or for a moral lesson - a good story is easier for any human audience to focus on and listen to and retain information from and all of this makes stories a powerful tool in your communication tool box.

Here is the formula:

LA (Location Action) *Helen, our club president suggested we remember this as the story starts in “Los Angeles”)

Want

Obstacle

Resolution

Next time you have a story to tell: Remember - Location - Action - Want - Obstacle - Resolution

Something to add? Something you’re curious about? Something you’d like to talk about? - email me here: [email protected].

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

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.

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

Watch Full Video Episode

In our episode today…How we talk about money.

If I think back to the earliest time of my career as a service advisor - my closing interactions with clients on occasion, felt somewhat awkward when taking payment.  It wasn’t awkward because the business component of the job is wrong or weird - it wasn’t awkward because I felt sorry for them due to the cost of transmission work (I did feel sorry for folks) - It was awkward because when you’re having a great conversation shifting into talk about money is sometimes, really stupidly awkward!  That’s OK.

But sometimes - we make it even MORE awkward by not communicating well around the way payments for services can occurs.

That is why in today’s episode - we’re talking about how we talk about money.

Parsimonious

WOTD

We’re back - and the WOTD is Parsimonious

It not only an adjective.

It’s a euphemism for someone who is cheap!

It means!

• unwilling to spend money or use resources; stingy or frugal.

It’s a good word for my topic today.

Because some of you are really parsimonious… particularly when it comes to credit card processing fees! 

OK - processing fees are a thing I feel like every business owner agrees on universally.

They suck.  

There are a few extreme reactions I see to this that are a little alarming.  I’ll list three - and then you’ll see why I feel this topic was worth bringing to Speak Up as communication is once again the solution.  Though now I am thinking I should have also called in my friend Hunt Demerest from “Business by the Numbers!  Next time!  Totally in his turf here.

One Extreme - a number of shops will argue its just a cost of doing business - so they just eat the cost and go about business.  (some will just build it into their pricing and be done with it.)

But since processing fees can amount to tens of thousands of dollars in lost profits each year. Those numbers should end the argument that “it’s just a cost of doing business.”

Plus - if you’re in a market that is more… parsimonious… you may find competition makes this more challenging- no matter how great you are.

I think it’s a cost you can do something about - and we’ll explain how in a moment.

Another extreme:  “No we don’t take credit cards.” 

This effectively eliminated fees.  Sure.  But at a tremendous cost of convenience to your customers and you can be fairly sure this doesn’t feel like a smart option on slower days if people cannot choose you because their preferred payment method isn’t offered.

Still another extreme:  “Surchargers”  We take cards - but we charge you x% to cover the fees we’ll incur. 

I’ve seen this trend increasing, and I reached out to my friend Dr. Mark Hale who founded Facepay.  For those not familiar, Facepay became “Express by Facepay.”

Dr. Hale shared some insights with me on this, and he says what customers dislike more is that many shops don’t give a viable option to avoid the surcharges.  “He stated - no one carries enough cash for a repair, and you stopped taking checks ages ago!”

When I had this exchange with Mark - I could help but think “cash for a repair? I don’t carry enough cash for breakfast!”

True story - when I was taking flight lessons a few years ago - I was up early prepping some materials before a cross-country lesson.  Long flight ahead on a windy day in a tiny little Cessna 152 (those who know Cessnas know a 152 is basically a tin can kite with doors that pop open)…so I went to a local breakfast restaurant in my neighborhood.  Good place - but I hadn’t been to it in 10 years.   French toast - hashbrowns, sausage - it was good - I even thought to myself… “why don’t I come to this place more often…”

Then I remembered.

Oh crap.  They only take cash.  It says so in cursive on the door (which I CAN read by the way… but failed to notice)

No big deal - I had an ATM card - and this was the restaurants solution for those of us who dont carry cash.

Problem - my ATM card - which I also hadn’t used in years - was expired. 

I was cooked.

I had to go to the counter and tell them I couldn’t pay.  I’ll have to come back with some cash later - and even offered collateral.  The attendant looked at me slightly bothered and a bit skeptical - but indicated it’s fine if I come back and pay later.  THough I sensed she thought she’d never see the money.

I had to get to the airport for my lesson - so I let my wife know the amount owed and if she could run some cash to the restaurant for me - which she did a few hours later.

Whats funny on this story… Ironically - the cross country flight destinate was an airport in Owasso, Michigan the cross country flight I enjoyed another breakfast … but this place 80nm miles from my home was more convenient to pay for after navigating and actively flying a little plane… because it took credit cards.

Fun fact - I’ve been back to that breakfast place, called Joe-Lee’s Crosswin Cafe’... but I have not been back to the place down the street from my home!

The point to this story:  1.)Convenience matters.  And 2.) It’s more common now than ever that people are not carrying alternate methods with them.

A quick search and I came up with these transaction stats in the US

• Credit Cards: Account for roughly 35% all payments.
• Cash: Used in approximately 14% of all payments
• Debit Cards: Popular, with about 30% of payments, according to the Federal Reserve. 
• Other methods: Include ACH transfers, checks, and other methods, making up the remaining 21%. 

Debit and other options combined amount to more than half of the transactions then?

The solution any business needs then - is to change how we communicate regarding the options for those other types of transactions can occur.

This means talking about the payment options and benefits for using alternate solutions, like express by Facepay - EARLIER in the visit.

I have worked personally with Dr. Hale with multiple clients to help people share simple text messages as a part of status updates explaining direct banking payment options.  That simple strategy, Mark could tell you, can cut credit card bills in half so that surcharging isn’t even necessary.

The thing most important in all of this - no matter how bad fees are - when it comes to money and talking about money - we must always be communicating from a position aimed at providing good service, not presenting new barriers, and certainly not relying on passive signage. 

Put your customer hat on and pay attention to how much happier you are when a business makes things easy for you.

One last note on convenience… I urge advisors to be vigilant with CNP transactions and being aware that invoices must match the name of the person paying for services. To prevent problems - it’s always better to identify how the client wishes to pay by communicating well before the moment of the transaction.

Something to add? Something you’re curious about?  Something you’d like to talk about?  - email me here:  [email protected].

We appreciate hearing from you on anything that helps - or suggestions on topics you’d like to hear us discuss on the show that will help you on YOUR communication journey!

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

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.

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

Watch Full Video Episode

In our Episode today -

We’re discussing some current millennial insights.

Yep.  Everyone’s favorite generation to reference is now well into their 40’s and comprises a significant portion of the job market today.

While on the surface - the aftermarket (and everyone else) appeared to struggle to connect with this generation - millennials are now shaping the aftermarket.

Our panel today is pure 100% Millennial -featuring our host Craig O’Neill, who welcomes Kent Bullard, Chief Operations Officer at the Institute for Automotive Excellence and Sara Fraser VP of Business Development Auto Ignite Management.  The trio will be discussing compelling statistics related to the generation born between 1981 and 1996 and provide outstanding takeaways for managers, owners, and employees to better understand and engage this vital part of your workforce and client base.

Wanted! Speak Up Listeners, please add your input in the survey crafted by Kent Bullard:

Participate Here:  Millennial Insight Survey: Customers, Careers & Culture in Auto Repair

Participants will benefit by receiving updates on the results at the conclusion of the survey August 1, 2025.

Listen in as Craig converses on the following stats with Sara and Kent, and you will learn many practical things to improve interactions and get better engagement with your (now middle aged) colleagues and clients!

83%

The number of millennials that will perform DIY (Do it yourself) research before taking to a shop that will DIFM (Do it for me).

84%

Of millennials say reviews of a business matter:  In  terms of doing business with them and in terms of joining that business as a staff member.

73%

Indicating they found a job on some form of social media.

66%

Of millennials showing preference for “flat teams” with constant engagement.  In other words - they dislike convoluted hierarchy structures that silo teams.

71%

Is the number stating they consistent performance reviews.

Sara discusses having “stay” interviews.

75%

State a preference for weekends off.  (How is this not 100%?)

Kent and Sara elaborate on a few cases where shops have moved to 4 day work weeks.

33%

State that their work lives do not measure up to the corporate image.  In other words, one third are indicating that the way the business is projected is not how it is performing.

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

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.

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, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

I want to discuss the benefits of the recent camping trip my wife I and enjoyed in Northern Michigan.

As our listeners well understand - we talk a lot about getting outside our comfort zones on this podcast - and while that is usually in the context of practicing our communication skills -

Today - the topic is more about stepping AWAY…

Part Deux:

Immerse:

In my reading I learned about a term called the “Three Day Effect” when reading Michael Easter’s - The Comfort Crisis. 

The idea refers to the benefits of spending at minimum - three days immersed in nature to reboot.

Goal 1 is important to achieve and goal 2 Immerse ourselves in nature were rooted in this quest to experience the “Three Day Effect’ ourselves.

In short - we’ve  done our research and learned that South Manitou Island is a really great spot to do all those things - but still have some access to basic needs if we require it.  With the exception of food - there is potable water and a bathroom available on the island near the ranger station.

Betsy and I hiked about a mile to the Bay area campgrounds, selected an amazing site where the forest meets the beach - and adjacent to one of the usable firepits.

The temps were cool.  Low 60’s High. the low 50’s overnight.

Our tent setup was great - our food container tight (to prevent chipmunks a.k.a. micro-bears) and our first day explorations were inspiring-  well over 10 miles of hiking - views were a bit limited from haze produced by the Canadian wildfires - but the air quality was good - so we were pleased and just marveled at the views we were treated to.  The island is visible from the mainland, but the views of the dunes are uniquely awesome when you are standing on them looking in on the island. 

I could mention the waist high poison Ivy - the mosquitoes - and the

Rather funny, but what I loved the most - was the challenge it was to find good down-and-dead wood for a fire.  I had only a Leatherman with a small saw.

We didn’t need a fire - as we carried a small stove and fuel - but we had resolved to go swimming in the lake… and that water, my friends… is cold.  We wanted some ‘heat’ insurance.

Day one - we decided against swimming - as we just didn’t anticipate how difficult it was to make a decent fire.

Day two - it was cloudy and cool - but not as much haze.  We put less pressure on ourselves for exploration but easily hiked over 8 miles - and this time found some really great branches for a fire that would last.  The last part of our hike consisted of carrying armfulls of branches and logs.

I mention this because this is when I really felt my mind stop tracking on ‘other’ things.  A simple - old as time task - like finding firewood on a remote island was … rewarding.

The reward was mostly manifest in the return of our resolve to plunge into the lake water.

The water temp is cold-plunge ready at this time of the year - low to mid 50’s (F)

That’s pretty cold on a breezy, cloudy day with the air temps in the low 60s…

But in we went!

I’ll be clear - we did NOT stay in the water long. 

Nonetheless - as we walked back to the campsite a few hundred feet away, we did not feel cold.  Just… really refreshed.  The air we had thought cold before - was no longer.

To keep a long story short - I’ll say that we enjoyed a great fire that night… but noted our food would run out if the weather became too rough overnight.

We had been told by the ranger on our arrival to return to the ferry dock early on our last day so that the boat doesn’t get damage due to an easterly current. (it bangs against the dock). 

That night - it rained - not hard - but it was cool, windy, and steady drizzle. 

The morning was damp - chilly - and our food supply was dwindling to a point that if the ferry couldn’t return today - it’d be a bit of a bummer!

Fortunately - the ferry arrived - and we made our way back to the mainland where we enjoyed a stay at an old hotel - and a few great meals.

In summary:

The Three Day Effect - it WORKS.

While re-engaging on that particular weekend was disappointing with sad news in the world - and other variables - we are already looking forward to our next adventure and encourage anyone who needs a break to do so - in nature - unplugged!

Link to Scarcity Brain by Michael Easter

https://a.co/d/ad2Xv7h

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

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

AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software!

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.

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

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

Watch Full Video Episode

In our episode today…

I want to discuss the benefits of the recent camping trip my wife and I enjoyed in Northern Michigan.

As our listeners well understand - we talk a lot about getting outside our comfort zones on this podcast - and while that is usually in the context of practicing our communication skills, today, the topic is more about stepping AWAY…

Specifically from people, electronics, and modern comforts or modes of transportation, and instead highlight the benefits of immersing yourself in nature and rebooting your mind.

My wife, Betsy, and I did our stepping away together by stepping onto a ferryboat and taking a nearly 2-hour trip West into Lake Michigan.  We traveled from Fishtown in Leland (tip of the pinky on the Michigan map) and docked at South Manitou Island, where we would hike and camp with only the things we carried.

South Manitou is a 10-mile circumference, barely inhabited island in the Sleeping Bear National Lakeshore.  Its pristine fresh water is as blue as the Caribbean, just not as warm!

If our adventure intrigues you, you’ll enjoy this episode, as I hope to challenge and encourage you to seek out a similar type of adventure, as well as learn why I think this topic merits greater emphasis in our modern lives, now more than ever.

Today’s WOTD is: Garrulous

GAIR-uh-lus

adjective

• Containing many and often too many words.
• Talkative.  Verbosity.

“He delivered a rather garrulous speech.”

Some Context:

This camping trip has been on the calendar for me and my wife most of the year.

Our anniversary gift(s) to ourselves has involved a mix of ordering camping gear online -to frequent trips to REI.

What’s important to note is that I have virtually no real experience ‘camping’ or ‘backpacking.’

Sure, I am into rucking as a fitness regime, and that builds strength to carry heavy loads long distances - hiking and backpacking involve practical gear, and as light a load as you can possibly make to bring what you need to survive.

Our goals were threefold. 

1.) Unplug and disconnect from devices, noise, and distraction

2.) Immerse ourselves in nature

3.) Reboot and return refreshed - with the “Three Day Effect” (which we’ll explain)

My hope was that this will improve for my wife and I both, our creative minds, our ability to focus and solve problems, and in general become more adept with backpacking and camping to take longer adventures together!

UNPLUG:

On the goal of disconnecting:

Listen. I’ve felt like stepping away from constant connection for a while now.

I’ve done something of an Irish Goodbye with Facebook.  That is, I never said anything, I just sort of left it.  There are so many reasons, many of which our Speak Up listeners are familiar with. Despite benefiting from a social media presence in my career, I am no fan of social media.

I could tell you more about alarming statistics of wasted human time (i.e. that the equivalent of 200,000 entire human lifetimes are spent endlessly scrolling social media)

I could talk about how companies like Meta are harvesting every piece of data they can about you to manipulate you to a.) spend more time on their ecosystem and b.) spend money with their advertisers.

I could tell you I’m sick of being distracted…

But the real catalyst for me was regarding some exchanges I observed among even respected friends.  Public disputes were becoming more common - toxic groupthink was becoming more normalized - and antithetical points contrary to topics we cultivate and invite guests to discuss on this show were becoming more popular.

The argument that “we need to be the good we want to see” in order to produce better online interactions is not, I repeat, NOT a valid point when the platform is deliberately engineered to harvest your information, manipulate, and distract you.  While I am open to participation in an online forum to stay connected with my far away friends, I don’t know of such a platform

So I left.  Sometime back in May.

I mention this - because when people say “Unplug” they often think about it in terms of a social media break.  No no.

I knew I was craving MUCH more than that.

In the months I’ve been off social media, I have celebrated happy occasions, mourned the loss of loved ones, enjoyed success in my occupation, traveled to another continent, and eaten amazing meals with wonderful people, and yet… all this while remaining present has been my goal.

Achieving varying degrees of real presence… I think… is nearly as exhausting as being distracted. And make no mistake.  I am an extroverted personality!

I think this is rather profoundly true for a lot of us, and may be something to consider on why you may catch yourself endlessly scrolling, instead of asking yourself “What am I looking for?”  Try asking yourself, “What are you looking to escape?”

The answers may not be obvious - but what became clear to me in my reading these past few years - is that we are made for nature.  We are made for nature and yet - so much of what we cultivate removes us from that ecosystem.

I will say - I was disappointed to learn that our cell phones still had a signal on the island - at some spots (which were noted by the notifications we received if the phones were left on as we crossed a point that had a signal). 

Thus - I turned off my device.  Instead - I enjoyed relying on a “Camp Snap” camera for the occasions I wanted to capture an image.  (Camp Snap cameras are like old school disposable cameras - but they are digital and you don't throw them away.  The point is they have no screen to distract you and you don’t look at your pictures until after your trip!  Nostalgic low tech fun!

https://www.campsnapphoto.com/

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

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

AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software!

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.

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