Town Hall Academy

By Carm Capriotto, AAP

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.... more

· Business

5

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FAQs about Town Hall Academy:

How many episodes does Town Hall Academy have?

The podcast currently has 163 episodes available.

Town Hall Academy episodes:

March 26, 2020 Final Inspection – Quality Controls & Covid-19 [THA 164]
THA 164 Final Inspection - Quality Controls
We are tackling Quality Controls and the Final Inspection. This episode aired live during the Covid-19 Pandemic and will become an important listen not only for the power of a good Quality Control process but how the Coronavirus weaved into this conversation.
In this episode I’m joined by Chris Cloutier, Golden Rule Auto Care and CEO of Autotext.me and Tom Ham, Auto Centric, Grand Rapids, MI and Automotive Management Network and
Frank Scandura, Frank’s European, Las Vegas.
This team does have strong Final Inspection QC - Quality Control practices. They share why they do it, what they’ve learned, that we are human and make mistakes which is the strongest reason for a good Final QC process and we also spice this conversation with their practices in light of the Covid-19 pandemic.
There is no need to take notes. If you want them go to remarkableresults.biz/a164 /// on my website! On the show notes page find my guests bio’s and links to their previous episodes. Also the lists Chris Cloutier offered are also linked there.
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47min
March 19, 2020 Make your Competitor Your Friend [THA 163]
THA 163 Make Your Competitor Your Friend
We are talking about one of the near and dear to my topics. Getting to know your competitor. We cover all the bases in this discussion.
Do me a favor. After you listen. Get in your vehicle drive to a local shop you don’t know. Go in. Introduce yourself and start a dialogue with the owner. If they don’t get what you are there for tell them about this Town Hall Academy Episode 163. Ask them to listen then call you. This may just be the start of a great life long friendship while you are helping to elevate the entire aftermarket.
On the panel: Brad Pellman, AAM, from Pellman’s Automotive in Boulder, CO An ASE Master Certified. Paul Marquardt, Shop Owner, Northwoods Auto Techs, Rhinelander, WI, NAPA Trainer, was the NAPA ASE Tech of the year in 2010. Peter Foreman, Integra Tire, Langley, BC, Second Generation Shop Owner
Show notes: https://remarkableresults.biz/a163/
Write to me when you do this. I want to know. [email protected]
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37min
March 12, 2020 Are You Paying for Training? The Right Thing To Do [THA 162]
If you need to be convinced to pay for your technician training you have come to the perfect episode. My guests today are Tyler Hubbard, Owner, I-70 Auto Service, Kansas City, MO, Keith Williamson, Williamson’s Repair & Tire, Bondurant, IA and John Long, Partner, Schertz Auto Service, Schertz, TX
These guys nailed the purpose for training, that they pay for training and that this team has brought their key team to Vision 2020. Learn how they manage their training classes here at Vision.
Many close their shops and bring the entire team. Listen to how why and one of my panelists spends 3% of sales on training. Last year that was $90,000. So think about having a $750,000 shop and keeping with the 3% of sales that is$22,500 investment in your people, your productivity, happier customers, team retention and being able to take on just about any job that comes in the door. https://remarkableresuts.biz/a162/
Training should be one of the largest investments in your shop. Catch the fever.
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36min
March 05, 2020 Insurance Coverage Review – Part 1 [THA 161]
THA 161 Insurance Coverage Review - Part 1
Many don’t understand insurance, some feel they are over-insured, some underinsured. When, it is too late, and you have a claim, that is when you learn about coverages. This episode will go a long way to help you comprehend.
I’m with Bambi Crozier, Car Clinic in Lowell, AR, Kim Aurenheimer, CS Automotive, Brentwood, TN and Brad Hazelwonder, Federated Insurance. We are all over insurance. When I owned my business doing an insurance review was never something I looked forward too, HOWEVER, I knew how important it was to me, my people and the business.
The show notes are already done for you and could serve as a great meeting outline. Go to remarkbleresults.biz/a161. Copy and paste the talking points and also find my guest’s bios and links to their previous episodes.
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47min
February 27, 2020 Open Forum: Ask the Shop Owner – Part 2 [THA 160]
THA 160 Shop Owner Forum Part 2
Joining me with this second part Shop Owner Forum an ‘Ask The Shop Owner’ format is Maryann Croce from Maryann Croce, Croce Transmissions, Norwalk, CT and SmallBizVantage.com, Andy Bizub, Midwest Performance Cars, Chicago, Tony Tatich, TMT Complete Auto Service Center, Bremen, IN
The team answered questions ranging from sources for new customers, ARO growth, time hacks, loaner cars, adding branch stores, paying for technician training, and employee engagement among others.
Find the key talking points, my guests bio’s and links to their previous episodes at remarkableresults.biz/a160.
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51min
February 20, 2020Service Advisor Role Play #4 [THA 159]
https://youtu.be/t3cgw0Mbc2Y
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 Advisers in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE.
Todd Zimmerman is Dynamic Automotive's Location leader. Previous episodes HERE.
Jayson Preston. Supervisor, Parts and Service, Curt's Service Inc., Oak Park, MI Previous episodes HERE.
Key Talking Points:

Role Play #1 - Incoming Lead: Calling for a price on a Timing Belt. 2012 Honda Odyssey Touring 3.5 122,500 Miles. Original Belt
Getting the car into the shop is a priority
No dead air on phone call- connect with customer and keep them talking, guide call and establish control of the conversation
When you answer the phone be fully present
Pricing is transparent, don’t be afraid of it
Role Play #2 - Sales Presentation - Oil Change Customer. 2017 Honda CRV AWD 63,900 Miles.People deny work depending on price, trust, or no time
If you don’t know why the customer is turning down work then you can’t fix vehicle problem
Brake pads- safety issue
Give one total price instead of line by line price
Role Play #3 - Selling Diagnostic Services over the phone. The customer calls in and asks how much to diagnose my check engine light.
Asked for appointment multiple times
Need to ask the type of vehicle
Stand ground for a testing fee- able to accurately fix the vehicle with running proper testing, taking the guesswork out of the equation
Safe to drive? Yes can drive it to shop to get it fixed
RCA- root cause analysis

Resources:
A special thanks to Jeremy O'Neal, Todd Zimmerman, and Jayson Preston for their contribution to the aftermarket.
Books Page HERE
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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Mobile Listening APP's HERE
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44min
February 13, 2020 Shop Owner Open Forum [THA 158]
THA 158 Ask the Shop Owner
Get ready to be engaged in this open forum, where anything goes. This panel is answering questions that have been sent in or provided over the Zoom webinar platform or off of Facebook … Keep in mind we record this live Academy and repurpose each Thursday for you. I thank my panel for being ‘on the spot’ in this audio workshop.

My Guests are
Rachael Wacha, City Auto Repair, Gainsville, FL
Kate Jonasee, K-Tech, Sebastopol, CA (MSO)
Donnie Hudson, Troy Auto Care, Troy, MI (MSO)
Jeremy Winters, Service Manager at Weavers Auto Center, Shawnee, KS
Find the talking points at remarkableresults.biz/a158. Questions brought up centered around - business culture, labor rates, comebacks, EVs, succession planning, training among other topics. Getting fresh perspectives on these trending topics gives you a foundation on how to build a better business.
So appreciative to the panel as they delivered their A-game with honest and transparent answers so that all in the aftermarket benefit from their perspective.
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47min
February 06, 2020 Flat Rate vs Hourly-Bonus Hybrid Pay Plans [THA 157]
THA 157 Flat Rate vs Hourly-Bonus Hybrid Pay Plans
With me on this Academy is Jeff Matt, Victory Auto Service, and Glass, Minneapolis, MN, Joe Hanson, Gordie’s Garage, Roseville, MI, Mike Maloney, Convenience Auto Service, An Arbor, MI and Corey Evaldi, Olmsted Auto Care, North Ridgeville, OH
Find the show notes at remarkableresults.biz/a157. Use them as an outline for yourself or a meeting.
There is no right or wrong answer as it relates to how you pay your technician team. If it is a modified flat-rate or hourly/bonus program your best intentions is to keep the focus on taking care of your customer and providing a living wage for quality days work for your team.
One mention here that I need to address. If you or anyone on your team is living paycheck to paycheck or even beyond your means, any increase in may will be lost on bad spending habits. You can get help to get out of debt and to create a budget. One great resource is Dave Ramsey.
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54min
January 30, 2020 Localizing National Training [THA 156]
THA 156 Localize National Training
This THA was recorded LIVE while at the ASA Colorado Summit 2020in Denver. We were in the lobby of Lincoln tech. I believe you’ll be able to relate to much of the discussion we had on training. My biggest take-a-way is three words spoken by Phil Carpenter. He said ‘Training Is Maintenance’. Let that sink in. Roll it around … ‘Training is Maintenance’. If that resonates with you or means something to you /// then as you listen to this great audio workshop, make a stronger commitment to training.
With me to talk about localizing national training were Bryan Gossel, BG Automotive, Fort Collins CO, Phil Carpenter, Director of Operations, Urban AutoCare and Avalon Motorsports, Judi Haglin and Brad Pellman from Pellman’s Automotive in Boulder, CO
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55min
January 23, 2020 Are You Selling Tires? [THA 155]
THA 155 Are You Selling Tires
Many of you do not do tires. Some do it only if asked by the customer. Some, as two of my guests, have about 50% of their volume in rubber.
The goal of this audio workshop is to set up opportunities and challenges for you to re-think your commitment to selling tires. I’ve got two tire professionals, these guys are in the tire business, Jae Malinowski from Faithful Tire and Auto in Saskatoon, SK and Chris Tolleson, 49 Tire, Richland, MS. My third guest Jim Fleischman, from Automotive Alley, Arcade, NY is a typical service center that sells tires but does not promote them.
We talk margins, alignments, one-stop shopping, banner programs, and road hazards among other really good discussions. Find the talking points at remarkablersults.biz/a155
They go round and round and maybe tires are the perfect specialty to round out your business for a sales boost in 2020.
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48min

FAQs about Town Hall Academy:

How many episodes does Town Hall Academy have?

The podcast currently has 163 episodes available.