Town Hall Academy - Archive

By Carm Capriotto, AAPBusiness

Town Hall Academy - Archive episodes

July 04, 2018THA 074: Can David Beat Goliath?
Your Learning Curve Never Sounded So Good
The Panel:
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.
Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop, Freedom Automotive in Hesperia, CA. Jeremy is a DISC Certified Master Behavioral Analyst. You can hear Jeremy’s previous episodes HERE.
Scott Pelava founded LONSDALE AUTO WORKS over a decade ago. As an ASE-Certified Master Auto Technician, Advanced Engine Performance Specialist, Undercar Specialist & Service Consultant, he saw the need for a more modern auto service center in the fast-growing community of Lonsdale, MN
Scott’s strong background in domestic and import vehicles helped form the vision of what Lonsdale Auto Works is today. He built a reputation for quality service and fair pricing starting out with just one apprentice. As the need arose, additional technicians have joined Scott’s team to keep up with their customers need for fast, quality service.
Scott is also very active in the community. He is currently in his second term as a Lonsdale City Council Member. He has held numerous leadership positions with the Boy Scouts and has served as a director of the Lonsdale Chamber of Commerce and is currently a member of the Lonsdale Lions Club. Scott also founded the Facebook group ASOG. You can hear Scott’s previous episodes HERE.

Key Talking Points:
David happened upon the event one day when his father sent him to check on his brothers. He hears Goliath’s challenge and approaches Saul offering to fight the giant. Saul disqualifies David by age and lack of training. But David refutes Saul and shares his resume of protecting the sheep against lions and bears, killing both. He claims the Philistine Goliath would be no different and he places his faith in God Almighty as his protector. Saul concedes and attempts to dress David in armor but David could not use them because he felt clunky and wasn’t accustomed to them. Simply put – it wasn’t his knowledge base or strength. Instead, David takes his slingshot, a stick, and five smooth stones.
Nimble quick moving David can be related to business. It is not about being an underdog. He had faith and competence.
A big Goliath in your life can be internal vs external. Don’t let your internal Goliath rule you.
Some competitors are looked at as ‘large’. That could mean weighted down.
Strong processes and systems bring a strong competitive advantage.
Small businesses can adapt to situations versus a Goliaths ‘corporate’ process document. This ‘flexibility’ is an advantage.
If you are not weighed down with heavy corporate rules:
Process changes can happen quickly.
Decisions to support a customer can live in the ‘Do Right Rule’.
You can react and implement faster.
If you are not converting leads you can fix it without layers of management sign-offs.
You can create a strong connection with your customer. In most cases stronger that Goliath can.
You choose to talk to people, even if you are a paperless digital shop.
David’s can win because they choose to.
You can find a special niche.
Euro, Air Conditioning, Diagnostics, Safety are examples of focus.
Bambi’s shop is stellar at Land Rover.
Amazon is the largest Goliath, yet their share is growing because they are thinking nimble and David like.
There may be a new business model coming and you will need to be willing to adapt. Don’t become your own Goliath.
Don’t be complacent. Try new things. Find your energy.
Bring your customers into your ecosystem.

A common thread among successful entrepreneurs: they don’t care what other people think about what they are doing. They have a mission and a focus. From Malcolm Gladwell’s book: David & Goliath – Underdogs, Misfits And The Art Of Battling Giants.
From the Book: “To win against the Giants, the Davids need to adopt different strategies. But most of the time underdogs don’t fight like Davids as they blindly accept the rules of the game as defined by the dominant players.”

Starbucks example. They are a Goliath yet they hire Davids to support and face the customer.
David’s can do more to provide a superior customer experience.
Is customer loyalty dead? You must earn it with each interface or transaction.
If your customer experience falters the pricing model surfaces because of pricing transparency in the industry.
The Goliath’s are taking the gravy work and proper maintenance intervals may be ignored by the customer. It is so critical that we educate the customer on the longevity of their vehicle with proper maintenance.
You can create the rules and business model that no one has ever done before.
In general Goliath’s do not empathize with the financial concerns of the customer.
David’s have the personal drive to succeed and adapt and make their business work for their people and their customers.
Being perceived as powerful and unbeatable is great, but give yourself a great advantage without being stuck in a box.
As your business grows don’t lose your David.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com
Download the Remarkable Results Radio listening APP for your smart device:
46 min
June 27, 2018THA 073: Your Turning Point: The PIVOT(s) That Improved Your Business

Your Learning Curve Never Sounded So Good
The Panel:
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 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.
Patrick McHugh always tinkered with ‘stuff.’ His dad bought an ’85 BMW when he was 14 when he noticed Patrick was running out of things to tinker with. A friend, Eric, had a lift and was a BMW person who helped Patrick and his dad learn everything about the car. At 15 years old, Patrick started working in an airport, washing planes, and mowing grass to earn credits to learn to be a pilot. He soloed at 16 years old. The day before college he got his pilot’s license. Patrick attended Purdue University where he studied aeronautical technology. He kept flying, earned his instrument license, and became an instructor. He discovered a passion for teaching. As fate would have it after graduation, Patrick became a pilot for Trans State Airlines, a regional carrier for United. He was based in Richmond, Virginia,
With normal pilot downtime, he continued to tinker with BMW’s. He discovered that being a pilot was not for him, so he went into avionics and shade tree work at home. Cars were lining up in the driveway, so he had to decide to stop or go into business. So in 2011, he dove in head first and started Bimmer Rescue! Patrick has a real passion for the industry; not just for the day to day, but for the future as well. He teaches STEM classes for teenagers to show them career opportunities in the auto industry, hosts Women’s Car Care Clinics, and even has regular Art Shows in his shop’s gallery to support local artists. Patrick enjoys trying to change auto repair for the better and loves the great opportunities this industry offers! Listen to Patrick McHugh’s previous episodes HERE.
Alan Symmes, shop owner, Revolution Automotive Services, Norwood, MA. Alan has a goal to achieve excellence in all that he does. Having a passion for cars lead him to the automotive industry at the age of 18. He and his wife Holly were even married in a Boston auto museum. But after mastering the technical aspect of cars, Alan sought out a new challenge to start his own business and ‘revolutionize’ the automotive service experience for both the customer AND the employee.
In 2012 he and his wife started Revolution Automotive Services, Inc. in Norwood, Massachusetts. With high energy, enthusiasm and a strong will to succeed, Alan has created a culture that not only his employees believe in, but his customers are attracted to. In less than 5 years Alan took his business from a 1-bay operation to a 7-bay shop that offers extraordinary benefits to its employees and a “WOW” experience his customers rave about. “Quality is not an act, it is a habit” and every aspect of Alan’s business is high quality; including the German cars they specialize in.
Cecil Bullard is President of the Institute for Automotive Business Excellence. He is a trainer and business coach in the automotive aftermarket working closely with service professionals. Previous episodes featuring or mentioning Cecil, click HERE. Institute for Automotive Business Excellence HERE.
Key Talking Points
It is exhausting to churn your time and customer and not earn strong profits
You can only go so far to be the cheaper alternative
Many have a lightning bolt when they attend training and decide to make improvements to their business.
Raising your labor rate is not the end all and be all pivot.
Some are just surviving and not earning a good living. Raising your labor rate is only one element for this panel.
The money from increased labor rates allows the business to do more such as pay higher wages, higher factory trained technicians, invest in training and the latest equipment.

Sharing your new found knowledge from your most recent training session is important because your team will learn to trust you as you work to implement new ideas and improve the business.
You must put the value behind your service and price.
Your people must be on the boat before you pull away from the dock.
If you are changing your preferred customer mix you must grow new ones before you replace.
Hiring a business coach can be a large pivot for your company.
A strong message from Patrick McHugh on his ‘crash of 2014’ and his biggest pivot. He was able to ‘re-wire’ his thinking because of his 6-month-old daughter. He said no more. He decided to stop making excuses.
He was going through the wall and not going around it.

Pivot points can arrive when you put your family priorities in play.
Kim was able to graduate their two children from college with no debt.

Starting to run your business as a business can be an important pivot.
Good change is good. Plan to research and understand your planned changes.
You may be finding things to do that are not productive and are not helping the business.
Spending too much time on Facebook

Re-branding for Kim was a pivot point.
Alan found an important pivot was joining a twenty group.
Patrick found an important pivot when one of his technicians came to him and asked how he can make $100k per year.
They mounted an 8-foot whiteboard that is called the ‘Cockpit’. They are using this as their scoreboard to track their improvements. It has proven to be their ‘true north’

You can find pivots in your networking group.
The beauty of ORGANIC innovation that comes from the CULTURE you created
Stay your course that you believe and look for the next right things and decisions you will see improvements
Don’t be afraid the make bold moves but get the buy-in from your people so they understand your ‘why’ in your moves or changes.
The attitude you carry around each day makes a difference in the success of your business.
You will have tough days so you need to have great mentors and a strong network and a business coach to support your progress.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com
Download the Remarkable Results Radio listening APP for your smart device:
58 min
June 20, 2018THA 072: Technician Training Strategies & Rewards
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Your Learning Curve Never Sounded So Good
The Panel:
John Bridgwater and his wife own Wright’s Automotive Service in San Leandro, CA. John started to earn his ASE certifications early on and began networking with other technicians and shop owners. John was honored among eleven others as an Auto Care/ASE World Technician in 2015. In order to be considered for this award, you must hold at least 22 ASE certifications. John currently has 49 certifications and he is working on the 50th. John Bridgwater has a very interesting story on his rise to shop ownership. He started in 1987 and became a shop owner in January 2015. John actually was recruited by a shop in the bay area that he and his wife eventually purchased. He waited a long time for the right opportunity. John is also a technical trainer for an aftermarket company. Listen to John’s previous episodes HERE.

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adaptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.
Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Hear Matt in these Remarkable Results Radio Episodes HERE.

Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980’s. Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island, he attended trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod. Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists. When the owners retired in 1995, Kevin bought the business and the rest is history. Kevin’s previous episodes HERE.

Jude Larson is the Director of New Business Development for the ACT Group. He is a frequent speaker and trainer at industry events. Jude has vast business experience including being a highly successful service advisor, the owner and operator of a hybrid online and print marketing company, a top performer in the financial industry, and had a record-setting career in retail management. Jude is also a shop owner, Valley Repair in Tenino, WA. Listen to Jude’s Episodes HERE. Jude uses his rich experience and business success as he consults, trains and coaches results-focused solutions with clients. ACT Group website HERE.

Key Talking Points
Must create a learning culture in the business. This allows the entire team to understand the value of training. It doesn’t end at 5 PM. There is an additional investment and the shop owner must invest.
Owners must lead the way by attending business management/CEO training.
If owners ask their technicians/diagnosticians to stay current so should the CEO. Lead by example.
Technicians must be involved in their training. Shared costs can be in order as you start to build your learning culture. If they show that they are getting value and using their new education the owner can take more costs off the technician as they show that they are willing to invest in their necessary education.
Training helps build a total career professional.
Understand the personal motivation of your technicians and support them to build a lifelong career of learning.

The business must earn the profit it takes to invest in training. Rally your team to help reach that goal.
Add $2 to your labor rate and carve out that revenue stream for training.
Create a monthly bonus related to training goals.
Trainers do not see enough new technicians coming to training.
Training is a retention tool.
Invest in local training. It will cost less than the big events where you have to travel.
Work with your suppliers to get the type of training, you need, on their local/regional training schedules. Look for areas of struggle inside the shop and find the training that will help.
Associations bring training to their members and are a great source for training and networking.
Consider a move to daytime training that allows for a better transfer of knowledge.
Training Tactics: During and after training.
You do not have to remember every fact you learn. Jot notes in the margin of the manual. Dog ear a page. Carry post it notes to flag special pages.
Put them into the situation from the training they just had.
Teach their peers in the shop what they just learned.
Teaching is learning.

Reach out to your instructor if need be. Be sure you’ve reviewed the training material before you make the call. You may find the information you need in the manual.
Shop owners need to have a monthly requirement of X number of training hours from their technicians. All types qualify.
Keep a spreadsheet or ‘brag board’ on every training class each technician and service advisor is getting. Build a training resume for each team member.
Weekly meetings allow for a discussion on sharing the learning of the week or month.

Pay plan at Kevin Ecklers Shop:
Each month that they complete at least 4 hours of training, they earn a bonus of $1 /hr more for the following month, for every hour worked/billed.
We pay hourly with a bonus structure: 4 hours approved education = $1 more per hour
Hold 4 or more ASE’s = $1 additional
Holding a current New York State inspectors license – $1
Productivity over 100% = $1,
Less than 1% comeback rate in the previous quarter = $2
Bonus’s at 35, 40, and 45 billed hours at $1, $2, and $2 each increment.
ASE master tech = $1, ASE L1 =$1,
Tenure with the business over 3 Years = $1 over 5 years = $1

We are up against talent that could look to other industries because they provide paid training.
Work with our local competition to expand the pie/share for the independents. Stop devaluing each other. Help each other with knowledge.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com
Download the Remarkable Results Radio listening APP for your smart device:
56 min
June 13, 2018THA 071: Underutilized Shop Management Systems (SMS)
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Your Learning Curve Never Sounded So Good
The Panel:
Tom Ham, with the help of his wife Deb, is the creator and owner of Automotive Management Network an 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late 60’s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Discover Tom’s previous episodes HERE.

Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California.
With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE.
He is now President of Diagnostic Network and shares this plans and vision for this new diagnostician tool. Find other episodes that have featured Scott HERE.

David Roman began his automotive career in 1999, attending an automotive technical school at a local community college. While attending college, he took a part-time job at a large parts retailer, hoping to gain some experience in the field. This part-time job turned into full-time employment, as he was promoted to management, culminating in placement as a store manager in East Central Illinois.
David discovered a passion for helping people and sharing his automotive knowledge. This passion for serving others allowed him the opportunity to successfully manage multi-million dollar operations in Illinois, the St. Louis area, and eventually Kansas City. His approach to customer service garnered him several accolades and awards, something he eventually wanted to bring to automotive repair and service.
In 2012, he opened Done With Care Auto Repair in Merriam, KS, with the goal of bringing exceptional customer service, transparency, and honest work to his clients. The business was started with only some savings, no prior clients, and no history. Over the last six years, David has been able to bring a servant’s mentality to helping his clients with their automotive needs resulting in loyal customers, excellent reviews, and a solid reputation. Find other episodes that feature David HERE.

Talking points:
The foundation is to learn as much as you can about your computer operating system and the power of the internet.
Your SMS should be utilized to the max because it will benefit your customer and your business.
Your job is to educate/inform the client what it takes to repair their vehicle.
Be sure the power of your system can communicate with your client in the form they want it.
Your SMS is not a booking machine that prints invoice. There is so much more to leverage with the power in the software
The SMS should be the hub of the business. Everything ties into it.
Marketing, parts, customer, inspections

There is a training gap between features being used.
Some new feature software has no training available.
The comprehension of software’s full capabilities is not known of understood by the shop owner.
Training may not be utilized when offered by the software provider.
You need to be trained so you can learn how to augment how your shop flow can add value to your processes.
Cloud-based SMS is where we are heading.
Security for your data and your customers
It is the shop owner’s responsibility to request and get the training from your SMS supplier.
Your hub becomes valuable is your SMS process is part of your SOPs.
It becomes a closed loop function.

With a fully functional and proper utilized SMS, you could reduce administration headcount.
In a small shop, you may be able to eliminate a half person
In a big shop, you may be able to eliminate two headcount.

Learning the software is shop owner’s responsibility
Great software is very intuitive. It operated the way you think or expect to think.
Some service advisors are doing too much today, and future software will do more and more for the service advisor, but you need to set the options correctly for it all to support your processes.
With good software, you’ll find yourself not calling support that often, especially if you learn the software, and even more if it is very intuitive.
We need a rallying cry to get pay by invoice capabilities for our customers built into our POS. This is what customers are looking for because they are doing this for other services.
From a marketing, customer perception, when you are all digital and you come across as ‘high tech’ from counter to bays. It also puts you ahead of the pack and provides a certain level of differentiation.
Be sure your hardware is new and up to date along with your operating system. Full usage will require a lot of bandwidth and processing power.
Network with other shop owners to understand their pain points and successes.
Use a dual monitor to expand your view of features. A huge productivity booster.
Microsoft ads are saying that if you have a three-year-old computer you are underpowered today.
Find time to re-look at your current SMS and ‘re-set’ it up as if you were just installing it.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com
Download the Remarkable Results Radio listening APP for your smart device:
56 min
June 06, 2018THA 070: Business Coaches LAB – Leadership
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Your Learning Curve Never Sounded So Good
The Panel:
Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation.
Bob has over 40 years of Business Management experience within the Independent sector of the automotive aftermarket industry in North America, consulting Independent retail shops on all facets of their business operations. His 18 years of running his own local consulting and accounting firm in Ottawa, Ontario Canada created some of the most productive and financially successful entrepreneurs within the Independent sector today.
Bob is one of 150 wworldwideAMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE. Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE.

Cecil Bullard is President of the Institute for Automotive Business Excellence. He is a trainer and business coach in the automotive aftermarket working closely with service professionals. Previous episodes featuring or mentioning Cecil, click HERE. Institute for Automotive Business Excellence HERE.

Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor. He owned and managed several successful automotive repair shops. Currently, Rick is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company proudly serving the independent auto and truck repair owner since 2006.Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications. Rick has been training and speaking at industry events across the country including AAPEX, Vision and for AASP PA just to name a few. Find all of Ricks contributions to the podcast HERE. 180Biz Website HERE

Jude Larson is the Director of New Business Development for the ACT Group. He is a frequent speaker and trainer at industry events. Jude has vast business experience including being a highly successful service advisor, the owner and operator of a hybrid online and print marketing company, a top performer in the financial industry, and had a record-setting career in retail management.
Jude is also a shop owner, Valley Repair in Tenino, WA. Listen to Jude’s Episodes HERE. Jude uses his rich experience and business success as he consults, trains and coaches results-focused solutions with clients. ACT Group website HERE.

During high school and college Murray Voth, owner of Freedom Consulting and Training, learned to service and repair both motorcycles and airplanes while he finished his commercial pilot’s license. After college, Murray’s research skills were honed while doing a community research project; as a result, he was hired by a firm doing research and development in the service station industry. That led him to own and operate service stations for the next 20 years.
After receiving extensive training from a major oil company in Canada, Murray worked in service station dealer development. His experience in training and development led to an interest in how people function. He began to think about what holds them back from learning and implementing new practices in their businesses. What causes people to change?
Murray has done extensive research into human potential and has the ability to synthesize this material and make it practical to apply. His favorite moment is when a client says, “I get it!” or “I did it!” He is known as an implementation coach. For the last 10 years, he has been the senior trainer, coach, and facilitator for a major automotive training company in Canada, and worked part-time in the USA as his schedule allows. Murray has worked with hundreds of shops and shop owners helping them to be more profitable and reduce their stress levels. Listen to Murray’s episodes HERE. Freedom Consulting Website HERE.

Key Talking Points:
It starts with the owner
Leaders need outside touch points to learn different perspectives
The leader sets the vision for his team and his company. It must be shared.
There need to be people who will be aligned with you and wants to be lead by the proper vision.
Your vision helps to build your culture.
Leaders can only lead if the follows will follow them.
Great leaders provide hope for their followers.
They create a sense of direction and create a sense of competence.
A good leader is so sure of the destination and plan that you can’t help but follow. This binds people to you.
You need to have the people on your team that understands your ‘play’ plan.

You cannot lead people if you are just trying to make it through the day.
The passion behind the vision is what makes people leaders.
Leaders create crusades.
Leaders have a deep core beliefs on what they are selling (vision) to their team.
Less than 30% of North Americans are engaged in their career.
Too many shop owners will not invest in their team.
Leadership must be intentional. It must be on purpose .
You must develop an actional development plan to be a better leader. You need feedback from a coach or mentor.
Managers talk about what. Leaders talk about why.
You need to attract help by being a better leader. Stop chasing help.
You can learn leadership. Read and take leadership courses and seminars. Study leadership.
The leader develops passion within his team. You have to have passion if you want to instill it.
Do a seven-minute ‘toolbox’ staff meeting.
They are positive. They are short. They are done every day.

Leaders create other leaders.
Focus on solutions and not about what is wrong.
Change is not a dirty word. Change is the only constant. Improvement can be a better choice of words.
You need to re-invent your business every three years. You cannot be stagnant.
Good leaders always want to embrace the next level.
Change is external, and we cannot control much of change. Transformation is internal.
We can choose to improve or transform.

Cognitive dissonance. Doing this for 25 years and there can’t be anything better. I haven’t found it yet. This thought process needs to be broken.
“If some can others can. If other can I can. If some can’t it doesn’t mean that I can’t.”
Do you truly believe that your team believes that you have their back? Do you truly believe that your team has your back? They must believe in.
You must have hope before you create your vision. You must believe in yourself.
“If there is hope in the future there is power in the present”. –John Maxwell.
Data and feedback is important. Do a 360 assessment on your team. It is anonymous. It will help you understand where you are as a leader.
Sit your people down and listen for their genuine concerns.
Looking for your passion and your vision? Think back to why you started. You may find the seed of your vision.
Live your life controlling the things you have control over so you can handle the things you don’t.
You can control your parts margins and customers, etc.

Get perspectives by joining associations, reading, joining peer groups or hire a business coach among others.
You must give yourself permission to fail, stumble and fall. You must forgive yourself for any failures. Failure is a huge part of success. You can never understand success until you have failed.
You must be determined and have consistency of action.
Never break trust with your team.
What are you feeding your head? Listen to the RRR podcasts, read a book.
Education is an investment
Have hope, get help to be a better leader. You must have fun.
A good leader reaches out. A leader inspires their people. A leader informs.
Authors or Books Discussed:
John Maxwell
Marcus Buckingham
Gallop

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com
59 min
May 30, 2018THA 069: Workshop – Service Advisor Roleplay – Part 1
Your Learning Curve Never Sounded So Good
The Panel:
Lauren Giver started in the industry in July 2016 when she went to work for the repair shop that had been maintaining her vehicle for two years. She was hired as the Office Manager, but a big part of her job was talking to customers on the phone and at the counter. Lauren quickly found that this was the favorite part of her job, and truly why she wanted to work there in the first place. She had never received that level of customer service or felt valued as a customer at any other repair shop and she was excited to provide that experience from the other side of the counter.
After the shop manager challenged her to make a sale, when she had absolutely no technical or sales experience, she sold the job and found that she enjoyed writing service just as much. It allowed Lauren to help people, which is what she wanted to do. After nine months, she was informed that the owners were retiring and selling the building, but through the connections that she made, Lauren found a wonderful home at Los Gatos Auto Service in Campbell, California where she currently writes service, full-time. Listen to Lauren’s previous episodes HERE.

Barry Barrett is an authority on sales and selling. He is the Director of Training for RLO. Barry’s sales and training capabilities operate at full capacity in his dual roles as the lead salesperson and service manager trainer.
During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people.
Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. Barry is a Ziglar Legacy Certified Coach. Listen to Barry’s previous episodes HERE.

Clint White holds the ASE Master Tech, Under Car Specialist, & Service Writer Certifications. He started wrenching in 1995 and landed his first job via BBB chat room connection. Clint moved on to manage & tech at Midas and then at an independent shop. He moved to Idaho to get away from the overcrowded West Coast and worked as a Chevrolet/Cadillac tech.
Next, he managed another independent in Meridian Idaho. While there, the owner of the business sent me to shop owners training through RLO and ATI 2-3 times a year and he also took it upon himself, at the same time, to attend Bible College full time for 2 years and become a licensed Pastor (talk about being stretched!!!). His fire was lit !!
Clint found out quickly he has a passion to OWN his own shop and a passion to TRAIN/TEACH people. His world was rocked when his father (also a Pastor) was diagnosed with Parkinson’s, Prostate Cancer, had neck surgery and a knee replacement all within a short span of time. Clint moved home to spend time with his Dad. It was a tough choice to leave what he had in Idaho but for him, family must come first.
Clint now manages one of two shops owned by a shop owner he teched with way back in the day. Coopers Auto Repair Specialists in Tacoma, WA. Listen to Clint’s previous episodes HERE.

Talking Points:
Role Play One Customer: Barry | Service Advisor: Lauren | Observer/Coach: Clint Customer Broken Down on Road. Smith called in to a local auto repair facility because her 2001 Dodge Grand Caravan died right after pulling out of the McDonalds drive-thru. He just picked up his 3 elementary aged kids from school and is stranded with no family/friends to call. He doesn’t have a mechanic and usually takes his van to a local Speedy Lube when the oil light starts to come on.
Are you safe.
Look is a four-letter word. –Barry Barrett
Inspect and evaluate
Uber was offered instead of a ride in the tow truck (customer and three children) and was an investment in a future customer or sale. What would you pay to get a new customer?
Once at the counter: Would you share with me who referred you?
Get phone number upfront in the call.

Role Play Two Customer: Lauren | Service Advisor: Clint | Observer/Coach: Barry Customer Dissatisfied with Dealership. Ms. Brown usually takes his 2012 Chevy Malibu to the local Chevy dealership for its “Free Oil Change” that was part of his vehicle purchase package. Her last few visits, the lack of personalized attention and aggressive sales tactics have left a bad taste in her mouth. His Chevy is due for an oil change today and he is looking to make a change in shop.
“If you don’t mind” is being Southern Nice to the customer.
She is trying to trust.
Never refer to your style as ‘No Push Sales’.
Your words are valuable to your customer.
The curse of knowledge can get in our way.
Customers only ask for the price because it is the only thing they know to ask.
“It is the most affordable oil change in town” (A future hesitator)
A future hesitator is something you know the customer is going to ask and you offer it up before they ask.
Lauren doesn’t mind giving out prices on ‘basic’ services.
Idea from Clint: Pre-Inspection Service. He will offer it for free IF the customer isn’t amazed by their report and service. He has yet to give one away. This is his answer to a price shopper for a pre-inspection.

Role Play Three Customer: Clint | Service Advisor: Barry | Observer/Coach: Lauren Customer Provided Parts.Mr. Jones calls a local auto repair facility to inquire about having a part he purchased at a local parts store installed. Mr. Jones drives a 2007 Hyundai Elantra and the check engine light came on recently. The parts store performed a “diagnostic” in the parking lot and the fault code was P0441 and they happily advised him he needed a new purge valve…which they gladly sold him.
Phrases questions: ‘Would you mind?’, ‘Would you be surprised?’
Zip Code analogy on pulling a code from the computer.
To the average consumer, they may not know about the magical box at the parts store could cost $12K. Which provides a place to look but not the exact answer until a trained technician does the diagnosis.

Role Play Four Customer: Barry | Service Advisor: Lauren | Observer/Coach: Clint Customer Googled Symptoms:Mr. Wilson has a 2006 Ford F150 with a 5.4L engine. The check engine light has been on for a very long time and it recently started flashing and the engine runs rough and sounds bad. He has consulted Dr. Google regarding the 12 fault codes that are stored, and he is convinced that replacing the camshaft position sensors will cure what ails his truck.
Acknowledge the customer’s research. Do not make them look stupid.
Never talk to a customer about time.
Don’t give a price until you build extreme value.
Barry: Never give a price over the phone if you can help it.
If they ask you three times for a price is the only time to give a testing price.
Get away from price by asking calibrated questions you can get away from price shoppers.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com
54 min
May 23, 2018THA 068: Why Just In Time Learning is Bad For Your Business

Your Learning Curve Never Sounded So Good
The Panel:
Donny Seyfer
Executive Officer of NASTF
Co-Owner of Seyfer Automotive
Donny’s previous episodes HERE.
Chris Chesney
Director of Customer Training
Carquest TechnicalInstitute
NASTF Board Member
Chris’s previous episodes HERE.
Mark Saxonberg
Principal, Saxonberg Consulting Services
NASTF Chairman
He is the founding father of the Road to Great Technicians and a huge proponent of being Service Ready.
Marks’ Previous episodes HERE.
Bill Haas
Haas Performance Training
Business Manager of NACAT
Bill’s previous episodes HERE.
Jeff Peevy, AMAM
President | Automotive Management Institut
Jeff’s previous episodes HERE.

Talking Points:
A very important episode to listen to. The NASTF interview from Vision 2018: ‘The Road to Great Technicians’ Episode 312
Just In Time. Came from the manufacturing
If you are waiting for the car to show up to lean you are in trouble, you can’t expect to make any money when you are learning in the service bay.
It is not fair to the customer if you are learning core competencies.
But you have to learn in the service bay because many of the problems you come across you have never seen before.
Core competencies are critically important.
We need an approach to structured education.
You can interpret Just in time learning is not an excuse for knowing core competencies.
We need a structure for consistent for real education.
Do not use Just In Time learning as an excuse not to have structured education.
Managing your time is critical to profitability. So if core competencies are not ingrained in the tech assigned to the job will affect your profitability.
The concept of triage in assigning work inside the shop considers the competencies of the technician that is assigned a particular job.
As we attempt to keep up with technology we are falling further behind on core skills because we are not spending enough time in class or in labs so we can put that training to practical use in the bays.
A tricky part is teaching technicians where to find specific information and if they have the core skills they can be viewed as a rocket scientist.
The Road To Great Technicians. NASTF is creating a way to determine the competencies in the fundamental skills for the job you’ve hired for.
Just In Time Training can include a YouTube Video on the task you need to do because you learn about a specific task through a Service Support Resource. -Mark Saxonberg
The industry must cue up resources to make it easy for technicians. -Mark Saxonberg. This is an example of what Just In Time Learning should be.
The real opportunity to improve the business process is that the tech knows what they do not know.
To have the knowledge and tool is what being Service Readiness is all about.
A well-run shop with a schedule allows a tech to know what they need to prepare for a vehicle because research could be done by anticipating the challenge.
Much of this problem is because there is a lack of processes in shops.
It can start with the root of onboarding with new techs. There is hardly any onboarding that exists in our industry. Here is your bay have a go at it.
The Service Advisor is a critical component of this issue.
They need the skill set on who to assign the job to be based on the expectations that were set by the customer. Challenge is to do the job right the first time.

Many Service Advisors are also brought on without a great onboarding process. Many SA’s go through Just In Time training at service counters all across North America.
Estimate: How many shops are service ready for the vehicles they service?
10% or lower.

Define Service Reediness: Being prepared to service a vehicle before it shows up in your bay. That may be just 5% of the shops are ready. That demonstrates the power of having the core competencies as a foundation.
The future may have specialists in certain disciplines, such as:
Data Network Specialists.
An electrified vehicle specialist
A 3 Phase AC motor generator specialist

In the Car Quest program the program ‘Virtual Vehicle’ helps the customer understand systems but also helps to enable the Service Advisor learn systems to sell services.
You don’t need to be a tech to sell service but need to understand the system.

The service advisor needs to know the capabilities of each tech.
A learning culture needs to be in place at every shop.
Your processes must include Service Ready Resources and training, so you can deliver and meet your customers’ expectations.
Must set the standard of performance for your people.
Don’t rely on a silver bullet data based to repair vehicles
Don’t rely on a resource of public opinion to guide them in their diagnostics.
They should rely on resources with the experience and education through foundation skills with ongoing training.
A program such as Car Quest’s Virtual Vehicle can support your Service Ready strategy.
More shops and technicians need to take it to the next level of commitment.

Any professional shop needs to aspire to be Service Ready.
The industry needs a model for technician development to demonstrate core competencies.
Don’t make Just In Time Learning as just an excuse not to go to training because you can get it at your fingertips because you need the details and the knowledge and expertise to know when to apply them.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com
53 min
May 16, 2018THA 067: Your Ideal Customer Part 2 – Training Your Team To Embrace Your Avatar

Your Learning Curve Never Sounded So Good!
Helping automotive aftermarket professionals improve; one lesson at a time.
Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket
PART 2
The Academy Panel:
Ron Inchausti always had entrepreneurial ideas since childhood but lacked goal setting to implement these ideas. He started his automotive career like most, working for someone else. He never considered, or saw the need, to start his own company. This young, eager mechanic had a special passion fueled by providing quality service with a thoughtful approach to the customers’ needs. Ron recognized that the customer was inconvenienced by a car problem, but he knew he could do more than just fix the car.
He worked his way through several independent shops realizing that in order to fulfill his needs, he would need to work for a dealership. Isn’t this the pinnacle of quality service and customer satisfaction? It took less than 2 years for Ron to realize that the dealership did not share his visions of what the automotive service industry should represent.
In 2005 Ron was approached with the opportunity to take over a failing business. The reasons for failure were clear to Ron, and he knew he could build the service experience customers did not know existed. Ron didn’t see the need for a formal business plan or investors. He started Coast Motor Werk with excess passion for a simple goal. This goal would later ignite him as a serial entrepreneur.
He set his goals on providing the highest level of service to a very niche market. He opened his first shop in 2005 along the coast of Southern California. The odds were against him as he immediately narrowed his geographical footprint, as half of his customers could not reside in the Pacific Ocean. To narrow his customer base even more, he chose to work solely on BMW and MINI’s. Taking it a step further, Ron created what he refers to as his “cardboard cutout”. This “cardboard cutout” philosophy of his revolved around his belief that he did not want to get in to the business of fixing cars, but rather into the business of fixing customers. By narrowing his customer base, he could focus his excellent service on excellent customers. Ron shares, “Anyone can fix cars. That’s why I focus my business on fixing customers’ problems. Auto repair can be inconvenient, but the repair process shouldn’t be.”
It is clear that Ron’s success is due to realizing who your ideal customer is and what their needs are. By modeling his business around this philosophy Coast Motor Werk has met, and exceeded, it’s original goal. To maintain growth, Ron is constantly setting new goals as each milestone is reached. He feels without a well-defined goal to reach, he has nothing to work towards. After his first shop had proven the potential of his business model, a new goal would be set. As he has nearly accomplished this second goal of expanding his brand to 5 locations (currently sitting at 4), Ron is already working on what his next goal will be. Listen to Ron Inchausti’s previous episodes HERE.

Brian Weeks is a third generation shop owner that teamed up with his brother Chris in 1999 and bought the family transmission business that was owned by his father and two uncles. Brian and Chris transformed the business into a full-service automotive business with two locations.
Growing up in the family business allowed him to gain valuable experience at a very young age. At the age of 12, he worked on his first customer’s car for his dad. This experience led to building manual transmissions by the age of 14.
Racing has always been his true passion and was the reason for seeking an engineering degree. Brian graduated in 1996 from Southern Polytechnic State University with a Bachelor’s degree in Mechanical Engineering and Technology. He says that the degree continues to pay dividends as vehicle technology advances at a rapid pace.
Brian and Chris implemented a re-man transmission program in 2004 that allowed them to back away from the bench; building transmissions. This allowed them to concentrate on business growth.
A big move for the business was to re-brand in 2010 from Augusta Transmission Clinic to atc AutoCenter. This allowed Brian and Chris to expand the business to more than just transmissions. Now as a full-service repair center they opened their second location in September 2015.
They spent two years on the Jasper Advisory Council in 2012-2013 and was awarded Jasper Engines Top 100 independent shops the past three years. atc AutoCenter was also honored with the Elite Worldwide Ethics award in 2016. Listen to Brian Week’s previous episodes HERE.

Patrick McHugh always tinkered with ‘stuff.’ His dad bought an ’85 BMW when he was 14 when he noticed Patrick was running out of things to tinker with. A friend, Eric, had a lift and was a BMW person who helped Patrick and his dad learn everything about the car.
At 15 years old, Patrick started working in an airport, washing planes, and mowing grass to earn credits to learn to be a pilot. He soloed at 16 years old. The day before college he got his pilot’s license.
Patrick attended Purdue University where he studied aeronautical technology. He kept flying, earned his instrument license, and became an instructor. He discovered a passion for teaching.
As fate would have it after graduation, Patrick became a pilot for Trans State Airlines, a regional carrier for United. He was based in Richmond, Virginia. With normal pilot downtime, he continued to tinker with BMW’s.
He discovered that being a pilot was not for him, so he went into avionics and shade tree work at home. Cars were lining up in the driveway, so he had to decide to stop or go into business. So in 2011, he dove in head first and started Bimmer Rescue!
Patrick has a real passion for the industry; not just for the day to day, but for the future as well. He teaches STEM classes for teenagers to show them career opportunities in the auto industry, hosts Women’s Car Care Clinics, and even has regular Art Shows in his shop’s gallery to support local artists. Patrick enjoys trying to change auto repair for the better and loves the great opportunities this industry offers! Listen to Patrick McHugh’s previous episodes HERE.
Talking Points:
See Part #1. Academy episode # 56 HERE.
Your team is a customer service workforce that just happens to fix cars.
The Avatar concept can be tough understand and be accepted. It will take time to get this concept across to your team. Do not wavier.
Your team can be a large part of creating your ideal customer. They like working on certain types of customers cars. Their insights can be a big part of your Avatar design.
Brian Weeks did a rebranding of his business and made their Avatar the centerpiece of their new strategy and created a Customer Trust-Building Journey. (See below outline)
Think about the customer, not the car. Too many think about the car and not the customer.
Listen to the customer. Ask the right questions to determine an Avatar match.
The intrinsic trust in a mechanic has been lost over the years. We are not teaching trust to the customer anymore.
Customer asks questions about price and we clam up. But the customer is not asking questions about price. Top service advisors are diverting these questions and move to trust.
A great question to ask a customer: ‘What is really happening here.’
Every team member must fit into your culture. You must have core values that they all can align with including knowing your ideal customer, your avatar. Your customer can sense your culture like they can the wind.
Tell people that you are different. Tell them how awesome you are and the special things you do for them.
You may need to emulate your Avatar in order to really discover more about them.
Live your own life with value and not always about price. Walk the walk and talk the talk. This can show you how your Avatar will buy.
Friendships are built over time and it takes trust to get there.
Avatars can be great advocates of the company and will do your own advertising.
Don’t get discouraged on the engagement with your team. It takes time. You can measure the success via specific KPIs.
The little things matter to your Avatar. Even if the repair was extensive they accept the seat to be in the same position, the radio not changed, the clock set right and no smudges. Put yourself in your customer’s shoes because their life was interrupted because of car maintenance or repair.
Your only as good as the last time the customer walks in the door.
The customer may not appreciate the depth of the repair and you need to explain to the customer exactly what was done to keep their car in safe running condition.
You may have the right avatar with the wrong car or wrong timeline. The car may be at the end of their lifecycle. Advise the customer to start over and purchase another 3-year-old car and keep them coming to your shop. Reasons to move forward with a newer vehicle is safety. Side curtains and other safety features in a newer car.
Get your team to help you create your Avatar instead of pushing it down to them. Pull it up instead of pushing it down.
The Avatar or cardboard cut out works. When you know your customer and your customer knows you, your business will strive. The challenge is it to get your team to embrace and buy in. You’ll need to train your team to total commitment to your defined ideal customer.

Seven Step Customer Trust Building Journey. (Courtesy of Brian Weeks)
Pre-Purchase
Step 1 – Connect. Online presence (Social Media/website), involvement in the community, reputation management, testimonials, meet the team
Doing
Thinking
Feeling

Step 2 – Call. How easy is it to contact us, phone call process (phone script that everyone knows), on hold messaging, FAQ online
Doing
Thinking
Feeling

Purchase
Step 3 – Arrive. How appealing is our physical presence (building/parking/accessibility), Google maps,
Doing
Thinking
Feeling

Step 4 – Waiting. Refreshments, comfort, transparency (glass doors and walls)
Doing
Thinking
Feeling

Step 5 – Deliver. Vehicle delivery process
Doing
Thinking
Feeling

Post purchase
Step 6 – Follow-up. Next appointment, follow up phone call, Thank You card
Doing
Thinking
Feeling

Step 7 – Follow-through. Referral Program, Special Events, CRM email
Doing
Thinking
Feeling

We hire people based on their ability to fit into our culture…cater to our Avatar

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com
54 min
May 09, 2018THA 066: Periodic Motor Vehicle Inspections
Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.
Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket professionals.
This is the only weekly forum for aftermarket professionals bringing fresh and innovative discussion to inspire and grow individuals and companies.
The Panel:
Robert L. Redding Jr., ASA Legislative representative –Bob has represented the Automotive Service Association, from their Capitol Hill office, since 1993. He has received presidential appointments to several Federal Advisory Committees at the United States EPA, DOJ, Department of Labor and the U.S. Department of Transportation. www. Previous episodes with Bob Redding HERE.
Joe Battista, Joseph (Joe) Battista is currently Vice President of Sales and Business Development for Parsons Corporation, a leading provider of program management services in periodic safety and emissions vehicle inspection programs to government jurisdictions throughout North America.
Shop owner Sybren van der Pol
Sybren is an A.S.E. Master L1 Technician and owns Adolf Hoepfl & Son Garage, a 10-bay shop that employs 14 people. He serves on the local ASA Houston chapter Board of Directors.

Talking Points:
The State of Periodic State Safety Inspections. Only 14 states have them running.
In 1975 there were 31 states doing PMVI (Periodic Motor Vehicle Inspections) because of a mandate from the Federal Government for funds.
They’ve been in attack and we now have only 14 states doing some form of inspection.
Many states who got out of PMVI looked at it as a tax break and that inspections were not doing anything for their citizen.
The aftermarket has done a poor job of educating the consumer on the value of safety inspection.
When state PMVI requirements go away your business will be affected.
A four-legged stool. Business/Industry, Government, Politics, Clients.
There has been more defense instead of office to fight the state on elimination of these programs. We need more offense.
Writing letters to your congressman and involving your customer to write to their congressman.
We need help from National Highway Safety Transportation Administration (NHSTA)
A discussion with NHSTA to include the aftermarket in recalls and education to the consumer.
Model year exemptions should not be considered because there are about 8 – 9 % of newer vehicles that Parsons see’s that have safety issues.
Many programs have gone away because they are not defensible because the data is not there, yet NHTSA has the data.
Data should drive the debate, but we do not have good data.
The best way to improve and increase PMVI programs is when everyone is singing off the same sheet of music; Industry, Government, Customer.
Without mandatory program safety inspections from the state, necessary safety repairs will not get done.

www. TakingTheHill.com
ASA – Automotive Service Association Website HERE.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com
48 min
May 02, 2018THA 065: Your SMS Data – Who Controls It?
Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.
Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.
This is the only weekly forum for aftermarket professionals bringing fresh and innovative discussion to inspire and grow individuals and companies.
The Panel:
Karim Morsli owner of Winkler Automomotive in Gaithersburg, MD, is an engineer by trade who has worked in the oil fields and information technology industry. Karim is passionate about the new direction the automotive industry is taking, and in particular, the critical role independent service centers will need to evolve into to ensure all present and future car owners will have the choice of where to have their vehicle serviced besides the dealership.
Karim is an innovator who works on multiple levels within the industry (education and legislative) to ensure his service center and others like his are ready for the challenges ahead. Always one to practice an open door approach, he is always willing to teach and share his knowledge and is also an avid learner. Listen to Karim’s previous episodes HERE.
Greg Buckley is the CEO the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.
Chris Cloutier Is co-owner of Golden Rule Auto Care in Dallas Texas. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective way. Chris has his ASE C1: Automobile Service Consultant Certification Test (C1). He brings the business side to the business and his brother Pat brings the Braun. Chris is also a musician. Hear Chris’s previous episodes HERE.
Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. Bill collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system.Bill has been a big contributor to the podcast and he currently serves on several industry and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE.
Talking Points:
Data is king.
Free is not free. Think about every ‘free’ app or program you use. Your information and data, based on the User License Agreement you signed is being used by the app or vendor provider.
Is the 3rd party you are sharing with selling your data? You must ask?
It is ok to share your data, you just need to know who you are sharing it with, what they are doing with it and if it will ever be sold.
If and when you share your customer database with vendors; what do you want them to do with it and how should you expect them to treat it thereafter?
How carefully are we, in how we treat our customer’s valuable information?
Are you willing to share your business intelligence? What will be the end results of sharing the data? How comfortable are you in sharing your data?
How to look at data:
Necessary for intelligence
Needed for communication
Must be respected by all that have access to it.

The issues moving forward will be how we navigate through all of this. The shop will be under pressure to accommodate manufactures and owners with service data to help maintain the vehicle’s safe status while on the road.
How do we ethically share our Business Intelligence for the benefit of all including ourselves?
Will too many shop owners will sign a contract with vendors granting them access to their entire database without even reading the EULA. (End User License Agreement) When you sign a third-party EULA you must understand what you are signing. You wouldn’t buy a home without a lawyer reading the contract.
Shop owners are generous and helpful people and don’t necessarily think their data may be worth that much. They also seem to not know that they should be protecting their customer’s information, as their customers would expect that.
Not understanding the ramifications of loosely giving access to customer data puts our businesses at risk by possibly helping the competition shut us down.
Facebook made it clear that you are their product.
We must learn how to extract the best value out of our data.
You must have your eyes wide open in the approach to your data. We must raise the level of awareness to what is happening with your data.
We are living in a world of open systems where platforms are talking to each other. However you need to know what you are sharing and what is it being used for and where is is being stored?
You must be able to see the value you get if you share your data points.
Data must be differentiated. Is it customer data, financial, business intelligence, parts, VIN, etc.
Do we need to get a EULA from our customer?

A recent article in Motor Age (April 2018) titled, ” CONCERNS RAISED ABOUT THIRD-PARTY VENDORS SHARING SHOP DATA ON CUSTOMERS”, on this subject HERE.
Document created by ASA. “Data Security Policy Agreement/Addendum” HERE.
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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com
1 hr 6 min

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Single-subject Town Hall Format from a panel of aftermarket professionals sharing their knowledge and best practices. The ‘Academy’ is a learning summit for the automotive aftermarket professional.

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