Podcast
Town Hall Academy - Archive
Hosted by Carm Capriotto, AAP · EN
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.
10episodes
Episodes
Newest firstAll episodes
Make your Competitor Your Friend [THA 163]
Mar 19, 202000:36:50Tap to summarizehttps://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 HERE.Peter Foreman from Integra Tire, Second Generation Shop Owner, 39 Years old from Langley, BC. Peter literally grew up in the shop. As a baby, there was a cot in the office while his mom Cheryl did the books! Taking his Dad Dave’s beliefs and expanding on them, Peter went out and made a career on his own in the auto parts industry before deciding to come back and help his family bring the shop into the next age of auto service and repair in 2005. Peter is happily married with two children. His children love to visit the shop as well. Maybe there will be a third-generation one day! Learn of Peter’s Previous episodes HERE.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 HERE.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 never happyFriends share that informationWe are all in the business for the same thing and we cannot work on every carWorking together insures your own successFighting one another never grows a great industry“You’re the average of the five people you spend most of your time with.” Jim RohnFriends help you. Make your competitor your friend. It is not a bad thing. It will help you grow your businessHelp each other with tools and similar software systems. Small Shops … Big Egos. It is real not to share and have your Ego get in front of important decisions.You’ll never get better if your ego rulesIf your customer ends up at the shop up the street. Then you screwed up.Friendships enable your successResources:A special thanks to Brad Pellman, Paul Marquardt, and Peter Foreman for their contribution to the aftermarket.Books Page HEREListen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.Facebook Twitter Linked In EmailMobile Listening APP's HEREJoin the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.Buy Carm a Cup of Coffee 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
Transcribe →
Are You Paying for Training? The Right Thing To Do [THA 162]
Mar 12, 202000:35:18Tap to summarize https://youtu.be/IITVoBkJ1-AKeith Williamson is the owner of Williamson’s Repair and Tire in Bondurant, IA for over 20 years. He is a member of MWACA 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.John Long 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.Tyler Hubbard is the owner, I-70 Auto Service, Kansas City, MO. Listen to Tyler’s previous episodes HERE.Key Talking Points:One of the best ways to grow your technicians is to pay for their trainingConsider incentives for the number of hours. See this episode with Bill Hill: FTR 075: Bill Hill – Yearly Bonus is All About a Commitment to TrainingPromote to your customer that you are closed for trainingLet them know of your commitment to stay on the cutting edgeUse your invoices, signs and social media to promote your training commitmentThe best networking happens at the breaks and in social events during any conference, especially at VisionWhen back at work hold lunch and learns and share what each other learned and what resources are available.When you teach you learnHold deep discussions on what each learned. Do this over a few weeks so you can spend some quality time on each lessonTeam bonding is at an all-time high when you bring your team to a training conference.Some techs will leave shops when they will not pay for their trainingBe sure that your techs all go to different classesLunch and learn where your techs share new ideas that they discovered or learned. Make this a part of your meetingsHow do we test if the training workedYou need to want to see your people be successfulTrack comebacks to find weaknesses in trainingTraining saves your tech time. Time is moneyIf you are going to provide the best customer service, not training your techs hurts that commitmentYou gain a competitive advantage with your commitment to trainingYou need to fix yourself and then you’ll find better ways to build a better businessInvestment in training as a percent of sales needs to be budgetedJohn Long spent $90,000 on training. It was 3% of his businessTechs want to be trained. If they don’t it is time for them to find another shopEvery position in the company needs to be trained: CEO, Service Advisor, Technicians and back officeHire a business coach to help you run a better business and hold you accountableTraining hours per year required and reviewed each quarter. Many owners pay an incentive to hit their training goalsCareful. Not all training is good training. Don’t stop training if you have a bad experience, but learn about trainers, venues and contentHow to:Put monies away for training: Scrap iron can be used to fund trainingSupplier rebate’s (debit cards used to pay for training)Parts suppliers and dealers have rebates.Suppliers have great training. Partner with your suppliers to bring in the training you needLocal and regional training comes to your city. You do not have to always go to national eventsGather your local shop owners and bring in a national trainerIn house training with a top diagnostician to teach your B and C techsBuild training into your labor rate. No customer will notice If you pay for training you can go on better vacations Resources:A special thanks to Keith Williamson, John Long, and Tyler Hubbard for their contribution to the aftermarket.Books Page HEREListen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.Facebook Twitter Linked In EmailMobile Listening APP's HEREJoin the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.Buy Carm a Cup of Coffee 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
Transcribe →
Insurance Coverage Review – Part 1 [THA 161]
Mar 5, 202000:46:04Tap to summarizehttps://youtu.be/QBQiSKOEIG4Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes HERE.Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standoutKim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE.Brad Hazelwonder is an Insurance Marketing Representative for Federated Insurance. His areas of expertise: Business Insurance, Life & Disability Insurance, Estate Planning, Business Succession, and Key Employee RetentionKey Talking Points:Insurance is a contract between the business and the insurance companyTwo typesPhysical propertyWhat you ownYour Customers propertyLiabilityYou are responsible for damage to others and their propertyYou have more responsibility than an individualWhen you hire someone you say you trust that personWhen they do something wrong the liability is on you.These claims are going through the roofYearly audits are done with your agent. Sometimes twice. They may ask:Are there name changeNew propertyMailing addressChanges in equipmentLook at revenueChanges in payrollLook at loaners and the limits you wantAnd many moreLoanersYou must check if your customer has a valid licenseYou must check if they have valid insuranceNo different than a rental car contractYou need to get a signed agreement with the customer on the use of the loaner car. Your insurance company can get you a version (vehicle usage/release form)You may need a declaration page or insurance card. Verify with your insurance carrier to the proper way to cover yourself.If the insurance isn’t paid, they have no insurance even though you may see an insurance card. You can call the customers agent to send you a declaration of insuranceSome customers can go through their app to send you a declarationHow Insurance pays outThere are certain types of coverageReplacement cost. Like, Kind, QualityConsider taking a higher deductableActual cash valueTake the depreciated amount outDeductiblesThere is a hidden value in deductiblesWorkmans compUpfront savingCan prevent your MOD rating by paying a portion (experience rating)The number of claims increases your premiums. Higher deductibles can save you money, however, your exposure is higherGood processes and quality programs help minimize your risk Report all claims. You can make it report only. Get it on record, you can always pull the claim.Cost management: Insurance deductibles and coverageBusiness and persona umbrella policy is a givenUmbrella policies sit above all other policies and provide you additional coverageWith insurance, you get what you pay forWorking with an agent face to face is a huge value to your businessBusiness interruption insuranceConsider the length of time you may need. It will always be longerIf you don’t report all your income then you also have a gap you’ll need to deal with. Get all your sales on the booksNothing good happens after midnight Have proper limitsYou should ‘What If’ with your insurance agentWhat Happens If ….Resources:A special thanks to Bambi Crozier, Kim Auernheimer, and Brad Hazelwonder for their contribution to the aftermarket.Books Page HEREListen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.Facebook Twitter Linked In EmailMobile Listening APP's HEREJoin the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.Buy Carm a Cup of Coffee 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
Transcribe →
Open Forum: Ask the Shop Owner – Part 2 [THA 160]
Feb 27, 202000:50:35Tap to summarizehttps://youtu.be/fi3oBrNmE9QAndy Bizub from Midwest Performance Cars in Chicago is also a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of and started a turnaround. Andy now has two locations. He bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Listen to Andy’s previous episodes HERE.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 smallbizvantage.com. Hear Maryann in her previous episodes HERE.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 HERE.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 example. Future self-calibrationDealershipChainsA one shop company may not be able to afford the equipment, tools, and training to keep upAndy Bizub’s business coach was quoted as saying, “The dealers around you want to raise their labor rates but they can’t until you do”.A vicious spiralWhen you lead with your heart you many not be sustaining the business. You’ve got to thrive if you are going to stay in business. Charging for services rendered is tough but must be done. Charging commodity pricing will not sustain your businessResources:A special thanks to Andy Bizub, Maryann Croce, and Tony Tatich for their contribution to the aftermarket.Books Page HEREListen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.Facebook Twitter Linked In EmailMobile Listening APP's HEREJoin the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.Buy Carm a Cup of Coffee 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
Transcribe →
Service Advisor Role Play #4 [THA 159]
Feb 20, 202000:43:21Tap to summarizehttps://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 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 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 HEREListen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.Facebook Twitter Linked In EmailMobile Listening APP's HEREJoin the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.Buy Carm a Cup of Coffee 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
Transcribe →
Shop Owner Open Forum [THA 158]
Feb 13, 202000:47:00Tap to summarizePanel:Rachael 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, KSTalking Points: Kate’s big thing was the improvement in her company culture and the psychology of herself as a leader was impactful.Rachael, getting yourself centered so you can make a change with your teamSome on your team will exit themselves as they choose not to be team playersTechnical and management training is so important to the development of your teamDonnie does cross-training so each other knows the other jobTraining happens when the culture breeds continuing educationLocalize training needs to be more hands-onHire a national trainer and split costs with fellow shop owners and set up a Saturday for a daytime hands-onLabor rates are a reflection of your value proposition. Labor rates should be a function of the business not of the marketIf you did your job right it is never about the labor rateCustomers want to trust you Rachel sells here value vs price or labor rateCustomers ask price or rates because they don’t know what else to askFocusing on the customer is part of your culture. They will now it and feel itYou can offer a value proposition for your customers even if you just started. Start out strong with a strong culture and commitment to your team and your customerSurround yourself with people smarter than youAsk other shop owners 90% of them want to help. Put your ego on the shelf. Be humbleWeavers got completely off of flat rate. They have six-figure technicians on an hourly planYou can tie many performance bonusesDonnie and kate has put in place an IRA plan for their techsComebacks:Handled as a #1 priorityThis show the character of the company by how you handle come backsConsider a system to track every come back to spot a trendKate and Jeremy are watching the growth of EV’s Kate and Donny are not heavily into HybridsRachael feels that having peers and colleagues helping her has had a big impact on here businessKate feels that her business coach has had a huge impact on her businessShe recently had 36 other shop owners touring her facility where there was knowledge transfer happening for everyoneBonding and Q & A happeningIdea sharingJeremy has seen the impact of a business coach on the business. A game-changerDonnie’s coaching experience is from his local business development group. Sharing, caring, teachingSuccession planning. How do you plan to doEvery decision you make should be on succeeding the businessFamily businesses have unique dynamics. Open communication is criticalIf you can’t find a successor with the passion necessary you don’t have a good candidate Resources:A special thanks to Donnie Hudson, Kate Jonasee, Rachel Wacha and Jeremy Winters for their contribution to the aftermarket.Books Page HERELeave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.Facebook Twitter Linked In EmailMobile Listening APP's HEREJoin the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.Buy Carm a Cup of Coffee 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
Transcribe →
Flat Rate vs Hourly-Bonus Hybrid Pay Plans [THA 157]
Feb 6, 202000:53:35Tap to summarizeThe Panel: Jeff Matt from Victory Auto Service in Minneapolis and St. Petersburg, FLA, was featured in episode 48. Jeff owns six locations with one being in Florida. He has over 40 team members and has grown through acquisition. Jeff opened Victory in 1997 as a one-bay shop and has slow steady growth over the years. His growth offers up a great view of multi-shop ownership. Episodes Jeff Matt is featured in HERE. Michael Maloney is president of Convenience Auto Service and owns two general repair facilities in Ann Arbor, Michigan. Mike brings a fairly unusual blend of corporate technical expertise and business leadership to his shops. “I spent thirty years working in large companies, but always wanted my own business.” He launched that dream following his retirement from a series of ‘regular jobs.’ His insights into spaces where automotive, consumer electronics and customer service intersect are drawn from real world experience with some of the world’s most successful and innovative companies, including Ford, Nokia, Tyco, GM, Apple, B&W, and Microsoft. His leadership of technology acquisitions, engineering, manufacturing, and purchasing for companies in the consumer electronics, audio and auto spaces gives him a unique perspective relative to other shop owners. Listen to Michael’s Episodes HERE. Corey Evaldi grew up in Buffalo, NY (Lackawanna). He owns Olmstead Auto Care, Olmstead Falls, OH. His dad had his own auto repair shop before Corey was even born. In 1988, he built the shop that is still in business today. He started to enjoy the electronics and troubleshooting of vehicles really young. During his junior and senior year of high school, He went to Potter Road Career and Technical Center and took the Automotive programs. His senior year had an automotive competition at ECC, local community college. In 2015 he returned and was overwhelmed with the responsibilities of running a shop. he was a technician, service writer, accountant, clean up person, the fireman that extinguished fires all over. He could not keep doing what he was doing. He produced 40% of the billed hours out of 4 techs. He looked for help. Found a coaching firm that really showed him what a business owner looks like. After implementing the changes, there was extreme push back from the existing crew. After standing firm on most things, change over was inevitable. Listen to Corey’s Episodes HERE. Joe Hanson owns Gordie’s Garage. Joe has attended Management Success, NAPA training, Lawrence Tech University and most recently he is a member of the RLO 20 Group 13. He has earned his ASE C1: Automobile Service Consultant Certification. Under his father’s leadership, he has seen what it really takes to make a business like this work. Listen to Joe’s Episodes HERE. Talking Points For Flat Rate Jeff Matt: I've never met an hourly paid technician or a technician with a high guarantee of pay that is a high producing technician. Our limited commodity is time. To be an effective leader we need to know that pay is just one part of an employee experience You need to keep your shop full When they produce you need to be willing to pay them Mike’s tech's hourly rate goes up fast when they hit the breakeven number. He has tiers of hour they need to perform Jeff:End of day on a Friday when a battery comes in the door. He says if flat rate the customer, the tech and the shop will all win. An hourly tech may not have an incentive to help the customer in this circumstance Mike says the pay plan should take on the personality of the owner and how he leads Mike’s SMS shows the team where they stand on their hours so they can see their next bonus tier Mike will pay a GS or Tire Tech by the hour An example from Mike will offer an hourly bump at 35, 40 and 45 hours On a comeback, Mike will pay the tech to make it right.Own up to your mistakes A satisfied customer is job security Jeff says that the hybrid/hourly plans are a modified flat rateHe wants them simple without profit discussion. That is the owners responsibility Need the right staff upfront. Another discussion needed Mike says his technician team is family and he needs to generate enough sales action so they get the hours they need Jeff has testing levels he sells and it works in his flat-rate systemLV1, LV2 and LV3 of testing he sells You need a service advisor not afraid to sell diag time Talking Points for Hourly Joe places ads that specifically state: ‘Are you fed up with flat rate?’ Joe sees good competitiveness among techs but not when it creates tension He likes when everyone works together for a common goal Joe like to put a great team together Corey started as an hourly tech with an incentive. Corey realizes his job is to create work for this teamHe has a tiered system. Every shop has a break-even number so he works his tiered system to take that into account Joe says the pay plan drives the culture Joe tests his team to find compatibility with each other. He knows their tendencies to communicate with each otherHe has a billable hour goal and the team shares the incentive His team works together to help each other Each shop needs to create a pay plan that works for them Consistency is important to Joe’s techs. His program takes the edge away from family finances Resources: A special thanks to Mike Maloney, Joe Hanson, Corey Evaldi, and Jeff Matt for their contribution to the aftermarket. Books Page HERE Discover the podcast Series HERE. Research with Key Words HERE. Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee 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
Transcribe →
Localizing National Training [THA 156]
Jan 30, 202000:54:16Tap to summarizehttps://youtu.be/FTGZbgwjMXEThe Panel:Bryan Gossel, BG Automotive, Fort Collins CO Brian's Previous Episodes HERE.Phil Carpenter, Director of Operations, Urban AutoCare and Avalon Motorsports.Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981.Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Judi’s previous episodes HERE.Brad 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 HERE.Key Talking Points:Training is MaintenanceWhy is the participation low at so many regional and/or national eventsListen to the commitment from Phil Carpenter as to the number of venues and how many of his team are going to matter how far including Vision, ASA Colorado Summit and STXLocalize training with your fellow shop owners. Don’t call them competitors call them alliesClasses for technicians, service advisers and ownersThe power of networking beyond the trainingBuild grassroots in your community and create a culture of sharingBe the hand up not the handout. Give.Also, be willing to receive and then implement a great idea. Don’t regret for years not implementingRealize that there is enough business for everyone. You cannot fix all the carsA good shop wants the shop across the street to be as good as themSame faces show up for trainingWhen will shops hit the wall because they are not training? Many may have alreadyBring in national trainers to your marketplace, get together with your allies and split the costsHave all local competitors work together on training. There is no competition when it comes to the power and value of trainingIf you don’t implement the key things you learn you just wasted your timeWhen you teach you learnADAS training should be required for all owners, techs and service advisers. Understanding the complexities and calibration routines will help communicate with your customer and respect the technology while working on an ADAS equipped vehicleAsking for help is a sign of strength not weaknessConsider a training bonus at year-endPay for all trainingDo not ask for a written commitment to stay with the shop after you invest in trainingFind a close friend who owns a shop and work together as collaborator and an allyResources:A special thanks to Bryan Gossel, Brad Pellman, Phil Carpenter, and Judi Haglin for their contribution to the aftermarket.Books Page HERELeave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.Facebook Twitter Linked In EmailMobile Listening APP's HEREJoin the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.Buy Carm a Cup of Coffee 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
Transcribe →
Are You Selling Tires? [THA 155]
Jan 23, 202000:47:19Tap to summarizehttps://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 vocabulary. Listen to Jim’s previous episodes HERE.Talking Points:Chris runs a 50/50 split between tires and serviceSelling tires makes your shop a one-stop-shopMany independent tires only shops are getting into the service/repair businessTire technology will rise with the advent of sensors that will communicate with the vehicle. Traction information will help the vehicle know how to steer.It will make tires much more expensiveTire margins are not strong. You need to accept the dollars per sale instead of the Gross Margin Percents you target for repairs.In one hour you can mount and balance four tires.Alignment machines and tires go hand in handWhy send a customer to a tire store.Small specialty shops send the ‘tire guys’ work. They send their customer to them. That allows the customer to find a new home for service.Chris does not like to send his customer to another placeBeing part of a banner program is a big advantageMarketing, brand access and year-end rebatesAllow you to compete a little better Selling tires like all your services is about educating your customersGood organic social media on tires can help in educationThe specialty shops advertise heavilySelling road hazard warranties and alignments help round out the saleCareful on getting into the tire business full boreMust be very competitiveShops that do quality inspections should sell tires as a one-stop-shopSome shops can’t afford their A or B techs doing tires. They lack manpower and space to do tires rightJae will install a tire not purchased from him.On-line options are bigThey can become a customer long termResources:A special thanks to Jae Malinowski, Chris Tolleson, and Jim Fleischman for their contribution to the aftermarket.Books Page HERELeave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.Facebook Twitter Linked In EmailMobile Listening APP's HEREJoin the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.Buy Carm a Cup of Coffee 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
Transcribe →
Cash is King and Important to Your Business [THA 154]
Jan 16, 202000:46:33Tap to summarizehttps://youtu.be/2TsUdp6UpZIBob 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 Worldwide AMI 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.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.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 Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE.Key Talking Points:More businesses go out of business from lack of cash instead of a lack of profit. Too many run their business out of their checkbook Undercapitalized, underinsured and lack of cash are indicators when things are not right in OZYou need a credit line. Get it when you don’t need it. It will help you grow and sustain.Cash does flow to Accounts Receivable. It is not a great place to spend your cash. If your business has fleets then no more than 20% of a six months sales average should be in AR. You must collect your moneyManaging costs is a big component of cash management. Bob Greenwood looks at the amount of labor sold to the total wage package of the entire company. Total grossed-up including benefits. If you achieve 1.30 of total labor to one dollar in your total wage package. Build a reserve fund of cash. Example $10 per RO each monthToo many spend when they have cash and don’t when there is no cash. This is not a great strategy to manage cashBudgeting is not a dirty word. Budgeting is cash managementWhen you are spending your cash you have to ask yourself how will this expenditure help my businessJeremy looks at cash managementSurvival (Tier 1)Mass scramble to put cash in the bankStability (Tier 2)Know you can cover the bills, accounting in order, where is the cash coming and goingSignificance (Tier 3)Begin to grow wealthIf you are not making enough money, charging a fair price (enough) is important. You have to believe and have confidence in what you are giving for value received for your customerTriple check your margins. Bills are paid out of gross margin dollars, not margin percent.Watch the TV show ‘The Profit’ and learn somethingTarget market a specialty you and your team haveGet a business coach so you can learn the power of Key Performance Indicator measuresWill an equipment purchase or lease generate enough revenue to pay for it? You will need to be sure you are doing all you can to market and sell the services that support the equipment purchase. How will you pay for the equipmentService advisor role is to bring in the profitable salesBob looks at billed hours per Repair Order [RO]Create daily and weekly objectives and share with the team every dayIf billed hours are weak then you are missing a lot of opportunitiesThe average shop is 1.4 - 1.7 billed hours per RO for consumer work and it should be 2.5Find ways to bring it upThere is money in tires maybe not the best margin, but money is thereIf you want to sell your business to a big player you’ll need to have tires in your mixDo not co-mingle funds. Personal is separate. Don’t devalue your company with personal assets on the booksKeep personal and business separateSlow down and think about your business so you can evaluate your business. Know your numbers and ask how are you utilizing your cashTake action. Save some money each day.Pay your people well. You need profit and cash Resources:A special thanks to Bob Greenwood, Jeremy O'Neal, and Greg Bunch for their contribution to the aftermarket.Books Page HERELeave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.Facebook Twitter Linked In EmailMobile Listening APP's HEREJoin the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.Buy Carm a Cup of Coffee 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
Transcribe →