Town Hall Academy - Archive

By Carm Capriotto, AAPBusiness

Town Hall Academy - Archive episodes

January 30, 2019THA 104: Business Coaches Lab: The Art of Implementation – How to Get Things Done

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. Institute for Automotive Business Excellence 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. 180Biz Website 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. ACT Group website HERE.
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. RPM Training website HERE.

Key Talking Points:
‘Just One Thing’ can really help you be a better implementer.
Book ‘Just One Thing’ -Gary Keller. Find it on the Books Page HERE.
Remember Curly from ‘City Slicker’
What is the one thing you need to get done? Even the hardest.
Usually, the one thing we need to do isn’t our favorite thing to do.

Knock off some easy things to set momentum.
Brains will reward us. Will set you up to keep going.
Make your bed first thing in the morning. Set your tone.

Book. Eat that Frog. Find it on the Books Page HERE.
Strategies:
Do the small things first and build up trust.
Do the things you know you can accomplish
Create a habit. Set aside time.
Spend time planning.
Turn off your cell phone.
Turn off your email.
Close your door.
You will find you constantly reprioritizing your list

Start your day with intention.
What are the things you can do to create the outcome you are intending?

Reflect at the end of the day.
Schedule blocks of time each day for the many different hats you wear every day.
Must schedule time for what is important. If not the important things never get done.
Start a project don’t expect perf

Murray Voth:
Created a coaching method called SOAR, Situation, Outcome, Action, Result
Together we identify clearly what is the situation we are dealing with.
Write down the outcome we want before we start
Write down the actions that would get us to the outcome, and then measure the results to see if we have reached the outcome.

Make appointments with yourself to get things done.

Cecil Bullard, Rick White, and Murray:
Tendencies.
When I don’t know what to do, you find things to distract you.
Don’t be afraid of failure. If you never start you don’t fail.
You need to suck before you get to great.
We need to learn from our results.
Failure is when you give up.
Learning to walk. You don’t remember that you most likely fell down 1,000 times before you learned.
Confidence doesn’t’ come first.
First is the choice then the commitment then the courage to do it then competency, then comes confidence.

Be kind to ourselves.

Murray
You cannot plan results you can only plan actions.
SOAR, Situation, Outcome, Action, Result

Too much goal setting without action steps. (always have a task and a deadline)
Set goals. What.
Talk to people that have to do it. Who.
Strategize: When, How.
Measure
Follow Up. Did it work? Any consequences.

Having an accountability partner (business coach) will help in a big way.
Book: Getting Things Done (GTD) -David Allen On the books page HERE.
GTD: Your brain is for creating ideas not holding them.
GTD System: Capture – Process – Organize – Review – Engage
Jude says Wunderlist is an excellent list keeper and is a FREE app that syncs to all your devices.

Shop owners are trying to do too much. Trying to be the answer man.
No time to problem solve or be creative.

Talking about vision to a shop owner may be tough. What about dreaming. What is your dream? Where are you going?
Time is necessary to know themselves and why they want to do it.

What is driving implementation?
Is it reactive?
Is it proactive?

Why are you doing this? What is the outcome
Implementation can be fun.
Planning can be boring.

What happens if I stay the same?
What motivates your change.
Nothing changes until it hurts enough.

Stigma in our industry
If you are fixing cars today you are as smart as a doctor today.
They are geniuses. We are smart and valuable to the profession.

Success is not a destination it is a journey.
Try things, fail and try again and try again.
Eventually, you will succeed.

Focus on what you have control over not what you cannot control.

Resources:
A special thanks to Cecil Bullard, Rick White, Murray Voth and Jude Larson 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
RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.
Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.

Subscribe to a mobile listening app HERE.
52 min
January 23, 2019THA 103: Turn Price Shopping Callers Into Customers.

Your Learning Curve Never Sounded This Good
Emily Sundstrom‘s career in the automotive field started about 13 years. She was hired to “just” answer phones. It quickly turned into something which she had a passion for. She enjoys doing it every day. The passion comes from taking a stressful, unexpected situation and turning it into an experience that leaves the customer feeling confident, educated, empowered and respected. She has acquired multiple certifications from ASE, ATI, Wa. State Emissions, Elite Master’s Program, and Ami. She strives to continue to learn every day. Working with my customers and team at Valley Auto Electric has taught me the importance of customer satisfaction. Watching a customer walk away with a positive an experience, not just a transaction, is how I show there is more to automotive ownership. They have also gained a relationship in the process. Facilitating these relationships is my greatest accomplishment.
Bill Haas, AAM, is the owner of Haas performance consulting LLC, with 40 years of experience in the automotive service and repair industry. Clients have access to Bill’s solution based focus, expertise, unique perspectives and in-depth knowledge of the industry.
Bill began his career working part-time at a full-service gasoline station in Appleton, Wisconsin. His career includes time as a technician, shop owner, technical trainer and on the staff of the automotive industry’s oldest and largest association representing automotive service and collision repair businesses. While at the association Bill had the opportunity to work with all segments of the industry.
His knowledge of the industry has been shared on many occasions as he has been invited to speak at numerous industry events as well as providing testimony at hearings of the US Congress and several state legislatures on important legislation and regulation affecting the automotive industry.
Bill received the Accredited Automotive Manager (AAM) credential from the automotive management institute in 1996 and has been a member of the automotive management institute’s faculty since 2002.
Bill is also the business manager for NACAT, the North American Council of Automotive Teachers. His services include business management seminar development and delivery, keynote presentations, business consulting, performance coaching, and strategic planning facilitation. Listen to Bill’s previous episodes HERE.

Key Talking Points:
The Service Adviser/Manager has the toughest job in the company.
We get ourselves in a trap when customers call for a price.
When we fail to convert we blame it on the price shopper.

The person who is calling you and asking for price may just need help because they don’t know what else to ask.
Change the trigger.
Whatever the caller asks for it will trigger a reaction:
Give them a price
Or tell them why I can’t give them a price. If it is your company policy no one cares that it is your policy.

They may not be shopping price. They are shopping for you but price may be the only thing they can ask.
Let the ringing phone be your trigger to move you into ‘Make an Appointment’ mode.

Never give the caller information that won’t help them make a good decision.
If you give price will that help them make a good decision about their car?
What do the brakes need?
You make bad decisions with bad information

Empower them to make their decision based on the information you give.
Value story:
Let’s get it here and let my team of ASE certified technicians look it over. I want to do it tomorrow morning.

Our desired result from the marketing we do to get the phone ring should be to get a vehicle in the bay. Appointments are the goal.
Learn to do the right things when the phone rings.
We can give a ballpark figure (price). They say I’ll call you back. You have no return on your investment.
If we give a price and always land in the middle we would do great. But you’ll never know how well you did.

Every call starts with a conversation. (Bill Haas)
Let me see how I can help you.
You need an SOP (Standard Operating Procedure)
You are going to make two invitation to bring in the car. After those two invitations get off the call. In about two minutes.
If the calls are over 5 minute your chances are minimized with each minute you are on.
We’ll Mr. Customer it doesn’t sound like you are ready to have the car looked at yet. My name is Bill, I’ll be happy to help you when you are ready, just give me a callback and we’ll take care of you.
50% you will get the appointment.

Never stop listening to the caller. Get their story. You need to be in charge.

Smile when you are on the phone. It can be seen by your caller.
Put a smiling caricature or the word smile on every phone or computer screen.

We allow people to answer the phone who have never had a lesson on how to answer the phone.
Create a script for technicians who may answer the phone as a last resort.

Stop telling people what you can’t do and tell them what you CAN do.
Disney: “Look Our Customer in the Eye and SMILE”
Be a good listener. If face to face, know what their eye color is. Attentive listening.
Know your value proposition or elevator speech.
Also, know what your customer may value.
Is it warranty, the speed of service, loaner car, free wi-fi, coffee, accurate promise times, reliable

Ask why they chose your company.
Where do they normally go for service?
Know who you are competing with.
What does your customer expect?
How will they compare you to what they are used to?

Emily believes her women customers are at ease with her.
Women are more value based than men.
Hit a home-run with women. Offer fast, reliable, safe service.

There is a time you will give a price.
A timing belt because the owners manual says to do it.
You should give a maintenance service price, but have incredible value vs. one of your competitors.
Give all the value why you are the better choice when you give the price

Resources:
A special thanks to Bill Haas, and Emily Sundstrom 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
RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.
Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.

Subscribe to a mobile listening app HERE.
53 min
January 16, 2019THA 102: Second Chance – Working with and Supporting Addiction

Your Learning Curve Never Sounded So Good
The Panel:
Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN
Eric Ziegler a Mobile Diagnostician owner of EZ Diagnostic Solutions Inc in Peoria, IL. Also, an instructor for Automotive Seminars and The Driveability Guys
Rob Rowsell, shop owner, owner of Family Auto Service a four shop group in the La Mesa, CA area. Author of the book ‘Addicted To Life’, How I Went from Homeless to Extraordinary Success and Happiness in a Short Period of Time. Find a link to Rob’s book on the book page on the website HERE.
Tanner Brandt, owner Tanner’s auto Clinic LLC, Mobile diagnostics and programming as well as teach for CTI

Key Talking Points
The panel consists of two former addict and two ‘normies’. The ‘normies’ have a close friend or family member that is in recovery and has had an impact on them.
Myth: People who struggle with addition come from a bad or broken home and have no support.
Truth: Until an addict says ‘Done’ no one can help them. Your heart may say you are done but your actions must demonstrate it.
Addiction can come in many forms:
Caffeine
Sex
Germaphobe
Gambling
Video Games

We worry about it when it becomes difficult to perform our daily functions.
Look at science. It starts uniting things.
How you are wired

Drug testing for your people or new recruits is dependent on state laws.
Gray areas in states where marijuana is legal.

You can put up a sign that says ‘We are a drug-free workplace.’
An addict’s descent into relapse occurs long before they take in the substance or activity. Talk to people to learn the signals of relapse.
Usually, performance at work suffers and that is a signal.
You must call them on it. If you ignore it will not go away. It is their addiction.
You must protect the business.
The success rate for addicts beyond the first time is not good. The success rate can be less than 10%.
Faith-based success rate is over 80%.
There is a 12 step program at Vision KC.

There are many programs out there to help. If an addict plays the denial card there is no hope.
Having the right culture in the company will help a recovering addict.
The Christmas party is not at a bar.
Do not ridicule the addict

Opioid addiction can start with a prescription for pain because of an accident or the like
If you are wired for an addition your pain killer can set you off.
We are in an opioid epidemic in our country.
Opioid addicts have treatment that others don’t. They can go on an alternative drug to get their life back, their job back, their family back.

Our reward system is designed, in our brains, to give us big rewards, a dose of dopamine. We can find ourselves finding alternative ways to provide us the dose of dopamine.
If you expose yourself you will become; In Rob’s book he talks about ‘The Law of Exposure’. It is as reliable as the Law of Gravity
If you hang around bank robbers you will become a bank robber. If you hang around God-fearing men, you’ll become a god fearing man.
Don’t risk a relapse by hanging out in the wrong environment.

The way out is you need to believe in yourself.
Myth: People believe that there is a moral shortcoming because you are an addict.
Addiction is a family disease.
The negative energy that destroys an addict’s life can be used to focus on recovery.
By healing the addict the family heals.
There is more going on than just a lack of willpower or corruption of a person.

If you had an employee leave work to go for cancer treatment would your perception of the person going for addiction treatment be the same?
The hard part of an addict is living life without.
10% is the drinking – 90% is the thinking.

Mental illness, driving people to self medicate.

Link to National Drug-Free Workplace
Resources:
A special thanks to Matt Fanslow, Rob Rowsell, Tanner Brandt and Eric Ziegler 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
RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.
Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.

Subscribe to a mobile listening app HERE.
1 hr
January 09, 2019THA 101: Ghosting – Minimizing New Hire No Shows
Your Learning Curve Never Sounded This Good.
The Panel:
Jonathan Ortiz is the son of Foreign Affairs Auto’s founders Frank and Gloria Ortiz. He has an MBA from Northeastern Boston and is currently the general manager of the shop. He is the brother of the two-time Olympic soccer player, Melissa Ortiz and she works in the marketing department. His passion is customer service and he got this passion to serve from his family. His family created the culture of giving what you can. He is joined by a talented team of managers, technicians, and service staff. Learn of Jonathan’s previous 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. Learn of Carlo’s Previous episodes HERE.
Peter Foreman from Integra Tire, Second Generation Shop Owner, 39 Years old from Langley, BC. Peter literally grew up in the shop. As a baby, there was a cot in the office while his mom Cheryl did the books! Taking his Dad Dave’s beliefs and expanding on them, Peter went out and made a career on his own in the auto parts industry before deciding to come back and help his family bring the shop into the next age of auto service and repair in 2005. Peter is happily married with two children. His children love to visit the shop as well. Maybe there will be a third generation one day! Learn of Peter’s Previous episodes HERE.

Key Talking Points:
Ghosting happens with all age brackets but seems most prevalent between 22-36 ages.
You are always wondering what you did wrong.
There are fixes you can make and all areas of the recruitment process must be available.
Do you have a broken process?
Stronger ads. A consistent message that flows right through the interview process and into your culture.
The interview process is more a social process.
The process of how we tour the shop when you go to the office, do not sit behind the desk should be all choreographed.

You can lose people within the first day or week because how you explained the culture of the business is the exact opposite. They were oversold.
Your team needs to know how important they are in onboarding.
Peter actually had a group interview (roundtable) for a service adviser job.
Jonathan likes to do a working interview with a technician candidate.
He says he has a high paced rockin’ roll environment.
Looking for the candidate to spend one day at the shop. Looking for multitasking even though he will be shadowing another tech.

Jonathan is recruiting for top technician talent and his candidate base already have jobs.
We’ve got to get them over their fears to change
At the end stages of the timeline to arrive is where he had lost a new hire.
Look to hire faster than the typical two weeks. See if the candidate can start within a week.

Some new hires that have ghosted Carlo were never to be heard of again.
Suggested to track down a no-show and keep them on your bench. Things change. Don’t give up on who you felt would be a rock star.
Red Carpet:
Build up to the excitement. Set up their space in your place.
Talk about joining the family.
Create an emotional connection
Build enthusiasm for them coming on-board.
You are offering a rare opportunity. People don’t leave our company. Show them stability
You’ve got the tools to get the job done.

Show a path to different roles in your business. Maybe a tech would someday consider being a service advisor.
Warning signs:
The candidate needs to think about the job offer.
Lack of communication. Not getting fast responses.

You can also lose people within the first 30-90 days,
You can lose people during lunch hour or just not show after a few weeks or months on the job.
The reality is just to walk away from a job or a relationship. The way it is with a certain age demographic.

If your candidate is willing to leave right away and come with you, they will do it to you.
Carlo says you need to hold fast and give a two-week notice. Teach them the ‘right’ way. If you lose the candidate that may have prevented a walkout someday.

You need to put out a consistent brand message and culture from the moment of the ad.
Your team is as responsible for retaining a new hire.

Candidates or employees ghost on us and go to the dealer because the deale HR departments are selling the brand. They also have a big opportunity and they buy into that.
We need to up our hiring skills and our interviewing skills if we are going to compete with the professionals.

You need a strong brand and culture to have relevance for the best candidates.
Possibly consider hiring an HR specialty company to help in your recruiting and compliance.
Keep in mind you need legal ob descriptions, hiring processes and a handbook.

Be involved with other local shop owners. Create a strong tight-knit community. Learn from each other. They aren’t your competition. There is enough work for everyone.
Keep your message clear during the entire process, stay in tight communication during the process, always be hiring. You are not the only one this is happening to.

Resources:
A special thanks to Jonathan Ortiz, Carlo Sabucco, and Peter Foreman 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
RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.
Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.

Subscribe to a mobile listening app HERE.
51 min
January 02, 2019THA 100: Up Your Game: Become a Level Five Leader and Improve, You, Your Business and the Aftermarket
Your Learning Curve Never Sounded So Good
This episode is not intended to give advice on the tax law or accounting principles. Please check with a professional for all your tax or accounting requirements.
The Panel:
Vic Tarasik is the Founder and Managing Partner at Shop Owner Coach. A business management consultant to shops across North America that assists shop owners in achieving their dreams through the intentional application of best practices and personal development. Previous Episodes HERE.
Maryann Croce of Croce Transmissions in Norwalk, CT and business adviser at smallbizvantage.com. Previous Episodes HERE.
Bob Greenwood, AMAM, is President and CEO of Automotive Aftermarket E-Learning Centre. Previous Episodes HERE.
Greg Buckley is the CEO Buckley’s Personalized Auto Care in Wilmington, DE. Previous Episodes HERE.
Shari Pheasant and her husband Jeff own A Master Mechanic, and she is known as the Queen of Horsepower. Previous Episodes HERE.
Chris Cloutier is co-owner of Golden Rule Auto Care and CEO of AutoText ME. Previous Episodes HERE.
Brian Walker is the founder and CEO of 5 Stones, a marketing agency in Hammond, Louisiana and former shop owner. Previous Episodes HERE.
Bill Hill owner of Mighty Auto Pro from Medina, OH. Previous Episodes HERE.
Brett Bohlmann of HWY 7 Service Center, Newel, IA. Previous Episodes HERE.

Key Talking Points:
Listening: Vic Tarasik
Have we earned the right to be heard because we take time to listen?
If the leader shows they care then they earn the right.
The leaders care about their people and demonstrate that they can be trusted.
Listen first then speak.
Listen for solutions and answers.
Stephen Covey habit #5. See First to Understand then to Be Understood.

Resilience: Maryann Croce
A leader sets the direction and empowers productivity.
Leaders are not born they are made.
Be curious.
Don’t focus on the obstacles but take what we can learn from them.
It helps us become the best version of ourselves and it builds competence.
Resilience helps to build a healthy relationship.
As the five closest people to you what are your biggest challenges. Have them be brutally honest.
Stop comparing yourself to other shop owners. Focus on your wins and your accomplishments.
Don’t take things personally.
Align your team to your values.
At the end of the day know you made a difference.

Become the CEO of your company: Bob Greenwood
You can ‘t learn to be a CEO if you work in your business, you must be working on it.
You need to use a telescope and a microscope as a CEO
Look at facts to make discussions about your future.
Gather facts. It takes 3 to 4 years to develop cultural change.
Look at all opportunities for revenue in the future.
Your microscope if your business.Set deadlines and goals with timeline and responsibilities to an owner.
Hire remarkable people. Do they have the desire and belief in the business or are they just bought in to have a job?
Bring out the best in your people.
It is your responsibility for your success. You are responsible for every family who works for you; this is a huge weight on your shoulders.

Perseverance: Greg Buckley
Rely on your convictions so you can move forward.
Perseverance gets you over when things are not perfect. It helps you adjust accordingly.
The Genius/Idiot Quotient. The number of days you feel like a Genius and divide by the number of days you feel like an idiot. Seek help from people to get the next goal.
Walls to climb and rivers to swim to reach out goals.
You need a great core of yourself, a strong moral compass if you are going to be successful.
When a leader walks into the room people can see them.
Look at your horizon and make sure it is not a mirage.

Invest in your staff: Shari Pheasant
Jim Collins book Good To Great. Go to Books Page Here.
The word discipline is good to know and understand. It is a good word.
Training opportunities increase employee retention.
Training costs less than turnover.
Build people first and they will build the business. Zig Ziglar
It is easy to get training today.
You should spend 3 to 5% of your payroll costs on training.
Employees need to learn at their own pace.
The Missed Effect:Miscommunication (90% of the breakdown of a cohesive team)
Miss understanding
Miss directed teams
Missed opportunity
Invest in training so you can attract the right people.
Training involves forward thinking.
Untrained employees are unhappy employees.
Invest in training for yourself to be a better leader.

Delegate and get out of the way: Chris Cloutier
Are you running your business or is the business running you.
There are many reasons we do not delegateWe are Type ‘A’ ‘Doer’ people. We want to know things are done. Others don’t do it as good as us or are as smart as us. Get out of the way and let me do it.
We don’t want to fail.
We need to look beyond our fear and delegate.
We are heroes in our business. We are the key people. We need our customer to tell us how great we are. You may not feel you are providing value so you don’t delegate.
If you are asked, you never say you are a leader. You are an owner. Train yourself to become a great leader or hire someone to be the leader in your company.
Set a goal to replace yourself. Don’t reply to text messages for help. Let them figure it out.
Stop giving the answer, let them fail forward as you did. Don’t fear failure.

Be Your Word: Brian Walker
Brian’s coach told him to stop lying.
The lie you tell that you don’t realize you are.
You tell yourself lies and others.Like: ‘We’ll buy a new alignment machine soon’ and you’ve been saying that for the last three years.
You need to become a person of your word. Your wife family and your work team.
There is a point when people will not believe you at all.
Don’t lie to yourself.We use stories as crutches.
You must become a man or women of your word.
Conscious self-creation. Affirmations.Create them and repeat them every day.
Show through your actions that your Word

High Expectations of your Staff Building A powerhouse team. Bill Hill.
Find the weakness in the people you’ve hired in the past and then look to overcome them in your new hires and your current team.
Your people are the most important part of your business.
Overachievers love to train, they love to have responsibility (power)
Hire people who can be better than you.
Be involved in your community.
Create a strong culture. Have fun.

Train and Develop Within- Brett Bohlmann
We are responsible for our people and their family.
We can have human waste around us if we are developing our people.
We have to have core values and match new hires to them and match your team’s behavior to your core values.
RATE: Relationship + Attitude * Talent + Expectation = Production
He doesn’t believe in the technician shortage.
Our biggest shortage is in leadership.
We need to get in the classrooms and get involved early.
We need to invest, develop and train our people. (new or established)
Training within is not easy.
When times get tough that is when we get good.
Developing never ends. Training has a start and a stop. Keep developing.
Be in the people building business.
Success is not measured in dollars, it will be measured by what you become.

Resources:
A special thanks to Vic Tarasik, Maryann Croce, Bob Greenwood, Greg Buckley, Shari Pheasant, Chris Cloutier, Brian Walker, Bill Hill and Brett Bohlmann and 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
RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.
Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.

Subscribe to a mobile listening app HERE.
1 hr 7 min
December 26, 2018THA 099: The New Tax Law Impact on the Service Professional

Your Learning Curve Never Sounded So Good
This episode is not intended to give advice on the tax law or accounting principles. Please check with a professional for all your tax or accounting requirements.
The Panel:
Reed Melis worked in public accounting for 7 years prior to founding Paar, Melis & Associates in 1992. Reed conducts seminars, currently through the Automotive Training Institute, to instruct and train automotive repair shop owners to increase their profits and understand their “P or L.” Reed and his wife, Gina, are parents of Ashley and Drew. Reed is proud of his daughter’s accomplishments in college. You will often see him watching his son on the soccer field on the weekends. Reed also loves the Classics, cars and rock music. He will often travel to see a concert out of state.

Hunt Demarest is Accredited in Business Valuation and a licensed Certified Public Accountant that has been with the firm since 2006. He specializes in business taxes, valuations and does consulting work with our clients all across the country. When he’s not in the office, Hunt enjoys spending time with his family, golfing, working on and racing his cars.
Gerry Frank has been in the auto repair industry for over 39 years, Gerry has worn all the hats. From technician, manager, owner and now business coach. Gerry still owns his repair shop in Cleveland OH and is a principal member in Repair Shop Coach, helping repair shop owners to work smarter, not harder. Gerry started working in a Shell station while in high school when gas was 69cents a gallon.
Garry is known as the numbers guy – They say everybody has a special god given talent or superpower and for Gerry that’s the ability to see the holes in the bucket in any business by examining a few financial reports.
Key Talking Points:
New 20% Deduction for Qualified Small Business Income (Federal Taxes)
You pay your taxes based on a 20% reduction in your profits. In other words, your tax base is on 80% of your profits if you are a pass-thru entity.
S-Corporations, Partnerships and Sole Proprietors are considered. Please check with your own accountant to see if your companies structure qualifies.
This is a new feature in 2018. You’ll see a ‘windfall’ this year and become the ‘New Normal’ for at least the next 5 years.
You may want to consider doing something with the monies you will not pay Uncle Same. Fund retirement, pay debt, set some aside for a rainy day.
Self-property rentals to yourself also qualify.

100% depreciation available for most asset purchases.
Include improvement to buildings, parking lots, roof, etc. (new structures are not)
Instead of depreciating over time you can take it all in this year. Having Uncle Sam pay for part of your improvement!

Expanded Child and Dependent Tax Credits
New Law: If a child is under the age of 17 from $1,000 to $2,000 and the income range was opened to qualify.
Added new child tax credits, check with your accountant or tax preparer.

Tax credits are better than a tax deduction. It is like getting cash.
A tax deduction reduces the income.

Technicians that have written off their equipment purchases off their taxes are no longer allowed.
An opportunity for shop owners to consider buying technician tools. See previous podcasts on buying technician tools. An even strong reason to consider this especially if techs have been using this tax write off. Link to Episode on Buying Technician Tools:
Academy Episode 084 HERE.
Academy Episode 036 HERE.

Even employee based business expenses like the internet because of research for case studies or certifications.

New Lower Tax Rates and Tax Brackets
This was not only a tax break for the rich.
Hunt and Reed are seeing a tax decrease on average of 3%

Our employees see that your $1 million dollar shop makes you a millionaire.
Share the segment of your Profit or Loss statement that everyone can control so they understand where the money goes.
Break down, with your people, how the money is distributed to vendors, employees, benefits, rent, utilities etc.

You need a power team of advisers: Attorney, Accountant, a Banker and a Financial Adviser.
April 15th isn’t the time to do tax planning. Work with your accountant to review your tax strategy no later than September each year.
Entertainment cannot be deducted any more. (Ball Games, Concerts, etc.) “The No Fun Rule”
Remove your Entertainment expense account.
Meals are 50% deductible. Summer cookout.
Meeting expenses are OK.

Get the book ‘Profit First’ by Mike Michalowicz. Find it on the Books Page HERE.

Resources:
A special thanks to Reed Melis, Hunt Demarest and Gerry Frank and 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
RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.
Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.

Subscribe to a mobile listening app HERE.
52 min
December 19, 2018THA 098: Daytime Training vs Night Time Training – A Discussion of Ideas

Your Learning Curve Never Sounded So Good

Chris Chesney is the Senior Director of Customer Training, CARQUEST Technical Institute, and a NASTF board member and a member of the ‘Road To Great Technician’ project. Listen to Chris’s previous episodes HERE.
Lucas Underwood is an Automotive diagnostic specialist, shop owner, and foreman. He owns L & N Performance Auto Repair, Blowing Rock, NC was Founded In 2008 As A Diesel Performance Shop – Over The Past 10 Years, The Facility Has Transformed Into A Full-Service Automotive Repair Facility. Offering Repairs On All Makes & Models, Gas And Diesel.
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.
Paul Marquardt Started in this business in 1979 as a pump jockey and lube tech. Paul attended various training over the years, some of it daytime training 4 hours travel time. He bought the business Northwoods Auto Techs, Rhinelander, WI, in 1990 and in 1995 expanded from 2 bays to 5 bays and became a NAPA Autocare center at the same time. He was the NAPA Stevens Point NAPA ASE Tech of the Year from 1999 through 2008 and was the National NAPA ASE Tech of the Year for 2010. Paul Joined the NAPA Autotech training team around 2011 as a contract trainer and have been doing that as well as keeping the business going.
Key Talking Points:
Daytime training model
A fresh set of eyes, after a nights rest, delivers better knowledge transfer.
Dealerships are doing daytime.
Young technicians want to know what your training commitment is.
They want to know if they’ll be paid to go to training.
They want work-life balance. They don’t live to work they work to live.

We need to schedule effectively when we lose a technician to daytime training
If the shop owners commit to daytime training the training companies will be there to meet that demand.

Night Time Training
We need to change the culture of training. Night time is not working.
So many in the class have half mast eyelids. How much training are they getting.

Overall message
We need to move to a competency training model
Training costs too much. Some shops don’t budget for training
Technicians need to be compensated for attending training no matter what time of day.
Training is a differentiator when hiring and keeping technicians
Training is an investment not an expense
Schedule around daytime training. Don’t put your shop in a hole when a technician is at training. No different than the sudden sick day.
Private training is being done in local markets
A group of owners are pooling their money and hiring a top training.
Get about 10 shops in the market to split the cost
Requiring hands on training, as this become a trend.
Smaller groups get a better experience

You need a learning plan for your team
It must be based on need
In small bite size segments

Training must be attacked with a strategy and a plan
Having a strong training culture can bring potential techs who want to work for you to your business
Do your techs know why they are going to training?
We need to challenge ourselves and the industry trainers to bring more daytime and hands-on training
Hands on is critical after a class. Owner needs to ask their tech to perform some of the tasks that were taught in class. Without hands on the knowledge transfer is minimized. Follow up and follow through
Teaching the principles of the class to the rest of the team will benefit the ROI of the training
Carlo Sabucco is taking is team to Vision KC 2019. He will close his shop. The value he sees:
Knowledge
Networking
Training culture commitment
Socializing
Expose your team to the best trainers in the industry

Involve your high-school and college instructors in your classes.

Resources:
A special thanks to Chris, Lucas, Carlo, and Paul 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 LinkedIn 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
RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.
Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.
51 min
December 12, 2018THA 097: Service Professional Loyalty: A Supplier Perspective

Your Learning Curve Never Sounded So Good
The Panel:
Trevor Martin began his career in the Automotive Aftermarket 37 years ago. Trevor is the President of Vaca Valley Auto Parts, a family owned company that has been in business since 1974. During his time at Vaca Valley, he has worked in every position from stocking shelf’s, delivery driver, counter, outside sales and now President.
Trevor currently serves on the Federated Board of Governors, Federated C0-MAN council, Solano Community College Automotive Advisory Board, and is a past AWDA Board of Governor.
Trevor is married to Paula and has three children, Jenna, Zoe, and Zane. When he is not participating in his children’s sports and activities, he enjoys water skiing, snow skiing and being with friends.
Bradley J. Hartline was born and raised in Boyertown, PA where he attended school graduating from Boyertown Area Senior High School in 1978. He subsequently attended Ursinus College (Collegeville, PA) graduating in 1982 with a bachelors degree in Economics and Business Administration with a minor in Psychology.
Immediately following graduation Brad went to work for Big A Auto Parts – at the time the second largest auto parts distributor in the country. He began as a management trainee for his first year of employment. During that year he learned the basics of operating a parts store and began honing his managerial skills. In 1983, he assumed the responsibility of managing a store in Gilbertsville, PA. Operating a store forged the foundation of his future in the auto parts industry. Two years later he was promoted to operations manager for Big A Auto Parts’ Pennsylvania store chain. In that position, he developed a “big picture” view of operating businesses. In 1986 he transferred to the distribution center side of the business (APS – Big A Auto Parts’ corporate identity) where he spent 18 months in sales as an Account Executive. The job entailed selling to and working with privately owned Big A stores. This gave him additional exposure to how small businesses operated versus a corporate environment. Again, this would lend itself towards what was yet to come in his career. In 1988 Brad was appointed Assistant General Manager of the Pennsylvania store chain returning to his roots. After two years in that position, he became the General Manager, a position he held until he left Big A in 1997. As General Manager he had full responsibility for as many as 20 stores during his term. The experience was invaluable.
Upon leaving Big A (they were on the brink of bankruptcy and ultimate liquidation) he joined Parts America – a Sears company and division of Western Auto. Brad was hired with the intent of becoming a Territory Manager (same as a General Manager with Big A), but a twist of fate would guide me to my first store ownership. Less than a year after beginning with Parts America (acting as a recruiter in the HR department) he received a phone call from a former Big A co-worker. He had left the corporate Big A to buy his own stores. He was looking for a new partner to replace his retiring partner at Pottsville Auto Parts – a two-store business. He jumped at the opportunity and, in January of 1999, he was suddenly an entrepreneur! Two years later he joined the partnership at Hyde Villa Auto Parts in Reading, PA adding to my responsibilities. Ironically, these were formerly Big A stores in my chain. I was, therefore, familiar with the operations at both companies and even rejoined some former co-workers and employees. At the onset of my ownership, Big A was still supplying our stores but the company was at the end of its corporate life. To supply our stores we started a co-op warehouse through a Pronto affiliation under the corporate name of Bellcow, Inc. After three years we sold the warehouse to NAPA and began our long and still existing affiliation with the distribution giant. Bellcow was relocated and retained on a smaller scale distributing primarily batteries and commodities. He obtained ownership in Bellcow with two partners in 2009. In addition to the warehouse, Bellcow owns a NAPA store in Mahanoy City, PA. In all, his five operations – run by him with his partners – employ about 60 people and have collective sales of about $20M. It is challenging and consuming operating multiple companies and locations, but it is also very rewarding. Looking back, he wouldn’t change his path!
On the personal side, He has been married for 35 years to his college sweetheart, Stephanie, an English teacher. They have two grown children – Emily, a dietitian, and Alex, a social worker. They live just outside of Reading, PA about 20 miles from where he was raised.
Mark Stabelfeldt has spent most of his working life in the automotive repair and automotive aftermarket industry. He got his start in this industry by partnering with his father acquiring a bankrupt auto repair business in 1997 in his hometown in the great state of WI. As Mark and his father worked to turnaround the repair business he relied heavily on the local automotive parts supplier. As a Service Advisor Mark quickly became a certified Bumper to Bumper Auto Repair facility which gave him access to training for him and his technicians. In less than 8 months Mark’s repair business became the #1 customer of his local Bumper to Bumper auto parts supplier. In fact, the better the relationship got the stronger each business became.
After turning around the repair business Mark left WI and headed for the East Coast where in the summer of 2003, he landed with Gates Corporation as a factory Heating and Cooling representative calling on NAPA Jobbers in VA and MD. Mark leaned on his past experience running his shop to grow sales through partnering with Installer customers, helping them to grow their business. Mark was promoted several times achieving Regional Manager with Gates Corp, managing a team and responsible for 267 NAPA Auto Parts stores in the Mid-Atlantic Region (VA, MD, DE, PA and NJ). While with Gates Mark won numerous sales awards; Factory Rep of the Year, Top 8 in sales multiple years, #1 in sales and others.
Mark left Gates in the summer of 2015 and joined Fairfax Auto Parts, a locally owned 14 store NAPA Auto Parts group located in Northern VA, as their first Sales Manager. Mark was hired to manage the Outside Sales Team of 9 and worked closely with their 14 store managers. In the summer of 2017 Mark and his wife relocated to Gilbert, AZ. Mark continues to work for Fairfax Auto Parts in operations.
Throughout his career Mark has made being a partner and problem solver with his customers a priority, growing not only his sales but that of his customers and making life-long friends along the way.

KEY TALKING POINTS, a ‘Suppliers Perspective
Our customers need hot shot delivery
E-Commerce makes pricing transparent
Suppliers realize they need to be competitive, however they don’t believe price is the ultimate differentiator because of availability, speed of delivery, service, people, training among others.
Suppliers need to be competitive and be within a range.

Communication is the key to a strong business relationship
A salesperson is an important factor in relationships and communications.

Most supplier customers are not shy and will share what they see so that the supplier understands the marketplace and issues to help them run a better business. Therefore relationship is key.
Many bring up pricing as an issue but that is the start of the discussion of so many other needs of the customer like:
Training: Technical/Management
Warranty/Labor
Availability

Warranty and labor claims is a big issue.
They are asking for help on the complexity of repairs.
Don’t hesitate to use the manufacturers hotline for support regarding a warranty/diagnosis problem.

Training must be provided however a decent turnout is a factor for some training. The best shops always have people in the seats. The marginal shops don’t see the value of training.
Getting a shop to participate in training opens their eyes to the value of training and how it can help them in their business.
Some of the best techs resit learning new things. Change is tough for many.
The tech savvy customers

Should warranty/alleged warranty part return be shared with the service professional so they can see their rate against their purchases. This can spot a deficiency in a techs performance or a training gap or both.
This group is sharing the challenges that exist at their level of running a business from cost of inventory creep because of new returns because shop buys everything needed for a job, just in case. Warranty issues and cost of hot shot delivery. Theses should be shared both ways.
Part availability creates loyalty. Challenge is right part at right time is a big challenge for distributors/jobbers.
They feel that their brick and mortar stores continue to have a competitive advantage over E-Com. There is an insulation to the fact that the service professional need today’s parts.
Survivorship in the distribution business is to pay attention to the needs of the future vehicles. The product mix will change in the next 10-15 years. Consolidation in both levels of the industry will continue to put pressure on running a better business and partnering with each other.
Sales people are problem solvers and relationship builders today. They follow up on warranty and support the success of their business. The key is to build trust.
Brad says that training class options are being presented to their top customers for the next year.
Trend as the suppliers see it:
Technician shortage
Dealers advertising all makes all models
Service professionals asking where to find people
Working with high-school and post-secondary institutions
Offering free training to students and instructors

Consolidation will create opportunities and make some shops stronger.
Some may go out of business and their customers will assimilate into the market.

Help the jobber know your delivery need. If urgent let them know, If no rush, let them know. The biggest cost of a supplier is their cost of delivery. Help them out either on the phone or when doing business with E-Com.
Having a professional counter staff is another differentiator even with a lot of volume coming through in E-Com.
Some younger shop owners are starting to build bonds and a partnership with the local jobber/distributor. Once they understand the value provided they will come over from buying from E-Com only suppliers because of the value provided.
Younger shop owners are more tech savvy but will have local suppliers.

Resources:
A special thanks to Trevor Martin, Brad Hartline and Mark Stabelfeldt 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
RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.
Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.
55 min
December 05, 2018THA 096: Engaging Kids in the Automotive

Your Learning Curve Never Sounded So Good
The Panel:
Frank Luetz 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.
Patrick McHugh always tinkered with ‘stuff.’ His dad bought an ’85 BMW when he was 14 when he noticed Patrick was running out of things to tinker with. A friend, Eric, had a lift and was a BMW person who helped Patrick and his dad learn everything about the car. Listen to Patrick’s previous episodes HERE.
John Gustafson is the president and CEO of Gustafson Brothers, Inc. an auto service center in Huntington Beach, California. The company specializes in customer service and performs auto service work, collision repair, and paintwork along with other auto-related services for the community. Listen to John’s previous episodes HERE.
Steve Ford – The Car Guy®, is a California-based lifetime car enthusiast and 35-year auto industry veteran n ongoing professional work as an award-winning broadcast journalist and educator today, he is a certified ASE Automotive Technician/Trainer. In volunteer work, he contributes to skilled trades and youth, careers outreach programs as an automotive technology instructor and career planning/motivational speaker to schools and at-risk youth programs. Listen to Steve’s previous episodes HERE.
Key Talking Points
ASCCA, Automotive Service Councils of California, has a power point presentation for download that you can use today for your next speech at career days or at any community event. We must become advocates and ambassadors for the automotive industry. Download the powerpoint HERE.
You must volunteer to speak at rotary, chambers, schools, PTA’s, career days all need speakers. Don’t wait for an invite, invite yourself.
Every automotive radio show must involve our youth.
We are heading fast in the opposite direction as automotive school programs are being disbanded. We must step up.
Kids yearn to be a part of a tribe.

Frank Leutz
Meeting youngsters where they are at —the importance of taking educational clinics to their “sandbox”.
Start your engines –why it is critical to go from show and tell to real-world active repair scenarios follow up in the garage.
How to DISENGAGE interest immediately–why the “ME” economy needs to be realized when engaging younger generations.
We need to mentor.
We are stretched for time so let’s help each other. We all can chime in LIVE at classes. Be a guest presenter through technology. Help your local instructors without leaving your business.
Use technology and your smartphone or desktop to link up with the class and or students to do a Facebook Live

Get kids involved with data streams and identifying that cars have controlled area networks. Fluids are important but data and computers are exciting. The kids want to see technology, that is exciting to them.
Peer to peer sells. The language of their peer group helps engage. If one gets involved in automotive they have the power to influence a peer. We must start to engage our youth or we’ll never seed our future.

John Gustafson
Student ‘Boot Camp’ called “Intro To Auto”
Students from 13 to 18 years old.
The schools in his market are not teaching auto which was the drive for John to start this program.
Course outline starts with concept, engineering, manufacturing, distribution, sales, financing, Insurance, Service and Repair, collision repair and recycle.
Engagement with 13 years through 18-year-olds.
We hold them winter, spring, and summer during school breaks.
Discuss career paths used to attract youth to our profession.
Lifting local visibility of dignity of the “can-do” skilled trades world.
ATC: Auto Talent Co-op. Website HERE.
Listen to the episode with John on ATC HERE.

John started this because in his community high schools do not teach automotive.
Email to John Gustafson:

Patrick McHugh: STEM Classes
His “Why”
Growing up as a tinkerer
From broken blenders to weed eaters, to lawn mowers, to tractors, to cars, to Cessnas, to Jets and Back to cars
Girls are a solution to the tech shortage, focus on them, show them that they can do it if they are hard working and use their head.
He has to do this because he is driven to help our youth appreciate the STEM (Science, Technology, Engineering, Math) side of the automotive.

The nuts and bolts of running a STEM class
Target age of 14 (+- 4 years) because that’s the age that he needed it.
Separate boys and girls into separate classes.
My “lazy” way of dealing with the hardest part… marketing the class, find advocates to help you recruit.
David beats Goliath as long as he has enough leverage and brains! Brains over brawn, you don’t have to be strong!
Safety is #1, the point of the class is to give the kids 1 or 2 skills and to reveal a career path.
The incredibly thoughtful questions kids ask… The heat shield, the radiator, cooling fins, energy transfer, the fuse blows to protect the wires!
Parents are required to come and be in the back of the class.
Speaking to kids and parents at the same time… The parents are listening when you talk.

Download Patricks’ STEM outline HERE.

The benefits to your shop
A chance to share your culture and get the best referrals
The STEM class has opened up opportunities that he never imagined through the parents. He discovered a politician who loved the class and he offered his voice to her for the automotive. He also found a realtor to help him find his first building.

These classes make me feel good! How many kids have I helped?

Steve Ford
Be entrepreneurs for education
Volunteer and engage with a local car museum.
Tap into challenge and leverage opportunity of American societal concerns to address “loss of the nation’s hands-on celebration & culture”
Leverage and influence under-utilized capabilities of current and future auto enthusiast networks for “contagious collaboration” — engage car shows, cars & coffee events [all those “hoods up” just to ‘look at(?)]; address the “why” behind the “how” of American car culture for youth and teens; those who wouldn’t otherwise be “aware/exposed” to tools, techniques and careers.
(Examples – local car museums, after-school programs [existing community centers (Boys & Girls Clubs, community non-profit youth centers, or we “start” them ourselves where space can be allowed, such as YMCAs, PTAs (Parent Teacher Associations)], and help local communities reach at-risk teens and youth, who are often those who are turned off or dropping out of school w/out hands-on connections.

Resources:
A special thanks to, Frank Leutz, Patrick McHugh, John Gustafson and Steve Ford 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
RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.
Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.
53 min
November 28, 2018THA 095: Taking Good DVI Pictures

Your Learning Curve Never Sounded So Good
The Panel:
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.
He is now President of Diagnostic Network and shares this plans and vision for this new diagnostician tool. Find Scott’s other episodes HERE.
Greg Buckley is the CEO the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.
Jim Fleischman and his wife Shelly own Automotive Alley in Arcade, NY. Jim attended Alfred State College for Automotive Tech. He went to work for a Ford Dealership as a shop foreman. Jim’s racing and organizational experience came by being part of a race team that ran Busch and NASCAR. He was recruited from his alma mater, Alfred State College, and became an instructor. Jim always wanted to teach and it was fate. He spent fourteen years as an instructor. He loved building relationships with his students.

He was balancing his teaching job and owning a shop while Shelly ran the business for him. Jim ultimately left his teaching job and went to work full-time in the business. Shelly’s background was accounting which was good for the business overall.

Jim believes in a strong process driven company. He is all about improving efficiency. Saving steps for productivity gains. Anyone can study their inefficiencies and make changes to improve productivity. He templated his systems against NASCAR. Immaculate, organized and tools quickly reached and found. Jim perpetually works on streamlining to increase his productivity.

Automotive Alley also specialized in the street rod, hot rods, upgrades, and restorations. For Jim, the word “can’t” is not in his vocabulary. Find Jim’s other episodes HERE.
J.R. Portman is the Chief Operating Officer and Vice President of 5 Stones Media J.R. Portman hails from Laredo, Texas. The Tulane University alumnus earned a B.A. in English and Studio Art while focusing on photography and creative writing. In his 20-year photography career, Portman has racked up many accolades, including being a Google Trusted Photographer and Local Search Strategist.
As COO of 5 Stones, J.R. oversees all departments of the marketing agency and workflow, while also conversing with clients to ensure goals are being met.
Portman’s first love of photography afforded him the opportunity to publish photos on Google Maps; allowing widespread views of his work in the hundreds of millions. One of his proudest accomplishments at 5 Stones has been the development of the Photography and Video division of the agency, whose work is now regarded as one of the top visual producers in the Southeast Louisiana region.
Key Talking Points:
Great DVI photos is another step in transparency in your customer relationship.
Your brand will be reflected in the quality of your picture.
Can’t be cloudy, grainy, unfocused.
The tech is there, so there is no tech barrier to entry into DVI.

It is not overbearing to take great pictures.
You’ve got to become a photographer. Don’t fight it.
If you are going to do a video they need to be short.
Think with the end in mind. What is your subject?
Will you narrate the video?

Be sure you post the best pictures of each area of concern.
Take pictures to develop the base case of vehicle health.
Outside pictures of vehicles will help to identify scratches/dents.
A best practice is to take shots of the vehicle at the start of job and end of the job.

Be the boss of your picture.
Move rags, move items, like garbage cans in the background. It is a reflection of your brand.
Lighting is important. A flashlight might not be the best because of a hot spot that will not create a great picture.
Take a point of reference picture. (identifier of the vehicle)
The license plate, color of the car are key to be sure the customer understands it is their vehicle. (Be Authentic)

Use a light stick to improve the lighting of a pic under the vehicle or under the hood.
Your shop lighting may be enough but always be sure you’ve got enough light under the car.

A picture of dashboard (mileage), inspection sticker (if applicable), oil change sticker.
A video less than two minutes can educate and engage the customer in the problem.
Increases trust.
Document with video the depth of the repair, example if the front clip is off or dashboard out. This shows the level and depth of the repairs.
Get comfortable taking video. It is the future and expectations of the customer is low, meaning you do not need to have a Hollywood production.
Keep in mind you are talking to one person not to thousands.

Keeping your camera/phone steady is an art form.
You can get a gimble (steady cam device for under $300)
Greg Buckley demonstrated a technique; how he holds his camera to make it steady. (see video)
Triangulate your hand

Use the phone’s built-in stabilizer

You can even turn on GEO tagging on your phone to give a point of reference. This is a Cover Your Butt tactic.
Greg has a disclaimer on his repair order that highlights that he may use pictures for marketing or training use.
Use your phone horizontally for DVI picture. You get more real estate in your picture.
Instagram wants vertical.
Use props like tread depth gauge, and colored brake gauges.
Having your hand or thumb in the picture will go a long way to show scale.
DVI software allows you to markup and text picture.
If taking a picture of a part use gloves when holding the part in the picture.

As a team, talk about the picture you take.
You can post pictures into social media and video’s into your youtube channel.
Use pictures and video from all jobs to show new customers that you’ve done.
If you are suggesting a repair you’ve got to have a picture of the problem.
If you are doing pre-purchase inspections you may take up to 50 pictures.

Resources:
A special thanks to Scott, Jim, and J.R., 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
RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.
Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.
58 min

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