Town Hall Academy - Archive

https://youtu.be/OpwPVKUNwhg

Brad Pellman first started working in the automotive industry at the age of 15 and over his career has held a wide variety of jobs at both dealerships and independent repair shops. In 1995 this dream of owning his own shop became a reality when he opened up Pellman’s Automotive in Boulder, CO with his wife, Lisa.

Brad is ASE master certified and AAM designated as well. He is currently on the Board of Directors for ASE and ASA Colorado, with past board involvement with CCPN and the TECHNET Automotive Council. He has had the added privilege of being designated as one of the Motor Age Top shops in the country. And hopes to continue to raise the awareness and importance of Independent automotive repair across the country. Brad’s previous episodes HERE.

Peter Foreman from Integra Tire, Second Generation Shop Owner, 39 Years old from Langley, BC. Peter literally grew up in the shop. As a baby, there was a cot in the office while his mom Cheryl did the books! Taking his Dad Dave’s beliefs and expanding on them, Peter went out and made a career on his own in the auto parts industry before deciding to come back and help his family bring the shop into the next age of auto service and repair in 2005. Peter is happily married with two children. His children love to visit the shop as well. Maybe there will be a third-generation one day! Learn of Peter’s Previous episodes HERE.

Paul Marquardt Started in this business in 1979 as a pump jockey and lube tech. Paul attended various training over the years, some of it daytime training 4 hours of travel time. He bought the business Northwoods Auto Techs, Rhinelander, WI, in 1990 and in 1995 expanded from 2 bays to 5 bays and became a NAPA Autocare center at the same time. He was the NAPA Stevens Point NAPA ASE Tech of the Year from 1999 through 2008 and was the National NAPA ASE Tech of the Year for 2010. Paul Joined the NAPA Autotech training team around 2011 as a contract trainer and have been doing that as well as keeping the business going. Learn of Paul’s Previous episodes HERE.

Key Talking Points: 

• Big reality is that there is enough business for everyone.
• You cannot work on all the cars that drive by your shop
• Problem is not the shop across the street or down the road
• Many shop owners have learned from their peers
• Smart shop owners are in a network and talk weekly
• There is no reason to create from scratch. Get ideas from colleagues, tweak to make them yours and implement. It is called R & D. Ripoff and Duplicate
• It is better to have friends than enemiesCall for support from a local team or network can help you solve a problem
• If you get along they can be there to help you
• You see strong comradery at events like Vision. Why can’t that get down to the very local level?
• You solve problems by having resources. Friends in your market can help you
• In Peter’s group, they used to have a Google sheet that listed all their tools so they knew what they could borrow
• If you borrow a tool twice you should own it
• You can also share business challenges and marketing ideasSome have even helped with a tech
• If you share marketing ideas use different companies to keep your identities separate
• Visit every new shop in your area. Just stop in.Ask for their opinion on things. Tools, training, etc
• Encourage the shop down the road to visit aftermarket events including social events and training
• No secret sauce exists. Don’t worry about someone taking ideas. That is the point. Make it your own and grow your business
• Don’t ever talk negatively about another shop. It does not make you look good. It makes you look small
• Always defend shops in your town
• You may discover a customer who is never happyFriends share that information
• We are all in the business for the same thing and we cannot work on every carWorking together insures your own success
• Fighting one another never grows a great industry
• “You’re the average of the five people you spend most of your time with.” Jim Rohn
• Friends help you. Make your competitor your friend. It is not a bad thing. It will help you grow your business
• Help each other with tools and similar software systems. 
• Small Shops … Big Egos. It is real not to share and have your Ego get in front of important decisions.
• You’ll never get better if your ego rules
• If your customer ends up at the shop up the street. Then you screwed up.
• Friendships enable your success

Resources:

• A special thanks to Brad Pellman, Paul Marquardt, and Peter Foreman for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com

https://youtu.be/IITVoBkJ1-A

Keith Williamson is the owner of Williamson’s Repair and Tire in Bondurant, IA for over 20 years. He is a member of MWACA where he leads the Shop Owner Support Group (an amazing group of shops) in Iowa. He and his team focus on the customer experience, as well as Hybrid, Electric and emerging vehicle technologies. He recently added a solar array to his building and uses a Toyota Prius and Chevrolet Volt as shuttle vehicles and plans to add more hybrid and electric vehicles as they continually update their loaner fleet. He is a member of RLO Training’s Bottom Line Impact Group for 4 years. Listen to Keith’s previous episodes HERE.

John Long started to gain more interest in vehicles and just after his 21stbirthday he accepted a position working at National Tire & Battery as a service advisor. He knew nothing about tires or vehicle systems and how they worked, but he learned as much as he could.

In 2005, John and his wife decided it was time for a move. He arrived in San Antonio late on a Friday night after driving 24 hours straight and interviewed with Mark Roberts on Saturday morning. Mark hired John, and for the next several years he helped grow the new mechanical repair shop business. Listen to John’s previous episodes HERE.

Tyler Hubbard is the owner, I-70 Auto Service, Kansas City, MO. Listen to Tyler’s previous episodes HERE.

Key Talking Points:

• One of the best ways to grow your technicians is to pay for their training
• Consider incentives for the number of hours. See this episode with Bill Hill: FTR 075: Bill Hill – Yearly Bonus is All About a Commitment to Training
• Promote to your customer that you are closed for trainingLet them know of your commitment to stay on the cutting edge
• Use your invoices, signs and social media to promote your training commitment
• The best networking happens at the breaks and in social events during any conference, especially at Vision
• When back at work hold lunch and learns and share what each other learned and what resources are available.When you teach you learn
• Hold deep discussions on what each learned. Do this over a few weeks so you can spend some quality time on each lesson
• Team bonding is at an all-time high when you bring your team to a training conference.
• Some techs will leave shops when they will not pay for their training
• Be sure that your techs all go to different classes
• Lunch and learn where your techs share new ideas that they discovered or learned. Make this a part of your meetings
• How do we test if the training worked
• You need to want to see your people be successful
• Track comebacks to find weaknesses in training
• Training saves your tech time. Time is money
• If you are going to provide the best customer service, not training your techs hurts that commitment
• You gain a competitive advantage with your commitment to training
• You need to fix yourself and then you’ll find better ways to build a better business
• Investment in training as a percent of sales needs to be budgeted
• John Long spent $90,000 on training. It was 3% of his business
• Techs want to be trained. If they don’t it is time for them to find another shop
• Every position in the company needs to be trained: CEO, Service Advisor, Technicians and back office
• Hire a business coach to help you run a better business and hold you accountable
• Training hours per year required and reviewed each quarter. Many owners pay an incentive to hit their training goals
• Careful. Not all training is good training. Don’t stop training if you have a bad experience, but learn about trainers, venues and content
• How to:Put monies away for training: Scrap iron can be used to fund training
• Supplier rebate’s (debit cards used to pay for training)Parts suppliers and dealers have rebates.
• Suppliers have great training. Partner with your suppliers to bring in the training you need
• Local and regional training comes to your city. You do not have to always go to national events
• Gather your local shop owners and bring in a national trainer
• In house training with a top diagnostician to teach your B and C techs
• Build training into your labor rate. No customer will notice 
•  If you pay for training you can go on better vacations

Resources:

• A special thanks to Keith Williamson, John Long, and Tyler Hubbard for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com

https://youtu.be/QBQiSKOEIG4

Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes HERE.

Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE.

Brad Hazelwonder is an Insurance Marketing Representative for Federated Insurance. His areas of expertise: Business Insurance, Life & Disability Insurance, Estate Planning, Business Succession, and Key Employee Retention

Key Talking Points:

• Insurance is a contract between the business and the insurance company
• Two typesPhysical propertyWhat you own
• Your Customers property
• LiabilityYou are responsible for damage to others and their property
• You have more responsibility than an individual
• When you hire someone you say you trust that person
• When they do something wrong the liability is on you.
• These claims are going through the roof
• Yearly audits are done with your agent. Sometimes twice. They may ask:Are there name change
• New property
• Mailing address
• Changes in equipment
• Look at revenue
• Changes in payroll
• Look at loaners and the limits you want
• And many more
• LoanersYou must check if your customer has a valid license
• You must check if they have valid insurance
• No different than a rental car contract
• You need to get a signed agreement with the customer on the use of the loaner car. Your insurance company can get you a version (vehicle usage/release form)
• You may need a declaration page or insurance card. Verify with your insurance carrier to the proper way to cover yourself.
• If the insurance isn’t paid, they have no insurance even though you may see an insurance card. You can call the customers agent to send you a declaration of insurance
• Some customers can go through their app to send you a declaration
• How Insurance pays outThere are certain types of coverageReplacement cost. Like, Kind, QualityConsider taking a higher deductable
• Actual cash valueTake the depreciated amount out
• DeductiblesThere is a hidden value in deductiblesWorkmans compUpfront saving
• Can prevent your MOD rating by paying a portion (experience rating)
• The number of claims increases your premiums. Higher deductibles can save you money, however, your exposure is higher
• Good processes and quality programs help minimize your risk
•  
• Report all claims. You can make it report only. Get it on record, you can always pull the claim.
• Cost management: Insurance deductibles and coverage
• Business and persona umbrella policy is a givenUmbrella policies sit above all other policies and provide you additional coverage
• With insurance, you get what you pay forWorking with an agent face to face is a huge value to your business
• Business interruption insuranceConsider the length of time you may need. It will always be longer
• If you don’t report all your income then you also have a gap you’ll need to deal with. Get all your sales on the books
• Nothing good happens after midnight 
• Have proper limits
• You should ‘What If’ with your insurance agentWhat Happens If ….

Resources:

• A special thanks to Bambi Crozier, Kim Auernheimer, and Brad Hazelwonder for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com

https://youtu.be/fi3oBrNmE9Q

Andy Bizub from Midwest Performance Cars in Chicago is also a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of and started a turnaround. Andy now has two locations. He bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Listen to Andy’s previous episodes HERE.

Maryann Croce was a banker turned business owner. Tony was a technician turned shop owner. Her biggest mistake as a new business owner was thinking she had to do it all. This is one of the reasons why her signature talk “Gain Control by Letting Go” was created. Maryann is also a member of Women in Auto Care and owns smallbizvantage.com. Hear Maryann in her previous episodes HERE.

Tony Tatich is the General Manager of TMT Automotive, Bremen, IN. He works on solidifying his current shop while building human capital. He is, currently, exploring a second location with the second shop already located. One of his present challenges is finding the right person for the second location. He thinks about his continued growth personally, business, and into multiple facilities. he is working through challenges of growth & being a Yes shop in massive growth periods.

He is looking for harmony and to build a shop that runs 100% without his involvement. He leads a staff of technicians that are 21, 28, & 33 with a senior technician @ 54, Growing out next people homegrown! He is very excited about –  2nd child on the way, 19.8% growth in the first 6 months! Find out more about Tony’s episodes HERE.

Key Talking Points:

• Where are you getting your new customers?Old fashion mailers
• Facebook groups
• Small fleets (other business owners)
• Building relationships from all sectors, building trust
• Google ad words
• Community
• Social media. Paid and organic
• Mailers
• Show you are different in your value proposition
• Google My BusinessAndy was able to cut his cost of clicks down substantially
• Growth strategy from TMT (Tony) took them some time to find their first. They have a goal of 5 storesMany have goals to grow and sell to a regional consolidator
• Time hack:Get off of Facebook
• Manage your time by theme days or activities
• Manage your tasksSend a text on your tasks to yourself and not open it until morning
• Plan your day the night before
• Find a brick of time (blocks)
• Cross of a list and get the closure of completion
• Average Repair Order GrowthLook for the ‘Smalls’Lightbulbs, air filters, cabin filters
• 400% Rule100% Inspected
• 100% Quoted
• 100% Talked to Client
• 100% of Follow Up
• Balancing with Rotation
• Be responsible for your customer vehicle
• Tony wants to find a shop with a low car count and low AROHe will increase that immediately, overnight with procedures and customer service commitment
• Understand what the client’s goals for their vehicle is. This will help you decide maintenance for the long term
• ‘Call Us For Anything’ A sign in your shop that professes your support to their vehicle safety and reliability. Texting, calls
• A forever discussion with every client
• Tony offers a loaner car on the weekends when they are closedWe are in a need it now world
• Customers want help and assistance NOW
• Create a lockbox with a code with keys for a loaner car
• Maryann has any message answered when they are closed
• Andy did an employee engagement surveyDiscovered internal communications was a weakness and easy to address
• Trends.Andy says the industry is splitting into three segmentsVery High Service, High Touch, Specialists, BoutiqueInvestment needed in technology tools/solutions
• ADAS example. Future self-calibration
• Dealership
• Chains
• A one shop company may not be able to afford the equipment, tools, and training to keep up
• Andy Bizub’s business coach was quoted as saying, “The dealers around you want to raise their labor rates but they can’t until you do”.A vicious spiral
• When you lead with your heart you many not be sustaining the business. You’ve got to thrive if you are going to stay in business. Charging for services rendered is tough but must be done. Charging commodity pricing will not sustain your business

Resources:

• A special thanks to Andy Bizub, Maryann Croce, and Tony Tatich for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com

https://youtu.be/t3cgw0Mbc2Y

Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation.

With a passion for helping others, Jeremy started coaching Service Advisers in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE.

Todd Zimmerman is Dynamic Automotive's Location leader. Previous episodes HERE.

Jayson Preston. Supervisor, Parts and Service, Curt's Service Inc., Oak Park, MI Previous episodes HERE.

Key Talking Points:

• Role Play #1 - Incoming Lead: Calling for a price on a Timing Belt. 2012 Honda Odyssey Touring 3.5 122,500 Miles. Original Belt
• Getting the car into the shop is a priority
• No dead air on phone call- connect with customer and keep them talking, guide call and establish control of the conversation 
• When you answer the phone be fully present
• Pricing is transparent, don’t be afraid of it
• Role Play #2 - Sales Presentation - Oil Change Customer. 2017 Honda CRV AWD 63,900 Miles.People deny work depending on price, trust, or no time 
• If you don’t know why the customer is turning down work then you can’t fix vehicle problem
• Brake pads- safety issue
• Give one total price instead of line by line price 
• Role Play #3 - Selling Diagnostic Services over the phone. The customer calls in and asks how much to diagnose my check engine light.
• Asked for appointment multiple times
• Need to ask the type of vehicle
• Stand ground for a testing fee- able to accurately fix the vehicle with running proper testing, taking the guesswork out of the equation
• Safe to drive? Yes can drive it to shop to get it fixed
• RCA- root cause analysis  

Resources:

• A special thanks to Jeremy O'Neal, Todd Zimmerman, and Jayson Preston for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com

Panel:

• Rachael Wacha, City Auto Repair, Gainsville, FL
• Kate Jonasee, K-Tech, Sebastopol, CA (MSO)
• Donnie Hudson, Troy Auto Care, Troy, MI (MSO)
• Jeremy Winters, Service Manager at Weavers Auto Center, Shawnee, KS

Talking Points:

• Kate’s big thing was the improvement in her company culture and the psychology of herself as a leader was impactful.
• Rachael, getting yourself centered so you can make a change with your team
• Some on your team will exit themselves as they choose not to be team players
• Technical and management training is so important to the development of your team
• Donnie does cross-training so each other knows the other job
• Training happens when the culture breeds continuing education
• Localize training needs to be more hands-onHire a national trainer and split costs with fellow shop owners and set up a Saturday for a daytime hands-on
• Labor rates are a reflection of your value proposition. 
• Labor rates should be a function of the business not of the market
• If you did your job right it is never about the labor rate
• Customers want to trust you  
• Rachel sells here value vs price or labor rate
• Customers ask price or rates because they don’t know what else to ask
• Focusing on the customer is part of your culture. They will now it and feel it
• You can offer a value proposition for your customers even if you just started. Start out strong with a strong culture and commitment to your team and your customerSurround yourself with people smarter than you
• Ask other shop owners 90% of them want to help. Put your ego on the shelf. Be humble
• Weavers got completely off of flat rate. They have six-figure technicians on an hourly planYou can tie many performance bonuses
• Donnie and kate has put in place an IRA plan for their techs
• Comebacks:Handled as a #1 priorityThis show the character of the company by how you handle come backs
• Consider a system to track every come back to spot a trend
• Kate and Jeremy are watching the growth of EV’s 
• Kate and Donny are not heavily into Hybrids
• Rachael feels that having peers and colleagues helping her has had a big impact on here business
• Kate feels that her business coach has had a huge impact on her businessShe recently had 36 other shop owners touring her facility where there was knowledge transfer happening for everyoneBonding and Q & A happening
• Idea sharing
• Jeremy has seen the impact of a business coach on the business. A game-changer
• Donnie’s coaching experience is from his local business development group. Sharing, caring, teaching
• Succession planning. How do you plan to doEvery decision you make should be on succeeding the business
• Family businesses have unique dynamics. Open communication is critical
• If you can’t find a successor with the passion necessary you don’t have a good candidate

Resources:

• A special thanks to Donnie Hudson, Kate Jonasee, Rachel Wacha and Jeremy Winters for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com

https://youtu.be/FTGZbgwjMXE

The Panel:

Bryan Gossel, BG Automotive, Fort Collins CO  Brian's Previous Episodes HERE.

Phil Carpenter, Director of Operations, Urban AutoCare and Avalon Motorsports.

Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981.

Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.

They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Judi’s previous episodes HERE.

Brad Pellman first started working in the automotive industry at the age of 15 and over his career has held a wide variety of jobs at both dealerships and independent repair shops. In 1995 this dream of owning his own shop became a reality when he opened up Pellman’s Automotive in Boulder, CO with his wife, Lisa.

Brad is ASE master certified and AAM designated as well. He is currently on the Board of Directors for ASE and ASA Colorado, with past board involvement with CCPN and the TECHNET Automotive Council. He has had the added privilege of being designated as one of the Motor Age Top shops in the country. And hopes to continue to raise the awareness and importance of Independent automotive repair across the country. Brad’s previous episodes HERE.

Key Talking Points:

• Training is Maintenance
• Why is the participation low at so many regional and/or national events
• Listen to the commitment from Phil Carpenter as to the number of venues and how many of his team are going to matter how far including Vision, ASA Colorado Summit and STX
• Localize training with your fellow shop owners. Don’t call them competitors call them allies
• Classes for technicians, service advisers and owners
• The power of networking beyond the training
• Build grassroots in your community and create a culture of sharing
• Be the hand up not the handout. Give.
• Also, be willing to receive and then implement a great idea. Don’t regret for years not implementing
• Realize that there is enough business for everyone. You cannot fix all the cars
• A good shop wants the shop across the street to be as good as them
• Same faces show up for training
• When will shops hit the wall because they are not training? Many may have already
• Bring in national trainers to your marketplace, get together with your allies and split the costs
• Have all local competitors work together on training. There is no competition when it comes to the power and value of training
• If you don’t implement the key things you learn you just wasted your time
• When you teach you learn
• ADAS training should be required for all owners, techs and service advisers. Understanding the complexities and calibration routines will help communicate with your customer and respect the technology while working on an ADAS equipped vehicle
• Asking for help is a sign of strength not weakness
• Consider a training bonus at year-end
• Pay for all training
• Do not ask for a written commitment to stay with the shop after you invest in training
• Find a close friend who owns a shop and work together as collaborator and an ally

Resources:

• A special thanks to Bryan Gossel, Brad Pellman, Phil Carpenter, and Judi Haglin for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com

https://youtu.be/wVGKlTmEsFE

Jae Malinowski has been in the automotive trade for 25 years, starting in the auto-body industry at 18, he then transitioned to auto sales for a couple years. When a chance encounter with a headhunter introduced him to the tire industry. He started out in a management training program starting doing commercial tires to learning service agriculture, forestry and mining tires. He had opened his first shop at 28. A new startup with 4 employees after five years. They had 16 employees and 5 million dollars in sales. After parting ways with his business partners, he wasn’t sure if he wanted to go back into the tire business. 

After working for a couple of luxury brand auto dealers selling cars, he decided to get back into the tire industry (because no one ever leaves the tire industry). Starting his current venture Faithfull Tirecraft in 2014. Jae knew his best chance at success would be to align his new shop with a national banner brand that he knew would give him the best chance of succeeding. The Tirecraft dealer network in Canada are all independently owned making it Canada’s largest dealer network of tire dealers and automotive repair facilities. He started Faithfull Tirecraft with a focus as a tire service shop, with luck with his first two hires, he was able to get two really good automotive repair technicians and immediately pivoted towards an automotive general repair facility that had a 50/50 split machinal maintenance and light-duty and commercial tires.

Chris Tolleson opened 49 Tire Pros Pros in October of 1990. Chris had been "gum dipped" as the old-timers say since birth. Bill Tolleson, Chris's father, has been with Bridgestone/Firestone since 1966. Before opening 49 Tire Pros, Chris had been employed by Bridgestone/Firestone for 7 years, the last two as the youngest manager in their 1,600 store chain, in Hattiesburg, Mississippi.

In 1990, Chris was able to move back home, to Florence and open 49 Tire Pros. The communities of Richland, Florence, and Pearl grew and so did 49 Tire Pros. In 1999 49 Tire Pros expanded from a small waiting area and 8 service bays to 12 service bays and a much larger waiting area, office suites, and doubled our warehouse space.

49 Tire Pros is one of the south's largest Bridgestone/Firestone affiliated dealers. Since 49 Tire Pros opened in 1990 Bridgestone, Firestone, and Dayton have been it's core tire lines. 49 Tire Pros also has grown to become a dealer for Michelin®, BFGoodrich®, Uniroyal®, Goodyear, and Dunlop. 49 Tire Pros also carries many other brands like Cooper, Falken, Hankook, Mastercraft, Winston, and many more. At 49 Tire Pros we like to say "We've got your size, we've got your price!"

Jim Fleischman and his wife Shelly own Automotive Alley in Arcade, NY. Jim attended Alfred State College for Automotive Tech. He went to work for a Ford Dealership as a shop foreman. Jim’s racing and organizational experience came by being part of a race team that ran Busch and NASCAR. He was recruited from his alma mater, Alfred State College, and became an instructor. Jim always wanted to teach and it was fate. He spent fourteen years as an instructor. He loved building relationships with his students.

He was balancing his teaching job and owning a shop while Shelly ran the business for him. Jim ultimately left his teaching job and went to work full-time in the business. Shelly’s background was accounting which was good for the business overall.

Jim believes in a strong process-driven company. He is all about improving efficiency. Saving steps for productivity gains. Anyone can study their inefficiencies and make changes to improve productivity. He templated his systems against NASCAR. Immaculate, organized and tools quickly reached and found. Jim perpetually works on streamlining to increase his productivity.

Automotive Alley also specialized in street rod, hot rods, upgrades, and restorations. For Jim, the word “can’t” is not in his vocabulary. Listen to Jim’s previous episodes HERE.

Talking Points:

• Chris runs a 50/50 split between tires and service
• Selling tires makes your shop a one-stop-shop
• Many independent tires only shops are getting into the service/repair business
• Tire technology will rise with the advent of sensors that will communicate with the vehicle. Traction information will help the vehicle know how to steer.It will make tires much more expensive
• Tire margins are not strong. You need to accept the dollars per sale instead of the Gross Margin Percents you target for repairs.
• In one hour you can mount and balance four tires.
• Alignment machines and tires go hand in hand
• Why send a customer to a tire store.
• Small specialty shops send the ‘tire guys’ work. They send their customer to them. That allows the customer to find a new home for service.
• Chris does not like to send his customer to another place
• Being part of a banner program is a big advantageMarketing, brand access and year-end rebates
• Allow you to compete a little better 
• Selling tires like all your services is about educating your customersGood organic social media on tires can help in education
• The specialty shops advertise heavily
• Selling road hazard warranties and alignments help round out the sale
• Careful on getting into the tire business full boreMust be very competitive
• Shops that do quality inspections should sell tires as a one-stop-shop
• Some shops can’t afford their A or B techs doing tires. They lack manpower and space to do tires right
• Jae will install a tire not purchased from him.On-line options are big
• They can become a customer long term

Resources:

• A special thanks to Jae Malinowski, Chris Tolleson, and Jim Fleischman for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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