Town Hall Academy - Archive

https://youtu.be/2TsUdp6UpZI

Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation.

Bob has over 40 years of Business Management experience within the Independent sector of the automotive aftermarket industry in North America, consulting Independent retail shops on all facets of their business operations. His 18 years of running his own local consulting and accounting firm in Ottawa, Ontario Canada created some of the most productive and financially successful entrepreneurs within the Independent sector today.

Bob is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE.

Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE.

Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business.

Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry.

Listen to Greg’s previous episodes HERE. Transformers Institute HERE.

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

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

• More businesses go out of business from lack of cash instead of a lack of profit. Too many run their business out of their checkbook 
• Undercapitalized, underinsured and lack of cash are indicators when things are not right in OZ
• You need a credit line. Get it when you don’t need it. It will help you grow and sustain.
• Cash does flow to Accounts Receivable. It is not a great place to spend your cash. If your business has fleets then no more than 20% of a six months sales average should be in AR. You must collect your money
• Managing costs is a big component of cash management. 
• Bob Greenwood looks at the amount of labor sold to the total wage package of the entire company. Total grossed-up including benefits. If you achieve 1.30 of total labor to one dollar in your total wage package. 
• Build a reserve fund of cash. Example $10 per RO each month
• Too many spend when they have cash and don’t when there is no cash. This is not a great strategy to manage cash
• Budgeting is not a dirty word. Budgeting is cash management
• When you are spending your cash you have to ask yourself how will this expenditure help my business
• Jeremy looks at cash managementSurvival (Tier 1)Mass scramble to put cash in the bank
• Stability (Tier 2)Know you can cover the bills, accounting in order, where is the cash coming and going
• Significance (Tier 3)Begin to grow wealth
• If you are not making enough money, charging a fair price (enough) is important. You have to believe and have confidence in what you are giving for value received for your customer
• Triple check your margins. Bills are paid out of gross margin dollars, not margin percent.
• Watch the TV show ‘The Profit’ and learn something
• Target market a specialty you and your team have
• Get a business coach so you can learn the power of Key Performance Indicator measures
• Will an equipment purchase or lease generate enough revenue to pay for it? You will need to be sure you are doing all you can to market and sell the services that support the equipment purchase. How will you pay for the equipment
• Service advisor role is to bring in the profitable sales
• Bob looks at billed hours per Repair Order [RO]Create daily and weekly objectives and share with the team every day
• If billed hours are weak then you are missing a lot of opportunities
• The average shop is 1.4 - 1.7 billed hours per RO for consumer work and it should be 2.5Find ways to bring it up
• There is money in tires maybe not the best margin, but money is there
• If you want to sell your business to a big player you’ll need to have tires in your mix
• Do not co-mingle funds. Personal is separate. Don’t devalue your company with personal assets on the booksKeep personal and business separate
• Slow down and think about your business so you can evaluate your business. Know your numbers and ask how are you utilizing your cash
• Take action. Save some money each day.
• Pay your people well. You need profit and cash 

Resources:

• A special thanks to Bob Greenwood, Jeremy O'Neal, and Greg Bunch for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

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

https://youtu.be/GhJt-YtPMqA

The Panel:

Bill Haas, AAM, is the owner of Haas performance consulting LLC, with 40 years of experience in the automotive service and repair industry. Clients have access to Bill’s solution-based focus, expertise, unique perspectives and in-depth knowledge of the industry.

Bill began his career working part-time at a full-service gasoline station in Appleton, Wisconsin. His career includes time as a technician, shop owner, technical trainer and on the staff of the automotive industry’s oldest and largest association representing automotive service and collision repair businesses. While at the association Bill had the opportunity to work with all segments of the industry.

His knowledge of the industry has been shared on many occasions as he has been invited to speak at numerous industry events as well as providing testimony at hearings of the US Congress and several state legislatures on important legislation and regulation affecting the automotive industry.

Bill received the Accredited Automotive Manager (AAM) credential from the automotive management institute in 1996 and has been a member of the automotive management institute’s faculty since 2002.

Bill is also the business manager for NACAT, the North American Council of Automotive Teachers. His services include business management seminar development and delivery, keynote presentations, business consulting, performance coaching, and strategic planning facilitation. Listen to Bill’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 brings to the table a career’s worth of technical experience, twenty plus years of management experience and four years of fleet management experience. 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 shop owner since 2006. Rick owned and managed several successful automotive repair shops.

Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications such as AutoInc, MotorAge, Parts & People, Auto Report, Automotivation and Ratchet & Wrench. His blog was voted one of the top 10 in the country and was featured in Success Magazine.

In addition, while a shop owner, he has served as

• President of the Massachusetts & Rhode Island chapter of the Automotive Service Association,
• Mechanical Director of the Massachusetts & Rhode Island Chapter of the Automotive Service Association and
• A member of the ASA National Mechanical Operations Committee.

Rick has been training and speaking at industry events across the country including AAPEX for the Auto Care Association, VISION for ASA Midwest, EXCEL for AASP MO, Shop Survival Summit for AASP PA, ATE for ASA NW and ASTE for IGONC. Listen to Rick's previous episodes HERE.

• Fear. The unwritten rule that we are supposed to be cheaper than the dealerThe cost of repairs is higher than ever; don’t be afraid to charge properly
• You can’t grow a business from a place of fear
• Rick White: I would rather explain my price one time rather apologize for poor quality over my lifetime
• Don’t treat your customers like the dealer. You will quickly go out of business
• Our value proposition for the customer should take the fear of a proper mark-up out of the equation.Do you deliver: Trust, safety, warranty, accessibility, reliability, timeliness and dependability to your relationship.
• Start with your net profit strategy in mind. Parts Mark-up is an important element in supporting your net profit goals.
• Dealers mark-up the parts they use in their service baysSome customers say they can get the job done at the dealer for less money. That should be an easy value proposition to sell against
• List price does not predicate what you should sell the part for.
• ‘Dealer Parts’ is the wrong phrase to ever use. A part is a part is a part, wherever you get them (careful not always true). Aftermarket or Dealer Parts should have no bearing on any pricing strategy, quality, performance, risk, exposure and warranty among other reasonsCall your suppliers Primary Vendor and Secondary Vendor. Do not mention supplier or Dealer.
• All parts should be put through a matrix
• Use the HAND test for each part purchase invoice. Cover up the vendor name with your hand. It doesn’t matter where you purchased the part. You’ve got to make a proper margin
• Get off the price point and talk about your value proposition. The entire team need to be on this page
• Three Questions to Qualify a Price Shopper. You are looking for the right customers.What makes you think you need a ____________
• Why didn’t you have the other shop do the repair?Too much money and doubt may be the answer
• It sounds like you are looking for a second opinion
• With a price shopping customer, you are only going to build a transactional customer. No referrals, no retention. Just based on price today. No loyalty. No trust.
• You need the confidence that it is OK to make money. You must be the CEO of the business   
• Find the businessman in you
• If your margins aren’t right, where else are you making up the margin? Your net profit will never exist if you are not being a businessman and making an overall margin that allows your net profit to be there so you can take your quarterly dividend
• Service Advisor training on how to deal with price objections and sell with confidence your value propositionShop owner needs to provide the overarching culture: Mission, Vision, Purpose, and value. It is easy to sell this
• Value shoppers are your targets
• Help your customer to the degree that you can make a profit when you find that there isn’t a match, send them to your competitor that does everything for cheap
• Fear. What should you be afraid of?Afraid of a customer leaving
• I may charge too much
• I can’t meet payroll
• Fear that you are not making enough money!!!!!!!!!!!!!
• When you charge enough you can do amazing things for your customers
• Google Search on John Ruskin. Find quotes from his. Inspirational
• It all starts with a net profit goal and then building a gross profit margin model that attains that goal. Remember you pay bills with gross margin dollars
• You sell solutions not parts or labor 

Do a google search on John Ruskin to find some great quotes. https://www.brainyquote.com/authors/john-ruskin-quotes

Resources:

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

Facebook   Twitter   Linked In   Email

Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

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

https://youtu.be/fqXXoQrnPtA

The Panel:

Devin Kelly, All-Star Automotive, Columbia, MODevin Kelley is a passionate entrepreneur with a technician background. As a shop owner, he is responsible for general leadership within his company. This puts him at the front-line of the fight for a more professional auto repair presence in his community and helps maintain his companies positive reputation.  While acquiring another shop and brand in 2018 Devin doubled capacity going from a four bay shop to eight. With the new brand and downtown location his company grew annual sales from $370,000 to $1.8M in 2019. The new brand's prior year losses turned into big profits with new ownership. Devin admits these changes would not have been possible without becoming more mindful and organized when the challenges grew relative to the sales. Having ATI coach Paul Marsh, MWACA mentor Ron Haugen and AutoVitals coach Bill Connor provided invaluable guidance while the shops high performing team set all new company records.  He is excited about how advancing the automotive industry enhances opportunities for his team and improves perceptions of auto repair professionals. When Devin isn’t working, you’ll find him going on adventures with his wife, working out in the gym and riding laps on a motocross track.

David Roman began his automotive career in 1999, attending an automotive technical school at a local community college. While attending college, he took a part-time job at a large parts retailer, hoping to gain some experience in the field. This part-time job turned into full-time employment, as he was promoted to management, culminating in placement as a store manager in East Central Illinois.

David discovered a passion for helping people and sharing his automotive knowledge. This passion for serving others allowed him the opportunity to successfully manage multi-million dollar operations in Illinois, the St. Louis area, and eventually Kansas City. His approach to customer service garnered him several accolades and awards, something he eventually wanted to bring to automotive repair and service.

In 2012, he opened Done With Care Auto Repair with the goal of bringing exceptional customer service, transparency, and honest work to his clients. The business was started with only some savings, no prior clients, and no history. Over the last six years, David has been able to bring a servant’s mentality to helping his clients with their automotive needs resulting in loyal customers, excellent reviews, and a solid reputation. Find other episodes that feature David HERE.

David Johnson, DJ Auto, Provo, UT

• The overall root of this problem is having confidence
• We are behind the times addressing labor rates because many do not know how businesses work
• Losing car count is not the goal, however, consider 95% of your profit is being done by about 50% of your customers. Losing a few customers may be OK. It will happen, but it should not hurt your business
• You need an acceptable labor rate that equates to an acceptable level.
• Parts margins must be considered in the solution
• Parts to labor ratios are correct
• The psychology of the sale at your counter is critical
• If we are running a good business we are not competing with price. We are competing on value and experience
• Take pride in what you do. Do you have the self-esteem to make this happen?
• Your staff needs to know your strategies and the reasons for all that you do
• You must practice your value proposition; the ‘talk’ you have with your customer.
• You are willing to pay top dollar at a restaurant because you get so much more. No different than at your shop
• Find your confidence. You’ll do more to help your business
• You do not need a Taj Mahal shop. Keep your shop clean, presentable and professional. Present your enthusiasm, confidence, that you have what they need and speak to your value proposition. Find your differentiation.
• Price becomes irrelevant
• David Johnson give lifetime battery warranty
• When he replaces he considers that cost as marketing for customer retention
• He has a higher installation fee, but find his retention is very high
• Most shops labor rates are artificially low
• Raising your labor rate doesn’t have an impact on the customer than you think
• Don’t call the neighborhood to test your labor rate. Every shop has their own profit structure. Many are not business people who really understand how to set the correct labor rate
• David Johnson is $30 per hour higher than dealerships in his market
• As an industry, we must do more work on pre-scheduling customer work. Like the dentists do
•  Practice your value proposition so you gain confidence. When you are not rehearsed or prepared you’ll cave and start to discount
• You cannot sell anything if you don’t believe
• Help your service advisors with key trigger words
• The presentation is more critical than ever
• Remove clutter from counter to keep your customer focused on the service advisor. Too many signs can distract from your message
• You can get great ARO from the power of your counter
• Learn the psychology of selling
• True success can happen when you get out of the daily grind and observe what is going on with your business
• Change does not have to be overwhelming
• Start somewhere. Go to training. Take an online course
• Find information that can teach you something you need to do better
• Your largest opportunity to have a strong labor rate will be on how you talk and present to your customers. Your value proposition should nail it
• You need to have multiple labor rates
• Diagnostic rate. You’ll need to be at least $4-$5 per minute. You have no profit in diagnostic time so you need to make up for it.
• Set profit goals and then work backward to cut costs, set sales and margin goals will help you achieve your profit goals
• Your labor rate needs to be dictated on what the market will bear
• Even if your shop is paid for don’t have an artificially low labor rate
• Ingrained into us is the ‘Hero Syndrome’ our pride gets in the way of running a profitable business
• David doesn’t sell batteries he sells a car that will start
• How much do you charge per hour? A question Devin Kelly like to hear.
• It depends on what we are dong
• We don’t charge the same time vs oil change or enging change.
• SWOT is an exercise you need to do (Strengths, Weaknesses, Opportunities, Threats) Consider this exercise with both short and long term timelines. Then create your strategic plan from these findings.
• Build on your Strengths
• Fix your weaknesses
• Manage your opportunities
• Deal with Threats
• Listen to a great podcast on SWOT THA 040 Here https://remarkableresults.biz/town-hall-academy/a040/
• Don’t be afraid to try something new.
• Implementing will never kill your or the business.
• Being afraid makes you stupid.

Resources:

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

Facebook   Twitter   Linked In   Email

Subscribe to a mobile listening app HERE

Thanks to Shop Ware and Jasper:

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

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 re-manufactured drive-train 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

The Panel"

• Bryan Gossel, BG Automotive, Fort Collins, CO
• Sue Morsching, Elysian Auto Service, Elysian, MN
• Heather DePriest, American Garage Chinook, Montana

https://youtu.be/4KC11NYHW40

•  The CEO’s responsibility is to make the phone ring.
• You must create a year-long marketing calendar to help prepare (anticipate) for special events, seasons, holidays, etc
• Compare your numbers from each year
• Plan the year but allow for flexibility
• Marketing Tools: If you were not built to do this; delegate.
• Facebook/Social Media Trends. It must be organic and not industrial. Localized and personal. If you have a service that does your social media marketing you must provide content.
• What is going on in your shop, your life, your community
• Make it fun
•  Mailers
• Make it human and not institutional with a picture of your shop
• Family, team, local
•  Google Reviews
•  Email blasts
•  Phone calls (personal touch) – people in small communities love and expect this
•  Provide the Ultimate Customer Experience with DVI’s
• Customers appreciate knowing what is wrong with their car in a high-tech format
• Transparency - proves what we are telling them is true, especially when you circle the issue in the photos.
• Showing the car’s overall health - gives them a good feel for whether or not they are going to need to budget for repairs.
• Heather markets DVI as a ‘Complimentary Courtesy Check’
• Marketed as a comprehensive vehicle health record
•  Pickup and Drop-off/Loaner Cars
• Making the process easy for the customer (remember its not their favorite day when their vehicle breaks)
• Taking the stress off of them by giving them a vehicle to drive or pick up/drop off services
• It gives them value in what they are spending with you.
• Important when you are in the country and long distances between towns
• Be their transportation solution
• You need to have a good website that is welcoming to people
• It cannot be institutional. Pictures from your place and environment
• You have 3 seconds to sell to them
• Phone scripts necessary to keep a consistent relationship building
•  A good AdWords campaign, Use Google My Business, Google reviews.
• Track your investment in Adwords and discover your ROI
•  Facebook and Yelp post and responded to questions, Geo-targeting with Facebook.
•  Build relationships with Businesses that are close to you. Like any services, you would use plumber’s, HVAC, Electricians and so on.
• Go to the Gym that is closest to your shop and get to know people there.
• Get to know the people at the gas station, coffee shop, liquor store, body shops and so on, so when they need something or someone asks them who they use it is you.
•  If you aren’t a people person then hire one who is.
•  Hire Happy people, once you have done all the work to get customers in the door they need to want to come back and spread the word that you are the shop to go to.
• Always have a business card on you
• EDDM mailing 3 times per year - New Customers, replace moved or passed away customers.
• Marketing with your local schools - foam fingers sold by the volleyball team School logo on one side and your logo on the other side. Two pictures to post to social media weekly from the volleyball team.
• Google - reviews, weekly posts, and ads
• Ask for a review
• Consider a service that will send a text or email to complete a review
• Make it easy for the customer to leave a review
• Doughnut Fridays - every Friday at Elysian Auto Service donuts for anyone that stops in. Photos for social media for everyone.
• Red carpet - small gifts left in vehicles for customer’s cookies, candy, car coasters, and air fresheners. (Business Card asking for google review)
• Local bike give-a-way at school
• Ask the charities or community programs you are helping to provide you pictures you can use on social media
• Use text to pay as another convenience

Resources:

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

Facebook   Twitter   Linked In   Email

Subscribe to a mobile listening app HERE

Thanks to Shop Ware and Jasper:

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

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 re-manufactured drive-train 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

https://youtu.be/PaUb_v28Qfk

David Justice has been an auto care professional for over 30 years. He grew up in the family business working for his father. At, a young age David purchased his father’s business and went on his own. Over the years David had multiple Shell Gas stations. Find David’s other episodes HERE.

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

Maylan Newton from ESI – Educational Seminars is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward on two episodes … 108 and 140. He is a much sought our speaker at industry events in the US and Maylan will speak at this year’s Automechanika among others. Find Maylan’s other episodes HERE.

• Labor rates will make the biggest impact on the shop
• This can be the hardest to understand and manage
• Understand the KPIs behind productivity
• You’ve got to understand your labor costs
• Like effective labor rate
• Shop owner has to overcome the emotional part of the money to raise the hourly rate
• Customers are not affected by this
• Only the shop down the street who is trying to stay under you by $10
• Attorney’s charge $700 an hour. We do things as difficult as they do
• Become a businessman and stop making emotional decisions
• We need to get paid for what we know
• If you had a slow week it is not because you have a high labor rate. It usually has nothing to do with what you charge.
• Too many shop owners manage their cash from a general fund
•  A high percent of Profit and Loss statements are incorrect
• Managing the business through the numbers are foreign to many shop owners
• It is dramatic to see what real earnings can do for a shop
• Implementation is the key. Accountability drives change and success
• Money is not made by fixing cars. It is made by the pencil.
• Understand your self-worth
• The appliance repair person charges $300/hour with no scan tools. We pay the bill because we don’t have the time
• If you understand your business (have business sense) automotive repair is a great industry to be in
• How many owners have not cashed a paycheck. That is a signal that you don’t even have a job but a hobby.
• Being productive and profitable does not necessarily equate to labor rate. There is so much more to improved profitability
• Go to classes and learn about the financial side of your business
• If you don’t actually implement what you learn you’ll have wasted your time and money
• Average $700K sized shop is leaving $140K on the table
• Consider twenty groups and the knowledge sharing through peers
• When your business runs well it is life-changing. When you’re struggling the stress is terrible and life is not good.
• 99% of the coaches teach the same thing. It is the implementation that differentiates.
• We work on high tech vehicles and run our business in a low tech fashion
• The power in observing other businesses and attempt to understand how they run and make money. YOu will learn something that makes you and your business better.
• Many shop owners are prideful and keep digging a deeper hole
• You must admit you don’t know it all and that is OK. It is time to learn a new way to do things. Change must be implemented. Stop struggling and get help.
• Hire someone to hit you over the head and push you into a more profitable business and therefore a happier life. It is fun to WIN
• Why do some shop owners excel?
• Pride put on the shelf. Learned. 
• Ego is killing the majority of shop owners. They do not want to share their failures because they pretend they don’t have them
• Fear makes you stupid.
• Farmer are rich in their harvest time and poor when the crops are growing
• They make better decisions when they are harvesting and bad decisions during lean times
• A perfect analogy for our industry
• Book mentioned by Maylan: Your Broke Because you Want to Be by Larry Winget https://amzn.to/2r6buK0 on Books page HERE.  
• We create our own problems. We advertise price. We are a high tech business and we need a lot of training and equipment to do that.
• A Ford F150 has more lines of code than a Dreamliner Airplane
• There is a value in fixing a car correctly
• We are $100 behind a labor rate curve
• We cannot pay techs a starting wage of $14 - $16 an hour.
• We cannot be afraid to make tough decisions. Successful people fail forward and then try again
• Failure helps you learn
• You should charge by the job not by the hour or by part
• Is service a better word than labor?
• Learn as much possible, learn the numbers and implement and if you need an accountability partner to move you then do that. Make you the best you can be
• Your labor rate must go up at least the cost of living every January

Resources:

• A special thanks to David Justice, Cecil Bullard, and Maylan Newton for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Facebook   Twitter   Linked In   Email

Subscribe to a mobile listening app HERE

Thanks to Shop Ware and Jasper:

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

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 re-manufactured drive-train 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

Andy Massoll second-generation owner from Curt’s service in Oak Park, Michigan was featured in episode 29. He and his dad Curt build their 15,000 sq ft dream shop in 2012 and you can hear about all the Green Capabilities of his shop in episode 29. His main location focuses on specialized services such as European, Asian, hybrid and fleet. Andy recently opened his first branch with a partner in a more rural setting. He and his partner Jim were consulting for the business but decided to buy it instead. He is also a member of CCPN and ASA. Andy’s previous episode HERE.

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

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

Tom Ham, with the help of his wife Deb, is the creator and owner of Automotive Management Network a 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 ’60s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines.  He writes extensively on industry topics.  Discover Tom’s previous episodes HERE.

Key Talking Points:

Resources:

Facebook   Twitter   Linked In   Email

Subscribe to a mobile listening app HERE

Thanks to Shop Ware and Jasper:

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

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 re-manufactured drive-train 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



David Roman began his automotive career in 1999, attending an automotive technical school at a local community college. While attending college, he took a part-time job at a large parts retailer, hoping to gain some experience in the field. This part-time job turned into full-time employment, as he was promoted to management, culminating in placement as a store manager in East Central Illinois.

David discovered a passion for helping people and sharing his automotive knowledge. This passion for serving others allowed him the opportunity to successfully manage multi-million dollar operations in Illinois, the St. Louis area, and eventually Kansas City. His approach to customer service garnered him several accolades and awards, something he eventually wanted to bring to automotive repair and service.

In 2012, he opened Done With Care Auto Repair with the goal of bringing exceptional customer service, transparency, and honest work to his clients. The business was started with only some savings, no prior clients, and no history. Over the last six years, David has been able to bring a servant’s mentality to helping his clients with their automotive needs resulting in loyal customers, excellent reviews, and a solid reputation.  Find other episodes that feature David HERE.

Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994

Their time building Accurate Automotive, Inc. has been very adventurous. Along the way they have been fortunate to have received awards but mostly Kelli treasures her involvement in ATI and being a part of the sole all women 20 groups, Leading Ladies.

Kelli is the mother of 2. Morgan (daughter), Corbin (Son) both married now and working in their careers. Corbin is a father of 3 which makes me a Nana who LOVES to spoil her little’s!!!   Listen to Kelli’s previous episodes HERE.

Key Talking Points:

Resources:

Facebook   Twitter   Linked In   Email

Subscribe to a mobile listening app HERE

Thanks to Shop Ware and Jasper:

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

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 re-manufactured drive-train 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

The Panel:

Kim Walker from Shop Marketing Pros is a social media expert. Kim’s experience includes a school counselor and teacher. Her husband Brian, started his own shop while he was a Mercedes technician in North Carolina. Then asked Kim to leave her school job and join his service business. Then for specific reasons left to go back home to Louisiana. It was almost destiny that they engaged with Shop Marketing Pros. As a former shop owner, Kim’s advice and expertise on social media is perfectly matched because she’s been there and done that.

She is on the Car Care Council’s Women’s Board, an ATI and Management Success Graduate, and their shop was a Motor Age Top Shop winner two years in a row. Their shop experience is without question, so when she talks about social media as it relates to the automotive service professional, she has the experience that matters. Look for Kim’s other episodes HERE.

Tom Lambert, owner of Shadetree Automotive. Tom Lambert got his start right at home. His dad and uncles always had projects going on in the home garage. During the summer vacation, his dad would have Tom remove engines from the vehicles that were being sent to the local machine shop for rebuilding.

In the past three and a half years, Tom and his dad have made strategic adjustments in the business. They are now a $2.5 million dollar a year shop with 10% annual growth and profitability. They continue to improve every day. Tom says he has the best team and a strong culture. In January 2017 Tom bought his dad completely out of the business.

Tom struggled for many years because he had lost his passion for the auto industry. After receiving all the guidance and coaching over the past few years, he is rejuvenated and has more passion than ever and is currently doing everything he can to pay it forward to other local shop owners. Tom’s previous episodes HERE.

AJ Nealey got the mechanical bug at a young age playing with Legos. The bug quickly escalated to wrenching on his own car in high school, to his first full-time job as a technician and also to a racing career.

He started Nealey Auto Service, Edgewater, MD, out of his one bay garage in 2011 after his racing career came to an end. After he married his wife, Stephanie, in 2014. AJ and Stephanie decided to focus all energy and resources to grow Nealey Auto Service. It all started with taking RLO Training’s Guerilla Shop Management course. Since then, they have grown to a 9 bay facility with 8 employees and have increased sales a total of 1172% since then. Listen to AJ’s previous episodes HERE.

Key Talking Points:

• Allow your story to be your story. No shame.
•  Understand your problem and admit it
• Don't get behind on taxes.
• Debt Snowball - Dave Ramsey's Financial Peace University
• Make the hard decisions. Downsizing may be a gift. 
• There is always a way out. It might not be the most pleasant. 
• Really know your financial numbers
• Really know the difference between your management numbers and your ownership numbers (understand the balance sheet)
• Goal setting around $$ in the bank and debt reduction rather than income.
• You can get into debt because of the lack of clear goals and plans. 
• Be sure you have a good CPA
• Have a smart board of directors. For many in the industry, their 20 group serves this purpose of accountability and comparison
• Why did you get into debt in the first place?
• "Profit First" banking as a tool to help with debt reduction
• Proper forecasting is crucial with good/better/best scenarios
• Increased sales can help your expense issues if you are controlling your expenses Increased revenue will still not always fix an expense issue...but only enhance it. Don’t spend the increased gross margin dollars
• We tend to spend money we have available but is allocated to other obligations especially if all the monies are in one bank account
• Sometimes we need to make lifestyle changes that fix our bad habits
• Just because you have a business doesn’t allow you to swipe your credit card anytime you want
• Shop owners need to remember to be nice to themselves. Quit pricing not to be profitable. 
• Some of your fires may not be fires if you put some thought to it.

Resources:

• A special thanks to Kim Walker, Tom Lambert, and AJ Nealy for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Facebook   Twitter   Linked In   Email

Subscribe to a mobile listening app HERE.

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

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 re-manufactured drive-train 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

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The Panel:

John Eppstein is the owner of John’s Automotive Care in San Diego, CA. He is the incoming ASCCA President. 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 one interview in episode 119, 200 and Academy 003 on the Top Qualities of a Service Advisor. Look for John’s other episodes HERE.

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

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

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

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

Lisa Eckler is an executive assistant by trade, and a native upstate New Yorker – and somehow managed to marry a Red Sox fan!  Lisa’s background in office management and marketing brought a new facet to the business. When she left her position three years ago, Lisa became the business and marketing manager for Foreign Car Specialists.  In her new position, she has increased customer awareness for the business, increased the shop’s search engine optimization (SEO) and has brought the business to the first page of Google’s organic rankings for search engine results.

Lisa has two boys who are grown and gone and a daughter still at home.  Kevin’s teenage daughter and son live with them full time and rounding out the family are four cats, a perfect dog and 11 chickens who provide breakfast and entertainment daily. Find Lisa’s other episodes HERE.

Key Talking Points:

Resources:

Facebook   Twitter   Linked In   Email

Subscribe to a mobile listening app HERE.

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

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 re-manufactured drive-train 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

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In the photo, left to right: John Long, Frank Scandura, Jennifer Wiens, Vic Tarasik, Jeannie and David Light, Jammie and Eric Carlson, Carm Capriotto

You’ll learn the value of shop tours from this Remarkable Panel:

Key Talking Points

Resources:

Facebook   Twitter   Linked In   Email

Subscribe to a mobile listening app HERE.

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

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 re-manufactured drive-train 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