Town Hall Academy - Archive

Town Hall Academy - Archive

By Carm Capriotto, AAPBusiness
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Town Hall Academy - Archive episodes

  • THA 003: Top Qualities of a Service Adviser
    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:

    Ron Haugen owns and operates Westside Auto Pros in Des Moines Iowa. Celebrating their 20th year in business this year, having started with one employee they are now at a staff of 25. Ron is an ASE Master Technician, has his AAM certification is an AMI Certified instructor. Ron also provides coaching and consulting for auto shops across the country. Ron is  Co-Chair of Vision, President of the Des Moines ASA chapter and wants to be in Puerto Morelos Mexico whenever he is not in Des Moines. You can hear Ron is episode 107 and 204

    John Eppstein is the owner of John’s Automotive Care in San Diego, CA since 1998, admits he was a better tech than a businessman, but did something about it. One thing he credits for his success is making his customer his main focus. John was honored as the 2016 NAPA ASE Technician of the year.  Hear John in our one on on interview in episode 119 and 200.

    Talking Points:

    • Do advisers need technical experience and knowledge
    • Personality or experience ?
    • They need to be able to connect with a broad range of people and personalities to include the customers, fellow coworkers and vendors.
    • They need to be able to stay calm under pressure and handle all the minor details.
    • Service advisers must have these traits: Integrity, Loves people and be an Extra Miler

      • Sign up to be in the live Academy audience on Friday’s at Noon EST here.

      Be socially involved and in touch with the show:

      Facebook   Twitter   Linked In   Email

      46 min
    • THA 002: Resolutions
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      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:

      • Barry Barrett is the Director of training for RLO Training and former Keynote speaker for VISION, ASA Pennsylvania, and Auto Super Shoppes in New Zealand.   His passion is helping other people find their passion through Service Adviser training.  He believes that you have to Be before you can do and you have to do before you can have all that life has to offer!
      • Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in  business for 30 years. He currently spends his 60 plus work hours collaborating with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill currently serves on several industry and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries and Cardone.
      • Jerry Kubitsy is celebrating 31 years at Summit Transmissions of La Mesa, CA. Jerry started as the front office manager. The company, which started out as a pure transmission shop, now does all types of repairs including tune ups, suspension work and differentials.  Jerry also serves as one of the Directors for ASCCA at the state level, as well as an adviser for two college boards.
      • Joe Hanson was sweeping floors, as far back as he remembers. He ran for parts or working in his dad’s shop, Gordie’s Garage from Roseville, MI. For the past 10 years Joe has been managing all the operations.Under his father’s leadership he has seen what it really takes to make a business like this work. Joe has attended Management Success, NAPA training and most recently he is a member of the RLO 20 Group 13. He has served on the NAPA Advisory Council and attended Lawrence Tech University as well as earning the ASE Certification of Service Consultant.

        • Talking Points:

        • Reasons people don’t set goals
        • How do you keep score of what you accomplished?
        • Having an accountability partner. Do you need one?
        • Time is the most valuable element in our Universe, yet it’s nowhere to be found in the periodic chart.   Let’s spend it wiser

          • Sign up to be in the live Academy audience on Friday’s at Noon EST here.

          Be socially involved and in touch with the show:

          Facebook   Twitter   Linked In   Email

          48 min
        • THA 001: How to Improve Customer Loyalty
          This was our 1st and we were working through start-up technical difficulties. Each week there were improvements made to the quality.

          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:

          Jody DeVere is CEO of Ask Patty. Jody works with automotive retail locations to become Certified Female Friendly, learning how to create a culture and experience that attracts and retains loyal women customers.

          Greg Skolnik, Owner, Manager, and Master Technician, guiding Motor Works, Inc from its inception to the well-established and highly regarded service facility it is today. 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 and 69 (e-Myth)

          John Eppstein is owner of John’s Automotive Care in San Diego, CA since 1998, admits he was a better tech than a businessman, but did something about it. One thing he credits for his success is making his customer his main focus. John was honored as the 2016 NAPA ASE Technician of the year.  Hear John one-on-one in episode 119.

          Talking Points:

          • How do you measure loyalty?
          • Do loyalty programs work?
          • Listen to your customers.
          • Give your customer something positive to remember you.
          • Processes are very important to create customer loyalty.

            • Sign up to be in the live Academy audience on Friday’s at Noon EST here.

            Be socially involved and in touch with the show:

            Facebook   Twitter   Linked In   Email

            45 min

          About Town Hall Academy - Archive

          From the publisher's feed

          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.