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A Better Road to Success: Navigating Your SMS and Customer Rapport [RR 945]
Episode 94512th April 2024 • Remarkable Results Radio Podcast • Carm Capriotto, AAP
00:00:00 00:39:35

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Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network By leveraging tools like digital vehicle inspections (DVI) and customer relationship management (CRM) systems, businesses can significantly improve their operations and customer experience. These integrations allow for a more streamlined process, from diagnosing vehicle issues to maintaining consistent communication with clients. Ben Dexter, National Training Manager, NAPA TRACS
Show Notes
  • Watch Full Video Episode
  • Ben's journey in the automotive industry (00:00:55) Ben's progression from service writer to National Training Manager and his experience in the automotive industry.
  • Importance of shop management systems (00:02:04) The critical role of shop management systems in the automotive repair industry and the support provided by NAPA TRACS.
  • Value of training (00:03:21) The significance of investing in training and the impact of leadership participation in training programs.
  • Building customer rapport (00:11:22) Ben's approach to building customer rapport and the importance of effective communication and attention to customer needs.
  • Significance of scheduling (00:13:12) The shift from reactive scheduling to a coordinated approach, addressing the issues of timely and accurate repairs through effective scheduling.
  • The power of software integrations (00:15:37) The commitment to utilizing shop management software and the potential of integrations with other tools like DVI and CRM for business growth.
  • Utilizing shop management systems (00:19:08) Encouraging the use of shop management systems and the availability of resources for business advancement.
  • Role of technology in DVI (00:20:42) Discussion on the coordinated effort required for effective Digital Vehicle Inspections (DVI) and the benefits of real-time communication.
  • Challenges in utilizing software (00:22:32) Exploring the reasons behind the underutilization of software tools and the need for effective leadership and training.
  • Importance of testing and measuring (00:25:13) Highlighting the significance of testing and measuring business performance for improvement and growth.
  • Communication and customer service (00:28:27) Emphasizing the importance of effective communication with customers to prevent unexpected breakdowns and enhance customer satisfaction.
  • Impact of scheduling on service advisors (00:30:07) Discussing the influence of scheduling on service advisors' decision-making and the need for consistent customer recommendations.
  • Rethinking business analysis (00:32:47) Encouraging a reevaluation of business statistics and reports to identify missed opportunities and improve overall business strategies.
  • Morning Meetings and Reporting (00:33:21) Discussion on the importance of morning meetings, sales reporting by service writer, and constructive performance discussions.
  • Maximizing Existing Resources (00:34:55) Emphasizing the significance of making the most of existing resources before seeking more car count.
  • Linear Quantity Opportunities (00:36:32) Exploration of the linear quantity opportunities in parts matrix, addressing traditional matrix problems and opportunities for improvement.
  • Commitment to Lifelong Learning (00:38:54) Highlighting the importance of lifelong learning for success in shop management and overall strategy.
Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections            
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309. Strategies to Communicate Pay: The Good, Bad and Ugly [THA 309]
00:35:05
811. Proper Equipment Equals Higher Efficiency – Justin Allen [RR 811]
00:33:21
138. Student Career Fair [AW 138]
00:16:53
810. What Is Your Duration of Service? Carolyn Coquillette [RR 810]
00:25:50
308. What Does the Shop of the Future Look Like? [THA 308]
00:43:03
809. Nationwide Labor Rate Tracker – Tom Ham [RR 809]
00:23:42
137. The Best Part of a Student’s Day: Interning at Local Shop [AW 137]
00:14:04
808. Are You Stuck? Fall in Love with Your Business Again – Mike Searls [RR 808]
00:36:25
307. Learn to Lead: Empower Your People [THA 307]
00:54:15
807. Be The Hero When Your Customer Is At Their Most Vulnerable – John DiJulius [RR 807]
00:52:47
136. Second Location: “Lower Slower Delaware” [AW 136]
00:26:07
806. The Power of Branding and The Power of Letting Go – Andy Bizub [RR 806]
00:25:39
306. Remote Ownership [THA 306]
00:37:17
805. Passion To Support Abused Children – Chris and Pete Meier [RR 805]
00:32:41
135. Wife Encouraged Husband To Open His Own Shop [AW 135]
00:16:39
804. Millennials Are Becoming Your Most Important Employee and Customer – Kent Bullard [RR 804]
00:35:23
305. Service Advisor Overload [THA 305]
00:40:24
803. Finding Technicians Part 1- Chris Lawson [RR 803]
00:27:08
134. The Front Counter: “Picking Up The Pennies” Aaron Woods [AW 134]
00:18:57
802. Transferring Technical Knowledge – Isaac Rodell and Keith Perkins [RR 802]
00:53:51
304. Seller Beware [THA 304]
00:43:12
801. Public Perception of Automotive Careers – Bill Thompson [RR 801]
00:33:21
133. “Goals Set, Goals Accomplished” Jon Kloosterman [AW 133]
00:19:10
800. Our Adoption Story [RR 800]
00:18:42
303. Alignments! Rates, Numbers and ROI [THA 303]
00:31:58
799. Are You Thinking With Your Customer’s Wallet In Mind? Jaron Kleber [RR 799]
00:29:08
132. Fleets: Our Next Frontier- Lee and Kelli Weatherby [AW 132]
00:26:16
798. TechForce: Powering Our Youth [RR 798]
00:43:05
302. We Are Paperless and Loving It! [THA 302]
00:35:32
797. Behind the Scenes: Hudson Family Trifecta Awards [RR 797]
00:37:28
131. The Internet Is Educating Your Customers…Shouldn’t You? – Keith Benline [AW 131]
00:26:15
796. Fixing Fuel Pump Comebacks – Malcolm Sissmore [RR 796]
00:31:54
301. Service Advisor Pay Plans [THA 301]
00:51:06
795. The Benefits of Purchasing EV’s For Tenured Technicians – Bill Nalu [RR 795]
00:38:20
130. Demeny Pollitt Lists Her Labor Rates and Menu Prices On Website [AW 130]
00:22:00
794. Leverage Your DVI and Drive More Revenue – Craig O’Neill [RR 794]
00:37:45
300. Dave Ramsey Financial Program [THA 300]
00:40:07
793. Google Reviews: New Value From the Words Used [RR 793]
00:30:22
129. “I Did Not Know!” – In the Bays with Tracy Capriotto [AW 129]
00:21:13
792. Is Your Business Drowning? – John Burkhauser [RR 792]
00:28:39
299. Differentiate with Video [THA 299]
00:33:14
791. Paul Scanner Danner: His Life, His Brand, His Impact [RR 791]
00:29:38
128. Inside Chapel Hill Tire: Empowering Employees and Branding [AW 128]
00:31:48
790. Transmissions and Training: Female Perspectives – Lorraine Klein and Tiffany Scherado [RR 790]
00:30:23
298. Technician Tools and Jocko [THA 298]
00:31:08
789. What We Can Learn From Our Dentist [RR 789]
00:39:49
127. We Built the Building, But the Building Built Us – Tara and Dan Topel [AW 127]
00:24:15
788. Reach for Help – Stay In Business – Chris Cotton [RR 788]
00:34:16
297. Onboarding New Team Members [THA 297]
00:42:13
787. A 12 Pack of Conference Rules – John Firm [RR 787]
00:32:18
126. Only 1st Class – Harry Whyte [AW 126]
00:22:10
786. A Plan To Solve The Technician Shortage [RR 786]
00:49:49
296. Climbing Out Of Despair [THA 296]
00:50:13
785. The Perfect Second Location - Greg Buckley [RR 785]
00:51:00
125. 3 Shops In 1 - Travis Comfort [AW 125]
00:19:51
784. Practice What You Learn – G Truglia and Pete Meier [RR 784]
00:37:31
295. Preserving Your Reputation [THA 295]
00:27:42
783. Creating a Sticky Organization – Dr. Dave Weiman [RR 783]
00:38:23
124. Avocados and Automotive – Rena Rennebohm [AW 124]
00:22:59
782. Localized Training Trend [RR 782]
00:44:15
294. Right to Repair Update and a Trip to Washington [THA 294]
00:33:59
781. Customer Perceptions Part 3 – Bob Cooper and Chris Monroe [RR 781]
00:39:42
123. Customer Buys Legacy Shop, Grew 400% - Todd Cole [AW 123]
00:17:01
780. Building a Reliable Mentor/Mentee Program – Marc Brune [RR 780]
00:34:55
293. What Should We Call DVI’s? [THA 293]
00:43:32
779. NAPA Focused on EV Tech, Tools and Parts – Susan Starnes [RR 779]
00:14:38
122. Satellite Location: Diamond in the Rough – Jorge Gilligan [AW 122]
00:24:50
108. Brakes For Breasts 2022 Webathon for a Breast Cancer Vaccine [CC 108]
00:41:12
778. Preparing For The Next Five Years [RR 778]
00:56:14
292. Why Speak to Fifth Graders? [THA 292]
00:45:32
777. Customer Perceptions: Part 2 – Bob Cooper and Darrin Barney [RR 777]
00:36:23
121. Maximizing Space and Efficiency – Bob Noreiga [AW 121]
00:23:29
776. Electric Vehicle Outlook with Derek Kaufman [RR 776]
00:36:01
291. Customer Amenities [THA 291]
00:31:57
775. Car Coach Reports with Lauren Fix [RR 775]
00:38:20
120. Big Success in a Small Town – Jeff Grassman [AW 120]
00:18:49
774. Mobile Air Climate Systems Association (MACS) – Peter Coll and Andy Fiffick [RR 774]
00:49:11
290. Numbers Don’t Lie, They Also Don’t Tell the Truth [THA 290]
01:00:41
773. Customer Perceptions Part 1 – Bob Cooper and Bill Greeno [RR 773]
00:39:18
119. Second Location: Opportunity Knocked – Andy Bizub [AW119]
00:23:03
772. “Uncopyable Sales Secrets: How to Create an Unfair Advantage and Outsell Your Competition” by Kay Miller [RR 772]
00:39:06
289. Flat Rate VS Salary Debate [THA 289]
00:52:06
771. The Women of NAPA AutoCare [RR 771]
00:37:04
118. Purchased, Renovated and Reopened in 6 Months – Seth Thorson [AW118]
00:19:17
770. Hypocrisy: Check Yourself, Before You Wreck Yourself – Matt Fanslow [RR 770]
00:32:32
288. Writing Ads That Attract Rock Stars [THA 288]
00:41:05
769. 2022 Napa Technician Of The Year: Meg Lewis [RR 769]
00:30:16
117. Be Proud of Your Culture [AW 117]
00:20:55
768. Work Happy, Drive Happy [RR 768]
00:35:05
287. Maintenance Intervals: Industry Standards [THA 287]
00:35:02
767. Ron Capps: Two Time World Champion NHRA Driver Turned Team Owner [RR 767]
00:47:44
116. Finding Success in an Auto Repair Complex [AW 116]
00:24:59
766. How Partnerships Work [RR 766]
00:38:32
286. Why Do a Repair Order Audit? [THA 286]
00:36:53
765. What Do Technicians Really Want? – Jimmy Alauria and Jason Stretch [RR 765]
00:45:19
115. Helping the Community Deter Converter Theft [AW 115]
00:25:12
764. My Computer Was Hacked: Now What? – Tom Sciortino [RR 764]
00:20:38
285. Identify Your Ideal Customer [THA 285]
00:33:55
763. Processes: The Pulse of Your Business – Randy O’Connor [RR 763]
00:33:32
114. Details Matter to Your Customers and Employees – Dale Warmuth [AW 114]
00:17:46
762. Update: Training/Future of Hybrids and Ev’s with Craig Van Batenburg [RR 762]
00:38:39
284. Are You Selling Customer Experience or Price? [THA 284]
00:42:56
761. The New ADAS L4 ASE Certification – Shepanek, Haugh, and Perkins [RR 761]
00:38:19
113. Growing Pains with Jim Shukys [AW 113]
00:18:07
760. How To Build Relationships with Students and Schools [RR 760]
00:33:47
283. The Extreme Value of a ‘SWOT’ for your Business [THA 283]
00:46:27
759. A Collective Think Tank - Marconi - Murphy - Morrill [RR 759]
00:34:39
112. You Need an Organizing Board – Discover Why with Jimmy Alauria [AW 112]
00:35:13
758. Do You Have a 40% Close Rate For Pre Scheduled Appointments? Brett Beachler [RR 758]
00:34:27
282. Incentive Pay Ideas for Technicians [THA 282]
01:01:02
757. 4 Locations and Growing – Craig Popp [RR 757]
00:32:12
111. Surviving the Loss of 3 Technicians in 3 Weeks – John Bridgwater [AW 111]
00:19:50
756. Do You Have a Customer Avatar? – Daniel Griffith [RR 756]
00:33:48
281. Is Your Bathroom Like the Ritz Carlton? [THA 281]
00:25:17
755. Is Your Mission Statement Your Passion Statement? – Bill Greeno [RR 755]
00:35:55
110. Moving to a New Shop [AW 110]
00:25:08
754. Hairdresser Turned Shop Owner – Danielle Vila [RR 754]
00:32:21
280. ABC Technician: What Does It Mean? [THA 280]
00:44:02
753. Survey Says [RR 753]
00:40:17
109. Two Locations, One Campus [AW 109]
00:25:50
752. From Investment Banker to Shop Owner [RR 752]
00:40:48
279. Technician Mentoring [THA 279]
00:41:58
751. Motorist Assurance Program (MAP) [RR 751]
00:50:26
108. Process Driven: Stop Restarting Jobs [AW 108]
00:23:39
750. Surviving Two Store Openings During the Pandemic [RR 750]
00:58:18
278. The Value of Exit Interviews [THA 278]
00:43:11
749. The Many Roles Of The Shop Owner – Dr. Dave Weiman [RR 749]
00:43:49
107. Technician Time Management [AW 107]
00:18:28
748. The Lowest Price Shop Is Not Your Competitor – Reggie Stewart [RR 748]
00:29:40
277. Prepare for the Future [THA 277]
00:51:38
747. Google Reviews – Jimmy Lea [RR 747]
00:34:52
106. Being Focused Led to Dream Shop [AW 106]
00:19:01
746. From the Bays to the Classroom – Brandon Steckler [RR 746]
00:32:53
276. Build Your Labor Rate From The Ground Up [THA 276]
00:54:14
745. “You’re Not A Technician, You’re A Technical Expert” Aaron Becker [RR 745]
00:22:13
Anthony Williams Tribute
00:25:21
105. “Play Ball” Committed to Community [AW 105]
00:15:33
744. The Hardest Lessons to Learn – Kevin Eckler [RR 744]
00:42:33
275. Plan For Slow Times [THA 275]
00:45:39
743. “Vision, KC Is My Happy Place” [RR 743]
00:28:34
107. Power Panel: Internal Communication [CC 107]
00:39:38
104. Streamlining Processes with Brett Beachler [AW 104]
00:35:13
742. Growing? Is Another Shop In Your Future? – Greg Bunch [RR 742]
00:54:17
274. Details Matter [THA 274]
00:45:03
741. Wide Open Training Discussion with No Agenda [RR 741]
00:58:49
103. Adapt and Overcome with David Friend [AW 103]
00:27:01
740. Do Your Standards Align with Your Core Values [RR 740]
00:36:43
273. 20 Group Peer Review [THA 273]
00:50:32
739. Women In Auto Care 2022 Conference – Tracy Capriotto [RR 739]
00:27:32
102. Growing Through Mergers and Acquisitions – Amanda Drake [AW 102]
00:25:14
738. Pay Attention To Your Health – Jerry Holcom [RR 738]
00:27:01
272. Ethics 101 [THA 272]
00:36:10
737. New Customer Orientation – Kevin Vaught [RR 737]
00:31:53
106. Tom’s Trends – Shop Open & Close Hours [CC 106]
00:24:16
101. Why Cleanliness Matters [AW 101]
00:22:02
736. Celebrating Educators [RR 736]
00:49:14
271. Do You Need an Estimator? [THA 271]
00:41:08
735. Are You Ready to Open a Second Location? - Justin Barrett [RR 735]
00:20:54
100. Are You Knocking on the Doors of your Local Schools? [AW 100]
00:26:42
734. The New Frontier of Call Conversion Rates - Stan Sokes [RR 734]
00:49:45
270. Are You Offering ‘Only’ Synthetic Oil Services? [THA 270]
00:47:25
733. A Life Changing Vision 2022 Scholarship – Eric Dallas [RR 733]
00:26:01
99. So You Want to Be a Shop Owner? Matt Wagg [AW 099]
00:32:33
732. Training Think Tank [RR 732]
00:42:57
269. Paying Attention to Inflation [THA 269]
00:45:01
731. There Can Be Change Without Progress, But No Progress without Change – Chris Cloutier [RR 731]
00:48:44
98. Ultimate Toyota Truck Specialty Shop – Duc Nguyen [AW 098]
00:18:27
730. 6 Components to a Great Compensation Plan – Bob Cooper [RR 730]
00:35:16
268. Know Your Strengths [THA 268]
00:42:25
729. Are You Comfortable With Your Problems? Business Coaches Lab [RR 729]
00:42:45
97. Peer Group Review of Your Business: Ready For One? [AW 097]
00:20:10
728. Restructuring New Staff – Vinnie Lucido [RR 728]
00:34:22
267. Important Employee Benefits [THA 267]
00:38:59
727. How To: Change Your Mindset – Murray Voth [RR 727]
00:49:20
96. Our Team Sold Jobs While Stuck at the Kansas City Airport [AW 096]
00:15:56
726. Brought His 14 Team Members to Vision – Travis Troy [RR 726]
00:39:56
266. Next Best Improvement: Lean [THA 266]
00:37:27
725. Can the Independent Aftermarket And OE Work Together? [RR 725]
00:26:01
95. Out with the Old, in with the New [AW 095]
00:19:04
724. Husband and Wife Accountability Partners [RR 724]
00:35:05
265. Coaches Lab: Turn Around a Struggling Shop [THA 265]
00:38:45
723. 1 Shop, 3 Apprentices [RR 723]
00:28:17
105. Power Panel: To Your Health [CC 105]
00:34:06
94. Ready, Set, Grow! with Phil Carpenter [AW 094]
00:21:12
722. How Much Does It Cost You To Open Your Doors? [RR 722]
00:32:11
264. It’s Time to Revamp Our Industry Training [THA 264]
00:45:55
721. Are You Dreaming Big Enough? [RR 721]
00:44:24
93. Independents Meet Monthly: Bonus- Meet Tom’s Intern [AW 093]
00:19:45
720. Practicing Automotive with Heipp, Fanslow and Manna [RR 720]
00:55:30
263. The Leap From Employment to Ownership [THA 263]
00:42:01
719. The Power of EOS: 2 Day Leadership Meeting [RR 719]
00:44:11
92. Business Coach: Finding the Right One at the Right Time [AW 092]
00:24:26
718. ASE Board Chairman Brad Pellman [RR 718]
00:29:06
262. Financial Help For Your Team [THA 262]
00:37:51
717. Ego Is The Enemy [RR 717]
00:41:55
Re-Release: What the Aftermarket Can Learn from Professional Wrestling – Matt Fanslow
00:08:41
91. Don’t Let COVID Be an Excuse – Rachel Spencer [AW 091]
00:15:51
716. The Joy of Hiring [RR 716]
00:45:16
261. EV Charging Station: What You Need to Know [THA 261]
00:40:03
715. The Big Picture Program [RR 715]
00:26:40
90. Remodeled Legacy Texaco Station [AW 090]
00:21:07
714. 1 Out of 4 Employees Are Considering Quitting, What Are You Doing About It? – Dave Luehr [RR 714]
00:43:08
260. Workplace Motivation [THA 260]
00:41:01
713. Handling A Toxic Employee with Dr. Dave Weiman [RR 713]
00:38:20
103. Tom’s Trends – Technicians [CC 103]
00:23:06
89. Lean Six Sigma and Shop Tour with Karim Morsli [AW 089]
00:25:07
712. What Is The Best Thing You Can Do As An Owner? Leave! [RR 712]
00:35:15
259. Father Daughter Teams [THA 259]
00:40:12
711. Start Monday Positive and Celebrate Friday [RR 711]
00:30:01
88. Satellite Location and Shop Tour with Tom Grady [AW 088]
00:24:14
710. Mobile Diagnostics and 3D Printing [RR 710]
00:22:34
258. Preventing Employee Apathy [THA 258]
00:34:19
709. Women of the Year Awards 2021 [RR 709]
00:40:40
102. CarmCast Power Panel [CC 102]
00:50:51
87. What Is Your Word Of The Year? [AW 087]
00:21:27
708. Talking Tech: SVI, ADAS, Perception Systems, and Ethernet with Joe Register [RR 708]
00:30:38
257. Why We Are Better Than The Car Dealerships [THA 257]
00:38:43
707. ASE ADAS Certification and Other Important News [RR 707]
00:24:29
86. Creating Powerful Moments [AW 086]
00:25:08
706. What Type of Training Works for You? [RR 706]
00:41:21
256. Recovering From a Wrong Service Advisor Hire [THA 256]
00:31:53
705. Training Workshops: Develop Your Culture and Leadership [RR 705]
00:36:56
85. Why We Remodeled [AW 085]
00:20:06
704. How to Pass a Wage and Hour Audit from DOL [RR 704]
00:42:56
255. Culture Makes Great Customers, Keeps Great People, and Attracts Superstars [THA 255]
00:44:12
703. The Four Pillars of Marketing – Tony Mercury [RR 703]
00:26:47
84. 29 Year Old Daughter Takes Ownership – Remodeled and Has Coach [AW 084]
00:17:59
702. Three Managers You Need In Your Business- George Zeeks [RR 702]
00:39:16
254. Are You Getting Value From Your Training Dollars? [THA 254]
00:53:48
593. Managing Holiday Stress Amid the Pandemic – Dr. Dave Weiman [RR 593]
00:31:43
701. Marketing: Never Take Your Foot Off the Gas Pedal [RR 701]
00:32:26
83. Big Business in a Small Town- Candice and Jesse Beuttenmuller [AW 083]
00:21:00
700. 700th Episode Milestone- 7 Trends [RR 700]
00:50:11
253. Under 30: Our Future is Bright [THA 253]
00:39:35
699. New Leadership Team at ASCCA [RR 699]
00:39:53
82. “I Stopped Micromanaging” Becki McGinnis [AW 082]
00:20:11
698. Industry Leaders Update Right to Repair Act & Discuss AAPEX 2021 [RR 698]
00:33:11
252. Maybe You Need a Boss [THA 252]
00:47:48
697. AAPEX 2021 Service Award Winners [RR 697]
00:28:38
100. PAVE Virtual Training [CC 100]
00:38:08
81. Embracing Students into our Skilled Trade & Used Car Update – Justin Fricke [AW 081]
00:27:18
696. Are You Grateful 365 Days a Year? – If Not, Why? [RR 696]
00:52:01
251. Growing Sales For A New Location [THA 251]
00:40:27
695. Automotive Service Councils Educational Foundation [RR 695]
00:28:11
99. Vision KC 2022 – 30th Anniversary – Prepare to Go [CC 099]
00:42:57
80. Life Happens, How Do You Handle It? – Maryann Croce [AW 080]
00:28:58
694. Supply Chain: Getting Parts to Market Post Pandemic Part 2 [RR 694]
00:36:43
250. Do We Earn Enough Respect? Charlie Marcotte and Dustin Brown [THA 250]
00:45:39
693. Short Term Goals WILL Change Your Behavior – Bob Cooper [RR 693]
00:53:48
79. Private Training Huge Benefit – Bill Hill and Leigh Anne Best [AW 079]
00:31:57
692. CEO Margaret Palango Takes the Lead [RR 692]
00:25:34
249. Coaching CEO’s to Their Next Level [THA 249]
00:46:19
691. Rethink Your Compensation Plans – Darrin Barney [RR 691]
00:39:56
78. Keith Perkins Mobile Diagnostician and Tour of his Vans [AW 078]
00:24:59
690. Do You Have Financial Peace of Mind? – Bill Haas [RR 690]
00:37:55
248. Scheduling Work Flow [THA 248]
00:49:45
689. “Give Me 10” Internship Program – Sue Dickson [RR 689]
00:36:15
77. Recruiting Great Talent with Ryan Clo and Virtual Tour of Dubwerx [AW 077]
00:24:45
688. From Shadowing to Apprentice Graduate – Bridgette Johnson [RR 688]
00:19:17
247. Hiring Dealership Technicians [THA 247]
00:40:00
687. Jimmy Lea’s Top 7 Proven Marketing Methods [RR 687]
00:41:36
76. The Power of a Great Supply Partner Relationship [AW 076]
00:26:45
686. Implementing EOS with Barry Barrett: Four Shop Owners Share Their Success [RR 686]
01:06:24
246. Anxiety Disorders at Work [THA 246]
00:50:08
685. We Are Signal Intelligence Specialists - Gary Smith [RR 685]
00:29:08
75. Tina Erickson on Brand Equity and Tour of Her Shop [AW 075]
00:26:44
684. Creating Lifetime Customers - Brittany Schindler [RR 684]
00:26:31
245. Service Advisor Role Play #6 [THA 245]
00:52:15
683. Growing Pains When Scaling Your Business [RR 683]
00:55:13
98. Are You Going To AAPEX 2021? [CC 098]
00:35:01
74. Guest Host and Shop Tour with Fred Gestwicki, Jr [AW 074]
00:28:23
682. Why Can’t Every Shop Owner Be Profitable? [RR 682]
00:37:00
244. Addition by Subtraction: Letting Someone Go [THA 244]
00:39:29
681. Amazing Women in Automotive [RR 681]
00:38:33
12. bonus A Tribute to Bob Greenwood – [Bonus 12]
00:42:11
73. Craig Noel on Recruiting Students to the Trade [AW 073]
00:21:02
680. Catching Up With Your Mentor [RR 680]
00:49:18
243. The Courage to Make Tough Decisions [THA 243]
00:43:05
679. Profit Strategies with Natalie Paris [RR 679]
00:33:40
72. Michael Gallini and Shop Tour with Kristi Hudson [AW 072]
00:29:32
678. Scan Tools Part 3 [RR 678]
00:55:44
242. The Power of Transformational Coaching [THA 242]
00:40:29
11. bonus Bonus: Advancing the Aftermarket – Charging What We Are Worth [Bonus 11]
00:09:05
677. Succession Planning Blueprint – Bryan Stasch [RR 677]
00:40:56
71. Mitch Schneider and Shop Tour with John Constantin [AW 071]
00:32:00
676. Job Expectations: Boomers vs Millennials [RR 676]
00:49:25
241. Q & A with Chris Chesney [THA 241]
00:57:32
675. Apprentice Journey – High School to Graduate [RR 675]
00:36:35
10. bonus Bonus: Advancing the Aftermarket – We are an Industry to be Proud and Rivaled [Bonus 10]
00:04:45
70. Sam Craven and Lee Forman [AW 070]
00:29:35
674. Social Media 101: Lead Gen, IOS Changes, Boosting [RR 674]
00:39:13
240. I Want $1 Million For My Business [THA 240]
00:51:12
673. Leadership Series Part 5 with Mike Davidson – Rewards of Growing as a Leader [RR 673]
00:43:41
69. Rob Merwin and Charlie Marcotte [AW 069]
00:32:31
672. All Electric Vehicle Business Model – Dave Giles [RR 672]
00:44:30
239. Trends – Aftermarket Round Table [THA 239]
00:54:20
671. Creating a Culture of Productivity – Scott Brown [RR 671]
00:35:00
97. Behind the Scenes: New Shop Retrofit/Remodel [CC 097]
00:29:53
68. Rena Rennebohm and Carl Hutchinson [AW 068]
00:28:05
670. Mental Toughness – Maryann Croce [RR 670]
00:35:51
238. Addiction: How Can We Help? What Can We Do? [THA 238]
00:48:33
669. Scan Tools Part 2 [RR 669]
00:43:46
67. Steve Finzel and Sara & Chad Kooiman [AW 067]
00:27:09
668. Mergers and Acquisitions Explained – Rick Schwartz [RR 668]
00:35:45
237. Supply Chain: Getting Parts to Market Post Pandemic [THA 237]
00:45:07
667. Dealer Technicians Build Shop Partnership [RR 667]
00:30:21
66. Brittany Schindler and Bruce Howes [AW 066]
00:31:18
666. EOS Part 7 – Traction with Barry Barrett [RR 666]
00:37:52
236. Second in Command – A COO/GM Perspective [THA 236]
00:39:37
665. Social Media Marketing to Technicians – Kim and Brian Walker [RR 665]
00:34:28
65. Aaron Woods and Shop Tour with Emily Chung [AW 065]
00:30:38
664. Leadership Series Part 4 with Mike Davidson – Growth Environment (Continued) [RR 664]
00:43:34
235. Creating a Training Culture [THA 235]
00:46:57
663. Unstoppable with Amy and Kelly Michel [RR 663]
00:31:31
95. Are You Going To ASTE? An Update [CC 095]
00:23:40
64. Kevin Eckler and Shop Tour with Angelo Giglio [AW 064]
00:29:25
662. Dynamic Automotive: 6 Years Later [RR 662]
00:42:19
234. Service Advisor Must-Have Qualities [THA 234]
00:42:24
661. Cut through the Fog on the Future of Electric Vehicles – Derek Kaufman [RR 661]
00:27:59
94. Annual AAPEX Service Award Nominations [CC 094]
00:20:26
63. Russ Crosby and Shop Tour with Tom Palermo [AW 063]
00:28:41
660. Right to Repair Update – Hanvey & Lowe [RR 660]
00:26:14
233. Succession Strategies – A Real World Example [THA 233]
00:46:42
659. Technician Outlook with Jake Sorensen-Part 2 [RR 659]
00:30:07
62. Alan Beech and Shop Tour with Greg Bednar [AW 062]
00:21:48
658. How Strong Are Your Community Heart Strings? [RR 658]
00:38:42
232. Electrificaton of our Industry – Service Impact and Trends [THA 232]
00:49:55
657. EOS Part 6 – Process with Barry Barrett [RR 657]
00:29:33
61. Chris Cotton from Auto Fix – Auto Shop Coaching and Tiffany Scherado from Lifetime Transmissions [AW061]
00:28:56
656. Ask: What Are Your Car Pains? ™ [RR 656]
00:45:01
231. Playing the Long Game [THA 231]
00:41:41
655. Shop Owner has a Golf Cart Gold Mine – Mark Reopke [RR 655]
00:27:16
60. Scott Brown – Cardinal Shell and Virtual Shop Tour with Aden McDonnell – McDonnell’s ATS [AW 060]
00:29:37
654. Leadership Series Part 3 with Mike Davidson – Growth Environment [RR 654]
00:38:42
230. Second in Command: A CEO Perspective [THA 230]
00:41:17
653. Facing Our Challenges Head-On with Craig Noel [RR 653]
00:36:13
93. Day End Processes with Bill Nalu and Joe Hanson [CC 093]
00:25:22
59. Guest Host Charlie Marcotte and Virtual Shop Tour at Repair One [AW 059]
00:28:24
652. What My Dad Taught Me with Emily Chung [RR 652]
00:21:06
229. Career Paths – Technician to Manager [THA 229]
00:34:46
651. Total Management Commitment to Training – BE BOLD with Karim Morsli [RR 651]
00:52:57
58. Chris Cloutier and Virtual Shop Tour with Sam Craven [AW 058]
00:29:11
650. Hitting Rock Bottom and Climbing out [RR 650]
00:33:05
228. Make Price Irrelevant [THA 228]
00:41:14
649. Satellite Location with Tom Grady [RR 649]
00:26:07
92. Selling Batteries with Tom Sciortino and John Armstead [CC 092]
00:22:21
9. ASE Service Professionals Month – Trish Serratore [Bonus 09]
00:10:59
57. G Jerry Truglia and Virtual Tour at Dorman Products [AW 057]
00:26:04
648. Journaling – Your Personal Case Study with Matt Fanslow [RR 648]
00:53:14
227. Shop New Build with Seth Thorson and Troy Vaninetti [THA 227]
00:33:33
647. The CEO Commitment with Mike Bennett [RR 647]
00:34:00
56. Bill Nalu and Virtual Tour with John Gustafson [AW 56]
00:24:56
646. Leadership Series Part 2 with Mike Davidson – What They See [RR 646]
00:39:25
226. Our Industry Needs a Change [THA 226]
00:46:52
645. EOS Part 5 – Issues – with Barry Barrett [RR 645]
00:30:44
91. Employee Amenities with JJ Greenfield and Kelly Michel [CC 091]
00:19:10
55. Chris Chesney and Virtual Tour with Judi Haglin [AW 055]
00:26:29
644. Taking Your Toolbox Home with Justin Barrett [RR 644]
00:29:07
225. Building Customer Trust [THA 225]
00:44:21
643. Technician Outlook with Jake Sorensen- Part 1 [RR 643]
00:35:35
54. Clint Dudley and Virtual Tour with Pete McNeil [AW 054]
00:29:03
642. Partnership Agreements with Charlene Parlett [RR 642]
00:32:34
224. Comebacks: Prevention, Reputation and Cost [THA 224]
00:39:43
641. Drop the Keys and Fix It [RR 641]
00:42:55
90. Improve Your Capabilities and Processes – Get LEAN [CC 090]
00:24:12
53. Dwayne Myers and Shop Tour with Jonathan Ortiz [AW 053]
00:25:31
640. Leadership Series Part 1 with Mike Davidson – Everything Rises and Falls [RR 640]
00:38:15
223. My Biggest Mistakes [THA 223]
00:40:34
639. EOS Part 4 Data with Barry Barrett [RR 639]
00:33:55
52. Tom Ham and Shop Tour with Eric Henley [AW 052]
00:29:31
638. Interesting New Technology with Chris Cloutier [RR 638]
00:47:49
222. 10 Things That Require Zero Talent [THA 222]
00:51:55
637. NASTF Update with Donny Seyfer [RR 637]
00:45:07
89. Why Invest In Digital Signage & Great Branding [CC 089]
00:32:51
51. Keith Knowlton and Shop Tour with Trent Pickering [AW 051]
00:29:07
636. Learn Customer Communication Styles: DISC with Emily Chung [RR 636]
00:26:49
221. Are You Fixing Hybrids Cars? [THA 221]
00:43:18
635. Yellow and Red Envelopes with Seth Thorson [RR 635]
00:25:39
50. Eric Ziegler and Shop Tour with Carlo Sabucco [AW 050]
00:27:53
634. Supreme Court Ruling with Aaron Lowe [RR 634]
00:18:40
220. Specialization with Tom Palermo and John Anello [THA 220]
00:40:04
633. The Coalition of Automotive Management Professionals (CAMP) with Bob Greenwood, Bill Haas and Brian Gillis [RR 633]
00:36:04
88. Keeping Your Shop Floors Clean – Why and How [CC 088]
00:28:52
49. Donnie Hudson and Shop Tour with John Eppstein [AW 049]
00:24:53
632. Unbreakable Bond Between Brothers with Fernando and Jonathan Osorio [RR 632]
00:34:04
219. Tires as a Profit Center [THA 219]
00:37:28
631. EOS Part 3: People with Barry Barrett [RR 631]
00:34:32
48. Carolyn Coquillette and Shop Tour at Maximilian MotorSports with Maxmilian Macdonald [AW 048]
00:30:28
630. ASE Educational Foundation [RR 630]
00:37:36