Town Hall Academy - Archive

By Carm Capriotto, AAPBusiness

Town Hall Academy - Archive episodes

February 14, 2018THA 054: Stay Up on Social Media – Facebook Changes and your Marketing Efforts 2018

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.
Watch like a DOCUMENTARY … Learn like a SEMINAR.
The Academy Panel:
Carrie-Lynn Rodenberg, is owner of Turnkey Marketing that exists to help shops effectively communicate to your community, customers, and potential customers the good work you do. Your repair shop can be known as the trusted, “go-to” shop in your area. Their work provides cutting edge marketing that actually works and increases car count. Hear Carrie-Lynn’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.
Brian Walker is the founder and CEO of 5 Stones, a marketing agency in Hammond, Louisiana. Before entering his career in marketing, Brian was a 17 year veteran of the automotive industry and owned Peak Automotive, a Euro shop in Apex, NC. Peak Automotive was one of Motor Age Magazine’s “Top Ten Shops” two years back to back. Brian served as the Mechanical Division Director for the Automotive Service Association of North Carolina. Whereas he is no longer involved in the automotive industry, Brian still has a passion for the independent aftermarket and is an ambassador for blue-collar trades as a respected profession. Hear Brian’s previous episodes HERE.
Talking points:
You are your brand, your brand is you.
Facebook’s changes are meant to bring them (Facebook) back to their roots. Community.
Facebook has done this in the past, but indications that these changes are going to stick more than they have before are strong.
Only about 3% of your followers may see your posts.
You may have to pony up money to get seen on Facebook.
Posting styles from the past may not work today. Think 2018.
People are spending less time on Facebook usage. Like 50,000,000 fewer hours, but that is only 5% of the overall time people spend on Facebook.
Mind-numbing scrolling has decreased quality of life.

Facebook says we will be happier with their new algorithm.
Messenger could be a great tool on how you craft its usage.
Be organic. Put yourself in front of your brand. Use video’s
Odd or unusual content will carry you further.

You may have to go with YouTube and Instagram and Twitter.
Facebook LIVE is going to matter bigger than ever if you want to be seen.
People who are influencers will stay in front on Facebook.
If you have a growing tribe you’ll do OK.

You need to generate natural engagement.
Likes. Comments.
Comments will be heavily gauged. Longer comments will get more play.
Get your tribe to comment on your posts.
Ask them open-ended questions for a real discussion.

Your marketing is to bring people into your sales funnel.
Get your prospect to spend some time on your own website. (you own your site vs. facebook)
You must work to bring your prospect and tribe members into your world and the outlets that you own. (you web properties)
Your website is your online hub and the face of your business.
Be sure your website is fresh and current not only in content but looks.
If it looks old maybe you don’t own the latest scan tools to repair today’s vehicles.

Capture leads from the traffic that comes to your site. This is a huge opportunity for our industry. Build an email list.

There may be a bigger play to capturing your email list if there is value received. You own your email list. It is an asset vs. Google Ads or Facebook Ads.
Offer a downloadable checklist to collect an email such as a checklist when buying a new car.
Offer a coupon.
Email helps on your retention marketing.
95% of leads need to be touched 7 times before they will convert.
97% of people that visit your page are not ready to buy.
You must give prospects and customers value and love to build the trust relationship.

When you post you should consider posting on your business page and your personal feed.
You will have influence in either venue (business or personal page)
People recommend people to you. You are your business.
When you connect on Facebook connect to places like your web property that you own.

Give away everything you possibly can.
A video on the repair you are working on. No DIY angle just education and information
Never show the sequence of repair. That will limit the DIY effect.
Video’s 1-3 minutes.
Do not show how to do the repair. (liability issues)
Reasons repair costs so much.
Symptoms and results.

For Greg Buckley, he gets more leads from his YouTube page.
Video is king. Run and gun. Raw authentic production quality.
Don’t get stuck behind the curse of knowledge.

If 60% of your customer base is women; speak to them.
Why wiper blade change or cleaning is important.
What do your customers care about?

Document don’t create.
Create the rear wiper blade story.

Don’t underestimate the value of putting your customers on video.
It is our job to create raving fans of our clients.

Buckley: ‘We need to look at Facebook as a complete ecosystem.’
Greg feels that the changes are good. Learn how to navigate the new Facebook and take advantage with their current disciplines.

Let reality be your friend.
Make changes. Re-iterate. Make a pivot if strategies aren’t working.
Nurture the leads you have. Give them real value. Build trust.

Get out your wallet. Pay Facebook.
It will take time to build an engaged tribe.
You can do some amazing things with Facebook ads.
Facebook ads will help you learn how to target your audience and ads that speak to them.

Book: Building a Story Brand, Donald Miller
Make your client the hero of the story.

Take the time to learn Facebook. Understand how to extract the value from Facebook.

Link to Facebook Announcement.

Be socially involved and in touch with the show:
Facebook Twitter Linked In Email Events Speaking
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
February 07, 2018THA 053: Improve Communication Between the Service Advisor & Technician
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.
Watch like a DOCUMENTARY … Learn like a SEMINAR.
The Academy Panel:
Jude Larson is the president, owner and lead consultant for JML Real Solutions. 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 a record-setting career in retail management. Jude uses his rich experience and business success as he consults, trains and coaches results-focused solutions with clients. Jude is also a shop owner, Valley Repair in Tenino, WA. Listen to Jude’s Episodes HERE.
Darrin Barney, his wife and his younger brother, Chad, started the business 16 years ago with a background in fixing cars at home. Growing up, the rule in the Barney household was that when the boys earned their Eagle Scout rank, their parents would buy them a Jeep. “They were early Jeep CJs,” Barney says. “And anyone who had an early CJ will tell you that if you drive it, you have to fix it. Darrin’s parents’ home in high school was known as the place where you could learn how to fix it.” “The first couple of years were brutal,” Barney recalls. “We barely made ends meet, and the lessons were hard. But we made it, and it helped us to fine-tune our customer skills and work habits.” “Thankfully,” Barney says, “we have customers who like the experience of dealing with us and like to support a local business. A customer can sense if you like them, or if you see them only as money. That’s why if you make a mistake, own up to it and do what it takes to make it right.”Education and training also play a major role in the Barney Brothers’ business. Barney recently earned an Accredited Master Automotive Management Institute (AMi) and serves as a board member of ASA-Colorado’s education committee, which recently held its first training event in Grand Junction. Listen to Darrin’s Episodes HERE.
Donnie Carter is the Service Manager at Little Wolf Automotive in Waupaca, WI and has been in the automotive service business for 33 years. Donnie has had extensive training in customer service and service management. His extensive training consists of ATI, Automotive Profit Pros, and RLO Training. Donnie has been apart of a strong service team that was recognized by ATI. He is proud of his many years of quality customer service for thousands of Northeast Wisconsin customers. Donnie’s Episodes HERE.
Carm mentioned shop owner who has a sound page on his website. Rick Bilger’s Podcast Episode # 044 HERE. The page on Rick Bilger’s website with the sounds is HERE.
Talking points:
Make your Repair Orders a masterpiece. Don’t be lazy by writing the words ‘Advise’. The word ‘Advise’ helps no one.
Everyone is there to serve the customer. Service Advisor and the tech are there to serve each other. There is an accountability to each other.
It is up to the service advisor to bring the ‘novel’ to the technician. Listen hard to the customer and write down the details of their issue or concern.
Technicians results are dependent on getting a good path to follow. Give them a great opportunity to succeed with clear in-depth information.

Morning meeting with entire team improves communication.
Let the technicians see the game plan of the day.

Digital inspections will help improve communication because the disciplines are strong and thorough.
Listening is a key component of communication.
Pay attention to the other person’s eye color. That eye contact is a key to listening.
Pause before you answer, at least 3 seconds.
Don’t listen to answer, listen to learn.

Good communications can prevent comebacks.
Many problems are found in lack of communications.

Good quality controls are about accountability and good communications. Everyone onboard to deliver a quality product.
Good communication includes all levels of the organization.
Don’t place blame unless you are certain blame is due.
How do you get your techs and advisors to work with each other?
Book: The Five Dysfunctions of a Team. Patrick Lencioni.
5 Behavior Pyramid. Starts with:
Trust.
Conflict.
Commitment.
Accountability.
Results (top)

Whoever you are talking to right now is the most important person to you.
Active listening pointers from Barry Barrett:
Effective Pauses.
Minimal encouragers.
Mirroring.
Paraphrasing.
Summarizing.
Labeling.

Good communication can help you manage your bays.
Everything on planet earth works because of relationships.
If things are working for you then thank the quality of your relationships.

Focusing on the numbers will not get you there. Focus on your people and relationships and the numbers will be there.
General interest and the goals of your technicians is critical. Find the time to build your relationships.
You need to know likes and dislikes and opinions of your technicians. What makes them tick?

Sometimes, and those days do happen, it is like herding cats.
You’ve got to know the personalities and communication styles of your techs.
In the shop, you can mix the flow and bay assignments of your shop based on their personalities.
You may have to train your team on how to relate to each other based on their given communication style. (their behavior)

For a great Academy on understanding observable behavior go HERE.
The service writer must be very descriptive when getting information from the customer. Time is wasted if you don’t’ write down all the information you heard. It is critical to get every bit of information.
Write the Novel. (As said above; turn in a masterpiece R/O)

Play the silent game.
For one day. All you have to do is communicate with each other with NO verbal communication.
Example no texting, it is all in the RO.

You’ll learn quickly how important your notes and ‘novel’ is.

Some people will work just hard enough not to get fired. Bosses will pay you just enough, so you don’t quit. Minimum standards at each end.

Be socially involved and in touch with the show:
Facebook Twitter Linked In Email Events Speaking
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
January 31, 2018THA 052: Lessons I Learned When I Sold My Shop

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.
Watch like a DOCUMENTARY … Learn like a SEMINAR.
The Academy Panel:
Margie van Lierop sold the business Beach Cities Garage in Laguna Hills, CA in mid-September 2017. She is now a Business Consultant and Free-Lance Writer, Business Consultant for Bogi Lateiner, a ghostwriter for several automotive related websites and will vacation throughout Europe – May, June, and July. Margie’s previous episode HERE.
Scott ‘Gonzo’ Weaver sold his business Superior Auto Electric in Tulsa, OK, in 2017. He had the shop for sale for a while, but a medical condition accelerated his move as he had to mothball the shop while he recovered. Scott continues to write for magazines and automotive publications. He is remodeling his home and teaching student the automotive trade. Listen to Gonzo’s previous episodes HERE.
Dave Winters formerly of Swedish Automotive in Seatle, WA, sold his shop in 2017. He and his wife recently purchased a new home and moved 50 miles from their previous house to the Olympus peninsula in Washington. He has plans to travel in a motorhome and walk the dog whenever he wants.

Talking Points:
You must have a clean and transparent Profit and Loss statement.
It may take a few years to clean the P & L and you may have tax consequences.

Use your accountant and lawyer to support your move to sell your business.
Account can help evaluate the business
Lawyer will look at every detail of all contracts.
Example if you lease and the landlord is willing to take on the new business owner, be sure your name gets off the lease transfer.

A business broker can be used but don’t hesitate to do some marketing yourself.
You will pay a broker a fee.

Confidentiality is one of the most important elements of any transaction
People like to talk. Mum is the word. Do not share with anyone.
Your risk is team morale, loss of key people.
Non-Disclosure Agreements for the buyer so they do not leak the potential transaction and your information stays confidential.
If leaked you’ll have to have an emergency meeting with your team to explain your decision and if the deal is not signed, you risk a lot.
Confidentiality allows you to find a good transfer of ownership and speak to your team in the proper way. New owner gets a chance to embrace your team on day one.

Owning your property and holding the lease is an income stream and figures in on the entire transactions value to seller. Become a landlord.
Professionals need to help you come up with a sale price.
You may use a multiple of your profit or (EBITDA- Earnings before Interest, Taxes, Depreciation, and Amortization). Which is why having a clean and transparent P & L is so critical.
An option. Value the business with and without specific assets (equipment & tools). The price may be more attractive if split out this way.

The current replacement value of your tools has no connection to what you can sell them for.
Keep in mind that your tools do not have the value to a new buyer as much as they do to you in running a going business. You made money with your tools over the years and they are not worth retail. They are on your books at a depreciated value.

If your business is dependent on you, the business may be worth less to a potential new owner. Read the E-Myth from Michael Gerber.
Careful with terms. Do you want the shop back after one or two years? Work your deal so you can get your cash. Find a buyer with money or good credit to get loans. SBA loans are a great option for the buyer.
Find an internal candidate who can earn a percent of the business over time and qualify for SBA money.

As you make decisions on your business always consider what ramifications they will have on the eventual sale of the business.
Life after selling:
Hobbies
Travel
Stay busy, but don’t worry about the business you sold.
You’ll have a non-compete clause so be retired.

Prepare for your tax liability from Uncle Sam on the capital gains on your business. Do not spend all your money.
Boomers need to start thinking about an exit strategy. It may take a few years to get the package together. Many options to consider.

Episodes on Succession Planning HERE.
Town Hall Academy on Succession Planning HERE.
Town Hall Academy on Preparing Your Business For Sale HERE.
Be socially involved and in touch with the show:
Facebook Twitter Linked In Email Events Speaking

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
January 24, 2018THA 051: First Moves When Opening a New Shop

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.
Watch like a DOCUMENTARY … Learn like a SEMINAR.
The Academy Panel:
Pete Rudloff is a national automotive instructor/advisor, nationally published technical writer and owner of Pete’s Garage Inc. in Newark, DE. Pete has a passion for training and created the Delaware training Group to bring technicians together in an environment that fosters learning. Pete’s Garage has a reputation as a friend to the general auto repair shops with local shops calling themselves customers. Pete’s Garage is known for fixing difficult to fix cars and has grown more into a diagnostic destination than a maintenance shop. Pete’s previous episodes HERE.
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. She moderates an online Facebook group called “Auto Shop Owners Group”. Bambi’s previous episodes HERE.
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. 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. Tom’s previous episodes 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.

Talking Points:
You need to know your why. (Must read. Start with Why. Simon Sinek) (SP)
Are you unemployable?
Do you have a written plan, written goals, and a vision that explains why you are doing this?
The best mechanic in town does not necessarily make a great business owner.

A great way to start is to buy an existing shop.
To run a successful business, it is like having a second family. (Rick White)
Rick White: To be successful you need to be hungry, have the energy and be resourceful.
What does success look like to you? It is individual. Many do not know what success means to them. Which is why defining what success looks like to you is important.
Location, Location, Location is important. Very important.
Tom Ham: You are better off on in a two-bay location in the center of town than a five-bay location at the outskirts of the town.
Demographics are also very important. What is the income of your marketplace?
Find a document on the AMN to help you score a location. Download it here.

Financial: (much of this is tough for new business people to know and understand)
Rule #1. You never have enough money. Invest carefully where there is always an ROI (Return On Investment)
Make money. Need to make money to sustain.
If you wait for marketing and work to come in you’ll need money in the bank to sustain startup months of zero or negative profits.
You need a spending plan. (Just like a budget)
You can adjust but need to have a plan and your odds of being successful go way up.
List your intake, list your outflow. Subtract them. There is your profit.

You need a debt retirement plan to be sure you have a plan to pay off the money you owe. Debt kills.
Profit and Loss statement. (P & L)
You need to know what is coming in and what is gowning out.

Cash Flow is as important as a P & L.
This shows where your money is tied up and how it flows into and out of the busienss.

Mentor(s)
You need a mentor. You may need even two.
Many in the industry are willing to help.
Understand what a mentor does.
It will help you see what is around the next corner.
You need to take their experiences and blend them into your vision and talents.
Be careful on your choice.
No everyone who wants to help will bring you what you want.
They must have the right mindset, positive thinking and they have what you need so you can model what they are doing so you can get there quickly.
If your Why’s align that is a good sign you may have found the right mentor.

A good mentor shares their experience and helps you relate to your relationship and you decide.
You’ve got to be able to have fun at work.
You must create the right attitude and business culture to sustain a great place to work. Be excited.

Business coaches and consultants can help in a very big way.
A peer group, in person, and on social media can help.
The in-person peer group brings eye-to-eye value.

Don’t be afraid to ask for help or say you don’t know something.
Independent shop owners are not each other’s competition. It is out there but not independents.
The competition is the customer.
How good we depend on how we hold a relationship and can solve their problems.

Finding customers is not a shotgun approach. Spraying for customers will not help you focus.
You’ll need to have a marketing budget. You could spend 3 – 5 % of sales but not immediately. But retaining and growing customers is a hard cost.
Rick White takes 8 -10% of sales and subtracts rent as a shops advertising budget.
Join community groups. Get involved in your community as the expert is vehicle safety. You are in the transportation business.
Car groups.
Rotary type groups.
People need to get to know you.
Speak about car care at schools or the chamber.

If you bought an existing shop you’ll need to promote to the existing customers. Be prepared that you may lose some based on the change of ownership but some may be the wrong type of client.
Work hard on getting referrals from your customers.
Rich White: The business owner has four primary responsibilities to his business
Create and protect your brand. How does it feel to do business with you? Consistent.
Generate awareness of your business. People need to know about you.
Grow your staff. It is core to your success.
Set the pace of the business. The CEO responsibilities.

Continuing education is an important discipline to running your business
Technical training.
Service training.
CEO training.
Know your key numbers. Stay in the range of industry averages.
You cannot rely on your current education level or training level. You must be a perpetual student.
Learn from your mistakes. Try not to repeat them.
Never model your business after the boss you previously had unless they are a superstar operator and leader.
You can never undercut the competition as a strategy to start or grow your business.
Know your daily breakeven number. Break even is where profits are equal to cost.
Take all your monthly expenses plus a cushion and divide by your gross profit. That number is your break even for the month. Take that number and divide it by the number of days you are open. You can even divide it by the hours you are open to realize the sales you need to do, just to break even.

You will hit the wall.
It happens to everyone.
Expect it. It will happen. You must be prepared for the wall so it doesn’t break you.
The Last Lecture: Randy Pausch 18,905,787 views. https://youtu.be/ji5_MqicxSo

You must network. It is not about the meeting but the people you meet during the breaks.
The management software is the hub of your business where all other spokes are connected to.
AMN is in the middle of an SMS (Shop Management System)

Rick White: 3 D Planning:
Plan for the dest.ination.
Plan for detours
Plan for disasters.

Be socially involved and in touch with the show:
Facebook Twitter Linked In Email Events Speaking

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
January 17, 2018THA 050: Finding The Right Business Coach

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.
Watch like a DOCUMENTARY … Learn like a SEMINAR.
The Academy Panel:
Rob “Dutch” Silverstein started A&M Auto Service, in Pineville, NC, over 19 years ago. He started working part-time out of a rented single bay in the back of a body shop. At that time, he was also a Captain for a major airline.Because aviation is a cyclical business: when things are good, the airline grows, more pilots are hired and your career advances so that you may move up in seniority and achieve advancement in rank and pay. When things go badly, the reverse is true: loss of rank, seniority, and pay. Then insecurity abounds; after all your job might be the next to be eliminated.He had a backup plan.Someone once told Dutch that to succeed in business, it was necessary to do something that you love to do; something that gave you a great deal of satisfaction, something that you did really well. For him, that left just two things; flying and working with his hands repairing cars. Ever since he was a boy, the Good Lord gave Dutch the ability of understanding and repairing things mechanical.As his business continued to grow, Dutch soon recognized the public’s need for an honest, integrity driven, low sales pressure repair facility. A shop that is motivated to educate each customer and address his/her automotive needs individually. One that is focused on doing the RIGHT thing, not some distant Corporate or Franchise Business Model idea of the right thing, but THE right thing for each customer. Listen to Dutch’s episodes HERE.
Doug Whiteman, owner of George’s Sierra Shell a successful 45 year old business in Fontana, CA, is Motor Age’s TOP SHOP in 2014. Not only is he a strong operator and shares solid insight into his remarkable success, Doug and team are very involved in many philanthropic efforts in his community.A pinnacle to most awards is being chosen Motor Age’s TOP SHOP in 2014, that’s TOP SHOP. Also recognized top 12 shop and the humanitarian award from ATI, the Kukui Humanitarian of the year recipient, Honored by the Fontana Chamber of Commerce for receiving the Small Business of the Year award, Recognized by the Susan Komen organizaton during the Breast Cancer awareness month, named ASE technician of the year 2008. Listen to Doug’s Episodes HERE.
Darrin Barney, his wife and his younger brother, Chad, started the business 16 years ago with a background in fixing cars at home. Growing up, the rule in the Barney household was that when the boys earned their Eagle Scout rank, their parents would buy them a Jeep. “They were early Jeep CJs,” Barney says. “And anyone who had an early CJ will tell you that if you drive it, you have to fix it. Darrin’s parents’ home in high school was known as the place where you could learn how to fix it.” “The first couple of years were brutal,” Barney recalls. “We barely made ends meet, and the lessons were hard. But we made it, and it helped us to fine-tune our customer skills and work habits.”“Thankfully,” Barney says, “we have customers who like the experience of dealing with us and like to support a local business. A customer can sense if you like them, or if you see them only as money. That’s why if you make a mistake, own up to it and do what it takes to make it right.”Education and training also play a major role in the Barney Brothers’ business. Barney recently earned an Accredited Master Automotive Management Institute (AMi) and serves as a board member on ASA-Colorado’s education committee, which recently held its first training event in Grand Junction. Listen to Darrin’s Episodes HERE.

Talking Points:
Doug Whiteman: There are different stages of coaching.
First– Your coach will Identify problems with t.p. productivity, training, marketing, pricing labor and parts, and you help fix it.
Second– Your coach will teach you how to identify your problems and show you ways to fix it yourselves. This stage is helping us as business owners become reliant on our own selves and know how to solve problems as they arise.
Third– This is where your coach will hold you accountable through a portal or weekly phone calls.

You don’t know what you don’t know.
Been there and done that experience help show you what is around the next corner.
You have gaps in your knowledge and need to find someone who can help fill that gap.
People in our industry don’t ask for help. They do not want to show any weaknesses. Pride factor; get over it.
It is OK to ask for help and you are not weak when you ask for help. You are smart to ask.
Tell me straight up what I’m doing wrong.

A trait to look for in a coach.
He believes in me.
You must have a relationship so be sure when you go toe to toe be sure there is honesty in the relationship
Does he have a desire to see you succeed?
Start working with your coach with a goal in mind.
Bring your ideas to the table with your coach.

You want to look up to your coach.
You may have to let go and learn to trust. (let your guard down)

You may have to accept the fact that you are going to have to learn to run your business differently
Don’t dismiss this. Don’t be hard headed. You’ll be wasting your money
Be willing to fail. If not, do not hire a coach.
Be open to ideas.

Look at your outside world to see if you cannot concentrate or commit time to work with your coach. Timing may not be right to get your mental focus right.
Ill family member.
Divorce.
Aging parents concern.

If you cannot do certain tasks (meet deadlines) for your coach, find someone to delegate to.
Some ideas that your coach may suggest to you may sound or be alien to you.
There is usually a strong reason to do them.

You’ll know you have the right coach or coaching company when your integrity aligns.
There is no one thing, or silver bullet, that will fix your business. You will find an accumulation of many different things that will start your improvement plan.
Your coach/consultant will change you and hold you accountable. Be sure of it.
Don’t waste that discipline.
Being lazy is easy. Don’t make excuses.
Accountability makes things happen.
Don’t confuse being busy with being productive.
Use accountability to get to the next level.

If you have the right coach, you’ll start to see improvements right away.
Use your coach to hone the new skills you need help with.
Automotive Management Network has published a list of industry coaches,
Research their website.
Ask your peers.
Write down questions you must ask and information you need.
Find downloads to help guide your search.
Attend a coach ‘boot camp’ or seminar to get to know them.

Your current circumstances will not improve without a strong effort to change.
Hiring a coach is a perfect next step.

Invest in the hours working on your business not in it.
Be careful on investing in a coach and what you sign as a long-term agreement.

Business Coach Themed Podcasts HERE.
Business Coach Podcasts Here.
Be socially involved and in touch with the show:
Facebook Twitter Linked In Email Events Speaking

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
51 min
January 10, 2018THA 049: How to Sell Diagnostics

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.
Watch like a DOCUMENTARY … Learn like a SEMINAR.
The Academy Panel:
Chris Chesney was consulted early on at the beginning of CARQUEST Technical Institute (CTI) and ultimately sold his business and moved to Raleigh NC to lead CTI. He still gets up every morning with the same passion he’s had since that day in Natoma, KS because he says, this industry is made up of some of the finest people on this planet. They work so hard every day to service their customers and communities. Many are very successful, but many are not.Our industry is rapidly changing, and all members of our industry are stressed with the onslaught of technology, the aging workforce and shortage of skilled labor. Chris’s passion today continues to be leading the very best team of instructors and developers as he helps bring education solutions to the market. Listen to Chris’s previous episodes HERE.
Matt Fanslow is the diagnostic tech/shop manager for 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 a trainer.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. Matt teaches for PICO.You would have found Matt here at AAPEX in the Pico Technology booth as well as presenting at the AAPEX/AVI Mobility Park for Pico on using the relative compression test with a Pico Scope.Matt also does instructor lead training for Pico Technology, AES wave and ASA Midwest (Vision). The Pico Technology gigs have him over the country, Canada, and Puerto Rico. Listen To Matt’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. Jeremy’s previous episodes HERE.

Talking Points:
What is diagnostics? It means different things to different people.
The owner can feel they don’t get paid for this work.
The tech may think it means something I do that I don’t get paid for.
The consumer does not shop for diagnostics. They want their car fixed. We sell this and the consumer doesn’t know what it is.

To what level of diagnostics does the shop want to do?
You need to decide as an owner and manager on what happens when diagnostics are done and the problem is found.
Is there a B tech that completes the repair?

Will you work on certain car lines or all makes-models
Does the tech have the knowledge and skills?
Will techs specialize in diagnostics and specialize in vehicle platforms.

Will you specialize in certain diagnostic disciplines? Example: Data Networks.
Must have the right equipment and training and keep tech-focused in his specialty.
Diagnostics may not be the right word in today’s business climate. Instead. Testing or Analyzing the results.
There are shops today stuck in the 90’s mindset.
Cars are neglected today. Normal maintenance is not getting done.
If you are to diagnose the car it must be maintained bumper to bumper before jumping in. The problem could be as simple as the vehicle may be low on oil!

If you don’t charge the proper fee for diagnostics, you’ll soon be out of business.
We may want a ‘triage’ mentality when looking at diagnostics. Prepare the vehicle to be looked at by shop specialist.
Let a triage tech get all the information on the vehicle. Let them determine where the vehicle gets dispatched internally.
This helps serve the correct technician to work on problems where he can be successful.

Should be we charging for a ‘root cause analysis’.
Let the tech do their job on finding the real problem with the vehicle.

A seamless relationship with service advisors and technicians are very important.
Working together as a team is a critical component of a well-running company.
Trust the process.
If the tech does swaptronics or substitution analysis it will be difficult to sell diagnostics to the customer.
The service advisors sells the techs skills to the customer.

The customer may challenge diagnostics fees. You need to believe in your process, talent and capabilities to explain to the customer the value they are getting. You must believe in those services.
You can test, but next is to verify. That may take longer.
“Testing is a fee for service. Once the test is complete the fee is earned. Don’t you agree, Mr. Customer?”
A root cause analysis must be done. If you cannot do the proper testing you should not get involved with the client.

Diagnostics is all too often looked at as a plug in a device and presto it is fixed. As we know there is so much more to it.
The motoring public needs to know code readers doen’t tell you what’s wrong. It gives you data to determine where to look.

The customer needs to see what is behind the curtain. Show graphs and get them to understand through photo’s and documentation how the process works.
Too many shops are not getting proper training. An overdone and overused excuse … I can’t get my guys to go. Falling behind is not going to keep you in the game.
Too many shops are just getting by with the limited knowledge their people have and a few silver bullets.
Processes are going to solve much of this discussion.
The communication between the service advisor and the tech.
The shop needs to have buy-in on how we do diagnostics, the process.
Service advisor and the technician will be held accountable for our process.
Create the standards inside the company on how testing and analysis is done.

Our customer expects these standards and we will see the value in our testing and analysis efforts.
The service advisor and the tech become partners.
The service advisor is selling a premium product of ‘testing and analysis’. We can sell the solution because we are the best in town. Fix it right the first time.
Engagement and accountability to the process are non-negotiable among the team.
This creates customer deliverables.

Tony Robins says to sell your services at 10 times their value.
Consider selling your $150 testing/analysis for $1,500. If that is the case could you come up with the perfect process to justify that amount? There then lies your process assuring that a car will be fixed right the first time.

The discipline in your process will create the freedom and revenue that your business deserves.
The process must define how testing is done.
On-line resources
Databases

We need to move from diagnosing to analysts and use all resources to accomplish your research.
This process needs to be defined.

We will use all means available to gather information and data to solve customer’s problem.
All resources must be used appropriately.

Google has a place. You need to be sure your BS detector is working before you jump down a deep rabbit hole.
Stop selling time.
Time can be compared.
Is all time or process more valuable than Shop B or Shop C?

Make what we sell (testing/analysis/diagnostics) that results in the solution to the problem a premium product.
Sell the expertise of your staff.
You have the proper equipment
You have trained professionals.
Our people need to be bought into a process.
Develop your process with your team. They need to be involved and must hold each other accountable

Testing should not be your standard labor rate.
Increase your rate because the parts profit is missing.
Increase 25 – 50 percent
You could have multiple rates for different levels of testing.

Believe. Practice and Role Play to your solution for your customer.

Jeremy O’Neal’s Promised Down Load.
Be socially involved and in touch with the show:
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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
January 03, 2018THA 048: Grow Your Fleet Business | AMi Credit
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.
The only weekly forum for aftermarket professionals bringing fresh and innovative discussion to inspire and grow individuals and companies.
Watch like a DOCUMENTARY … Learn like a SEMINAR.
The Academy Panel:
Tom Palermo is General Manager of Preferred Automotive Specialties in Jenkintown, PA. Tom is a world class Master Technician and a Certified ASE Advanced Level Technician, is certified from ASE including Master Auto, MasterTruck, Master Truck Equipment, Master School Bus, Master Collision, Master Transit Bus, L1, L2, C1, X1, P2, F1 Besides the 2015 NAPA/ASE Technician of the Year, Tom also earned the 2011 AAIA-ASE World Class Technician Award from the Automotive Aftermarket Industry Association, National Institute for Automotive Service Excellence, and the Best Tech of the Year award sponsored by WIX Filters. The majority of Tom’s business is fleets. Listen to Tom’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.
John Constantin from Bison Fleet Specialists in Buffalo, NY, has strived to bring quality service and superior workmanship to the vehicle repair industry in Western New York. When John first started out as a technician, he was determined to identify with his customers, making sure every effort was made to maintain the integrity of Bison Fleet Specialists workmanship, and establish a long-term “care” relationship with each person who passed through their service center.John’s personal goal was to inform each customer of basic maintenance steps they could perform to keep their RVs, Trucks, Trailers, Buses, Campers & Cars running at optimum performance levels, achieved by following a few simple guidelines.

Talking Points:
Recruiting
Can’t go on a date if you don’t ask her out. You always need to be asking. Look for every opportunity.
Knocking on doors.
Watch vehicles drive by your shop and write down all names.
Sit at a busy gas station and write down the names of the companies that are fueling there.

Existing customer can steer you to a small fleet to start.
Do not start too big.

Expectations from a fleet customer:
Convenience.
Done Right.
Quickly.

You can modify what you do daily to help integrate fleet business.
By calling on potential fleet customers, you become an option to them that they never had before. You are now top of mind and can capitalize when a change is coming. Could take a week or a year.
Ask when to follow up, Always on their time frame.

Always be marketing. Stay in front of people. Find the right mindset to present.
Go in with a presentation that you will be a value in their business.
Be yourself.

Answer this. Why would a fleet customer drive by three other shops to get to you? That is your value proposition. Put yourself in their shoes and come up with talking points to build a conversation instead of a sales pitch.
Don’t present yourself as a salesperson.
Remember, it may take a year or more to land a new fleet. Never stop working your prospect list.

Reasons
Revenue opportunity for the shop.
Long-term growth strategy.
Parlay your physical plant and people talent with fleet work.
Larger ARO.

How to
Every fleet has different expectations.
You must be pliable.
The relationship matters. Establish a relationship. You must value that relationship as the most important part of the transaction. Honesty. Forthcoming. Integrity. Always in the customers’ interest.
Think outside the box.
Loaner vehicles is a possibility in the service you provide.

Ask the fleet manager what their exact requirements are.
Do fleets know the level of support you will provide? Lay it out. If you’ll do towing they must know. Details.
Understand their requirements and meet them. Most fleets have individual needs.
You must be convenient to them.
Never say NO. Always say yes. If it has an engine you can fix it.
Remote starters, glass, collisions. You do it all. Sublet if necessary.

Many fleet managers wear many different hats and you help them fill a special niche.
Help the fleet systematize their controls so there are no major surprise breakdowns. Example of checking oil between services.
It is 100% avoidable if an engine needs to be replaced because of no oil.

Involve the fleet manager in the repair of the vehicle and continue to re-enforce the value of the relationship. The fleet manager is your customer, not the fleet administrator.
Offer to have a training session for drivers and for any higher up in the company. Help them understand how the vehicle needs to be taken care of.
Make a lifetime customer by helping the fleet manager see your value and help them with their fleet management decisions.
TIP:
Tom Palermo completely details all new fleet customer vehicles.

The shop owner has a say in the safety and quality of repairs.
The customer not the fleet administrator and is the most important part of the equation.

Fleets will review your website and even secret shop you.
Create a fleet management program custom for every fleet.
Never compromise your quality and reputation by doing any less quality work for a fleet vs. a regular customer. Your integrity must always rule.

Challenges
You can lose a large chunk of your business if you mess up.
Dealing with fleet administration companies. (a third party)
Be willing to change and get out of your comfort zone.
Never do the job of the fleet administrator.
Know your place and provide what they are asking for.
The bar is raised and there could be political issues inside companies.
Companies bought out and things change and will do fleet maintenance on their own.

Don’t oversell and talk too much as you are out recruiting.
Peak their interest and stop talking and let the fleet prospect talk.
Focus on delivering their needs.
Every proposal must be unique to that customers.
Show how you can help them get better.

Don’t give up. You must be constantly marketing and recruiting.

Be socially involved and in touch with the show:
Facebook Twitter Linked In Email Events Speaking

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 1 min
December 27, 2017THA 047: Twenty-One TIPS to Get an Edge on the Competition – Part 2

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.
Watch like a DOCUMENTARY … Learn like a SEMINAR.
Check Out Part One: HERE.
Check Out Part Three: HERE.
The Academy Panel:
Todd Westerlund, CEO of Kukui has been in the automotive industry for 28 years. Todd spent 15 years as an ASE Certified California Smog Technician and two years at a dealership. In 2013, Todd joined Kukui, a marketing software company with a mission to improve technology for the betterment of people and businesses worldwide.
As the CEO of Kukui, Todd is consistently studying, attending business classes and consulting with shops all over the United States. Some of his duties include: keeping industry leaders informed about new technology, setting Kukui’s growth strategy including event planning, and planning industry sponsorships and partnerships. Previous episodes HERE.
Mark Goldsmith found his passion for cars in 1971 when his first job was at an independent shop. He took all of the ASE required tests and earned his Master Technician Certification.
In 1988 Mark opened Mark’s Independent Service in Chatsworth, CA. Mark’s Independent Service works exclusively on Volvo, Lexus and Toyota vehicles. Mark and his team have always focused on fair values that put the customer first. He’s worked hard to create the type of auto repair company that has built trust with his customers and like to be known as a dealership alternative! He is an ASCCA member and he loves it when his customers say his shop is better than the dealer. 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. Previous episodes HERE.
Tips:
Easy appointment making with barcodes on our lube sticker. QR code that links to your website.
Have the history of the shop displayed in some way. One shop I visited has a full Museum that builds pride in being a client.
Bill Hill has an outdoors lock box with a 4-digit code to drop off loaner keys and pick up your vehicle.
Text messaging capabilities to stay in constant contact with guests.
Legalities in texting customer are something we all need to be aware of.
Having permission is critical.
Laws are changing in states. Some states are requiring a paper signature for opt-in for texting.

Look at the oil change sticker on every car and if yours isn’t in there change it and put yours on the windshield. Then set the next oil change appointment.
Ask for permission.
Explain that you do oil changes.
Get out their smartphone and schedule the next oil change appointment

Free head light cleaning on big jobs.
Create a cool shirt and put the year on it, they can bring the shirt in the next year and get a new one. Keep them coming back!
Discounted car rentals.
Free WIFI. Change your WIFI login to ask for a 5 Star Review.
Ask every happy customer to share their experience with the world – 5-star reviews,
Have a mascot, could be your Golden retriever, could be that amazing restored Chevy truck.
Uphold your standards. Everything we do is being watched by customers and employees. We will be tested to make tough decisions and people will watch how you react to tough situations. Believe in your standards and live by your code of conduct.
If it’s not perfect, it is not right.

Invest in nice pens that last. If you can make a pen that is my favorite and your shop’s name is on it. Don’t give out anything that won’t last.
Dog biscuits and water bowls.
Don’t hide from emerging technologies or new ways to gain eyeballs & customers. IE: Yelp, Connected Car, New Services etc.
Drop off vehicles to guests houses that can’t coordinate a ride with their busy schedule.
Give away a free car wash coupon, this way the liability is not on the shop if it gets scratches.
Loaner cars and the shuttle cars are all for sale.
Guest Loyalty Program with rewards cards that they receive cash back on sales.
Donate a car to a needy family.
Weekend answering machine or answering service so your customer can get in touch with you if there is an emergency. Be there for your customer.

***********Bonus Tips
Be an Ambassador for the Business. Once a month pay for the techs to go to lunch at the busiest lunch spot. Make sure that no one swears, looking good, shirts tucked in … explain its a marketing lunch.
Be the local expert – What is an expert? A person who has a comprehensive and authoritative knowledge of or skill in a special area.

Check Out Part One: HERE.
Check Out Part Three: 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
52 min
December 20, 2017THA 046: Revving Up Your Business Culture | AMi Credit

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.
The only weekly forum for aftermarket professionals bringing fresh and innovative discussion to inspire and grow individuals and companies.
Watch like a DOCUMENTARY … Learn like a SEMINAR.
The Academy Panel:
Kirk Richardson is a young and successful entrepreneur. Born into a blue-collar, hard-working family. At the age of 22, he left school and started his first business. He bought his first three bay shop at the age of 24. Seven years later he bought his second shop, South Street Auto Care in Rochester, MI. Today, at age 34, Kirk is a successful business owner.
Kirk prides himself on his ability to create a family culture within his businesses. The culture is a blend of hard work, accountability, and fun which combine to make loyal and dedicated co-workers. Kirk loves business and people in general and will talk for hours about business! Listen to Kirk’s episodes HERE.
Eric Svedberg was only 22 years old and ready to seize the opportunity of a lifetime. He purchased an Amoco gas station and consequently made history by becoming the youngest Amoco dealer in the United States. What continues to set, Automotive Specialists apart from the others in the market is their customer-centered culture, concentration on quality and extended warranty.
Automotive Specialists routinely repair items on vehicles that are usually left to the dealer and often those that the dealer couldn’t fix themselves. This foundation proved to Eric to be a very successful business model. Listen to Eric’s episodes HERE.
Bill Greeno owner of Quality Automotive and Smog in Truckee, CA and is also a business consultant with a focus on leadership and management and is big on communication. He and his team work hard on building strong internal communication, that he says makes huge difference in his unyielding customer service.
He also believes that having a satisfied staff is pivotal to customer service success. Having a shared vision is at the core of this. Their Vision Statement is “Your Trusted Local Auto Care.” Their service related conversations revolve around their Vision Statement and it is the launch pad for discussions regarding new ideas and/or changing a policy or procedure. Bill teaches on building a strong business culture. Listen to Bill’s episodes HERE.
Talking Points:
Deloitte survey shows 61% of employees believe that their company does not do enough to create a good culture. The survey also found that 91% of companies with good culture have a history of strong financial performance.
If you do not manage culture it will manage you. It is like your online presence.
Managing culture is a full-time job.
Every business has their own culture. Good or bad.
Building and maintaining your culture is hard work and painstaking.
Eric is currently working on a plan rev up his business culture with his business coach.
Culture is bred from what owners pay attention to.
Culture is behaviors and norms.
Owners behaviors directly affect the business culture.
Owners actions reflect onto their teams. What the owner pays attention to, so will the team.

We can start to have our staff become self-managing in your culture by sharing your numbers.
People pay attention to the security of the company.

Eric is setting individual and company goals and feels it is a good place to start an improved culture.
What are the good and bad behaviors?
We will build on the good and root out the bad.
Never about the person, but about behaviors. Good or bad.
Soft skills is a good place to start to improve. A set of common values or shared values. (how do we want to treat each other)

If your people enjoy working with each other they will produce far more work than if all you talk about is perform more work.
Your leadership must sustain your culture.
Financial success makes a company, therefore, profitability is a key to sustaining and building a strong culture, but not everything.
The Love Bank. With a human interaction, you make deposits or withdrawals.
Make 50 deposits per one withdrawal.

You need a Trust Bank with your people and customers.
Building a great culture (quick starts)
Starts with great communication.
Look for opportunities to become a better communicator.

At a minimum, be a strong leader. Your people will take cues, follow and watch your behavior.

The quarterly conversation. Every three months discuss individual behavior within your cultural norms with each team member.
Owner/supervisor is subject to the same review (two way)
The shared values are reviewed.
Look for strengths

To make a personal change, look inward. Are you hardened because of the many challenges from your people such as stealing and loss of trust among your people? You need to overcome it.
Book recommendation: Nine Minutes on Monday by James Robbins
There will be resistance to build a strong culture. It is difficult. You may have to come to terms with people leaving your company.
A longer journey in a small shop than in a larger shop because you are up against the potential of losing a person who may be responsible for a large portion of the work.

Your culture should win over the numbers. If a person doesn’t fit but has great production, that behavior must be eliminated. Your team will ask you terminate a person who doesn’t fit your culture.
You hire people for what they know and fire them for who they are.
Do you want to be around that person?

Kirk hires for a cultural fit.
The moment you set your intention (get serious) to set your culture it starts to gain momentum.
Keep in mind you have to set the example and the tone in the business by your actions.

Be open with your people. Take the ownership of the culture that exists today and where the team is headed and the changes you will make for the good of the organization.
Kirk started by defining what behaviors were good, which ones weren’t and then asked for the team’s input on his list.
You must help your people focus on their strengths.
Consider Strengths Finder test for your people and include in your hiring process. Just one tool for discovery and support.
As trust is built you transform as a leader and so will your people accept your culture.
Developing the right culture takes time and a lot of hard work. It is not easy. Prepare for slow steady wins over time.
Culture trumps numbers.
Create your new hire interview questions and process around your culture. Look for the behaviors and personal qualities. Hire them for who they are not for what they know.
The moment you turn your intention to the culture, you want the processes start. You must manage it every day. Sharing your intentions, your vision, and teaching and you must lead by example.
Take ownership of where you are today (the baseline) and start to make the changes.

If the culture is good but the results are not there, there isn’t a fit because results are a part of your culture.
Praise for all the good that happens and correct the behaviors that are not in your culture.

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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
56 min
December 13, 2017THA 045: Installing Customers Parts – A Discussion | AMi Credit

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.
The only weekly forum for aftermarket professionals bringing fresh and innovative discussion to inspire and grow individuals and companies.
Watch like a DOCUMENTARY … Learn like a SEMINAR.
The Academy 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. 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. Tom’s previous episodes HERE.
Randy Lucyk from Midas in Kalkaska, MI is a very interesting entrepreneur. Randy is one strong aftermarket thinker and informally among Midas dealers, he is known as the data and IT guy.
Randy Lucyk proves that even if you are in a small town of 2600 you can have a very strong and growing business and be a very powerful force in helping your community. He’s been in business for 35 years has 12 lifts and has seven technicians at his Midas shop. He’s got the dents of business hardships that helped guide his current success. Randy and partner/wife Cathy are strong philanthropists in their community. Listen to Randy’s episode 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.
Talking points:
Business model changes may need to be considered where Labor rates reflect the loss of the parts margins.
What will the distribution model look like in 5 years?
Finding a good customer from the ones that walk in with their own parts are slim to none. There are exceptions but very rare. This is not a good foundation for a strong relationship.
It is not our normal customers coming in with parts it is new customers.
There is a fear, so people go to YouTube to find things out. Parts and repairs are very transparent and available on the internet.
What is at risk:
Your reputation. What about the quality of the part.
You will have to own the repair cradle to grave. Even with a signed agreement.

If you are getting more requests from customer’s to install parts something is wrong with your business.
You are marketing wrong or you are in the wrong location.
Why are you attracting these type of customers? They are not your target customers. They will never be profitable.
You will affect all your other customers if you change your policies to accommodate customer installed parts.

When we install customers parts, we train the prospect that we compete on price rather than value.
It is a race to the bottom.

Customers that want you to install their parts have a fear.
Is it the price or the cost that the customer is concerned about.
This allows you to change the focus on the price to the lifetime value and the benefits that your shop brings.

Service adviser training is a big help to eliminate the price issue.
Your out the door investment is: $XXX.

Smile! If you are going to install the customers supplied parts. Don’t punish the customer the whole time. Since you decided don’t frown about it. SMILE!
Insurance liability is an important reason not to install customer parts.
The Curse of Knowledge.
If you understand Auto Repair, so we assume our customers know as much as us.
When you present, they are considering only two things on a purchase decision. Time and Money.
We must guide them through the process to help them get to their decision.

Shop owners do not know the value that they bring to the transaction.
Get paid for that.

Your gross profit on the job is the total price of the job, less the cost of the part(s).
The price they pay should be the same your parts or theirs.

It is not a price issue with the customer it is a fear and trust issue.
The entire idea is insane to install customer parts.
Call a contractor to build your house with all the materials you purchased.
Call a legitimate top tier roofing company to install the shingles you bought at the wholesale club.

There are many home garages that will install parts for a walk-in customer for a low rate. A reality that will not go away. The e-com availability of parts will give these ‘parts installers’ a lot of work. The guys that are in the rural areas find this type of competition.
These ‘parts installer shops’ make it easier for the professional. They will leave the top tier shops alone and allow you the top tier customers to service.

You are going to need to look and be professional unless you want to attract the wrong customer.
The insurance industry will always say that they will not cover your shop keep liability insurance if you install a part that you didn’t buy the part from your legitimate supplier.
Use the wisdom from the three-panel members in their experience on this topic.
When the occasion occurs where you are asked to install their parts. Explain that you are more than happy to fix their car and give them the best value. Installing a customer’s own parts is not an option.
Spend the money in the lobby. This is the customers first facing of your business.
This gives the first impression that you are not going to install their parts so they won’t even ask.
A really beautiful and professional waiting area repels bad customers.
The question is never asked.

Understand when some is coming to your shop to have you install their part, it is about trust and fear issues.
A future business model change: We need to consider how we price parts and include the margin that we would have made on the parts in your labor number. The transparency of pricing is available to everyone.

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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
49 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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