Town Hall Academy - Archive

By Carm Capriotto, AAPBusiness

Town Hall Academy - Archive episodes

September 27, 2017THA 034: Nine Tips For a Better Work Life Balance
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.
Helping automotive aftermarket professionals improve; one lesson at a time.
Academy Panel:
Greg Skolnik is owner at Motor Works, Inc. in Rockville, MD. He is certified as a Master Automobile Technician and holds the prestigious L-1 advanced engine performance and emission analysis certification. Greg also received his (AMAM) degree from the Automotive Management Institute. Listen to Greg’s episodes 46, 63 and 69 (E-Myth) and Academy Improving Customer Loyalty, Academy Getting Things Done.
Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq ft shop has 21 lifts with two flats per lift.
Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry in Episode 35, Episode 69 (E-Myth) and the 100th retrospective.
Joe Valind is from Auto Safety Center in West Bend, Wisconsin. As a high school senior Joe got his first automotive mechanic job in September 1995 through his high school co-op program. As the Lord’s providence would have it, the placement was with Roger Berth at the Auto Safety Center. (The shop he owns today)
Joe’s shop has 9 bays, 5 lifts, 3 technicians and specializes in Honda/Acura, Toyota/Lexus, however, services most makes and models. Listen to Joe in Episode 67 and 73.
Talking Points:
If you want Work-Life Balance, first, you have to BELIEVE that it’s possible. Once you believe that it’s possible, you must DECIDE that is what you want and set your INTENTION to make it so. Then design your life around it.
You must schedule your time on a calendar

Balance is important because you don’t want to be the richest guy in the graveyard. In other words… how much is enough?
Commit to doing good things for yourself… hiking, swimming, biking, NOT smoking, etc.

Purpose: Knowing your purpose allows you to delegate.
Do your job and do it well. – Bill Belichick

Priority- “Our actions display our priorities regardless of what we say.”
Good is the enemy of great. Jim Collins

Pay attention to your spouse and children. Use reminders each week to stay on top of your family commitments.
We all know somebody who has lost their relationship to the inevitable “rub” between your responsibilities as a business owner and as a father/spouse.
In some cases, the business becomes “the other woman”.

Greg Skolnik plans 12 key areas of his life every Monday morning so he can give attention to them each week.
You get to start over tomorrow morning.
‘Teach your people to fish and they can feed themselves for the rest of their life.’
Plan: Preparing your day makes it productive.
Create a task list.
OK if you don’t get everything done.
OK to add to list during the day.
Review your accomplishments at the end of the day.

Be in the present, 100%.
Be in the moment.
When you are at work, be at work.
When you are with your spouse, be with your spouse.
When you are with your kids, be with your kids.
Those are unwritten “laws” that should never be compromised.

Jerry Kezhaya’s Five Fs: “Faith, Family, Fitness, Finances, Fun”
Give yourself 90 minutes. Get out of the shop. Turn off your phone. Go to the library and spend ninety minutes of pure productive time. (Jerry Kezhaya). Compare the productivity at the library vs your workplace and see who is stealing your time.
Swim laps, walk in the woods (get tree energy), get exercise and find your quiet moment. (Greg Skolnik)

Understanding of your place (your shop’s culture) and how it relates to your client’s extended family circle.
We might never realize how important you were to a client until you hear about it at their eulogy.
Do not have the Messiah complex that makes you the most important part of your business.
Resolve to find freedom.
Systems and processes will sustain the business without you.
Many started their freedom because they wanted freedom.
It became a jail.

Acknowledge your level of spirituality, why you are where you are and do what you do every day.

Books Mentioned:
The E-Myth Revisited from Michael Gerber
The 21 Irrefutable Laws of Leadership from John Maxwell

A powerful story from Jerry Kezhaya on coloring 2,500 Merlin drawings and how every version was different. That proved to Jerry that there are 2,500 different ways to color a drawing and that there are countless solutions to everyday problems.
4 day work week? How? Just do it. (Greg Skolnik’s business is open 4 days a week)
Make the choice what you are going to be. Be the master of your business. Be the master of your family when you are with them.
No one has ever said from their deathbed that they spent more time at work.

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
51 min
September 20, 2017THA 033: The Competition You Don’t See Coming – ASA-CARS @ AAPEX 2017
Register for CARS @ AAPEX 2017 HERE.
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.
Helping automotive aftermarket professionals improve; one lesson at a time.
Academy Panel:
Bob Greenwood, AMAM, is President and CEO of Automotive Aftermarket E-Learning Centre Ltd has over 40 years’ experience working with Independent shops developing their business to maximize business net income.
Bob writes management articles for ASA’s magazine Auto Inc as well has developed live business management classes for ASA. He writes monthly management articles for Motor Age magazine in the USA and writes semi-monthly shop management articles for CARS Magazine.
Check out his management videos for CARS Magazine. Episode 49, 200, 208 and Town Hall: Preparing Your Business for Sale or Succession & What Keeps You Up At Night
Donny Seyfer, AMAM is a second-generation repair shop owner and ASE Master Technician. An active industry educator Donny is past chairman of ASA, the Automotive Service Association, and works nationally to help repair shops with IT and service information utilization.
Donny is also a member of the board of trustees of NATEF, a board member of NASTF and a trustee of Ami.
E 30 (ASA) and E33 and a Town Hall Academy on Lean Processes, and an Academy on Connected CARS Detroit.
Talking Points:
Register for ASA CARS at ASA-CARS.COM
Business management training at a higher level than ever done before.

What is the problem?
Consider the business models that are coming as a result of consolidation and the OE arena trends.

Shop owners must know their numbers and where they’ve come from and where they are going.
What should you be focusing on in your business?
We have to rev up our business model.
You need solid solutions to guide you to where you are going.

Too many shop owners are watching sales.
We must be concerned with the image of the industry.
Be aware of the changes in your marketplace.
Will our business model include telematics (remote vehicle data)?
We need to provide insights to our customer on their vehicle technology, repair and maintenance.
Get the message to the consumer that you are very qualified to repair their car. Not everyone with a lift is qualified to repair the state of the art vehicles today.
The shop owner needs to tell the story on their capabilities.

The service advisor does not necessarily need to know supreme information on the tech side of the vehicle; but they need to have people skills.
This session of CARS @ AAPEX 2017 will take a deep dive into the future of the industry.
The focus will be on business development instead of training.

Shop owners today must learn to be an analyst not only on his/her business but others. There is much to learn from all businesses and industries.

Register for CARS @ AAPEX 2017 HERE.
Be socially involved and in touch with the show:
Facebook Twitter Linked In Email
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
41 min
September 13, 2017THA 032: Aftermarket Brakes For Breasts Program – Can One Repair Shop Make a Difference in the Fight Against Breast Cancer? You Bet!!
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.
Helping automotive aftermarket professionals improve; one lesson at a time.
Academy Panel:
Leigh Anne Best has been the Marketing Director and Customer Experience expert at Mighty Auto Pro for the past 11 years. She is also the Co-Founder of
That’s Right! We’ve Raised a Grand Total of $492,320.70 Since 2011!!
Brakes for Breasts and serves on the Advisory Board of an industry magazine and is on the AAA Approved Auto Repair Advisory Board.
A great feature of Might Auto Pro is a special women’s event that Leigh Anne holds called Women, Wheels & Waffles. These are very popular events. Leigh Ann Episodes E028 on the first Brakes For Breats Interview and THA010 on Women’s Clinics)
Laura Frank left the corporate world in 1995 to raise their two children, and she joined her husband Gerry part-time running their gas station. After the kids were grown she turned into working full-time and the gas station has turned into three successful businesses; Auto Repair Technology, Royal Car Care & Tire Center and Repair Shop Coach. Laura oversees the Accounting and Human Resource Departments and helps implement and develop systems.
Laura is a co-founder of Brakes for Breasts, a grass roots effort that started with 5 shops in one state and has grown to an annual average participation of 150 shops representing over 30 states.
She is very passionate about changing cancer treatment. As of 2016, Brakes for Breasts has raised over $490,000 in support of breast cancer vaccine research.
Dr. Vincent K. Tuohy is a Professor of Molecular Medicine at the Cleveland Clinic Lerner College of Medicine of Case Western Reserve University and is a member of the Staff in the Department of Immunology at the Cleveland Clinic. Dr. Tuohy hails from Brooklyn, NY where he received his Ph.D. in Pathology from SUNY Downstate Medical Center. Dr. Tuohy completed his postdoctoral studies in autoimmunity at the Eunice Kennedy Shriver Center, Waltham, MA, where he developed a novel animal model for multiple sclerosis.
As a Cleveland Clinic immunologist since 1989, Dr. Tuohy characterized several new autoimmune animal models for studying human diseases including sudden deafness, heart failure, cystitis, prostatitis, and ovarian failure. More recently, Dr. Tuohy developed a novel vaccine for preventing triple negative breast cancer and another vaccine for preventing ovarian cancer.
In recognition for his breast cancer vaccine studies, Dr. Tuohy received the F. Mason Sones 2010 Innovator of the Year Award from the Cleveland Clinic as well as the 2010 Excellence in Science Award from the Lerner Research Institute. Dr. Tuohy lives in Broadview Heights, Ohio and treasures the time he spends with his wife Marion and his three children and five grandchildren.
Katie Robinson, along with her husband, Rob, owns Robinson’s Auto Repair. A 7-bay facility located in Akron, OH. Katie has a marketing & accounting background and was previously an accountant prior to opening their auto repair business. Robinson’s Auto is A-rated, and a certified car-fax service shop. Katie is also proud the shop is part of the Brakes for Breasts campaign, which is a cause very personal to her. In Katie’s free time she enjoys reading and wine tasting. She is also an exotic car enthusiast.
Mike Tatitch worked during high school & into his twenties at a local Chevrolet dealer, not in service but in sales! But he got the bug on the service center side of the dealership and decided to branch out on his own.
In February 1984 TMT Automotive was born, in Bremen, IN, with very little money, a loan and a rented building. He also married his wife Serena in that year. Mike says 9-11 and the recession were tough on the business, but they survived and in 2008 he brought son Tony into the business (E231). Mike credits joining a successful training group for helping his business really took off.
Mike says, “Marketing and being involved in great programs like Brakes for Breasts and surrounding ourselves with some of the best of the best people is what continues to make us successful!”
Episode Talking Points:
How Brakes For Breasts got started.
100% of what is raised goes directly to research – 100%.
Results since it’s inception.
2011     5 Ohio shops $10,000
2012     27 Shops/17 States $32,848
2013     66 Shops/27 States $66,499.29
2014     142 Shops/29 States $115,236.53
2015     174 Shops/ 32 States $141,868.76
2016     131 Shops/35 States (most States ever) $125,867.37

Dr. Tuohy’s work on the cancer Vaccine.
How we get our employees and market involved.
Getting your supplier involved in the program.
The “done-for-you” aspect of Brakes for Breasts. Complete marketing materials you can choose to use.
How we market & get our employees involved

Where is the vaccine now, what is the status?

Please join the Brakes For Breasts Program. It runs in October of every year. Click HERE for the website.
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
40 min
September 06, 2017THA 031: Twelve Tips on Holding GREAT Team Meetings
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.
Helping automotive aftermarket professionals improve; one lesson at a time.
Academy Panel:
Kim Auernheimer is the Co-Owner of CS Automotive in Brentwood, Tennessee. CS Automotive started in a back warehouse in 2006 now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business, Kim had a career in Real Estate and Commercial Property Management. In July of 2011, she stepped out from the background and joined her husband in the venture of creating an industry-leading, stand out shop on a full-time basis. Listen to Kim in Episode 113.
Tristan Realubit is the owner of Real Autohaus Automotive in Westmont. Il. He is ASE L1, C1, X1, Master Certified Technician and an AMI AAM graduate. He got his start helping his father service cars in a mobile setting. He got his AAS in automotive technology from a local college. Tristan started his business at 19 years old and never looked back. Listen to Tristan in Episode 179 and 200
Scott Waddle opened Precision Auto Service in Langley, British Columbia in 1997 and it wasn’t long until he realized that running a business, was nothing like fixing cars. He started taking business management courses at a regular pace and the rest is history. Their tag line is: “Where we worry about your car, so you don’t have to!®” They believe it is their responsibility to keep their clients safe and reliable on the road. Scott is building a brand-new facility and has been on the podcast in Episode 141.
Talking Points:
Meetings must have a purpose.
Communications is the driving foundation of what meetings are about.
Your team must know how important their presence is in a meeting.
Have a written agenda. Invest time to create quality purposeful content.
Agenda items can be procedural, safety, equipment maintenance, customer feedback both good and bad and then open discussion.
Be sure there are assignments to a task and a due date and the follow-through is done. Be sure the expectation is clearly defined.
Go over ‘old news’. (notes from the previous meeting)
Let the staff contribute before and during the meeting to agenda items.

To innovate you need to stick stuff up on the wall.
If daily meeting:
A huddle to discuss what is coming in for the day. Quick to get everyone’s mindset focused. This meeting can be delegated to the service advisor and tech.

If weekly meeting:
Management meeting:
Talk numbers for week prior and goals of the upcoming week.
Margins to understand where we stand because of larger jobs that can reduce the margin %
Tech productivity
Get your issues and frustrations out.

If monthly meeting:
Discuss, analyze, brainstorm and decide upon critical issues affecting long-term success

If Quarterly meeting:
Off-site Review. Review strategy, competitive landscape, industry trends, key personnel, team development/

Share the wealth. Don’t hog the meeting.
Consider leader only talks 30% of the time. Do this by asking questions.
Expect your people to contribute.
Remember everyone is different.
Assign a note taker

Steer the meeting and develop your people
The Academy panelists businesses would not be as successful if they were not having meetings.
Time of day can vary while considering your peoples personal time is important.
Scott Waddle learned that the leader of the meeting should east first.
It is tough to eat at the same time as the meeting. Then there is wasted time.
Either eat before or after the meeting if a meal is served.

Kim uses an answering service to pick up the calls when her business is having a meeting.
The service will email the staff on the importance of any phone call they have.

Scott likes a casual meeting format and agenda
Kim has a strong format and meeting agenda.
Kim uses Google Keep to share ideas for agenda topics with her team.
Discussing customer reviews and your companies culture is very important in a team meeting.
Read the reviews verbatim and spend time on the negative ones. Use them as learning opportunities

A good meeting must include praises of a job well done.
Kim talks about “Let out the Dirty Mop Water Time”. Her people feel free and safe to discuss tough subjects
Tristan believes that some people who would vent their feelings may not know how to do it best.
Scott’s meetings started because one of his key people had no place to vent. His meetings have no negative vibe, they are always professional.
Never take it personal unless its personal

Tristan be sure your people know the meeting is for them.
Kim: By creating the culture that we want to hear from everyone, that we are transparent about our success and we are building trust in the organization; meetings help deliver on these factors in growing a great business.

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
50 min
August 30, 2017THA 030: Nine Reasons Why Labor Rates Need To Increase
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.
Helping automotive aftermarket professionals improve; one lesson at a time.
Academy Panel:
Maylan Newton from ESI – Educational Seminars Institute is a business coach and trainer. Maylan is no stranger to the power of the customer as he speaks and trains on Professional Business Development, Service Writers School of America and In Shop Training and Support. He is an approved AMI Trainer.
He is a much sought our speaker at industry events. Maylan is no stranger to the podcast having paid it forward in episodes … 108 and 140 and on Town Hall Academy’s 14 on Customer Retention and in Academy 25 on Disaster Planning.
Matt Fanslow is the diagnostic tech/shop manager for Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose drive-ability 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 is no stranger to the podcast. Episode 122 on ASE Test Uncovered, 146 (one on one) and two technician roundtables (206 & 230) and in Academy 5 on best training events in 2017.
Tom Ham, with the help of his wife Deb, is the creator and owner of Automotive Management Network an 11,000 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. Listen to Tom in Episode 62 one on one and THA 022 Hiring For Team Dynamics.
Talking Points:
Too many shops not making enough money.
A race to the bottom.
Everyone gets what they pay for. Shop owners get the quality they can afford.
Customers get what they pay for based on quality employed at the shop.
There are too many shops. Many not qualified and there are a staggering number of underground shops.
Shop owners are not buying the best parts or buying the best labor and sell it for what it is worth.
We don’t pay a doctor to cut us we pay him for what he knows where to cut us.
Part of setting your hourly rate will be based on your plans for next year. Your investment in technician training is one factor.
Your rate should be checked quarterly, and at the minimum raised each year at the cost of living.

Be entrepreneurial. You must work on your business, not on cars.
To understand the depth of what it takes to calculate your effective labor rate will engage owners to pay attention to the other critical numbers on the financial statement.
Multiple labor rates are very important.
If we put our highest paid tech, using our most expensive equipment with expensive information, who is continually training, we need to have a rate for this.
Because we are spending more on our A Technician the labor rate must be higher because of the size of the investment.

We need to pay for top talent. Average wage for mechanics, according to the federal government, is $36,000
Old fashion, simple way to look at your financial statement distribution:
25/25/25/25 Rule of the Auto Repair Dollar. A very simple way to look at
25¢ for parts, 25¢ for expenses, 25¢ for payroll, 25¢ for you.

Shop owners set their pricing based on the lowest 15% of their customers base. They are catering to the lowest level customers. This should not be a strategy because the other 85% of your customers will pay less and will hurt your profitability.
People don’t come to us because of price. They come to us for what we do. We tend to undervalue ourselves.
We need top talent that other industries are looking for.
We need to sell the hours we have available.
We need to provide:
Improved Working Conditions and Benefits.
Investment in Tools, Equipment & Training.
Investment in IT/Infrastructure.
Investment in our facilities.

We devalue ourselves by giving away our expertise. Doctors charge for every visit and for every diagnosis.
Our customers come to us for what we do; not for price.
We don’t fix cars we fix people. We provide freedom.
Stop thinking about what we do and think about what we provide.

Business management training is as important as technical training.

Special offer from Maylan Newton. Find the Business Analysis Sheet HERE. Complete the form, all the yellow fields. Email or fax to Maylan. Maylan@esiseninarscom, or fax 8055-526-3254 It is very important that you include your name and contact number.
Tom Ham’s Automotive Management Network Website

Be socially involved and in touch with the show:
Facebook Twitter Linked In Email
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
August 23, 2017THA 029: Are We Too Dependent on Being Independent?
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.
Helping automotive aftermarket professionals improve; one lesson at a time.
Academy Panel:
Scott Weaver from Superior Auto Electric … the world knows him as Gonzo from Gonzo’s Tool Box. He writes about his personal view of the industry published every month and shares his brand of knowledge and humor on ‘Gonzostoolbox.com. ’ No doubt if you earn your living on the service side of the aftermarket, you’ve read his articles or may have even read his book ‘Hey Look I Found a Loose Nut’.
Scott is an ASE Master Tech, Owner of Superior Auto Electric, a writer and editor for Haynes Manuals, a Marine Veteran, a Substitute Teach at Oklahoma Technical College and an avid golfer and a recent survivor of open heart surgery. (Episode 109 & 207)
Uwe Kleinschmidt is founder and CEO of AutoVitals. He is a passionate visionary and is dedicated to building solutions for the independent automotive shop owner to succeed d in the modern internet era. He has spent 15+ years working with automotive technology with Robert Bosch in a variety of positions around the globe, building software to master the transition to highly-computerized cars. Uwe is an Ironman finisher, holds a Ph.D. in Electrical Engineering, is an inventor and holder of multiple patents. (Episode 189)
Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan. Bill has been in business for over 30 years. He is a big collaborator with industry professionals, in building today’s “high-tech/old-fashioned” customer service system.
He currently serves on several industry and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries and Cardone. (Listen to Bill in episodes 39, 69, 100, 118, 200, THA 002 Resolutions, THA 006 Managing a Negative Online Review and THA 012 What Keeps you up at night)
Talking Points:
We need to get together and become inter-dependent.
Out of Many One: E pluribus Unum (Quote of Dollar Bill)
We think along the lines why being independent is a good thing, because we’ve always considered the ‘aftermarket’ as independent vs the dealership.
It’s a pride thing, a self-motivation thing, and an unshaken inner self-awareness that their that damned good. . . and most of them are.
It seems to breed us not working together to lift our image, improve labor rates, access to information, share tools and equipment, etc.
Fragmented space in automotive for tools, processes, “I need my own solution”, “Every shop is different”, “just add an option for me”.
125 point of sale systems.
The learning curve for SA is steep, tools can’t be used to their fullest.

Associations are great that help to bring lobbying and benefits, but they lack in membership. Why because we choose not to care because we are ‘independent’. Should we go it alone. We’ve come to learn that twenty-groups bring strength to their individual members. Associations create networking opportunities and bridges the gap of being ‘alone’.
Other “most” important thing is the inner drive to succeed with or without anyone’s help. To be independent also means that your method of working doesn’t revolve around a set time structure such as punching a time clock. In other words, you do what needs to be done, and work at it until it is done.
Why do car dealers seem to be united when they are independent business people. No one calls Peps boys independent yet they do the same thing ‘independents do’.
Independency is a good thing. . . to some degree. If being independent means you can’t finish a repair without having help…such as the dealership with their direct contact with the manufacturer, or their latest software and protocols in regard to scanning and or flashing. Then your independence becomes your downfall.
How do we become un-independent? Individuality and entrepreneurialism is powerful but being interdependent on each other can become a good thing.
Being independent is a liberation and challenge and opens many doors of finding solutions, sometimes very unorthodox
We are not apart from each other, we are a part of one another. This industry has had its fair share of self-imposed drama because hard-working automotive technicians underestimated the value of a smart-working business education. There is a way out of this hole.
Being independent can be taken to the extreme and be anarchy, lone wolf existence, which can be a hindrance in being successful and effective.
Figuring out solutions 100% by oneself can be tiring and doesn’t leverage others having gone through the process themselves.
As a true independent, lawsuits with OEM car makers seem unattainable.
“Right of repair” topics hard to lobby.

Fragmented space in automotive for tools, processes, “I need my own solution”, “Every shop is different”, “just add an option for me”.
Software tool vendors hesitant to enter the market, prefer other industries.
Outdated technology solutions dominate.
Silo solutions dominate.
If the software tools and shop process don’t follow and leverage that trend, the independents run the risk to leave the education to somebody else and get commoditized.

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
52 min
August 16, 2017THA 028: Twenty-One TIPS to Get an Edge on the Competition – Part 1
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.
Helping automotive aftermarket professionals improve; one lesson at a time.
Check Out Part Two: HERE.
Check Out Part Three: HERE.
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. Jeremy also owns Freedom Automotive in Hesperia, CA.
With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop. Previous episodes HERE.
The 21 Tips:
Make your impression last beyond the service – Provide branded water.
Have a charging station in the waiting room, but use the ones with a mount-able unit and hard wired connectors, that way they don’t “walk off”.
Bake fresh cookies every morning, over the years, clients will know to drop off the car early to get them while they are still hot!
Free car washes, wiping off dash’, and cleaning windows.
S+R=$ | Social + Reputation = $ales.
Have a toy chest like the dentist office, Kids can pick one toy. Give the parent a few seconds during drop off and creates a situation where the kids will remember and want to come back.
Follow up phone calls to ensure our work was done properly the first time and guests are still satisfied.
Poll your clients every year on what magazines “they” want to read in the waiting room.
Build travel kits to give out to top clients. This can include an emergency light, blanket, long lasting generic snack bar, bottle of water, pen and paper, extra t-shirt, wet-wipes.
Ladies toiletries in the public restroom. Clean restrooms Like at the Ritz.
Use the digital display board to show bios of the employees and results and games of all local sports teams, a variety of music, things that the clients reading the scrolling bios will bond with.
Have free WiFi but make sure to change the name to something creative.
Become a Certified child car seat installer. Drive Safe Drive Smart. (Greg Buckley Trade Marked)
Have a stocked frig in the waiting room with the good stuff. Example – Redbull. I have heard folks say “oh you have the good stuff!”
Take the Fear out of the Transaction.
Have sports memorabilia or local art displayed for sale.
Have high quality branded entrance mats. It makes an impression.
Offer Uber for alternate transportation along with See Jane Go for female guests who are uncomfortable taking Uber.
Speed of Service – Today’s consumer is driven by a mantra IWWIWWIWI – which stands for I WANT WHAT I WANT WHEN I WANT IT.
Master the Digital Sales Experience – Utilizing a transparent sales process that enrolls and engages the customer in the buying process.
Build an amazing team – You can’t do this by yourself.

Check Out Part Two: 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
46 min
August 10, 2017THA 022: Hiring for Team Dynamics
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.
Helping automotive aftermarket professionals improve; one lesson at a time.
Academy Panel:
Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team.
Dwayne was on the podcast in episode 2, 3 and 4 with his partners Jose Bueso and Lee Forman and on a Round Table discussion on Technician Training in episode 59, and on a Supplier Needs Roundtable (118). Dwayne and I spend some special time in episode 222 as we talked about his 2017 World Class Technician honor and listen to Dwayne in the Academy on Improving Employee Loyalty.
Ryan Clo owner of Dubwerx in Cincinnati, OH is an eighteen-year veteran in the Automotive Service industry. He is a multi shop owner and has automated his business that gives him time to consult.
Ryan consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known at The Institute as the “Systems and Processes” guy. Ryan teaches several business management classes for the automotive industry. Listen to Ryan in episode 092 and Town Hall on Website & Improving Employee Loyalty.
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. Listen to Jude in episode 170 and the Town Hall Academy on Improving Employee Loyalty.
Tom Ham, with the help of his wife Deb, is the creator and owner of Automotive Management Network an 11,000 plus member website dedicated to the exchange of vehicle service management information. Tom has written extensively on a variety of management topics. Tom got his start in the auto service industry pumping gas in the late 60’s. Today Tom and his wife split their time between homes in Florida and Michigan where they 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. For fun he enjoys traveling, fine dining, religion and politics. Listen to Tom in episode 062.
Talking Points:
Assessments can aid in understanding behaviors and communication strengths.
Older shop owners are quicker to terminate.
What would you do differently if you knew you could not fire this person?
Do we hire lifers?
5 years is long today.
10 years plus is outstanding tenure today.

You must sell your company vision when you are hiring.
Ask them their goals? 1yr, 3yr, 5yr … What that means to you.
Set the precedent for training in the interview for training. The level of engagement and excitement about that discussion helps you choose the right person. You want people who want to learn and grow.
Who should be involved in the hiring process?
Suggestion form from your people once a year to make the business better. Be sure to implement one from each team member.
Interviewing and vetting candidates. Considering personality over experience.
How to pick the right person for the team. Include the shop foreman and sometimes other technicians in the hiring process.
Knowing that a twice a year review is required. No matter what style review you do they must be done. See Performance Review Academy Here.

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51 min
August 09, 2017THA 027: Performance Reviews – Best Practices
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.
Helping automotive aftermarket professionals improve; one lesson at a time.
Academy Panel:
Shari Pheasant, “The Queen of Horse Power” is a Certified Behavior Analyst, Entrepreneur, Speaker, Business Innovator, and Coach. She recently returned from a book tour for her book “25 Car Care Tips For Women” that made it to Amazon’s International Best Seller List June 2017! She is a member of Women in Auto Care and owns a service shop with her husband Jeff. Shari is the recipient of the Business Innovator Award at the Business Expert Forum at Harvard in July 2017. She is the creator of Driven from Within, Horse Powered, and Barn Boot Camp; three programs that develop human capital potential for business teams and individuals. (Listen to Shari in episodes 68, 200, 91)
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. (Listen to Rick in episode 242)
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 in episode 193)
Joe Hanson is the manager of his father’s business, Gordie’s Garage. Since he can remember he was either sweeping floors, running for parts or working in the shop and for the past 10 years or so managing all the operations. Joe has attended Management Success, NAPA training, Lawrence Tech University and most recently he is a member of the RLO 20 Group 13. He has earned his ASE C1: Automobile Service Consultant Certification. Under his father’s leadership, he has seen what it really takes to make a business like this work. (You can hear Joe in episodes 177, Academy #2 Resolutions, 226 ASA Connected Cars, Academy #24 on Quality Controls and the 200th retrospective).
Talking points:
Reviews start at the interview.
The only feedback some team members get is a paycheck. You are rewarding their performance no matter if it is good for the business or not.
Reviews need to be used to create personal performance goals. Their soft skills are most critical for the company. Soft skills should be the most important element of the review.
Having a scientific review of your new hire you will gain insight into their communication skills and behaviors. Don’t rule our assessments like DISC.
Co-workers want to know if they are doing a good job for you. They want to be in on things. Let them know that they are contributing the right stuff to the company.
Reviews is a formal way to be sure accountability sticks.
Everyone on the Academy panel does them at different intervals, but agree that they are necessary.
We fire for attitude instead of aptitude yet we hire for aptitude instead of attitude.
Clear goals and expectations are necessary from day one.
You don’t manage people, we manage agreements.
When you are not getting what you want it is easy to point to the agreement.

Reviews are not to punish.
We grew up in the compliance era. Do it my way or get fired.
Today we need a commitment from our people; we will not get it if we dictate.
You owe your people a sit-down discussion.
Take notes on behaviors. Everyone needs to be aligned.
Your core values are the key points to apply all behavior against.
Kirk Richardson. He has no plan during his review for a change in behavior. Either you get on board or you are gone.
Use review to find out what your co-worker’s personal goals are. New home, vehicle, children, college. It all revolved around the job. Help with their financial success.
Performance based pay. Make the owners goals their goals.
The 360° review, the co-worker, the supervisor, and the company.
Every co-worker needs to review their supervisor and the company.
Give your team credit for how they see you and where they feel the company is headed.
When all in the business are held to the same standards this is very easy to do.

No one wants false harmony in the business.
It requires a company of owners.
The feedback is priceless.

Some owners believe they should not push because they do not want to lose a key co-worker. Everyone should be held to the values and culture of the business.
Humility and transparency are key words in the goals of a review.
As a leader, you must go into a review with not one ounce of ego. Bring your self-confidence not your ego to the review.
We all make mistakes how do we move forward and how to we get more of all the good behaviors.
There is a big need in our industry to develop better leaders in all positions including owners.
Dial in your culture as the core values of the business
Your culture is the beliefs and behaviors that determine how a company’s team works together for the good of the team and customer.

Leadership is not new; dedicate your time to reading and understanding leadership. We must grow as leaders.
John Maxwell is a great leadership author.
Top shop owners read books.
You need to be worth following as a leader. And that comes from an attitude of responsibility.
I’m no more important than you. There may be different skills and responsibilities but never more important.
The aftermarket is not unique with needed to become better leaders.

Suggested book ‘A Company of Owners’ by Daren Martin PhD
Co-worker happiness is the ultimate profit generator
Your people are not YOUR employees then can leave anytime.
****** Listen to the life changing story of a review at the very end of the episode.

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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
August 07, 2017THA 021: Getting Things Done: A Discussion on the Challenges of Time Management
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.
Helping automotive aftermarket professionals improve; one lesson at a time.
Academy Panel:
Greg Skolnik, Owner, Manager, and Master Technician, att Motor Works, Inc in Rockville, MD. He is certified as a Master Automobile Technician and holds the prestigious L-1 advanced engine performance and emission analysis certification. In November of 2004, Greg also received his (A.A.M.) degree from the Automotive Management Institute. Hear Greg’s episodes 46, 63 (the value of a business coach) and 69 (e-Myth) and the Academy on Improving Customer Loyalty.
Craig Noel, Owner of 3 location Sun Automotive Springfield, OR . Craig graduated from Lane Community College in 1987 with a Bachelor of Science in Automotive Repair and quickly went to work. He worked for Ford as a Senior Master Technician and then working my way up through the ranks as Team Lead, Service Advisor, Assistant Service Manager.
He has also built ground up Street Rods/Show Cars for over 30 years as a hobby. He was “head hunted” by the original owner of Sun Automotive in 2011 and became GM at that time. As of January 1st 2017, he is the proud owner of Sun Automotive. Craig was also on the Academy discussion on 250K Maintenance Program.
Maryann Croce of Croce Transmissions in Norwalk, CT and a former banker. Along with her husband Tony they own the shop they purchased 17 years ago. Their 4 bays, 4 techs and one service advisor shop is successful because as husband and wife Maryanne and Tony work at their roles and have abundant trust in each other. Maryanne is also a member of Women in Auto Care. Previous episodes 023 and Academy: Expense Control
Talking points:
Be aware of why we are doing things.
When creating you must have the foresight to the outcome.
“Your goals are in concrete but you get there in sand.” Craig Noel
Wins build momentum.
You’ve got to decide what our responsibilities are to ourselves, our families, our business our communities.
Only character walks back from the graveyard. Craig Noel
Let your people do what they are supposed to do. Let them make mistakes and learn from their mistakes.
Awareness of your role. A shop owner has specific job descriptions. (From Bob Cooper episode 236)
Set short and long-term goals for the company
Create the plan to reach those goals
Find the right people
Make sure everyone in the organization is at their full potential
Assure long term viability. Fiscally sound. Stay out of the weeds.

Must work in the business and not on the business. (E-Myth)
Owners do not have a boss. You must schedule your time to make the most of it.
Have a theme day, create a chunk of time to get things done. Know your role and have accountability. Maryann Croce
We must develop ourselves and learn time management. We all have 24 hours in a day.
Time wasters:
Being on Facebook never ends. It can be a big time-waster; however, it is an emotional connection to people.
Technician coming to you to help solve a problem. Lean on you to help solve a problem.
Visual distractions.
Work to limit your distractions.

How to get more things done.
Close door.
Noise canceling headphones.
Clear your desk.
How efficient can you be? Make it a contest.
Define your time-wasting problems and how can you solve them?
Schedule Facebook time. Do it when you are on the treadmill!
Make a list of what you do every day for a week. Categorize them.
What can be delegated?
What is your value to the business?
You need to work on the higher-level tasks that you are most qualified to do.

Hiring great people and delegating to them gives you time back in your schedule.
The accountability factor and follow up. Owners have no boss.
We are time shifting too much that brakes our attention
Create a “roles and goals” sheet for all areas of your life. (Greg Skolnik)

If you try to do too many things you don’t do any of them well.
Get time management classes on Lynda.com
Write down everything you must get done. Then review the list with a ‘should do’ mentality instead of a ‘have to’. Delegate the ‘should do’ tasks.
When is enough, enough and to become a strong delegator?
Show people exactly what you want instead of telling them.

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53 min

About Town Hall Academy - Archive

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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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