Town Hall Academy - Archive

By Carm Capriotto, AAPBusiness

Town Hall Academy - Archive episodes

June 20, 2019THA 124: So You Need an Accountability Coach?
THA 124
These guys brought their A game and really were extremely transparent about their own personal story. The panel’s message resonated and was on point about coaching and accountability. There is a lot of talk in the industry as to the value of an accountability partner or coach. It is a personal decision. It is not for everyone, but this summit will help you resolve some of your very own concerns and help you make a decision.
Barry Barrett covers the premise of the book that builds a foundation for negotiation on the basis of understanding the other party through empathy and active listening skills.
During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people.
Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. He is a Ziglar Legacy Certified Coach. Find Barry’s other episodes HERE.
Carlo Sabucco started in 1994 after attending several years at Ryerson University for business. Thereafter graduated Mohawk college Automotive Tech Program. Carlo has devoted a great amount of time surrounding himself with some of the greatest shop owners in the market. Over the years, Carlo attended training from Bob Greenwood to Cecil Bullard, Dave Schedin, Elite and group process with Jim Murphy, thru to Kelly Bennett, now he is with ShopPros. Today Carlo operates Sils Complete Auto Care Centre, a successful 8 bay facility, approx 7,000 square feet on the east side of Oakville, Ontario. Listen to Carl’s previous episodes HERE.
Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980s. Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island. He attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod. Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists, Poughkeepsie, NY. When the owners retired in 1995, Kevin bought the business and the rest is history. Find Kevin’s other episodes HERE.

Key Talking Points:
If you are not willing to be held accountable do not consider hiring a coach. Do not listen to this episode. Stop reading
If you admit that you do not know it all, you may benefit from an accountability coach
You need to find a coach where the relationship is of mutual respect
You will not listen to a person who you don’t value

Coaches are not trophy’s on the shelf. You must listen and do what you both decide on
Don’t pay if you will not play
None of Us is as Smart as All of Us
You need to find an accountability coach that is compatible with you. Not necessarily like you but understands you and will push you
Carlo found a ‘C’ suite coach to help him with his personal leadership skills. He also has a business coach
It allowed him to find an area that helps him and his business flourish

Not all coaching or all coaching is the same
The industry may not understand the ‘I don’t know what I don’t know’ business axiom and cannot admit that they could use help to discover what they need to know
Don’t judge the coaching industry by just one coaching experience or one interview
Consider that your leadership team help hold you accountable
CEO’s get paid to generate ideas
You must convince yourself that there is a better way. It is up to you who decides not your significant other, your partner, your friend or your coach. You.
Two of Barry’s core values
Humble Confidence
Radical Transparency

How to find a coach
Based on your need. What specific areas of improvement are you looking for?
Get referrals from others that have had success
Match your profile on an intellectual and emotional level
You may want a coach that has been in the industry
To understand my needs
They must be successful with others like me

Be willing to say we did it not I did it. It takes a village
Build your business so that it doesn’t collapse when you are not there
Make it a ‘get to’ not ‘have to’
Are you ready? Have you had enough? Rob Rowsell. See episode https://remarkableresults.biz/e417/
When the student is ready the teacher will appear.
Expect that you will learn that you will fire some of your people so you can create a better team
You hired the wrong person or you created the wrong person

You have a good coach if they want to fire you for non-compliance. They should not take your money if you are a non-player.
A coaching relationship must be a fit. Expect your coach to do due-diligence on you as well your due-diligence on them.
Keep in mind good coaches pull the answers from you. Consultants give you the answers. You want a coach.
You may not like the questions you are asked. That is OK
Your answers to the questions give you ownership of the answer as you discover that you need to do to improve yourself or your business

Look to discover your bad habits and change them with your coach. f you don’t want to change; you may be the problem.
Sometimes you are in too close to see the big picture

Experience is the name we give to our mistakes. Barry Barrett
It starts by admitting your weaknesses.
Don’t things correctly is better than being proud. Find humility
You can judge people by considering if you would work for them
Knowledge paired with execution is where the power is
Pick the right coach who can help in the areas that you need
Emotional intelligence
Business

Are coaches the right fit for you. Are they emotional or business processes, numbers, KPI type of coach
When you get new eyeballs on your company you get new ideas and answers

Resources:
A special thanks to Barry Barrett, Carlo Sabucco, and Kevin Eckler 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.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com
53 min
June 13, 2019THA 123: The Power of the Supplier and Service Professional Relationship.

THA 123
Danny Durbin is the owner a second generation parts store, Durbin Auto Parts, in Prattville, AL. Danny is an active member of the Automotive Aftermarket Association (AAAS) and holds a seat on the Board of Directors. Danny works closely with all of the surrounding service providers and is integral to the success of many aftermarket businesses in his area.
Keith West is the Financial Controller of Auto Supply Company in Bowden, GA. Keith has been an industry leader for many years and is currently the Chairman of the AAAS Board of Directors. Keith understands the critical role that good business relationships play in bringing value to your business.
Matt Ward is the Director of Government Relations and Field Services for AAAS. Matt works closely with many organizations and AAAS members to monitor legislative issues that could have a potential impact on the aftermarket industry. One of the key legislative issues for AAAS is workforce development and the availability of training resources. Matt works closely with the AAAS Educational Foundation to award scholarships to members and their employees for technical training and the pursuit of higher education. Since inception in 2005, the AAAS Educational Foundation has awarded tens of thousands of dollars to 156 scholarship recipients.

Key Talking Points:
A key component of a strong supplier/service professional relationship is TRUST
Collaboration is critical when the pro is stuck when they need to find a solution for a part
Too many service professionals are not making money and some turn to their trusted supplier for help.
Gross margin lessons
When the service professionals are not profitable they believe they need to buy at a lower cost.
This can be an actual loser of margin

Suppliers know that the service professional doesn’t have a proper labor rate
Suppliers are hearing about the skilled labor shortage
Association membership continues to be important
Suppliers encourage their customer to be involved in associations
Everyone has to win
Service professional, jobber, WD, Manufacturer

Even though e-commerce is strong and growing; knowledge,on the parts counters, continues to be important and a big challenge in the industry
Legacy parts stores have older catalogs, paper, that come in handy when looking up older applications
Inventory is a big challenge for the parts store from an investment perspective and they need to stay on top of non-movers to re-invest their dollars on parts that move
Supporting technical colleges with training and advisory support
The salesperson still holds a strong bond between the service professional and the supplier.
Personal relationships are critical to support the success of the service professional

Owner/District Manager must visit the shop owner at least two times a year.
The personal contact builds a connection to help solve problems

Technical training is being offered to the service professional from the supplier.
Many from tech college or high school vocational automotive programs can work in the distribution business

Resources:
A special thanks to Keith West, Danny Durbin, and Matt Ward 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
This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com
47 min
June 06, 2019THA 122: Talent Management – Developing Your Leadership Team

The Panel:
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.
Tom Palermo is General Manager of Preferred Automotive Specialties in Jenkintown, PA. Tom is a world class Master Technician and a Certified ASE Advanced Level Technician, is certified from ASE including Master Auto, MasterTruck, Master Truck Equipment, Master School Bus, Master Collision, Master Transit Bus, L1, L2, C1, X1, P2, F1 Besides the 2015 NAPA/ASE Technician of the Year, Tom also earned the 2011 AAIA-ASE World Class Technician Award from the Automotive Aftermarket Industry Association, National Institute for Automotive Service Excellence, and the Best Tech of the Year award sponsored by WIX Filters. The majority of Tom’s business is fleets. Listen to Tom’s previous episodes HERE.
Mark Roberts is the owner of Roberts Properties, Inc, Managing Partner of Total True Automotive dba Schertz Auto Service, Craftsman Building and Renovation LLC. He is also partnered with a Local Custom Home builder. Mark is also the former owner of Auto Collision Works. He grew up in Schertz and has been a resident since 1969.
Mark also serves on the Board of Directors of Guadalupe Valley Electric Cooperative, Guadalupe Valley Home Services Corporation, and the Guadalupe Valley Economic Development Corporation. Listen to Mark’s previous episodes HERE.

Key Talking Points:
Tom Palermo
Identify talent and put employees on a path to success early. A good interview process can get the ball rolling here from the start.
There are people that need to get comfortable before they can show their full potential so be sure not to box anyone in. The inverse to that would be to understand the limitations of each person and don’t put them in a position to fail. The ability to do this comes with time and experience.
Don’t micromanage. We have all done it and it has never worked. In order to get employees to take ownership and lead, you have to give them the reigns and let them steer. Develop a training program that gets them up to speed on your policies and procedures quickly. Once they are up to speed let them do their job. Support them when they need it but don’t subvert the process by doing it/thinking for them.
Use team building events and exercises to get everyone on the same page. I like to utilize events done as a group as opportunities to build relationships between employees. Having a good relationship outside of the day to day changes the way people interact in the heat of battle. This is critical to groom today’s employees into tomorrows managers. These events could be anything that gets everyone together to learn and/or have fun. ie training, fun events(track nights, dinner out, etc), lunch and learns, etc…
Lead from the front! The best way to motivate and encourage leadership qualities in employees is to make sure they understand that you are willing to do whatever has to be done to succeed. When they understand you’d never ask them to do something you wouldn’t do or haven’t done, employees respect you and are more willing to take ownership and ultimately succeed.

Mark Roberts
70:20:10 Principle
70% of learning happens through experience, such as daily tasks
20% through conversations with other people such as coaching
10% through traditional training programs.

Leadership happens mostly through experience.
Delegate don’t dump – You have to slowly start giving them projects and tasks and provide the training or tools to complete the tasks.
Allow them to make mistakes
Everyone should have a mentor and be mentoring others

Judi Haglin
Lead by example
Wonderlick cpp and bird test behavioral profile
Know your people. Find their strengths

Find out what motivated each individual
Goal posters
Team goal posters

One one ones
10 questions how can I help
Item to work on

Core values and culture
Set your core values to attain the behaviors you want from your team

Blameless problem solving
Know yourself
My sticky note is my friend program.
If I write it down, I need to delegate it.

Take time to think. It is a job of yours. Schedule it.

Resources:
A special thanks to Judi Haglin, Tom Palermo, and Mark Roberts 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
This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com
53 min
May 30, 2019THA 121: APPS That Improve Productivity and Make for a More Efficient You

The Panel:
Ryan Clo is a twenty-year veteran of the Automotive Service industry. He currently owns Dubwerx, a multi-shop owner in Cincinnati, OH.
Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry.
Ryan has also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes HERE.
Edwin Hazzard is a business owner, mobile diagnostic tech, automotive instructor and currently, a contributing writer for Motor Age magazine and automotive service professional magazine and has been an auto tech since 1984. Listen to Edwin’s previous episodes HERE.
Craig O’Neill an integrator and trainer at Autotex.me. Though he initially began college seeking a degree in history education and was heavily considering missionary aviation, it was obvious to him that his primary calling was to raise a family. Setting aside his full-time education, Craig committed himself to scale the 3rd generation auto repair business to be successful in these exciting but challenging times.
An ASE certified technician and service consultant, he is visibly excited about the technological advances the industry is seeing and frequently can be heard speaking to clients sharing his enthusiasm.
Craig is committed to elevating the professional image of the automotive service community and consistently looking for ways to communicate with bright young people regarding the opportunities that exist in the automotive service profession. Listen to Craig’s previous episodes HERE.

Key Talking Points:
Ryan Clo uses Google Docs to create a todo list. This makes for desktop and mobile. He puts in hyperlinks to help him. He is on his desktop most often. This allows him to be organized.
Craig uses Calendy to schedule time with him.
It helps him manage his time with clients

Too many shop owners let their day manage them instead of them managing their day
Ryan uses Gmail and an add-on called Boomerang
Use Gmail read receipts to get a verify on an important message
Zoom or Skype for face to face with certain clients or a networking group
Shop owners should have a camera and USB headset/mic at their ready for this new way to communicate
Multi Shop Operations use Zoom to stay connected with their teams and to hold meetings
Bridges the gap of distance

Duo for Android for face to face
Join.me is a quick free app for screen share
Mighty Text is an app you can use on desktop and sync to your smartphone
Apps to consider
Insurance company
Airlines
Bank
Training events
Associations
Remarkable Results Radio
Loyalty card app
Uber
Lyft
Uber Eats
Waze
Facebook
Groups
Marketing

Evernote
Slack
Apple Health App
Foodicate
Food bar code scanner to understand what is in the food you buy

Drop-Box for cloud storage
Google Drive
Google Tasks

Express VPN. A level of protection while you are on the road. Encryption

Resources:
A special thanks to Ryan Clo, Edwin Hazzard, and Craig O’Neill 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
This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

Subscribe to a mobile listening app HERE.
50 min
May 23, 2019THA 120: How Can We Provide Our Technicians a $100K Yearly Pay Package?
Seth Thorson was educated at a UTI in Chicago where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.
He is the owner of Eurotech which specializes in BMW, Mercedes, and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians are able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.
Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics. He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.
Seth belongs to AASP in MN, BIMRS as well as NASTEF. He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners has helped grow his business. Listen to Seth’s previous episodes HERE.
Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq ft shop has 21 lifts with two flats per lift.
Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry previous episodes HERE.
Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996.
Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo.
Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.
Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Hear Matt in previous episodes HERE.
Frank Scandura from Franks European in Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years 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
Raise your labor rate today. Charge (get paid) for what you are worth
Get a business coach
Start networking
Join a group/association
It starts with the owner to get their business into a high-profit zone
Treat your business as a business.It is an entity
The majority of shops are not charging enough
Fear is the biggest reason why shops won’t charge for what they are worthFEAR: False Evidence Appearing Real
Are we charging the proper labor rate so we can pay for top-level technicians
Shop owners do not understand business and they need to break through and become a CEO
Cannot run a great business if you are racing to the bottom.You need cash to create uncompromising success
Minimum entry into this business is fixing the car right the first time.
We are using bad reference points in how we set our labor rate and pay scale
Entities are poaching our talent and those entities do not require the skill that we doWe are losing higher skilled people to lower skilled jobs
Techs are leaving for all the reasons we have covered in this Academy
Frank is charging more per hour for working on 24 years and older cars
Being independent can be a curse
Tesla charges $250/hour as a shop rate.Just as much computing power in a Cadillac as in a Tesla
Is moonlighting hurting the industry?Is it pay?
Most technicians cannot see past their next paycheck.Financial support is necessary to understand their financial need.
Many say they are not making enough money are really saying that they are spending too much
They need a budget and you can help with that
It is what you keep not what you make. A lesson we all need to face
You need to show your team members what their total compensation isInvisible paycheck shows the entire compensation package.
Health Care, Retirement, Paid Training, Paid ASE Tests, Tools, FICA, Dental, PTO (Time Off), Uniform, Vacation, and more
You have intelligence and emotion to deal with in life. It is a balance you need to be aware of.
Create your organization chart with roles and responsibility
It is simple math to figure out what to pay your techniciansCost of living, demographics come into play
Put your numbers to paper. Consider the service writers and technicians pay.
If you can’t pay what you feel you can, you may be in the wrong market to generate the revenue and margins necessary.
Start now to make changes to your businessImproved margins
Increased labor rates
It is a process and will not happen overnight
Jerry looks at his business as a factoryIn one side is a broken car
At the end of the ‘line’, you have a happy customer
The factory efficiency must be tweaked all the time
Many reasons you cannot keep great talent can be because of a lack of:Training
Systems
Procedures
Profitability
Unorganized, unkept facility
Marketing
Tools/equipment
Environment
Culture
Ideas on compensation elementsASE Testing
Training
Efficiency
Comebacks
Years of Service
Training hours per year
Layout a compensation plan so your people know where they can be when milestones happen
Listen to where your people want to be in their life and work with them to help them reach those goals which will include the right compensation plan
Seth is using a coaching process to align personal goals to the companyIf he has to pay for a Dave Ramsey class to help them budget and manage their debt
Frank will provide financial training in his yearly 40-hour requirement for his peopleYour housing should be no more than 25% of your take-home (Dave Ramsey)
Your people need to earn their keep and you need to evaluate
Go on shop tours

Resources:
A special thanks to Seth Thorson, Frank Scandura, Jerry Kezhaya, and Matt Fanslow 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
This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

Subscribe to a mobile listening app HERE.
54 min
May 16, 2019THA 119: Improving Employee Loyalty
The Panel:
Donnie Hudson, Troy Auto Care, Troy, MI
Roy Foster, Roy Foster’s Automotive, Reno, NV
Steve Finzel, Finzel’s Master Tech, Terre Haute, IN

Key Talking Points
Donnie Hudson
Communicate with your Team! Weekly! “They Want to be Involved” Feel like they have a say.
Keep It Fun! Think outside the box! Set Weekly Sales Goals! “Don’t Get Complacent”
Offer Paid Training Classes / Tuition Reimbursement /
Simple IRA / Tool Credit / Health Care Allowance
Donnie says a solid pay program is very important but it is not necessarily about the money. It is family time and benefits that drive employee loyalty.
Listening to your people is an important rule of leadership.
Fact Finding Friday’s meeting.
He offers paid time off to do something in the community for his people. Something charitable of their choosing.I’m here to support you.
He takes a portion of his team and families to Las Vegas for AAPEX

Roy Foster
He has a 4 day work week for most on his team who want it. Retirement plan, health and dental, ongoing training both in house and AutoTech Training, bonus programs.
Weekly Team Meetings: Council together, listen to their input and let them help make policies and procedures, set goals together, regularly share KPI’s, share successes, address their concerns and discuss safety.
Create a culture: Get buy-in from employees through success, share customer reviews, cleanliness and organized, let them know when they are doing a good job, share in the vision and mission.
State of the Art Equipment: have the best tools and equipment, information systems, have the right tools for the job, equipment training videos and manufacturer training clinics with lunch.
He cultivates an environment where his team wants to be there. Acknowledging a job well done.
Invest in state of the art tools, equipment and software.

Steve Finzel
Employee loyalty is about the relationship. Through the use of one on one meeting, monthly team meetings that include total shop performance and key indicator numbers, and Friday casual lunch meetings, employees feel connected to the business and each other. As shop owners, it is part of your responsibility to nurture this. MOP bucket meetings to get anything off your chest. No names no rebuttal. Honest and transparent.
Using outside of work experiences like summer family party, Christmas party, Happy hour, out of town training and sporting events helps to create the bond.
Providing training, healthcare, simple IRA and an above average compensation package tell the employee you care about the well being of them and their family. Providing training lets them know you care as much about their success as yours.
Steve closes the shop between Christmas and New Years.
Benefits require the growth of your business and profits.
Leaves a skeleton crew at the shop and takes most of his team to Vision.

Resources:
A special thanks to Donnie Hudson, Roy Foster, and Steve Finzel 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
This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

Subscribe to a mobile listening app HERE.
39 min
May 09, 2019THA 118 Recruiting Students to Discover a Career in Automotive


Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN.
Seth was educated at a UTI in Chicago where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.
He is the owner of Eurotech which specializes in BMW, Mercedes and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians are able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.
Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics. He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.
Seth belongs to AASP in MN, BIMRS as well as NASTEF. He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners has helped grow his business. Listen to Seth’s previous episodes HERE.
Dave Macholz is the Academic Chair of the Automotive Technology program at Suffolk County Community College, the largest Community College in the State of New York.
Dave began his career as a Technician at the age of fifteen and worked as a tech while pursuing a degree at CUNY Queens College. After College Dave owned and operated his own shop and continued to work as a Technician until being hired as a full-time High School Automotive Teacher at Eastern Suffolk BOCES in Oakdale NY.
Dave served as the lead instructor for the AYES Automotive program at ES BOCES for several years before leaving to take a position as a full time Instructor at Suffolk County Community College in Selden, NY where he currently Chairs the Fiat Chrysler MOPAR CAP Local, General Motors ASEP, Honda PACT, Subaru U, Toyota T-TEN, and general automotive programs.
Dave is an instructor and program consultant for Worlpac where he teaches and manages a team of Asian market vehicle technical trainers. In addition to his instructional background, Dave writes technical articles for Motor Age Magazine, serves on several industry and publishing company advisory boards and is an advocate for continuing automotive education for working automotive professionals. Listen to Dave’s previous episodes HERE.
Aaron Dalton joined North Kansas City Schools in 2008 as an Engineering Technology Teacher teaching college engineering courses for 9 – 12 grades. Over the years, Aaron furthered his degree in Career and Technical Education (CTE) Leadership and became one of the lead teachers in the school district. In 2017, he was hired as Assistant Director for a Kansas City Area Career Center and in 2018 was promoted to Coordinator for School to Career Programming at North Kansas City Schools.
Aaron currently oversees all career pathway programs in 6th grade, middle school, high school, and off-site programs like Automotive Technology. In the evenings, he teaches drafting courses at the local community college.

Key Talking Points:
Don’t sell ourselves short. This is a fantastic career.
We’ve got our problems but more and more are turning around and fixing our issues

Be sure when you build a mentor and mentee program with an apprentice, you select the right person
Be sure your mentor doesn’t disenfranchise your new hire

This is a high tech job today and into the future.
Seth: Career path to trade program in high school to include income pathways
Middle school is an important part of creating interest and excitement into automotive careers
Get involved in career fairs.
Present or just talk to classes, parents and school and administration
Get former students working in the automotive to speak to students and parent

Hold shop tours. One of the best exposures to the automotive to parents and students.
Be sure counselors and principals come to visit your shop.

Post-secondary schools have OEM relationships with their specific programs
Independents must get involved and engage with the college by speaking to department heads and participation on advisory board.

The quality of post-secondary (college) programs helps generate recruitment via student word of mouth.
Many students who go to work for dealerships work in the maintenance area (oil changes) and get disenchanted.
Seth Thorson: Graduating students get shop tours at independents
He hired an apprentice from a most recent tour

Seth creates his own graduation program for a new apprentice as part of a career path
Apprentice/Mentor program
Includes ASE goals

Messaging
This is a high tech industry
Not a dirty hands job anymore
When talking to parents and students, have students talk to them about their experiences.

A draw for recruitment
Career path
Clean shop
Resolve compensation issues
More profitable shop
Salary plus incentives
Tied to training and ASE

Do mock interviews for your school
Help with a NATEF review
You have to reach out to students because the ‘word’ may not reach them through the school unless we do it
Get high-school counselors to post-secondary automotive tech facility and observe
Set up some ADAS calibration if you have it and show them.
Independents must be prepared to discuss pathways and compensation plans with guidance counselors

We’ve got to figure out how to pay a living wage for technicians
Seth Thorson: Consider supplying a starter toolbox for new recruits from post-secondary
When you are presenting bring items to pass around and for students and parents to touch. Scopes, sensors, etc.
Many in education don’t reach out to independents, therefore, the independents must reach out to the high schools and colleges. Find the time the one hour it takes to help your business and the industry by reaching out to the schools.
We get too tied up in our silos. Get in your car and visit.

Resources:
A special thanks to Seth Thorson, Dave Macholz and Aaron Dalton 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
This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

Subscribe to a mobile listening app HERE.
55 min
May 02, 2019THA 117: Creative Brainstorming: How To Build an Idea Factory

Shari Pheasant, the Queen of Horsepower, believes in building people first and uses her own brand of horsepower to drive people from the inside out. She is a dynamic speaker, multi-award-winning business innovator and president of the Reno-Sparks NAPA Elite Business Development Group. Shari owns A Master Mechanic, with her husband Jeff, and transitioned to an “out of the shop owner” in 2014.
Shari has over thirty-five years of business management, team building, project management, operational development, marketing/branding and sales experience building scalable, sustainable models. Her strategies strengthen the value of your company brand, improve relations and motivate your team to bring in greater profits naturally, confidently and with ease. She has worked successfully with small businesses and companies to create thriving, sustainable cultures that build profit and wealth through accountable, responsible actions. Find other episodes that feature Shari HERE.
Barry Barrett an authority on sales and selling is a Professional EOS Implementer. His company is Business With Purpose. During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people.
Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. Barry is a Ziglar Legacy Certified Coach. Listen to Barry’s previous episodes HERE.
David Eschbach has tenured more than twenty-five dedicated years in the automotive aftermarket. After graduating from the University of Kansas, David committed his professional career to become an industry-leading coach and trusted source for guidance. He understood that earning a position of leadership required experience and a catalog of achievements.
Throughout the past two and a half decades, David has served and counseled leaders of the mahogany hallways as well as one-man start-ups on dirt floors in tin-roofed repair bays. He has learned that there is wisdom in every handshake and a story in every success.
David prescribes the importance of process, with the understanding that money is a byproduct of great service experience. He has learned that the automotive aftermarket is an industry of families. That is why he is humbled that thousands of service managers and hundreds of business owners have trusted his guidance while on their journey to success. Listen to David’s other episodes HERE.

All the books mentioned on the podcast can be found on the Books Page.
Key Talking Points:
Break down the silos of your environment
We are experts at automotive repair and look at other industries and people who don’t know your business

Strong confident leaders are engaged to listen and learn from their team and understand that they don’t have all the answers.
They also know that their team wants to provide input to help the company grow

Culture is incredibly important that encourages the openness
Culture comes from core values
They must be identified so your company has a northbound direction

One of Barry’s core values is ‘Radical Transparency’
This is the truth as you see it.
Book Ego is the Enemy

Creativity comes from culture

Adam Grant Ted Talk – The Surprising Habits of Original Thinkers
It is about capturing and using great ideas
They may need time to grow

The brain is used for having ideas not storing them
If you wake up at night write down what your thoughts are. Your brain will rest

Brainstorm with the team on how you can find another $100 increase to your average repair order
In an ideas factory, Walt Disney says there are three types: Three Stages of Thinking: Dreamer – Realist – Critic. You need all three on your team.
Barry: Ideas are a dime a dozen. Execution of ideas that matter.
Applied knowledge is power

Barry: Create an issue list. Every team member has their own issue’s list. The list get assembles weekly and up to leadership team.
Every issue has an idea
Your ideas must solve problems
When a team member gets one of their ideas implemented they know how much they matter to the business

Shari: Leaders must:
Listen First
Allow Brainstorming
Support the Change
Teach Transformation

David: Creativity is an emotional process
As leaders, we need to keep an open mind and ideas come to you respect the emotion that has built the idea

Leadership and culture does not change overnight
Creative conflict can be respectful when ideas are being shared.
Trust me to be part of the relationship

Looking at your ideas ask the five whys.
Ask Why 5 times based on the answers you get as you dig into the idea

David: Create a statement of benefit on everything in the shop
Does the item or process really benefit the business? Is it useful?
Create a tag and write it on the item.
You may find items or processes that may not lend value to the business

Even bad ideas from the past may work today. Do not prejudge.
David: Play the explain game
Explain the internet to a person from 1920
Explain a lightbulb to a person from the year 1515
This is a great activity for service advisors
It is an activity that sparks creativity
This can be used to explain leadership

Take an idea and ask to explain how it will work.
Are there any holes in there.
Questions are the answers.

Get great ideas from outside the industry
We talk a lot about doctors
Go observe customer service at other companies that have a ‘walk-up’ counter. Customers reactions are important to observe. Get ideas from this.
Find local business groups that all members are from different industries

Every failed idea is grounds to build upon it
Barry: We don’t like to change or like to be innovative
Seth Godin says that we have to admit if we are not competent to do new things and implement new ideas.
We have to come to an area of incompetence. We become afraid of that.
Get past your ego and get feedback
Have a creative conflict and culture to implement the best ideas

Resources:
A special thanks to David Eschbach, Barry Barrett and Shari Pheasant 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
This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

Subscribe to a mobile listening app HERE.
51 min
April 25, 2019THA 116: Business Coaches Lab – Improving Shop Efficiency

Your Learning Curve Never Sounded So Good
THE 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.
Jude Larson is the Director of New Business Development for the ACT Group. He is a frequent speaker and trainer at industry events. Jude has vast business experience including being a highly successful service advisor, the owner, and operator of a hybrid online and print marketing company, a top performer in the financial industry, and had a record-setting career in retail management.
Jude is also a shop owner, Valley Repair in Tenino, WA. Listen to Jude’s Episodes HERE. Jude uses his rich experience and business success as he consults, trains and coaches results-focused solutions with clients.
Murray Voth, owner of RPM Training learned how to service and repair cars, motorcycles, and airplanes in his youth and earned his commercial pilot’s license. After college, Murray was hired by a firm doing research and development in the service station industry. That led him to own and operate service stations for the next 20 years.
After receiving extensive training from a major oil company in Canada, Murray worked in service station dealer development. His experience in training and development led to an interest in how people function. He began to think about what holds them back from learning and implementing new practices in their businesses. What causes people to change?
Murray has done extensive research into human potential and has the ability to synthesize this material and make it practical to apply. His favorite moment is when a client says, “I get it!” or “I did it!” He is known as an implementation coach. For the last 10 years, he has been the senior trainer, coach, and facilitator for a major automotive training company in Canada, and worked part-time in the USA as his schedule allows. Murray has worked with hundreds of shop owners helping them to be more profitable and reduce their stress levels. Listen to Murray’s episodes HERE.
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’s previous episodes are HERE.
Key Talking Points:
Know the capabilities of your techs. Their gifting.
If they enjoy the work they do, they will be efficient
Have the right people do the right work

Find obstacles that are in the techs way of efficiency. Don’t hold up your technician
IDEA: Open parts boxes before the job is started to prevent the possibility of delay because of wrong parts

Create a shift in attitude of inclusion to improve processes
Are the techs able to do their jobs?
If not. Why not.

Build a team so each other has their back.
They need to know what the billed hours objective is as a team
They need skin in the game
If vacation the hours will not change. The costs continue

The techs keep finding ways to get things done faster and the owner finds ways to give it away. The pencil is hurting efficiency and billed hours.
Don’t penalize yourself for getting competent and the years of wisdom and knowledge your team has. Bill correctly. No shortcuts.
Shop owners and technicians do not understand their worth.
Charge for your education and tools.

Rick White: The Curse of Knowledge. Charge for your value.
You’ve got to bill for the time you invest in test dries, cleaning up the bays, putting tools away. If you had no work you would not be doing these jobs. Don’t be afraid to charge
Jude Larson: May a man prosper as his soul prospers. A person’s capacity of their success is limited to their capacity for success.
Some techs won’t let their service advisor undercharge for him/her
Understand the value each team member brings to the table
We are a professional and must run our business, train our people and charge according.
Carm’s pyramid concept. The Charge for Repair (on top) comes with a big investment in Training, Equipment, continuous Process Improvements, Pay/Benefits, and Experience/Knowledge, among others. Don’t forget what your fees are built on. This shows support for using all tools available to improve efficiency and earn a strong profit.
Stop treating our techs like grease monkeys. They are professionals. Does service, ownership, and techs all have each other’s back? This is worthy of a discussion.
The entire team understands the entire functionality of the business and what is holding them back.

Discover your bottleneck. Team meetings will help understand them. Then create new policies and procedures around new processes.
Discuss the “Why Not’s”
Regular communications
The coaches have varying ideas on when to have meetings, however, they are important to the flow of information and constant improvement
If you believe you can’t, you can’t.
Everyone needs to discover if the processes continue to work and add value. If not stop and discover, at the moment, if improvements are necessary.
Encourage your team to bring solutions to their problems or issues for improvement. Listen completely to the ideas

The service advisor is responsible to be sure the techs are efficient. They need to provide everything to make their techs productive.
The shop owner does not have all the answers. Encourage your team to contribute and use their ideas.
Having goals will help with efficiency
Job descriptions for every position
Bob O’Connor :
You can’t run your business from a creeper
You can’t run your business from the front counter

The value of shop tours to discover improvements in efficiency
Amateurs create, professionals steal
Study the processes
When you travel to conferences go a day early and visit shops. Call first and do discovery
You may be a kinesthetic learner and shop tours gives you the visual immersion

Be open to new ideas, if not you’ll never get any
Change is not an option. This won’t work in my community or in my business is an unacceptable excuse.
Cecil Bullard: Many problems that exist are not with tech but with processes of the business.
Don’t interrupt your tech and pull him off his job and/or thought process. It takes so much more time to get back on task.
Murray Voth: We typically use the oil change/maintenance as a ‘draw’. Consider doing maintenance or oil change while vehicle is in for repairs.
Rick White: When you hear an orchestra warming up it is like nails on a chalkboard. When playing with the conductor, together, is music.
Don’t underestimate cleanliness.

Resources:
A special thanks to Cecil Bullard, Bob Greenwood, Rick White, Murray Voth and Jude Larson for their contribution to the aftermarket.
Books Page HERE
180Biz Website HERE
RPM Training website HERE.
ACT Group website HERE.
Institute for Automotive Business Excellence website HERE.
Automotive E-Learning Center website HERE.
Leon Martin Episode as mentioned by Jude and Carm HERE.
Micromanaging episode as mentioned by Carm 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
This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

Subscribe to a mobile listening app HERE.
57 min
April 18, 2019THA 115: Who Says You Need an Automotive Background to Run a Successful Shop

Your Learning Curve Never Sounded So Good
THE PANEL:
Brian Sump is not your typical shop owner. A former professional athlete, Sump had never turned a wrench in a shop before starting Denver-based Avalon Motorsports in 2007. But in the years since, he has used his business acumen and detailed, process-based management philosophy to grow the German-specialty shop into what a number of industry consultants consider to be an industry leader. Brian now has three locations. Listen to Brian’s previous episodes HERE
Andy Bizub from Midwest Performance Cars in Chicago is also a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of and started a turnaround. Andy now has two locations. He bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Listen to Andy’s previous episodes HERE.
Key Talking Points:
Transitioning to a new career requires a feeling out or learning curve time
Many great people in the industry have offered help and it was welcomed open arms
Andy was able to retain his top talent in his acquisition
Brian: YOu apply certain tenants of growth and development not only personally and in your business
You progress at a certain rate
Look at your peers
Are you on a path
Keep growing and access where you are

Everyone can become an expert
Andy: The business of being in business is about continual improvement. Even incrementally.
You’ve got to push to be better
Get on a process of continual improvement of yourself and your people
Celebrate the wins and the high water marks of your measures

Patience is a virtue
Pay homage to your team for your success
Good leaders/CEOs engage their team for their ideas and be sure they get to implement them
Reach out and share with your industry peers
Rookies are always listening and learning what they don’t know. Veterans are always trying to state what they know. Everyone should have a rookie mentality.
Give your people the chance and have the confidence in them to come up with their own solutions. Buy in not necessary because it is their decision to implement.
Warren Buffet does not know anything about the candy business but he owns Sees Candy.
Andy and Brian did not know how to fix cars, and they have great businesses
There is a very distinct difference from being a pure follower, being a leader and being a dictator
Our people need us to lead them. To inspire them. To find solutions for them and to motivate them
You got to know when to step up and lead and pioneer.

Andy allows their people to make the final decision to hire. Their buy-in is the highest on the new hire.
When you give power to your team you can be free to do innovative things to bring back to your business
If you are too busy putting out fires remove the kindling
Identify the three things you hate the most in your business
Start there to delegate them. Shovel off these items

Learn to live in your customer’s shoes
What is the real customer experience through the entire transaction
Understand their pain points and remove that friction from their experience

Polish up where you are weak, however, excel at your strengths
Invest in your people and shape a career for them
Complete training

Unlocking potentials understands gifting and callings
You’ve got to be fulfilled in what you do
Not easy. Got to get up every time you fail.

Change is a part of life and is important in every successful business
We have cobwebs in our homes and have scratches on our walls.
You will see them when you visit other people’s houses but will not necessarily see them in your house. You’ve looked past them for years.
Learn how to problem solve. Look deep at your business.
Ask your colleagues to visit your place.

Resources:
A special thanks to Brian Sump and Andy Bizub 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 remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com
48 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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