Town Hall Academy

Final Inspection – Quality Controls & Covid-19 [THA 164]

THA 164 Final Inspection - Quality ControlsWe 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 andFrank 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.

Make your Competitor Your Friend [THA 163]

https://youtu.be/OpwPVKUNwhgBrad Pellman first started working in the automotive industry at the age of 15 and over his career has held a wide variety of jobs at both dealerships and independent repair shops. In 1995 this dream of owning his own shop became a reality when he opened up Pellman’s Automotive in Boulder, CO with his wife, Lisa.Brad is ASE master certified and AAM designated as well. He is currently on the Board of Directors for ASE and ASA Colorado, with past board involvement with CCPN and the TECHNET Automotive Council. He has had the added privilege of being designated as one of the Motor Age Top shops in the country. And hopes to continue to raise the awareness and importance of Independent automotive repair across the country. Brad’s previous episodes (https://remarkableresults.biz/?s=Brad+Pellman) .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 (https://remarkableresults.biz/?s=%22Peter+Foreman%22) .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 of 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. Learn of Paul’s Previous episodes (https://remarkableresults.biz/?s=%22Paul+Marquardt%22) .Key Talking Points: Big reality is that there is enough business for everyone.You cannot work on all the cars that drive by your shopProblem is not the shop across the street or down the roadMany shop owners have learned from their peersSmart shop owners are in a network and talk weeklyThere is no reason to create from scratch. Get ideas from colleagues, tweak to make them yours and implement. It is called R & D. Ripoff and DuplicateIt is better to have friends than enemiesCall for support from a local team or network can help you solve a problemIf you get along they can be there to help youYou see strong comradery at events like Vision. Why can’t that get down to the very local level?You solve problems by having resources. Friends in your market can help youIn Peter’s group, they used to have a Google sheet that listed all their tools so they knew what they could borrowIf you borrow a tool twice you should own itYou can also share business challenges and marketing ideasSome have even helped with a techIf you share marketing ideas use different companies to keep your identities separateVisit every new shop in your area. Just stop in.Ask for their opinion on things. Tools, training, etcEncourage the shop down the road to visit aftermarket events including social events and trainingNo secret sauce exists. Don’t worry about someone taking ideas. That is the point. Make it your own and grow your businessDon’t ever talk negatively about another shop. It does not make you look good. It makes you look smallAlways defend shops in your townYou may discover a customer who is...

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, TXThese 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.

Insurance Coverage Review – Part 1 [THA 161]

THA 161 Insurance Coverage Review - Part 1Many 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.

Open Forum: Ask the Shop Owner – Part 2 [THA 160]

Andy Bizub from Midwest Performance Cars in Chicago is also a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of and started a turnaround. Andy now has two locations. He bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Listen to Andy’s previous episodes (https://remarkableresults.biz/?s=%22bizub%22) .Maryann Croce was a banker turned business owner. Tony was a technician turned shop owner. Her biggest mistake as a new business owner was thinking she had to do it all. This is one of the reasons why her signature talk “Gain Control by Letting Go” was created. Maryann is also a member of Women in Auto Care and owns (https://remarkableresults.biz/?s=maryann+croce) .Tony Tatich is the General Manager of TMT Automotive, Bremen, IN. He works on solidifying his current shop while building human capital. He is, currently, exploring a second location with the second shop already located. One of his present challenges is finding the right person for the second location. He thinks about his continued growth personally, business, and into multiple facilities. he is working through challenges of growth & being a Yes shop in massive growth periods.He is looking for harmony and to build a shop that runs 100% without his involvement. He leads a staff of technicians that are 21, 28, & 33 with a senior technician @ 54, Growing out next people homegrown! He is very excited about – 2nd child on the way, 19.8% growth in the first 6 months! Find out more about Tony’s episodes (https://remarkableresults.biz/?s=%22Tony+Tatich%22) .Key Talking Points:Where are you getting your new customers?Old fashion mailersFacebook groupsSmall fleets (other business owners)Building relationships from all sectors, building trustGoogle ad wordsCommunitySocial media. Paid and organicMailersShow you are different in your value propositionGoogle My BusinessAndy was able to cut his cost of clicks down substantiallyGrowth strategy from TMT (Tony) took them some time to find their first. They have a goal of 5 storesMany have goals to grow and sell to a regional consolidatorTime hack:Get off of FacebookManage your time by theme days or activitiesManage your tasksSend a text on your tasks to yourself and not open it until morningPlan your day the night beforeFind a brick of time (blocks)Cross of a list and get the closure of completionAverage Repair Order GrowthLook for the ‘Smalls’Lightbulbs, air filters, cabin filters400% Rule100% Inspected100% Quoted100% Talked to Client100% of Follow UpBalancing with RotationBe responsible for your customer vehicleTony wants to find a shop with a low car count and low AROHe will increase that immediately, overnight with procedures and customer service commitmentUnderstand what the client’s goals for their vehicle is. This will help you decide maintenance for the long term‘Call Us For Anything’ A sign in your shop that professes your support to their vehicle safety and reliability. Texting, callsA forever discussion with every clientTony offers a loaner car on the weekends when they are closedWe are in a need it now worldCustomers want help and assistance NOWCreate a lockbox with a code with keys for a loaner carMaryann has any message answered when they are closedAndy did an employee engagement surveyDiscovered internal communications was a weakness and easy to addressTrends.Andy says the industry is splitting into three segmentsVery High Service, High Touch, Specialists, BoutiqueInvestment needed in technology tools/solutionsADAS...

Service Advisor Role Play #4 [THA 159]

https://youtu.be/t3cgw0Mbc2YJeremy 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 (http://www.advisorfix.com/) .Todd Zimmerman is Dynamic Automotive's Location leader. Previous episodes (https://remarkableresults.biz/?s=Todd+Zimmerman) .Jayson Preston. Supervisor, Parts and Service, Curt's Service Inc., Oak Park, MI Previous episodes (https://remarkableresults.biz/?s=Jayson+Preston) .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 BeltGetting the car into the shop is a priorityNo 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 presentPricing 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 problemBrake pads- safety issueGive 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 timesNeed to ask the type of vehicleStand ground for a testing fee- able to accurately fix the vehicle with running proper testing, taking the guesswork out of the equationSafe to drive? Yes can drive it to shop to get it fixedRCA- root cause analysis Resources:A special thanks to Jeremy O'Neal, Todd Zimmerman, and Jayson Preston for their contribution to the aftermarket.Books Page (https://my.captivate.fm/books/) Listen to all Town Hall Academy (https://remarkableresults.biz/town-hall-academy/) episodes.Email (mailto:carm@remarkableresults.biz) Mobile Listening APP's HERE (https://remarkableresults.biz/listen/) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee (https://www.buymeacoffee.com/carm) This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com (http://www.shop-ware.com)

Shop Owner Open Forum [THA 158]

THA 158 Ask the Shop OwnerGet 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 areRachael Wacha, City Auto Repair, Gainsville, FLKate Jonasee, K-Tech, Sebastopol, CA (MSO)Donnie Hudson, Troy Auto Care, Troy, MI (MSO)Jeremy Winters, Service Manager at Weavers Auto Center, Shawnee, KSFind 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.

Flat Rate vs Hourly-Bonus Hybrid Pay Plans [THA 157]

THA 157 Flat Rate vs Hourly-Bonus Hybrid Pay PlansWith 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, OHFind 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.

Localizing National Training [THA 156]

Are You Selling Tires? [THA 155]

https://youtu.be/wVGKlTmEsFEJae Malinowski has been in the automotive trade for 25 years, starting in the auto-body industry at 18, he then transitioned to auto sales for a couple years. When a chance encounter with a headhunter introduced him to the tire industry. He started out in a management training program starting doing commercial tires to learning service agriculture, forestry and mining tires. He had opened his first shop at 28. A new startup with 4 employees after five years. They had 16 employees and 5 million dollars in sales. After parting ways with his business partners, he wasn’t sure if he wanted to go back into the tire business. After working for a couple of luxury brand auto dealers selling cars, he decided to get back into the tire industry (because no one ever leaves the tire industry). Starting his current venture Faithfull Tirecraft in 2014. Jae knew his best chance at success would be to align his new shop with a national banner brand that he knew would give him the best chance of succeeding. The Tirecraft dealer network in Canada are all independently owned making it Canada’s largest dealer network of tire dealers and automotive repair facilities. He started Faithfull Tirecraft with a focus as a tire service shop, with luck with his first two hires, he was able to get two really good automotive repair technicians and immediately pivoted towards an automotive general repair facility that had a 50/50 split machinal maintenance and light-duty and commercial tires.Chris Tolleson opened 49 Tire Pros Pros in October of 1990. Chris had been "gum dipped" as the old-timers say since birth. Bill Tolleson, Chris's father, has been with Bridgestone/Firestone since 1966. Before opening 49 Tire Pros, Chris had been employed by Bridgestone/Firestone for 7 years, the last two as the youngest manager in their 1,600 store chain, in Hattiesburg, Mississippi.In 1990, Chris was able to move back home, to Florence and open 49 Tire Pros. The communities of Richland, Florence, and Pearl grew and so did 49 Tire Pros. In 1999 49 Tire Pros expanded from a small waiting area and 8 service bays to 12 service bays and a much larger waiting area, office suites, and doubled our warehouse space.49 Tire Pros is one of the south's largest Bridgestone/Firestone affiliated dealers. Since 49 Tire Pros opened in 1990 Bridgestone, Firestone, and Dayton have been it's core tire lines. 49 Tire Pros also has grown to become a dealer for Michelin®, BFGoodrich®, Uniroyal®, Goodyear, and Dunlop. 49 Tire Pros also carries many other brands like Cooper, Falken, Hankook, Mastercraft, Winston, and many more. At 49 Tire Pros we like to say "We've got your size, we've got your price!"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 street rod, hot rods, upgrades, and restorations. For Jim, the word “can’t” is not in his...