Town Hall Academy - Archive

By Carm Capriotto, AAPBusiness

Town Hall Academy - Archive episodes

September 12, 2018THA 084: Buying Technician Tools: Create Your Program!
Your Learning Curve Never Sounded So Good
The Panel:
Keith Williamson is the owner of Williamson’s Repair and Tire in Bondurant, IA for over 20 years. He is a member of ASA Midwest where he leads the Shop Owner Support Group (an amazing group of shops) in Iowa. He and his team focus on the customer experience, as well as Hybrid, Electric and emerging vehicle Technologies. He recently added a solar array to his building and uses a Toyota Prius and Chevrolet Volt as shuttle vehicles and plans to add more hybrid and electric vehicles as they continually update their loaner fleet. He is a member of RLO Training’s Bottom Line Impact Group for 4 years. Listen to Keith’s previous episodes HERE.
Andy Bizub is 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 starting a turnaround. At 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.
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.
Key Talking Points:
Buying technicians tools is a recruiting and retention tool for your business.
New technician program ideas:
Catch them when they start school.
Post-secondary student starts as a freshman. Buy a toolkit for them.
Work for your shop and get your tuition paid if you stay for four years.
Apprentice gets a toolkit. So when they are working for you they have access to tools.
Apprentice set is smaller and mobile so as apprentice works with different technicians they have their set with them.

Provide built-in tool boxes for every tech.
Toolboxes are a big barrier (cost)
All tool boxes are uniform. Tech has the key. The owner has a key. No toolbox envy.
This is trending especially at higher end euro shops.
Offer storage of techs current box while he uses your built in.
Some techs will sell their box.
Productivity gains when every toolbox is uniform.

The shop provides all specialty tools, diagnostic tools and scopes.
Tech owns a basic set of tools themselves
Every Lexus dealer is creating built-in tool boxes.

Shop owner helps techs buy tools
Shop foreman has a budget for tool purchases.
Idea: Andy Bizub: Exchange for labor hours. By mutual agreement, approved by his accountant.

Owners don’t want to see their techs in debt.
Techs must put an amount on their credit cards each week for the tool truck.
Less debt to carry
Tool truck’s love it because shop owner is paying them every month.
Less downtime from techs as they don’t need to spend as much time with tool truck.
Techs find something they need; these shop owner will purchase for the shop.

Current technicians
Keith Williams. Weekly stipend if zero comebacks.
$50 per week.
Not based on parts defects.

If techs are not worried about their tool debt they are a better person all around.
Yearly bonus can be used for tool purchased and used during the year.

Getting known at your automotive high-school or college
Let them know that you provide intern/apprentice tools
You can start getting some of the best graduates if you involve yourself in the school and they know you have a great program to support graduates into our trade.

Independents must get involved at the post-secondary level. (High School Important also)
Work with the department chairs and develop relationships with instructors.
Get involved with inspections for ASE Education Foundation formerly NATEF.
We must work with our young people and help them buy their tools.
Get together and help the schools acquire tools and equipment.
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
A special thanks to Keith Williamson, Andy Bizub and Seth Thorson for sharing so that all ships rise.

Resources:
Link to Seth Thorson Interview on Creating a $25,000 Scholarship Endowment HERE
Link to Academy Episode 36 ‘Ten Reasons For Buying Technician Tools’ HERE

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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
42 min
September 05, 2018THA 083: What Separates the Outstanding Technicians
Your Learning Curve Never Sounded So Good
The Panel:
Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980’s. 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. When the owners retired in 1995, Kevin bought the business and the rest is history. Kevin’s 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, adaptations, 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 these Remarkable Results Radio Episodes HERE.
Wayne ‘Jerry’ Bishop began his automotive career as his Dad’s shop helper in the 1970’s. After graduating high school in 1979, he attended Florida Community College, studying Industrial Electronics. Having a good understanding of electricity gave him an edge working with his dad after school. Jerry has worked more than 30 years in the automotive repair industry, specializing in auto air and drivability. Before owning his own automotive service and repair business, he worked for Ford Motor Company, AutoNation USA, Daimler Chrysler / Jeep as well as a few large independent shops in Jacksonville Florida. After closing his business in 2004, he worked for American Honda. In 2006 Jerry joined Standard Motor Products as a Pro Training Instructor. He is an ASE Master Certified Technician with L1, L2 and L3 certifications. He also holds a State of Florida Emissions License. Jerry currently lives in Fleming Island Florida with his lovely wife and his daughter. He and his family enjoy cooking, fishing, bicycling and hiking. Wayne’s previous episodes HERE.
Key Talking Points
Outstanding does not equate to being an ‘A’ tech. An A Tech, B Tech or C Tech can all be outstanding.
To be excellent and outstanding technicians need balance in their life.
Be grounded with personal time.

They lead in the shop and help develop the culture of growth, a learning environment and take on work others may not want, but also how to take a certain path to a solution.
Will help younger technicians grow in their career.
They will show and share their knowledge.
Outstanding technicians want to work at outstanding shops.
Passion is required. A burn or fire in your belly to show up every day to do your best.
Being self-critical.
Pride in your work to be able to fix a problem no one else can.
Having pride in your workmanship.
Prideful techs will verify their solution.
Pride requires humility.

Growth in maturity is a large factor in these outstanding qualities.
Precision in work quality is an important quality to strive for.
Being accurate and right.

A great fix and a greasy floor or fingerprints on the vehicle will not bring the customer back.
Is the owner creating the environment that attracts outstanding technicians?
Kevin Eckler looks at the Disney model against his own business.
Your team will need to have measures to understand what outstanding means in your business.
Outstanding Techs:
Are mature.
They realize that they don’t know it all.
Want to learn more every day.
Will want to stay current.

Balance
You need a hobby that is not working on cars.
Spend time with family and friends to avoid burnout.
Teach the younger technicians to find this balance early in their career.

Humility comes from age and wisdom and can come at any age.
Flat rate pushed techs to form being outstanding and push to be fast.
A flat rate may have killed a lot of technicians careers.
At dealership doing a job over and over again. Flat rate works.
At independent shops seeing new and different jobs more often lends itself to a salary and bonus program.

Networking is an important ingredient for outstanding technicians.
Learning different points of view on tackling a challenge.
Also, manage shop managers and owners to help you find different perspectives on your work challenges.

Mentoring helps you be ‘like’ someone by learning their ways and methods.
Finally:
Good communication.
Honesty. Be truthful.
Don’t take frustrations home.
Let your family ground you.
Learn to disconnect.
Create a work environment where it is safe to talk about anything.
An outstanding technician is confident and a contributor.
He is a great citizen and helps others.
She has great values.
Learn from your failures.
Don’t fake anything beyond your skill level.
Have multiple mentors that can provide you with different perspectives on your challenges.
Must be a perpetual student

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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
49 min
August 29, 2018THA 082: Acquisition Strategies
Your Learning Curve Never Sounded So Good
The Panel:
Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business.
Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry. Listen to Greg’s previous episodes HERE.
Transformers Institute HERE.
Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE.
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 a detailed, process-based management philosophy to grow the German-specialty shop into what a number of industry consultants consider to be an industry leader. Listen to Brian’s previous episodes HERE.

Key Talking Points:
Team Building before you start your next branch is critical
You need to build your team. Have your team train their replacements. Decide ahead of time who’s going to lead the new shop or old shop. You cannot run both at the same time. Develop some sop so you can open a new location quickly.

Confidentiality
Loose lips sink ship. The more people that know your plans the more expensive it will be! Keep your mouth SHUT!
If you use a broker you will sign a Non-Disclosure Agreement. (NDA)
If people know you are in acquisition mode dollar signs get in people eyes.
If you tell your key people you must have trust or have them sign a Non Disclosure Agreement (confidentiality).

How do you get a lead?
Tool trucks, parts reps, relationships built through local ASA or similar events, old school banging on doors, asking realtors or brokers.
Brand your company that you want to grow. Tell people. Tell your team. Shop owners that are ready to sell will find you. Their realtors will find you.
You may get a lead because of your reputation and culture in the community and industry, where you can offer an opportunity to the new employees over the big box acquirers.
Another big factor is that the seller’s customers will be well taken care of and relationships will be valued.
If you buy through a broker plan to pay more because they have a cut of the deal.

Discussions with your accountant.
Layers are paid to say no, however they must read every contract or agreement you sign.
Accountants are uber conservative. You need to listen but they do not know your industry as well as you. Their advice is important but put it in context.
Your set your books need to be straight up. You need to know what’s working right and what’s not.
You also need to talk to your bank. You need a strong relationship so they can react as fast as you need them too. The deal that has money at the ready wins.
Also, work with your banker on a potential SBA loan. Buyer beware not all banks have a seamless relationship with the SBA.

Do you scout for property or hire a realtor.
Many found our house by driving through neighborhoods. There are strong regulations on buying homes. The commercial real estate does not. Gloves are off and you must be very careful about what you are buying. Leases, environmental, and having a high level commercial real estate person should be on your team.
The purchase price of the business and the lease value or property value are factors in what the buyer leaves with. You may consider the entire deal structure together.
Dwayne Myers always uses a realtor.
If you own property you can always leverage the asset value in your growth, however, leasing building is also OK moving forward, but know what is in your lease.
You can add the first right of refusal in a lease agreement to buy the property if it goes on the market.

Approach a current owner.
Dwayne likes them to come to him, but he knows people that have and were successful at it.
Greg uses his supplier network to set up a lunch meeting with possible acquisitions.
Be real and fair to get an honest conversation.
Use restraint when you see numbers. Do not create a hurt relationship. It may take time for the seller to recognize the quality and value of your offer.
If you do not get the deal today, you may have a chance down the road to approach it again.

Be patient. If you have patience you are in the driver seat. These tactics is not to be dismissed. It is one of the most important parts of making a deal.

Negotiations. Challenges. Either business or property.
Books recommended by the team.
Never Split the Difference: Negotiation As If Your Life Depended On It by Chris Voss
Rocket Fuel: The One Essential Combination That Will Get You More of What You Want from Your Business by Gino Wickman and Mark C. Winters
Dwayne believes everything is negotiable and sometimes it’s good to buy the land and other times renting will still make you a nice profit. If you don’t have the funds to buy the property set up a deal where you buy the business, maybe owner financing (win/win), then have it in the contract in 5 years you can purchase the land.
Sellers have their blood sweat and tears in their business and feel that their business is worth more unless the numbers prove it out.
You can ask for owner financing. It is a win for you if they say yes.
Due Diligence. A comprehensive process.
Discovery of all financial information, processes, procedures, payroll, systems, job descriptions, 3 month past due financials.
If you get the information quickly that tells you something, if it takes way too much time, that tells you something.
Many sellers are overwhelmed with the request for the comprehensive nature of the due diligence process.

Any trouble normalizing a P&L from an acquisition?
You must discern where the money is going.
If you are not great at understanding P & Ls and chart of accounts get help to best understand the real expenses, revenue, and margin.
Apply your common sense to what you discover.
A broker’s overview will have a ton of information.
Point of sale information is not what you are looking for.
Decide start-up costs. The 1st year can be a mess but work to get it normal. Expect a loss but you should project out so you have a plan to be profitable.
Financing ideas. Do you have a more in-depth perspective on this?
Brian just went through SBA pre-approval, he said the SBA just went through changes.
Every bank handles SBA differently. Some have different lending parameters. Do your research.
Traditionally banks do not want to lend on a business acquisition. The SBA takes the risk from the bank.
Down payment structures and payment structures are designed to make the deal work.
Be prepared to have cash or liquidity to do the deal, at a minimum of 10%.
Greg says the SBA is for small business but it can be a painful process.

Dwayne has never done an SBA. He believes in community banks vs. big national banks because of regulations.
If you have an existing shop with an owned property that has equity you can cross collateralized the assets to come up with the down payment.
Dwayne loves owner financing too!

Many businesses go out of business not because they are not profitable, but because they run out of cash. Preserve cash always.

Sister episode Town Hall Academy 075: ‘Am I Ready For My Next Branch?’ HERE.
Town Hall Academy 040 on SWOT- Strength | Weaknesses | Opportunity | Threats mentioned in this episode HERE.

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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
51 min
August 22, 2018THA 081: Niche. Should We Find Specialties and Create a New Business Model or Services?
Your Learning Curve Never Sounded So Good
The Panel:
Greg Buckley is the CEO and the 50 + year young of 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.
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.
Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop, Freedom Automotive in Hesperia, CA. Jeremy’s previous episodes HERE.
Key Talking Points
Chris Chesney: Exciting times to be in the industry.
Niche vs Specialty
With ADAS on the horizon a big opportunity
Differentiate yourself by doing the job right the first time. Do the basics right.

Niche
Offer your service in a way that no one else does.
A segment in your service that distinguishes yourself so the customer comes back for more.

Get your act together in your core services before expanding into other services and specialties.
Tough to give full service and to be the best serving all platforms in the future.
Equipment investment and training are factors.
Unless you have a specialist in each platform on your team.

Greg Buckley’s shop is qualified as a child safety seat center and works with many hospitals, companies, and police services as a go-to as an authorized child seat fitment professional.
Greg also started an up-fitting services division (specialty) working with fire rescue, police and commercial vehicles. He recently up-fitted a fire and rescue gator.
He is an automotive services enterprise not just a repair shop and will invest in the right equipment and people, but will always research the opportunity before ever jumping in.
Market research based on opportunity and investment is critical.

Do not bring your hobby to your company. It is tough to make money with your hobby. There are very few exceptions.
ADAS will be a specialty as we get to move through time.
Very precise type of work that will require a large investment.
You can serve the collision industry as a local ADAS expert.
Five to ten years ADAS will be core.

Many small business owners get stuck on what is working today.
Your current market may get depleted.
By looking at emerging market opportunities you can be first to market and dominant player in your market.

Greg likes to look at the money trail.
Apple will be in the mobility business.
Europe says that may just have hit peak car sales!
We have given up opportunities, as an industry, such as doing radio installs, tinting, and glass as examples. We just want to fix cars, why not everything automotive?
Ask your customer. What can I do to help you?
Establish the different service points that our clients want help with and to find what the market is telling us.

Your comfort zone may be holding you back.
Product based Niche vs. Service Based Niche – Huge Difference.
Product Niche’s typically taking more capital and specialized labor
Service Niche’s typically required less capital and is easier to shift.
Examples:
Honda Specialist – Product
Brake Specialist – Product
Same Day Service Guaranteed or your service is free – Service
Emergency 24/7 service – Service
Talk to a technician hotline – Service (interesting idea from Jeremy)

Chris Chesney:
Need to flip education for techs to the mastery of competencies rather than outcomes. One person can’t possibly be an expert at everything. Growing techs need to consider this. So a technician should have mastered diagnosing load carrying electrical circuits. A Senior technician should have mastered diagnosing inputs and outputs along with logic and strategy while a Master technician should have mastered all things and circuits that carry data via a network.
Competency-based education takes the content you’ve been given and putting it into action. The ability to apply a skill to feed your family and be productive.
Outcome-based education is to pray that the training you went to will be able to apply that training in the bay.
Need to flip education for techs to the mastery of competencies rather than outcomes. One person can’t possibly be an expert at everything. Growing techs need to consider this. So a technician should have mastered diagnosing load carrying electrical circuits. A Senior technician should have mastered diagnosing inputs and outputs along with logic and strategy while a Master technician should have mastered all things and circuits that carry data via a network.

How to consider a specialty:
Review your three-year strategic plan every year.
What is your talent for telling you? Their strengths and weaknesses.
Your current investment in people, facility, tools, and equipment.
Look at market potential. Do market research.
Opportunity. Customer. What do they need … can you deliver?
Competition
Margin
Profit potential
Marketing
Availability to parts
Technology challenges
Create a business case and/or business plan, with a P & L Proforma. You cannot go in blind.

Keep your eyes open. The shift is coming. Toss out those unprofitable jobs. Clean out your closet.
Review your current business model. We will survive doing what we always have done.

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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
54 min
August 15, 2018THA 080: Bring Them Back: How To Revitalize a Lost Customer

Your Learning Curve Never Sounded So Good
The Panel:
Ron Ipach, co-founder or Repair Shop Coach, has helped over 5536 auto repair shop owners to get and keep all the top-quality customers they can handle.
Marketing auto repair services are all he does. He lives, eats, and breathes it every day. He has seen, heard, and tested practically every kind of marketing there is out there today. He’s examined the results. He’s tweaked and tested dozens of strategies over and over in order to maximize their results.
Because Ron has personally worked with so many shop owners over the years, he has the distinction of being the only person in the world that knows exactly what marketing works, and what doesn’t work for auto repair shops in today’s economy. He finds passion in amplifying time & freedom for his clients while helping them take back control of their businesses. Find other episodes that feature Ron HERE.
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.
As a successful business coach, Shari’s uses a scientific approach to transform the connections between executives and teams. Shari shares her ideas; “Employee happiness is the strongest profit driver in every business. Today’s Workforce’s demands cultural change. There is a war on talent. We have to level up our ability to connect with and understand the people around us in order to stay in business.”
Shari’s passion as a 5 Sciences of Self Professional Certified Behavior Analyst and accredited Growth Strategist assist her with globally proven tools that get to the root of people and business quickly and accurately. Her approach allows clients to predict rather than resolve problems, improving performance.
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.
David Roman began his automotive career in 1999, attending an automotive technical school at a local community college. While attending college, he took a part-time job at a large parts retailer, hoping to gain some experience in the field. This part-time job turned into full-time employment, as he was promoted to management, culminating in placement as a store manager in East Central Illinois.
David discovered a passion for helping people and sharing his automotive knowledge. This passion for serving others allowed him the opportunity to successfully manage multi-million dollar operations in Illinois, the St. Louis area, and eventually Kansas City. His approach to customer service garnered him several accolades and awards, something he eventually wanted to bring to automotive repair and service.
In 2012, he opened Done With Care Auto Repair with the goal of bringing exceptional customer service, transparency, and honest work to his clients. The business was started with only some savings, no prior clients, and no history. Over the last six years, David has been able to bring a servant’s mentality to helping his clients with their automotive needs resulting in loyal customers, excellent reviews, and a solid reputation. Find other episodes that feature David HERE.
Key Talking Points:
The Customer Retention Myth. You just cannot just fix the car right to keep customers coming back. Average is like everyone else; it is not enough.
Average return rate from customers is 1.3 times per year. Based on the average age of the vehicle, (11.6 years old) visits should be higher. There are 2.3 vehicles per household.
You need to be exceptional and unforgettable.
Reactivating a lost customer:
Anything over 8 months is a lost customer.
Others are bombarding your customer.
You must stay top of mind with your customers.

Keeping a customer starts at the service counter.
You must build report during the transaction.
Build the relationship.
Explain in detail the value they’ve received.
They feel indifferent. Nothing special.

Invest in your customer in an ongoing way through e-media, texts, direct mail. Jerry Frank says, “Be an invited guest not an annoying pest.”
You will need to have a crucial conversation with a lost customer.
What can we do better?

David realized he needed to have loaners to provide loaners to increase convenience for his customer.
If you have your ideal customer, your avatar, created and in mind, what you do and say to provide an exceptional experience starts to build a customer who will stay and be an ambassador of your brand.
A great google review is all about the experience they had.
Your culture of caring for your customer needs to be a behavior that extends to all areas of the business.
Eleanor Roosevelt said, ‘It is not who you are when people are watching, It is who you are when no one is paying attention.”
Get them back in by reaching out and getting in front of them on a consistent basis. Make the phone call
They know that there is a shared interest
Could be sports, kids, animals

You must share space. Mailers, mugs, etc.
You share their concern for their safety and vehicle reliability

5 Steps to Winning Back Your Customers (Shari Pheasant)
Extending the Olive Branch
Call Them
Create a “We fixed it campaign”
Give them an incentive to come back
Get personal – they want connection
Identify your customer’s communication style and build your relationship by knowing what style (DISC) See Academy less on DISC HERE.

The follow-up call is an amazing tool (Ron Ipach)
Auto repair to the general public is perceived as a commodity. Our job needs to change this perception. Create an exceptional experience.
In any relationship, you need three positives to get a win.
Your culture should be to reach out to find problems or complaints.
If you don’t get complaints, that is a warning. Remember 64% of people leave from indifference.

‘Customer Forever’ campaign
Never a lost customer ‘Swing Thought’
Many people build their business on a one time visit. That is a customer and you are off chasing the next one.
You need to be looking for clients. We have a relationship. They like us and tell people about us. A percent of them can become an advocate. A client is worth $22,500 in a lifetime. An advocate is worth $100,000 lifetime.
Mistakes are the path to success. (Shari Pheasant)
The best customer you have is the one in front of you. They know a ton of people.
Be vulnerable, raw, real, honest.
Your culture needs to be on your website and open for the world to see.
You have to take extreme ownership:
Build the right team
Make sure the repair gets done right.
Ensure a customer’s experience was better than average.

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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
51 min
August 08, 2018THA 079: What Drives Your Parts Buying Decisions?

Your Learning Curve Never Sounded So Good
The Panel:
Keith Katz is owner of Quality Service Center in York, PA for the last twenty years and an industry veteran of thirty-seven years. His 7 bay shop has 6 lifts and supports 3 technicians with one service advisor. He is involved with the NAPA Advisory Board and supports the Bridge of Hope organization that helps local homeless mothers find employment and housing for their families.
He is a member of AASP in Pennsylvania and engages ATI as a support partner. Listen to Keith Katz’s previous episodes HERE.

In January of 2017, John Long purchased an interest in Total True Automotive dba Schertz Auto Service, Schertz, TX, for which he worked since July of 2005.
Growing up John was not interested in vehicles even though his father had always fixed their cars. John’s passion was sports especially hockey. John played anything and everything growing up. He is still a huge sports fan and sports numbers junkie.
In his late teens, John started to gain more interest in vehicles and just after his 21stbirthday he accepted a position working at National Tire & Battery as a service advisor. He knew nothing about tires or vehicle systems and how they worked, but he learned as much as he could.
In 2005, John and his wife decided it was time for a move. He arrived in San Antonio late on a Friday night after driving 24 hours straight and interviewed with Mark Roberts on Saturday morning. Mark hired John, and for the next several years he helped grow the new mechanical repair shop business. Listen to John’s previous episodes HERE.

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

Key Talking Points:
Quality parts support your reputation and will minimize comebacks.
O/E aftermarket parts from OE suppliers

If a part fails they go to their supplier for support.
The good relationship with your supplier supports a new product and the possibility of labor.
Communicate with your supplier if you find a rash of bad units.

Supplier relationships are key
Visit with his sales rep for John Long is not that important
Will have lunch monthly with his supplier owner

Keith Katz wants to see his first call supplier on a weekly basis. That is where he builds his relationship.
He likes to see new products

Keith Williamson wants to see training.
Been on a cruise with his supplier owner

Beating them up for price may get you out of favor with a supplier
This panel likes to see improvements happen from suggestions offered.

Service. What is good service?
Having the part there when you need it. What is the expectation:
Keith Williamson is getting a part in 18-20 minutes
He doesn’t need it rush all the time. We’ll tell them if we have time.

Keith Katz
If they don’t put on the e-comm ticket their time frame his supplier will call them to ask their time frame.
It is not a perfect science especially when a part needs to come from another store, the time frame goes up. But we know.
Sometimes he orders parts based on the fact that he will sell the job.

John Long
Time frames not met put a crunch on his workflow.

Availability
Suppliers tell their service professional how large their inventory is.
Suppliers are carrying more inventory than ever.
They want it when they want it.

Labor Claims
For the most part, they are happy.
Salesperson takes care of the claims
They will have a person inside the shop track the claim and the credit.

Warranty
They would like to see a longer warranty because the shops are offering a longer warranty to their customers.
Many suppliers are supporting

Non-traditional supplier (like Amazon)
This panel is not tempted to buy them.
Who are you going to call if something happens?
They have looked at pricing and wonder how it can be done versus their local suppliers. It is not hard to understand why the local need to get more money.

Cash Discounts Volume Rebate
Paying with a credit card

Premium and second lines
If their experience with a second line product is good they will include the second line part in their mix.
Keith Williamson will offer two different quotes, at times, for customers but offer different customers.
Keith Katz prefers to sell top quality but he does offer an option. Most customers will pick the premium product.
Some customers are tight on money and they will work with them on product choice.

Credit Assurance/Returns
Critical is to have a process/system.
The process must be managed

Keith Katz gets his credits the majority of the time in 24 hours.
He has confidence in this system. A person inside the shop manages the process.

Suppliers do not like to have too many returns.
You want your supplier to have a good relationship with you and having a smart or low return rate is important.

Price
Keith W will not be the lowest in his market and will not beat up his supplier for every nickel and dime.
Keith Katz doesn’t want his customer nit-picking his quotes. Relationship with his customer and supplier make his customer work.
When the occasional need arises they are willing to help

Are e-com portals or other vendors have the same brand and quality when comparing price.
My supplier is giving me value in service, warranty, returns, availability I’ll pay a premium

Time is money when it comes to comparing price.
They will tell their supplier when they are not competitive. They want to buy from their 1st call and gives them a chance to help dial them in. But not beat them up on every transaction. It is an overall program they want.

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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
47 min
August 01, 2018THA 078: Low Hanging Financial Fruit That Will Increase Your Profits
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Your Learning Curve Never Sounded So Good
The Panel:
Ron Haugen owns Westside Auto Pros in Des Moines Iowa. Celebrating their 21st year in business in 2018. Ron is an ASE Master Technician, has his AAM certification and is an AMI Certified instructor. Ron also provides coaching and consulting for auto shops across the country.
Ron has been Co-Chair of Vision, Hi-Tech Training and Expo, President of the Des Moines ASA chapter and wants to be in Puerto Morelos Mexico whenever he is not in Des Moines! Find Ron’s previous episodes HERE.

Andy Bizub is 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 starting a turnaround. At 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.

B. J. Lee is a business coach, consultant and VP of Client Services at the Institute for Automotive Business Excellence.
Throughout the years, B. J. has managed, owned or partnered in several repair shops and has gained a wealth of experience in which he calls upon to train others within his own organizations as well as abroad.
Whether working in a high-end store or a small rural community, B. J. can easily adapt to any challenges quickly. B. J.’s success and experience has given him the opportunity to partner with Cecil Bullard and the Team at The Institute of Automotive Business Excellence and to be a Consultant to other shop owners and service advisors. Moving up quickly in the field of Business Consulting, he has made a name for himself and loves to see the positive changes within the auto repair industry. Listen to BJ’s previous episodes HERE.
Key Talking Points:
Vehicle Inspections. The 300 Rule
Inspect 100% of the vehicles, 100% of the time and 100% presentation of the results.
It is your obligation and ethical and moral responsibility to tell the customer what is wrong with their vehicles.
Digital will be more thorough and efficient than paper.
Helps create a strong trusted relationship by showing everything they need to know
What it is what it does, what will happen when you don’t’ fix it.
Must have accountability to the process.
Shop foreman should check a few cars a week to be sure the inspections are being done completely

Create a spiff for a number of pictures taken per week.
Pictures of good things help build history and trust.
Andy Bizub requires the minimum of 10 pictures per car, but the count can go up which is a trend for him.

Be sure to bill customer for certain items that you may not remember to add to the RO. Items like fluid top off. And many small parts. Shop supplies are important to charge but check with your state.
Forgotten parts like 3rd wiper blade and cabin air filter. But a good inspection process will not forget these items.

Having fun at work is also an important part of the culture at work.
Rotate your ‘fun at work’ events.

Retention programs can generate huge top line sales. Mine your data.
If you can get one-third of your customer base to come back you have a huge opportunity for organic sales growth.
Keep top of mind to your customers. Reach out to them via direct mail, email, and social media

Follow up on declined services. The customer may not have money to do the service at a later time.
Facebook is social media, not sales media.
Keep it light. Do not offer specials

Track your marketing efforts.
Schedule a calendar event to remind yourself to call the customer in five months.
Pay your parts bill with a credit card that may have travel benefits.
Andy will use the travel benefits to send his techs to training.
IRS has ruled that benefit points are tax-free.

Consider this, warning: check with your accountant and state tax code:
Lower your payroll tax and workers comp insurance costs while offering your technicians a great benefit, by funding their tool & personal parts purchases upfront, then let them pay you back with an interest-free, hourly deduction BEFORE it hits payroll. It is like a barter arrangement between you and your tech. They get pre-tax tool purchases, and you get a lower annual payroll number and a happy, better-equipped technician.
You may get a better price for tools/equipment because the shop is paying cash and supplier will not need to hold paper.

Ditch your monthly parts washer service and buy Hot Tank (Jet Spray Washer). No more monthly / Quarterly Service payments. (BJ Lee)
Can save thousands in renewable costs and in the time the tech needs to stand and ‘wash’. The Jet Sprayer will do the work for you. Productivity gained.
Also, there is a product called a ‘smart washer’ (Andy Bizub)

Headlight restorations and windshield repair.
Ron gives incentives to the team for finding and repairing cracked windshields.
Easy to do. Nice margins.

Incentivize to introduce a new product to sell and make a new habit.
Join an association. You’ll earn money.
Keep your membership up and keep earning.
Be sure to utilize all the financial incentives.
Association memberships have extreme value in networking, training and financial benefits.

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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
43 min
July 25, 2018THA 077: Business Coaches LAB – Standards
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Your Learning Curve Never Sounded So Good
The Panel:
Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation.
Bob has over 40 years of Business Management experience within the Independent sector of the automotive aftermarket industry in North America, consulting Independent retail shops on all facets of their business operations. His 18 years of running his own local consulting and accounting firm in Ottawa, Ontario Canada created some of the most productive and financially successful entrepreneurs within the Independent sector today.
Bob is one of 150 wworldwideAMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE. Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE.

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.

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.
Find the Business Coaches LAB Series HERE.
Key Talking Points:
From Rick White: Standard in a business is the bar, the ruler, that one sets for the level of quality, service, experience, caring, and engagement. The problem is so many times the owner is so busy doing whatever he’s doing in his business mistakenly believing his job is to make sure cars are fixed, that they forget about the standard and now the standard is being set by whoever the customer is dealing with or whoever is working on the car which can lead to disastrous results.
Customer/Client. Define your market. Define your client. Identifying who your ideal customer is will improve your profits and workflow. Find podcasts on Ideal Customer HERE. Set your standard on who your customer is.
If you do your marketing right it will chase the customers you do not want from you.
Client vs customer denotes responsibility and relationship.
How will you take care of your customers?
How many techs, how many service advisors.

Books. Markets of One. Chris Norton and Ross Honeywill.
Standards include having a moral and ethics statement.
You don’t want to be busy you want to be steady.
Create standards that make it possible for your team to do their job.
Are there standards in place that allow:
Technicians to do a correct inspection.
Do not encourage waiters that push the workflow.
Scheduling correctly to give time to do a correct job.

Communication of standards is critical for the team.
There are minimum standards of execution. How you do what you do.
You create a culture of taking care of the customer from start to finish.
Creating procedures on all defining repair concerns for the clients’ vehicle because of reliability and safety.
Don’t feel that building your standards is beyond your abilities. Eat the elephant one bite at a time. Pick the area that you need the most work on that will shore up your leaking shop.
Take them one at a time.
Small consistent improvements.
Work on two items at a time.
You may be looking at a two to three-year process to make major changes in your business.
Consider doing a new change in your company for 60 days before ever considering abandoning it. The team needs to own it and work it for 60 days.

In business, there is no floating. You either going up or down. (Cecil Bullard)
Create trust with your team.
The more trust the more real change.
Involve them.

Meeting with the team are important to involve them and gain buy-in.
#1 problem in business is lack of communication.
A good process helps put money in the bank.
A standard, for example, is training. How many hours are required for the entire team including the CEO? Training is too expensive not to do. Education is part of the culture, in the pay plan and starts with the job interview. Training is an investment.
With a struggling shop, you can listen to a Remarkable Results podcast or watch a technical training video among other affordable training initiatives.

Processes and procedures are an important part of your companies standards.
Well documented processes maintain your work quality and expectations
Documented processes provide consistency and allow new team members not to change the way things are done.
This solves the problem of meeting promise times for your customers.
The panel says that whey they take on a new client

Book: Work the System by Sam Carpenter. Recommended by Jude Larson a free resource.
Book: E-Myth Revisited by Michael Gerber. Recommended by Cecil Bullard. Find many interviews covered on this podcast on the E-Myth HERE.
Setting standards builds strong team players and customers that value you.
With a team of owners, the business can go to great places.

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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
54 min
July 18, 2018THA 076: Improving Your Soft Skills. How To Lead and Spread a Positive Vibe.

Your Learning Curve Never Sounded So Good
The Academy Panel:
Amy Mattinat is the owner and manager of Auto Craftsmen in Montpelier, VT. Her shop is an ASE Blue Seal Shop, AAA approved and she is a member of ASA, SBN & WiAC. Along with running her independent repair shop, she is able to combine her three passions: teaching small business owners how to run a successful business, teaching car care and safety to the general public and educating young people about the many career opportunities available in the auto care industry.
Amy was awarded the 2012 Top Female Shop Owner of the Year by the Car Care Council Women’s Board, Honored as a 2014 Professional Woman of the Year by the National Association of Professional Women, Awarded the 2015 U.S. Small Business Administration’s Vermont Women-Owned Business of the Year, Awarded the 2016 AAA Business of the Year in Vermont and served as President of Women in Auto Care 2014 through 2016. Listen to Amy’s previous 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.
Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop, Freedom Automotive in Hesperia, CA. Jeremy’s previous episodes HERE.
Key Talking Points:
We hire for experience and fire for attitude
We must hire for more soft skills.
Leaders set the tone of the company.
As leaders, we must improve our soft skills. You must do a personal assessment on your soft skills and find training to help you improve them.
Yet the leader must be in the background and push their people forward.
The leader is the vessel that holds everyone together. To support your team.
You can get involved with your team, to a degree, to know what personal issues can and could affect their work environment.
#1 most important soft skill as a leader is being a great listener
Listen to learn not to reply.
Learn to listen with empathy.
Become an active listener. Practice it.
Pay attention, put your phone down, confirm and clarify what you are hearing by writing key points down. ‘What I heard you say’.

Greg offers a lot of autonomy to his team to get the job done.
Become a teacher and help with any failure points. (You must allow failure so the learning happens)

Soft Skills, a short list:
Listening
Enthusiasm
Attitude. You have 100% control.
Communication
Teamwork
Work ethic
Flexibility
Courtesy
Time Management
Reliability
Know your team
Have a positive mindset
Find positive methods for dealing with negativity and frustrations.
Learn how to deal with stress
Problem solver

Book ‘Extreme Ownership’ by Jocko Willink and Leif Babin
Good leadership is honest and transparent always willing to make people better.
Be careful to help your team find solutions no matter how you feel or what is going on in your life/world. ‘Fake it till you make it’
You are the last man standing.
A success coach knows how hard life is, yet must lead positively.
Learn how your team deals with challenges or stress. You may need to give them their space to get through issues.
Technician soft skills:
Same skills as a service advisor
Communication with each other and the service advisor
Problem-solving, a skill that can be learned.

Service advisor soft skills:
Observe their client to understand how to speak to them
Communication with client and technicians
Is the person going to understand what you are saying?

Never be afraid to ask a question.
“People may not hear you at the rate of your speech.” ‘Jeremy O’Neal.

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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
Download the Remarkable Results Radio listening APP for your smart device:
51 min
July 11, 2018THA 075: Am I ready For My Second Branch?

Your Learning Curve Never Sounded So Good
The Panel:
Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business.
Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry. Listen to Greg’s previous episodes HERE.
Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE.
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 a detailed, process-based management philosophy to grow the German-specialty shop into what a number of industry consultants consider to be an industry leader. Listen to Brian’s previous episodes HERE.
Key Talking Points:
Not many in our industry started out with an MBA, we started as a technician.
Growing into multiple locations takes finance, leadership and strategic planning along with great people and a strong WHY.
Best advice is to get advice!
Use your business coach
Transformers Institute (Greg Bunch)

Another branch, no matter if your second or your sixth requires a major commitment of time, money and people. You need an acquisition strategy
Do you want to grow your brand and your footprint?
Do you want to make opportunities for your team so they keep growing and moving their career with you.
One person cannot run everything.
Team development is a high priority.
Yet keeping your DNA inside of each branch and every team member is important. Your influence is necessary even if you don’t see them each and every day.

There will be growing pains no matter how many stores or how good a leader you are.
People development will be your number one priority.

You must invest in training and the costs associated with it before the next location is open. Don’t open until the people are ready.
They must understand your culture and SOPs.

Cultivating a great team can help you or allow you to grow.
If you have great people you may see a great opportunity to grow to allow great people opportunities to grow inside your company.
Synthetic or phantom stock is a form of an ownership piece to consider for key team players. Contact your legal team or accountant. A way for a golden handcuff.
Consider LOCATION is the single most important strategy of expansion. It can be the biggest make it or break it factor.
A specialty shop may not necessarily need location as a factor. Such as Euro or Asian specialty shop.

An acquisition is a preferred method to grow.
Seller financing, SBA, Bank with SBA behind them will want 25% investment between the buyer and seller to do a deal.
You’ll need to create a pro-forma financial statement. Projections of revenue, margins, costs and net profit for a period of time, usually three years.
There is a standard of normality based on your income statement. You can create a pro-forma based on real data not only on your current company but of the one you may be attempting to purchase.
You still must create a proforma if you are starting a new branch from scratch. You need a projection, a minimum three-year plan.

Financially it could be a $500,000 investment, depending on your model, may be needed to grow.
An industry standard benchmarks for a single location net profit: 20%
An industry standard benchmark for a multi-store operation net profit: 15%
If you are okay accepting 85-90% of the quality of service, sales, profits and capacity between all your stores vs. having only one store then you can move into a branch strategy. In other words, if you can’t accept a small decline in these areas then growing may not be for you. For many shop owners, this is a huge hurdle.
Buy in from your team requires you to have an open mind and listen. Your team leads must be allowed to run the branch and have a say on decisions.
Growth is not necessarily about the owner earning more to increase a better lifestyle. Don’t overspend personally. If you have a plan to grow you need to leave capital in the business.
In 2015 a study said that 58% of mom and pop shops are looking for a succession plan.
We are on the verge of major change in the industry with consolidation

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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
Download the Remarkable Results Radio listening APP for your smart device:
42 min

About Town Hall Academy - Archive

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Single-subject Town Hall Format from a panel of aftermarket professionals sharing their knowledge and best practices. The ‘Academy’ is a learning summit for the automotive aftermarket professional.

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