Town Hall Academy - Archive

By Carm Capriotto, AAPBusiness

Town Hall Academy - Archive episodes

November 07, 2019THA 144: Drug Testing in the New Age of Legalized Cannabis
Judy Zimmerman Walter is co-owner with her uncles and the CFO of, this 57-year young service business. Zimmerman’s Automotive, Mechanicsburg, PA is a true blue ‘family enterprise’ with 12 out of a team of 29 team members that are ‘IN THE FAMILY’. Zimmerman’s is a top automotive repair facility along with a quick lube and a used car division.
Among her involvement: Women’s Board of the Car Care Council, AASP-PA Alliance of Automotive Service Providers, and the Auto Care Association. Listen to Judy’s other episodes HERE.

Noah Frank, ESQ, enables businesses to excel under increasingly regulated and taxing environments while protecting them from harmful litigation. He is a trusted partner to a variety of businesses, such as manufacturers, professional services, restaurant chains, medical practices, importers, contractors, and closely held companies.
As a member of the Labor & Employment Practice Group, Noah provides practical and thoughtful advice, strategy, and solutions in a full range of employment, corporate, and workers’ compensation matters. He provides comprehensive labor and employment counseling on compliance, policy implementation, and risk mitigation of wage and hour, discrimination, harassment, leave interference and retaliation claims, including under the FLSA, Title VII, ADA, ADEA, FMLA, OSHA, NLRA, Worker’s Compensation, unemployment, and state and local laws.
He provides advice to cannabis businesses on their employment practices.
HONORS
Selected to the Illinois Super Lawyers List of “Rising Stars”: 2012, 2013, 2014, 2015, 2016, 2017, 2018, 2019

Frank Scandura, Franks European, Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years of writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.Key Talking Points:
There is no legal advice provided in this episode
Federal level Marijuana remains unlawful
Some states have legalized it from a medical perspective, recreational perspective or decriminalized it with some small possession like a traffic ticket
What are we going to with our safety-sensitive positions such as DOT
Random drug testing is costly and must comply with rules/laws that are on the books

No law will protect use, possession, consumption or impairment in the workplace.
Zero impairment to test drive the vehicle

Pre-employment testing state by state may be difficult to enforce. Please check with council
Be sure you discuss liability with your insurance providers including your workman’s comp provider
Our drug testing policies must be very specific
If a mandatory drug test after an accident, what constitutes an accident?
Many shop owners do not want their people to work on their client’s vehicles while under the influence
The laws have changed access, it is easier
Blood tests are more accurate than urine tests. You may need an authorization form person
No law will protect use, possession, consumption or impairment in the workplace
How you test for it is different.
Zero impairment to test drive the vehicle
For multi-state employers will need to learn each state’s law
It is time to get the council to outline testing for Cannabis
Example in Indiana, pre-hire, random, reasonable suspicion post-accident, these tests are fully available to the employer
In a medical-only jurisdiction, you’ve must understand the scope of the law
Frank: If you have a drug policy, you need to follow it as an owner/professional. You cannot discriminate and if random drug testing it needs to be purely random.
Judy has an issue with a performance termination, however, the person was on medical marijuana because of an accident
Judy consulted many people, insurance carrier, her attorney, medical marijuana specialist, state police, legislators
Painful experience and loss of respect of team in shop
Lack of information on medical cannabis. There is an underlying medical issue as it relates to medical marijuana and that privacy is protected.
We cannot sit and wait because we can become the case that sets an example of what not to do. Spend time with your HR professionals, Insurance providers, and council
Worry about wrongful testing, wrongful termination, and wrongful hire, refusal to hire especially when it comes to medical cannabis (there is a confidential nature in this). No one knows today how the courts may decide
How do we know if an employee is at risk (impaired) in performing their job or driving a client’s vehicle?
Do we need a crystal clear random testing policy to help minimize our risk to the company, team and client?
Even if you have a zero-tolerance policy the law in each state will outline if mandated testing can be done.
Safety is a big issue.
Some states have laws for testing for cannabis for pre-employment depending on the type of job.
The laws that legalize the use of cannabis aren’t on the same par with impairment.
Tests show use not impairment
Know your operations, your unique risks, and risk tolerance and update your policies procedures and training to meet your unique needs.
Speak to council that know employment laws

Resources:
A special thanks to Noah Frank, Judy Zimmerman Walter, and Frank Scandura 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 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
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
44 min
October 31, 2019THA 143: myASE Renewal APP – There’s an APP for That!

Kevin Lekas is the Project Manager for Special Testing Programs at ASE
Ron Meyer is the COO of Higher Learning Technologies (HLT) our app developer. HLT has an impressive story about their products in the nursing industry.
John Tisdale is the AVP at ASE. John has been on this project since inception. John has been with ASE for over 23 years and has a lot of historical insight about ASE.
Rudolph “Rudy” Mestaz is an ASE Recertified Master Automobile Technician with L1. He has been certified since 2006. He has 3 employers in his profile and all 3 of them are aftermarket. He is in southern California and has been a participant in the myASE Renewal program since the first couple
Other episodes with an ASE connection HERE.

Key Talking Points:
Why Create myASE Renewal APP
This is a learning APP to support life-long learners as well as supporting certification. A different approach and perspective that will transcend not only certifications but learning
ASE created the app as a result from technicians who want a better way to recertify and keep their credentials current
Continuous engagement with your ASE certifications
What can ASE do to help me understand a question I got wrong and how can I learn about the correct answer
To help techs identify gaps in their knowledge
The need to reinvent the recertification process
The app is about 9 months old and in BETA
There are technicians earning certifications as the app gets fine-tuning

How does it work?
Very intuitive and easy to get involved
www.myaserenewal.com
You get a free three-day trial so you can get a flavor of how the site works
You learn why the answer was incorrect and you get up to three chances to answer a similar questions if you fail to have the correct answer

Based on the certification you’ve earned you will receive one question per month. These are ‘core questions’
30 days later you will get another question (one per month per certification) Every correct question you earn a point and you can earn a one-year extension with eight points per certification. You can earn one point per month per certification if you get the question correct
A Master Technician will receive eight questions a month. One for each certification

Some questions seem manufacturer-specific
ASE replies that they are keeping with late-model technology and leading-edge tech
Learning moments happen when techs look into the answers they may have gotten wrong.

Test takers will learn why an answer is incorrect. The APP is the only vehicle that allows this learning opportunity
You can see others who have left comments.

A test can be taken on android, apple or even a desktop
Download the app on the Apple App Store or the Android Play store

Questions and content is being delivered separately for the app
ASE believes the app adds a higher level of value. Tests don’t teach the app will
ASE has not promoted the app because they continue to be in Beta. They continue to research acceptance of the app and spend time talking to the limited users
Many technicians have let their certifications lapse. This app may just help you get re-certified while learning as you go.
No time off work
No travel to a testing site

There is a private Facebook page for techs that have downloaded the app
ASE wants to focus on leading-edge technology, so there will be questions reflecting the new tech

Resources:
A special thanks to Kevin Lekas, Ron Meyer, John Tisdale, and Rudolph “Rudy” Mestaz 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 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
41 min
October 24, 2019THA 142: Business Coaches Lab – Building an Enduring Business Culture – Part 2
Academy Panel:
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.
Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor.
He owned and managed several successful automotive repair shops. Currently, Rick is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company proudly serving the independent auto and truck repair owner since 2006. Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications. Rick has been training and speaking at industry events across the country including AAPEX, Vision and for AASP PA just to name a few. Find all of Ricks contributions to the podcast HERE.
Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC).
It is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. It’s 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’s previous episodes are HERE.
Key Talking Points:
Culture is the foundation of your business. It reduces frictionAllows your people to flourish
Perfection is not attainable. Shoot for your best with a culture of continuous improvement
People will want to work at your shop if your culture permeates
Let out your authentic you.
It starts with the owner/leader
Great culture has great standardsPeople feel it and believe in it
People are kept accountable that attract people who want to be part of thatWhen you don’t hold people accountable they become unsure of themselves
Find your hidden strengthsUse your personal coach. They see more in you than you do
What are they? Find them
Strengths Finder 2.0 BOOK and Test HERE
Find your talentHire to build on your shortcomings “Hire Up”
Hire smarter/better than you with more talent than you (insecurity)
Too busy managing your tasks and not your outcomes
Culture happens. You have a culture. Does it do for the business what it needs to do? If not, you consciously need to create the one you want (enduring)  Invest in building your culture
Culture is not what you talk about it is what you live
Rick White to his daughtersBoys will confuse you. What they say and what they do are different.
Always look at what they do.
Behavior Never LiesIf you act contrary to what I want to create in your business, your people are watching and will learn from your action
Consider assessments on yourself and your peopleStrengths Finder 2.0 (Discover what you are good at and what makes you happy)  LINK HERE
Do what you do best. Learn more about it.
DISC – Communication behavior assessment – From Tony Robbins LINK HERE
Creating your culture is just one small part of the responsibilities of the CEO. You can’t lead from the creeper or the front officeHaving structured conversations with your people
Recruiting, Marketing, Growth Strategies, Leadership are SUB-Cultures
Never assume your people know what you mean or say. Be clear communication with your teamAsk them to explain to you what you just said. Get a confirmation that the message got through
What they think they heard is more important than what you said
The accountability mirrorWe don’t hold ourselves accountable to our actions, we hold ourselves accountable to our intentions. Thinking about something does not create actions and demonstrates a lack of leadership and trust
Where you put your attention and how you live and what you do creates your culture.
Focus on growth, ingenuity, invention, and productivity and hold all accountable this breeds your culture
Discipline is a good word. Hard conversations need to be had
Learn from our failures and grow from your success
Mistakes are OK. Multiple mistakes are pattern failures. Patterns need to be dealt with
You may never be happy with your facility/environment. Do not let that stop your drive for the best culture. Look for the potential in everyone and the business and move forward in building a strong culture.
Get your people to see the movement, they will get on board
Trust is one of the most important components in building an enduring culture. Trust at every level between team members
Pick important things out and work with your team to improve the company and build a culture of team, accountability, and trust
Culture is not a hard concept. It will help your people thrive. It creates standards and accountability. Easy wins will make a big difference.
The leader acts in concert with the vision of culture being created
We need more open and honest clarity and consistency from our CEO’s with effective and clear communication with the team.
Talk strengths and weaknesses with the team.

Business Coaches Lab Series:
Building an Enduring Business Culture Part 1
Improving Shop Efficiency
Art of Implementation: How to Get Things Done
Five Dysfunctions of a CEO
Standards
Leadership

Resources:
A special thanks to Bob Greenwood, Rick White, and Cecil Bullard 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 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
39 min
October 17, 2019THA 141: Selling Your Business – Valuation Strategies

Academy Panel:
Bob Ward
Bob Ward is the President of Wardden LLC, Bob began his business career at a franchised car dealership, overcoming obstacles to learn and earn the required skills to become Controller, General Manager and then, a minority owner of Tacoma Dodge in Washington.
A native of Seattle, Bob serves as a financial advisor and consultant to small business owners throughout the United States. He believes that your business should always be ready for expansion or sale, you should get paid for what you built and, when you decide to leave it, your company should continue to prosper. He believes in a Perpetual Business where there is Value, Continuity and Legacy. Look for Bob’s Previous Episode HERE. Warden LLC website HERE.
Joel Zaleski
Joel started his career at PriceWaterhouseCoopers before joining Monro, Inc. as the Vice President of Acquisitions and Operations Support, responsible for leading the company’s acquisition strategy and supporting the operations of Monro’s nearly 1,200 auto service and tire locations. During his time at Monro, Joel oversaw the company’s commercial and wholesale operations, as well as various corporate support functions including, pricing, customer service, facilities, and training.
Joel’s experience in leading the acquisition strategy at the tire and automotive service industry’s largest strategic buyer, Monro, Inc., gives him the credibility and expertise to represent sellers during the sale process.
Joel is a CPA and member of the International Business Brokers Association.
Listen to Joel’s previous episodes HERE. Cardinal Brokers HERE
Greg Bunch
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.

Key Talking Points:
Resources:
A special thanks to Bob Ward, Joel Zaleski, 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.

Facebook Twitter Linked In Email
Subscribe to a mobile listening app HERE.

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
49 min
October 10, 2019THA 140: Interview Tactics for a Cultural Fit
Kirk Richardson is a young and successful entrepreneur. Born into a blue-collar, hard-working family, he was a below-average student in high school and college. 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.
Richardson really prides himself on his ability to create a family culture within his businesses. The culture is a blend of hard work, accountability, fun, and hi-jinx, which combine to make loyal and dedicated coworkers. Kirk loves business and people in general and will talk for hours about business! Listen to Kirk’s previous episodes HERE.
Jim Hayes is originally from North Carolina, but spent time in various places growing up and has lived in the Monterey Bay area for the past 23 years. He grew up playing sports and spending as much time as possible in the outdoors; hunting and camping are among his favorite pastimes. After high school, Jim joined the United States Army where he served with elements of the Intelligence and Special Forces communities.
After completing his goals in the Army, he moved to the Monterey Peninsula where he turned his focus toward becoming a golf professional. As a member of the PGA, Jim held the title of Manager of Instruction for the Pebble Beach Golf Academy, where he taught golf to individuals from around the world. True to form, after achieving what he set out to accomplish in the world of golf, Jim made a transition to the automotive industry where he currently serves as General Manager of Pacific Motor Service.
His background keeps him dedicated to the building and development of the most important asset any company has: its team. With a strong desire to maximize the potential of those around him, Jim has created a leadership and personal development course that is attended on a volunteer basis by 90% of the company’s staff. Jim’s goal for the business is to optimize performance and maximize efficient profitability by using the fundamentals of business finance, strategic planning and by creating a culture built on a foundation of principle-centered leadership. Check out Jim’s other episode HERE!
Dan Taylor has nearly 35 years of executive management, consulting and coaching, business development and entrepreneurial experience.
Mr. Taylor has spent the majority of the last 18 years as a Business Consultant and Coach – Helping business owners and managers evaluate their current situation and future plans. Implementing comprehensive business plans through business diagnostics, education, management review, and strategic analysis all focused on results and sustainability.
Mr. Taylor has worked across a wide spectrum of industries from healthcare, manufacturing, retail services, data collection, sports equipment to educational conferences and recruiting services. One area of concentration has been in the automotive repair industry with hundreds of independent repair stores, specialty shops and automotive dealerships. Most notably he worked for a management company that served 13 states serving this group with shop equipment, management and administrative tools. Additionally, he spent time in fleet services and operations to municipalities, counties, utilities, school districts and larger independent industrial fleets.
Mr. Taylor earned a Baccalaureate in Business Administration and Marketing with a minor in Economics from the University of Northern Colorado. He also holds certifications as a Business Coach, Business Analyst, Six Sigma Green Belt, Human Resources, Time Management and Life Coach.
Dan serves on his neighborhood HOA board and has held multiple board positions with the Porsche Club of America. His passion is road course racing with his Big Mission Motorsports teammates raising funds for the Cancer Foundation, Semper Fi Fund and Salvation Army. He is married and has a son who is a civil engineer and a daughter-in-law who is a teacher. Check out Dan’s other episode HERE!

Key Talking Points:
The starting point is always going to be defining and understanding your own culture.
Company Culture includes:
The personality of the company (usually follows the owner of the company (their personality)
The environment of the company (examples: clean, organized, care-free, chaos, energy level, etc.)
Company Mission Statement – what do we come to work every day to do? The why?
Guiding values/principles of the company – respect, integrity, teamwork, communications, learning, etc. – but maybe more important than the word – WHAT does that mean, what does that look like within the organization?

Interviewing techniques
Avoid the mistakes of interviewing
You talk less, they talk more
Set the tone with the candidate, this is a ‘conversation’

Purpose/Process/Payoff (what’s in it for them)
The questions to ask during an interview (‘Conversation’)
Here are some great questions to get things rolling in the conversation, you’ll have additional questions that just come to mind as you go along:
If you had a perfect (as close to perfect) environment for work, what would that look like? Communication, Culture, Atmosphere, Types of work, etc. – Drill down on answers, tell me more…. especially if they have worked at a bunch of places, what did you like best, what was a negative about each place?
What part of this job do you take the most pride in?
How do you like to receive constructive criticism?
Describe a situation where you worked with someone you did not like or respect. How did you cope with the relationship?
Describe what the terms “integrity” and “ethics” mean to you. Tell me about a time when your integrity or ethics were challenged. What did you do?
What are the characteristics exhibited by the best boss you have ever had – or shih that you have had?
Describe the leadership style that will bring out the best work and effort from you?
What are the positive aspects of your current job and work environment? Or conversely what were the negative aspects of previous work environments that you’d just as soon leave behind?

Questioning tactics
Ask questions that produce anecdotal responses
Tell me about a time or experience when…

Ask values-based questions as follow up for responses
Don’t be afraid to drill down

Outlier proclamations
Make it very clear that the culture is not typical.
We are weirdos; we are different from the others; it is our goal to set ourselves apart from the competition from a cultural perspective.
“…we made you a part of this team so you could become more like us, not so we can become more like you.” -Lou Holtz

Discuss values
Discuss standards
Discuss culture

Give them every opportunity to disqualify us as an employer and themselves as a viable teammate.
Write your initial interview questions around your core values (yes write your own questions). Kirk uses very few questions our interviewees have ever received in the past.
If you use canned questions they are prepared for you will get bullshit canned answers that they learned at tech school 15 years ago.

Encourage questions at the beginning of the interview.
Always ask a question on a question. When an interviewee asks a question answer the question but also ask “why do you ask”.
Interviews should look something like what it is going to look like working for your company.
Structure the flow of the questions to make the interviewee comfortable. The more comfortable they are the more they will show what they really are.
Use personal interest questions to make the interviewee comfortable. If you are talking about their favorite movie, or music they like, or television shows they watch the interviewee can get comfortable and will be willing to open up.

The first interview is only cultural fit questions. Do not get into technical questions. I do not want to be dazzled with an interviewee’s skills, I want to be dazzled with “I want to spend 45 hours a week with this person” or “this person actually gives a shit about other humans”.
This really drives home the idea that culture matters in your business

Tailor your stories to the candidate. If it is a young tech talk about the development of other young techs. DO NOT BE AFRAID TO PUT A TECH IN THE INTERVIEW WITH YOU AND LET THE INTERVIEWEE ASK ALL THE QUESTIONS THEY WANT YOUR STAFF!

Kirk Richardson Interview Questions
Please understand the context of the interview before using this verbatim. These can serve as a guide for a good cultural fit.
What do you know about us?
What do you want to know about us?

What kind of work schedule do you like?
Tell me about a leader/manager you admire? Why? We want someone you personally know.
Do you consider yourself to be lucky? Unlucky? Fortunate?
Is having an ego good or bad? (Egoless Teamwork)
Does your ego get in the way of teamwork?
Can you define the word empathy? (People Business)
How does this aid you in doing your job well?

Do you have “fun” with people? Example? (People Business)
Will you clean the toilet if we needed you to? (Egoless Teamwork)
Define integrity? (Right Thing)
When have you failed to show integrity?

Have you ever been convicted of a crime? Have you ever committed a crime?
Have you ever been on a team? (Egoless Teamwork)
What do you like about being on a team?
What do you dislike about being on a team?

What makes you happiest and most effective when working with others?
How do you contribute to that? (Egoless Teamwork)
What pisses you off about working with others?

What’s the last book you read?
What is the last thing you geeked out on? (Being Great)
Do you ever geek out on things associated with our industry?

How hard is it to be a service advisor/tech? (Being Great)
How do you aid the SA/tech in being great at their job?

What television/motion picture shows do you watch?
What kind of music do you listen to?
What is your favorite movie?
What are your hobbies?
What was your biggest challenge in childhood? (People Business)
Tell us about a time you wanted something so badly nothing would stop you? What obstacles did you overcome? (Results)
What do you do when you have nothing to do? (Results) We want them to say they are a busy body or fix shit around the shop.
How would you rate your work ethic on the 1-5 scale? 1 is I’m a lazy bum, 5 is I’m the hardest worker I have ever been around. (Results) They always say 4 and follow up with “you watch other people work harder than you? You’re ok with that?”
How do you encourage your coworkers? (People Business)
What role does urgency play in our business? (People Business)
How is this interview going?
Any questions for us?

Resources:
A special thanks to Kirk Richardson, Jim Hayes, and Dan Taylor 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 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
42 min
October 03, 2019THA 139: Trending – Close the Shop and Take My Entire Team to Training

Tristan Ramer of Nappanee, IN, founded Locke Performance in 2014. Beginning his career as a teenager working in his father’s mechanic shop; his interest in the light-duty diesel’s was sparked with the inception of the common rail diesel in the early 2000’s. Seeing the repair industries rapid changes; Tristan is committed to providing all the necessary resources, for those under his employ, to be successful in their respective duties. Diagnosing and repairing vehicles of today have many more requirements for up to date training than they did in years past. Today, a technician must network with other like-minded individuals, commit a lot of their personal time to craft their skills so they can confidently, efficiently and accurately diagnose the issues that they face daily.
Greg Ritter is a 1989 graduate of Kinmundy-Alma High School in Kinmundy Illinois and married for 25 years with one daughter age 18. Greg attended Wabash-Valley College in Mt. Carmel Illinois. and graduated with a degree in Diesel Power Equipment Technology in 1991. Greg owns Ritter’s Auto Repair in Kinmundy, Illinois and has been in business for 24 years. He holds the ASE Master Technician Certification since 1995 and serves his local College Advisory Board. Greg is a Napa Auto Care Center and is a board member of the McKay Napa Auto Parts.
Greg has attended Vision High Tech Expo for 23 years has attend APPEX and SEMA as well as the NAPA Expo in 2015. 2019 is his secondyear attending ASTE 2019.
James Perry

Key Talking Points:
Excuses do not compute anymore
Daytime training more valuable
Tell your customers you’ll be closed for training.
Include in mailers or your social posts
They will understand
You have plenty of time
They understand you close for Holiday, so why not for training
Technology is changing at a rapid pace and they need to understand the need
You are investing in training for your customers and for the efficiency of the shop

A weekend worth of training is intentional and concentrated
You get a lot more out of it vs. 3-hour evening classes

A lot of this type of training can’t be covered in evening classes
Techs are impressed with the depth of training
No techs go to the same classes so they can get back to work and conquer and divide the training.
Share five key take-a-ways from each class

Build a training resume to be sure they are taking the training you know they need.
A key indicator to the value of training is to track, in-depth, your comebacks
Greg tracks in his SMSystem by creating a special invoice. He can pull back the info
It may not always be the techs fault, which is why you need to provide in-depth research
It may be the product, even having the right tool

The Power of Networking
PRICELESS
More learning happens out of the class than in it. But you have to engage and meet your peers
Technician networking is also very important
You will meet colleagues that care about your success

Greg has a spreadsheet to justify his investment in training
His comebacks have come down and his revenue is up 25%

Management training for the CEO is mandatory
Learn to be a better leader.

Training Improves shop efficiency.
Training reduces comebacks is a big way Greg Ritter looks to find his training ROI
Training keeps you relevant
Event or daytime training provides better knowledge transfer
Event training build strong networking opportunities that are priceless
Event training builds the team
You should feel the pressure to provide excellent content for your technician team
You make an investment in your team personally and in their career

Resources:
A special thanks to Tristan Ramer, Greg Ritter and James Perry 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 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
32 min
September 26, 2019THA 138: The Business Side of ADAS – Advanced Driver Assistance Systems

David Friend is the owner of Mobile Tech and Wilmington Hybrids, from Wilmington, NC David has two locations. an ADAS Calibration shop and teaches ADAS calibration in his dedicated training center. Listen to David’s previous episodes HERE.
Mike Reynolds is the owner of Mobile Automotive Service Solutions in Charleston, SC as well as an automotive technology instructor at Trident Technical College.
As a diagnostic specialist, he holds certifications as an ASE Master Technician (A1—A9, X1), and is an Advanced Level Specialist in engine performance (L1), and Hybrid/Electric vehicles (L3).
You can find his technical articles published in MotorAge magazine as well as case studies he has written featured in many aftermarket training seminars.
Attending an average of 45 training hours per year helped him to become proficient in vehicle diagnostics on American and Asian vehicle lines. Listen to Mike’s other episodes HERE.

Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California.
With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE.
Scott is the founder of diag.net. Find other episodes that have featured Scott HERE.
Key Talking Points:
Big Challenge in ADAS Calibration
To have the correct space to set up targets
Level flat space necessary
A workaround is to shoot out the bay door

To understand the systems and components and what they do

You have to understand what repairs you may be doing that can affect ADAS calibration you may have to send it to a calibration center or call in a mobile tech
Technicians need to understand the fundamentals of ADAS systems. How they work, behave, integrate and operate
Advancement of tech needs to be understood by our working technicians

Consider renting a high-level ADAS vehicle, drive it, and learn how the ADAS systems perform
Scott’s rented vehicle had an incident with radar and it was not performing as intended

Test driving the vehicle once a satisfactory calibration is done is critical
Critical that OE specs and guidelines must be followed
A limited business model regarding ADAS becoming more dynamic calibration in the future. Yet there may be 15 years of ADAS equipped vehicles to fuel a calibration business model.
Depending on the marketplace if you were going to put up a brick and mortar facility or dedicate a bay, consider if collision shops and windshield repair need this service, how many mobile techs are equipped.
Currently, the mobile techs are the front line in ADAS calibration
40% of front end collisions avoided because of ADAS
If you get in early and become an expert you will become the key players in this space
It may be impossible to have all the equipment for every ADAS equipped vehicle. You may be very successful for the top-selling vehicles. Honda and Toyota is a good place to start
ADAS calibration can lead to other work
ADAS can be a foot in the door with collision shops

You need to be aware of the liability you have in calibration work
Many in our industry do not know what ADAS components are. You are asked to calibrate a parking sensor that is actually a front radar sensor. Knowledge of ADAS is a big gap
The recalibration of windshields is not getting done. Sign off on the ticket if insurance or customer will not pay for recalibration of camera
Insurance companies do not get sued if accident or fatality the repair shop or calibrator will be

Insurance companies need to understand if the OE’s require calibration
We do not have industry-wide standards/requirements for the repair of the vehicle and of the technicians. Some of the most critical
ADAS calibrations make the case for standards and even licensing no different as in the aircraft industry
David was saved from a serious accident because of ADAS
Customer Education. There is an opportunity to engage and teach your customers in formal meetings at your shop to show how ADAS works. Keep your customers who have new vehicles engaged with your shop. Education is key
Many customers do not understand the features

Mike’s investment including scan tools is prox $75K
Before buying tools and eqipment you must know your market
For Toyota, Honda, Nissan, Ford, GM, Chrysler w/Scan tools, J2534 box, subscriptions. Under $25K
Other platforms can be more expensive

Every market has different pricing for ADAS calibration (menu pricing)
Prox prices discussed in the episode
Charge as much as you can and lock up the market

Resources:
A special thanks to David Friend, Mike Reynolds, and Scott Brown for their contribution to the aftermarket.
Books Page HERE
Diagnostic Network Website in 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 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
50 min
September 19, 2019THA 137: The Language of Welcome

Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. He collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill has been a big contributor to the podcast and he currently serves on several industries and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE.
Frank Leutz from Desert Car Care in Chandler, AZ. Frank has a weekly radio ‘call in show’ called ‘Wrench Nation’. . Frank also does a video feature called ‘Inside the Garage’ where he discusses vehicle failures and cures. Listen to Frank’s previous episodes HERE.
Brian Glowski is from South Street Auto Care, Rochester, MI

Key Talking Points:
Bill and Frank are immigrants
Bill has a graphic on his wall with the word ‘Welcome’ in over 25 languages
You’ve got to know how to do business with our diverse clientele and specific cultures
Your customers may have a language gap and the fear of the unknown on the repair of their vehicle
There are certain taboos you need to know.
Left hand from middle east people is taboo
Japanese use two hands

Easy to develop relationships is you understand their way to communicate
Show patience and understanding with your customer
Why we are different
Why we have value to you even though more than what you want to invest in your vehicle
Patience with the language barrier

Most are tight-knit communities
You need to know how your customers want to be communicated with
If you are hugger, you need to know how cultures will except that
Match your customer’s tone and style of communication. Minimize friction. Get to know them
Why so much?
If you answer with a question rather than an answer, it is a totally different dynamic.
If you ask, “Do you know what a battery cost?” It starts the dialogue
Let me tell you why this costs this much

Create a relaxed encounter
You train on your shortcomings. What can we learn from a walkout
We pay technicians a livable wage is a strong answer the ‘Why So Much’ question
This is what we charge
Consider options on parts for your customers, but never negotiate your price only on options
Options are key, negotiations are not
Everybody loves the cheap guy

Different Cultures:
Germans love a very direct approach when dealing with business -no fluff here.
Italians enjoy getting to know you first with a personal approach before any business dealings
Australians are very picky about time –deliver on time every time
Chinese may not accept your gift right away –could take 3 attempts before they are comfortable
Japanese frown upon giving or receiving with one hand –both hands out is key
Arabs consider the left hand unsanitary –any usage of such is taboo
Russians may consider smiling as weakness & insecurity
Israelis do not conduct business on Fridays
India -caution on pointing fingers & respectfully expect deep negotiation

You need an inviting heart and universal policies and for every customer, you’ll do well
Kindness is a universal language

Resources:
A special thanks to Bill Nalu, Frank Leutz, and Brian Glowski 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 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
38 min
September 12, 2019THA 136: Branch Growth Strategy

Jeff Moore – Moore Tires (5 Store) Rock Falls, IL
The story of Moore Tires started in 1991 when Jeff & Angie Moore moved to Rock Falls with nothing more than determination and a vision. They opened up their humble two-bay garage, took up residence in the apartment above the shop, and got to work serving the community’s tire and automotive needs. With a foundation built upon exceptional customer service, the original location has now expanded to an 11-bay building with room to accommodate 16 cars and two semis at the same time! With the tremendous help of our partners, Brock Rude and Greg Woessner, Moore Tires has now grown to include four convenient new locations in Mendota, Kewanee, Monmouth, and Macomb, all opening with the mission of connecting more people to a rewarding tire and automotive experience.
At Moore Tires, the customer is always the highest priority as we strive to go above and beyond to meet all your vehicular needs quickly and efficiently. Valuing transparency and honesty, we always offer an estimated time of completion and complimentary inspections to ensure your vehicle is getting the specific care it needs. With no appointments necessary, swing by any of our 5 convenient locations for us to exemplify how Moore Tires has been setting the standard in automotive excellence for nearly 30 years!

Austin Miller – Tire Star (3 Store) Wolcottville, IN
Tire Star opened the doors in 2011 in the back part of a grain elevator warehouse. Austin Miller started the business with the goal of providing trustworthy automotive repair at a fair price and timely manner. Since then Tire Star has grown to 3 locations and 40+ employees. This growth was made possible by employees willing to go the extra mile to provide a great customer experience. Austin is an ASE L1 Master Certified Technician and has received an ASE technician of the year award. Although he is not turning a wrench most days Austin is still very involved in learning about new technology and ensuring his staff gets the training they need to be successful.
Key Talking Points:
There is a misconception if you are doing great with your first store, your second store will be just as good.
Many factors are at work. People, Money, Processes, Culture
If you do not have store number one running with a strong net profit do not take on store number two … and so it goes

Branch or not, you must constantly be working on refining your processes and procedures
Jeff admits his first-ever branch lost him $250K in five years. It took him too long to close it. He learned a big lesson and decided to only have one store. He now has five.
The first (base store) must be a profitable store
Do not look to grow if your base operation isn’t strong, that includes profits, processes, culture, and people. You will always use the base store to shore up the new ‘child’
The acquisition of a going business is an option. Your ROI depends on the strength of the going new branch.
Moving to the second store without well-refined processes will put immense pressure on the new store and the base store
Groom staff in a current store before you close on your new location
Jeff’s growth strategy includes partnering with two key employees in an LLC. It is like having golden handcuffs by giving equity in a new venture.
The main store is the proving ground
You may have a strong talent you do not want to lose which could entice you to find another store to promote staff. This reason alone is not a good reason to grow, but the people factor is solved as a qualification to add another store
Never rob Peter to pay Paul. Each store needs to pay its own way.
Austin would jump in to do whatever needed to be done. He now realizes that move was wrong
You must realize that you must lead the entire operation and lock yourself into a fallback role in the bays or on the counter. Those are not the CEO’s role as they grow.
You must put trust your people. They are an important reason you can grow.
If you are a micromanager you must delegate
Austin believes you can no longer be the ‘main guy’. The answer man. You must delegate responsibilities
Jeff gives his people the ability to satisfy their customers. They put out small fires
Jeff feels a reason that he has grown is he didn’t want to do all the work. Growing stores could bring in some economies of scale which can allow you to delegate some work duties you no longer want to do
Find talent from outside the industry with talent, Jeff will teach them
Put enough cash away to cover unforeseen costs, Jeff has a $100K cushion
Austin wants to pay off store two before expanding to his fourth store. Debt relief
Jeff has a strong relationship with his banker. He offers his P & Ls on a regular basis to keep them in the loop so when you need money for expansion they are ready and can meet your timeline

Resources:
A special thanks to Jeff Moore and Austin Miller 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 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
43 min
September 05, 2019THA 135: Implementing Profit First – Shop Owners Thrilled With Results
Kenny Wedow knows cars. A natural talent even at the young age of 17, he pursued it auto repair in shop classes in school then slipped right into the work field. Working for dealerships such as Saturn, and Nissan, as well as other independent shops, has afforded Wedow with an extensive and well-rounded education. More importantly, before Wedow branched off to open the doors of Fine Tuned Auto in 2013, he already learned the importance of patient diligence. Many dealerships and independent auto shops can default to make generalizations about the problems with your car, sometimes not always seeing the things that really might put you in danger on the road. The patience Wedow has to pull everything apart if need be to find the root answers makes him unique in his field. It is a quality that got him promoted to foreman at a Nissan dealership when he was only twenty-three. It wasn’t that the six technicians under him weren’t experienced, in fact, some of them had worked considerably longer than Wedow. However, his attention to detail and follow-through put him above and beyond.
Danielle Bohlman, owner with husband Brett in Highway 7 Service Center, Newell, IA Find Danielle’s other episodes HERE.
Chris Cotton utilizes the Profit First method of cash management. He is trained and certified by the Profit First Professionals organization to guide business owners and entrepreneurs in maximizing their profits.
AutoFix is the first and currently the ONLY auto repair shop specific coaching company, nationwide, that has achieved certification in Profit First.
Chris Cotton has been in the customer service industry for over 40 years and has been in the auto repair industry for over 25 years. He is a former shop owner that has dedicated his life to helping YOU to get your business where you want it to be and helping you FOCUS on the things that matter to you. Find Chris’ other episodes HERE.
This episode will change your thinking as it relates to a new profit discipline and cash management. I know you know that cash is king in any business, so start being a better manager of it.
Listen in on Danielle Bohlmann, owner with husband Brett in Highway 7 Service Center, Newell, IA, Kenny Wedow from Fine Tuned Auto, Broomfield, CO and Chris Cotton, Certified Profit First Professional from AutoFix SOS coaching company and a former shop owner.
They nailed the benefits of a strong and disciplined cash management system. Both these shop owners say they are in a better place because of implementing Profit First.
Danielle and her husband Brett always plowed all their money back in their business. Now hear what they are doing and are better for it.
Key Talking Points
Profit First is like ‘Telling Your Money Where it is Going’ Danielle Bohlman
My Profit & Loss Statement says we made money! Where is it?
Eight out of ten businesses fail from a lack of profit.
50% of businesses fail within the first five years
In the book Profit First author, Mike Michalowicz says: “Profit is not an event, it is a habit”

You do not need to be in financial trouble to implement
Profit First is a budget based on your income (revenue)
Great accountability and discipline
Everyone in the aftermarket can benefit
Kenny did not follow the account conventions exactly like in the book but set up according to his business. His accounts: income, profit, debt repayment, sales tax account, opex account, parts, payroll account.
You may find some challenges with your bank until they understand why you want additional accounts
Danielle had challenges to cutting expenses, but they made it worked.
Too many live with a big pot of money. One account that everything gets paid from. That is how the money disappears without having a ‘budget’ for your responsibilities.
Funding these accounts based on allocations can determine exactly where attention needs to be paid. You can get a really good check on your business by looking at your bank account. KPI management is important as you see if you have enough cash to support all areas of your business including the owner’s profit.
Danielle and her husband Brett always plowed all their money back in their business. Profit First will allow you to allocate owner profit so they can enjoy the fruits of their hard work.
Danielle pays bills twice a month and has freed up a lot of her time
Fine-tuning the operating expense account allows you to allocate more to profit
This new accountability to your cash may hold impulse purchases at bay
Kenny thinking to add a new account called charitable contributions to use in the community. He will allocate a percent of his revenue and pull that percent from another allocation or increase his prices or labor rate to cover it
You only have 100% of your money and you can’t spend what you don’t have unless to don’t pay your costs or debt or government
This discipline will let you look closely at all your expenses and wonder if you need every service you purchase or spend money on, especially if you run out of money in the opex account
You don’t know what you don’t know until you know it

Resources:
A special thanks to Kenny Wedow, Danielle Bohlman, and Chris Cotton 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 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
42 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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