Speak Up! Effective Communication

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

Watch Full Video Episode

In our episode today:

Craig is talking about family business dynamics with Maryann Croce - Fellow Toastmaster at Remarkable Results Toastmasters, fellow Transmission Repair professional, and industry friend who knows the good - but understands the struggle so often described when you combine business and family.

Fittingly…

Today’s Word of the Day is:

Neoptism

nep·o·tism

noun

• the practice among those with power or influence of favoring relatives, friends, or associates, especially by giving them jobs.

Maryann brings a well earned perspective to this topic and presents many practical tips for families to work better together.

Listeners will particularly benefit from hearing Maryann’s three questions for business owners to ask before bringing in family members.  By the conclusion you’ll be ready to better support, value, and listen to our family colleagues - making for a stronger communication and culture.

While this topic emphasises family dynamics, all listeners will benefit with some of the topics benign applicable to any business.  Maryann also introduces the term ‘context switching’ while describing the difficulty of wearing too many hats - and explains why families tend to do this even more than other businesses.

Listeners can reach out to Maryann through her website.

https://www.smallbizvantage.com/

You can hear more from Maryann at Autoleap's Amplify  

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 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

In this episode, Craig O’Neill features his guest, friend, CEO, and co-presenter from Vision Hi-Tech Training & Expo, Chris Cloutier!

Vision came and went so quickly - it became necessary for these two to coordinate a stop, sit down, and reflect on their takeaways from the Speak Up - Effective Communication Speech Workshop they led at VISION this year.

As with most things - there are unexpected outcomes, and the positive outcomes from this course ‘reverberated’ throughout the week.

Friendships were forged - Fellowship ensued - Fears were confronted.

Today’s Word of the Day (by the way):

Reverberation

noun

1. prolongation of a sound; resonance.
2. a continuing effect; a repercussion.

Chris and Craig Converse on many topics here:

• Observations on the interactions post-course with attendees who were more familiar with each-other
• How this was unique compared to other class experiences
• Why this was SO GOOD to do this course at the FRONT of an event 
• All Day vs. half day - Creating the space for engagement
• A word on benign genuine - and why 'church came to class'
• Favorite moments from the course
• Thoughts on why the course becomes so impactful for people
• Chris wisdom after Craig asks Chris could imagine his passion for this topic culminating into the things they are discussing.
• What they hope to see next for the participants in this course.

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 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

Today’s guest is Darren Mclea - whom our host, Craig O’Neill has been friends with since meeting the Mcleas (virtually) in 2018.  In those days, Darren and Craig were working together on projects for adopting technology - but today’s episode goes much farther back than that!

Both Darren and Craig were born in the early 80’s and as such - carry similar generational experiences.  While sometimes referred to as “Xennials,” Craig prefers to introduce himself as an “Elder Millenial.”  In this conversation - which was sparked by a post Darren shared in social media - listeners will enjoy some nostalgia for times past, while contemplating technology's role in communication in the near future.

Specifically, Craig invites Darren to discuss why their unique generation’s upbringing and relationship with technology helped to shape their perspectives and outlooks today.

You will hear several topics and enjoy many reflections including:

• How the speed and pace of information has changed.
• How problems with communication in the recent past may not have been bad problems to have.
• What the technology was like on Sept 11, 2001.
• A delightful musical “Come from Away” based on 9/11 and why Canada is a great neighbor (and how it highlights what technology was like on Sept 11, 2001)
• Parenting today’s youth in a technological era
• What would happen if a crisis occurred today and suddenly we had no smart phones?
• The importance of shared experiences.
• Why commercial breaks aren't always a bad thing.
• Brain calories.
• Newspapers.
• The good and the bad of analog and digital.

Listeners will enjoy the lightheartedness and good humor in this chat and yet may feel properly challenged to consider some of the ways we can recapture the good times in our present times.

You will be encouraged to keep your minds clear of clutter, and cultivate shared experiences with those around you.  The good ol’ days are still here - if we let them be.

The word of the day: Posterity. pos·ter·i·ty. noun: All future generations of people.

About our guest:

Darren McLea grew up in the tire business and now helps advance the business development of tire and auto repair companies just like yours. His mission is to help you create long term, loyal customer relationships through effective communication, not just sell more tires. 

https://www.djmsolutions.net/

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 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

We’re speaking up… WAY up in this episode - as our host Craig O’Neill welcomes his friend and Certified Flight Instructor (CFI), Austin Brumfield, to the show.

Anyone responsible for training people to do things new will enjoy takeaways from Austin as he emphasises the importance of communicating calm, clear, and accurate when training student pilots.

Also - It’s travel season - and if you’ve followed the news in 2025 - booking a flight can feel a little overwhelming when you see mishaps dominating the headlines.

Austin brings a great deal of perspective to the conversation - acknowledging some of the communication concerns that exist in US airspace - and balancing that with highest respect for the decorum and professionalism that is practiced and trained into the people who make our air ways safe.

Craig met Autstin while taking flight lessons a few years ago - and the two became quick friends. Austin and his wife Evangela are both missionary pilots who are in the process of raising support for their mission to the remote regions of Alaska.

You can learn more about the Brumfields mission here:

• https://www.facebook.com/TheBrumfieldsinAlaska/
• https://arcticbarnabas.org/team-members/austin-evangela-brumfield/

Today’s Word of the Day- Aviophobia: intense fear or dislike of flying

Watch Full Video Episode

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 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

In this episode - our host, Craig O’Neill welcomes two guests from his home Toastmasters club, Dylan Jayce and Evan Wisner.

While Evan is familiar to our loyal listeners as - Dylan will be a new voice - and you’ll hear about the journey Dylan has been on as he represented Grand Rapids Toastmasters - Club 404 in the recent Area level speaking competition.

That’s right - there is such a thing as competitive speaking!

The title for today’s episode is worth noting - as it is the theme selected for the year from current Club 404’s President, Mark Amos.  “Show up and Show Out” 

This is exactly what the club did on Feb 22 - when Dylan won 1st place in the Area contest over two other very accomplished speakers.

Dylan is particularly inspiring in this episode as he articulates the impact that the show of support from club members had on his journey.  While he considers himself an introvert, Dylan demonstrates that a commitment to growth, and a great support network, can enable you to do things you might never imagine you could. 

The episode is further enriched with Evan Wisner’s keen insight, and how he shares, along with Craig, regarding their perspective of Dylan’s progress through the years and recent weeks.

Join this conversation and you will gain a greater understanding of what a great Toastmasters club can look like, how friendships form around embracing discomfort, and how remarkable individuals contribute to a winning culture.

The Word of the Day: Inimitable - in-IM-it-uh-bul, adjective

• Inimitable describes someone or something that is impossible to copy or imitate.

Watch Full Video Episode

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 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

In this episode, our host Craig O’Neill welcomes his friend and colleague, Brandon Crusha to discuss a simple but often uncomfortable topic among practitioners of change.

The slogan:  “This Sucks - and it Works!”

Craig was inspired to discuss this topic with Brandon after reading a post about slogans that don’t really work well - and the phrase above was suggested as an alternative to some others.

This stood out, because Craig has literally stood in a room with Brandon as Brandon spoke nearly that exact phrase to a group of tire specialists.

Brandon has a background in the automotive industry, in software, and rather significantly, the Marine Corp.  The latter component is a thing which makes Brandon uniquely effective when coaching and onboarding in his role at Autoflow, and in other endeavors Brandon is engaged in.

Listeners will appreciate hearing Brandon's stories, hard earned wisdom and will find a pragmatic approach to learning that emphasises acknowledging that changes are tough, but embracing the suck is the way to get through.

Additional insights:

The three ways of learning according to Brandon’s instructor in the Marine Corp

1.)  Pain

2.)  Repetition

3.)  The repetition of pain

We appreciate Brandon's service and the sacrifices he’s made in service to our country. We know our listeners will too.

Reach out with any questions to [email protected]

You can also thank Brandon directly here:  [email protected]

The Word of the Day: Arduous

Adjective

• involving or requiring strenuous effort; difficult and tiring
• "an arduous journey"

Watch Full Video Episode

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 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

Early 2018 our host, Craig O’Neill attended multi-day training session by Dennis McCarron

In this episode - Craig invites Dennis to highlight one of his favorite takeaways from that training.

Of course - the takeaway is an acronym…

A.P.A.C.

Acknowledge

Probe

Answer

Confirm

APAC is a pragmatic model for solving problems that can be applied in nearly every walk of life.

From taking an upset client and solving their problem - to taking a routine interaction and arriving at the right conclusions, Dennis explains how APAC is what happens, eventually, no matter what… it is just the most efficient way to accomplish what needs to happen anyway!

You’ll want to carve out the time to hear Dennis and Craig go deeper into human behavior models and tackles topics such as trust, and engagement and understanding how we are always assessing the people we are serving how they are engaging their environments.

Listeners will find that APAC is a pragmatic approach to communication in the shop and all walks of life…

And you’ll find that our Word of the Day today also happens to be “Pragmatic”

prag·mat·ic-/praɡˈmadik/adjective

Dealing with things sensibly and realistically in a way that is based on practical rather than theoretical considerations.

• Watch Full Video Episode

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 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:

Craig O’Neill, welcomes his friend and communications expert, David Boyd, as our guest.  Listen up to hear the thoughtful conversation between David and Craig across a variety of topics and questions related to the phones skills of your staff, AI use in the world today, and the outlook for the future.

A key question:  “Will the job of the service advisor still exist?”

As AI solutions seem to become more and more sophisticated - the question has career advisors wondering this aloud. 

The conversation should be encouraging for anyone who takes their professional role as a service advisor seriously, and the future, according to David and Craig, appears bright.

According to David, the service advisor is the person we should be empowering further, and developing, as this is the role focused on building relationships.

The conversation draws on additional points related to what we learned during Covid and the real value of actual connection, as well as some of the pitfalls for what occurs when a productive technician is forced to answer phone calls.

Listeners will walk away with some practical advice from this episode, and more clear vision for a coachable front counter that is focused on connecting!

The WOTD Today:

Affable

Noun-

Friendly - good natured - easy to talk to

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]
• Watch Full Video Episode
• 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:

In our episode today - Craig introduces listeners to a concept that has helped to shape his own journey, the concept of being “Supermedium.”

This concept is related to fitness goals and how people often do not focus their goals on very specific objectives - which can lead to wasted effort and actually hinder you in many cases. The goal is to be strong enough—or said differently, have the right strength for a specific task.  SUPERMEDIUM.

There are a few references Craig brings into this conversation - one of which is from the book “Be Useful: Seven Tools for Life,” by Arnold Schwarzenegger.

Craig quotes a statement that Arnold makes on the importance of coming into strength training with a clear goal - and ties this to coming into communication training with a clear goal as well.

(Craig also highly recommends that book by Arnold via audio book.)

The link is here:  https://www.amazon.com/dp/B0C1HR5D9S?ref_=cm_sw_r_ffobk_cp_ud_dp_KKT0YM7XDFW30C7FNNXM&skipTwisterOG=1&bestFormat=true&newOGT=1

Just how does this apply to our communication goals? 

Craig often cites that “Toastmasters is his gym’ and that communication skills can atrophy just like any muscle in the body.  Listen in to hear how him discuss some of his own fitness goals and overlays that with what he has seen as he journeys with others on their communication journey too.

This episode will have you thinking about what it is you want to accomplish on your communication journey and should be encouraging for those who might feel a bit too self critical if they aren't achieving an ideal they have imagined.

• Watch Full Video Episode
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

Today’s Word of the Day:

Untenable

Adj

Something, such as a position, excuse, or situation, that is described as untenable cannot be defended against attack or criticism.

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 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:

In this episode, Craig is concise as he reflects on the timeless wisdom of Martin Luther King Jr. and how his principles of nonviolent conflict resolution remain highly relevant today. Inspired by recent readings of King’s works, specifically his iconic Letter from Birmingham Jail, Craig explores how these lessons can be applied to resolving conflicts in everyday life—even in situations as modern as addressing negative reviews.

This thoughtful discussion acknowledges the historical context of King’s writings while highlighting their enduring value in promoting understanding, negotiation, and meaningful resolution.

• Watch Full Video Episode

Key Points Discussed:

• Craig’s Appreciation for MLK’s Legacy: Acknowledging King’s brilliance as a leader, communicator, and writer, Craig emphasizes the enduring relevance of his concepts and principles.
• The Four Steps of a Nonviolent Campaign (as outlined in Letter from Birmingham Jail):

1. Collection of Facts: Ensure injustices are present and verified.
2. Negotiation: Open dialogue with a willingness to find common ground.
3. Self-Purification: Prepare yourself to act constructively and maintain the ability to return to negotiation.
4. Direct Action: Take deliberate action aimed at fostering a return to negotiation.

The Word of the Day:

Unfettered.

• Adj - Not controlled by anyone or anything.  Uninhibited

Modern Applications:

Craig draws parallels between these steps and common missteps in conflict resolution today, such as skipping fact-gathering and jumping straight to retaliation—like leaving a low review without understanding the full story. He discusses how these missed steps can lead to escalation rather than resolution.

Takeaways for Listeners:

• People care about how much you know only after they know how much you care.
• Applying MLK’s principles to situations like resolving a customer complaint or an unjust review can model constructive engagement and encourage others to seek facts, negotiation, and resolution.

This episode is a thoughtful tribute to King’s enduring legacy and a practical guide for applying his lessons to resolve conflicts with empathy and integrity.

Links & Resources:

• Letter from Birmingham Jail by Martin Luther King Jr.

Join Craig as he unpacks these timeless lessons and their power to transform the way we approach conflicts in our personal and professional lives.

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 Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/