Town Hall Academy

Town Hall Academy

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Automotive Aftermarket Success Stories


Final Inspection – Quality Controls & Covid-19 [THA 164]
Mar 26 • 46 min
THA 164 Final Inspection - Quality Controls We are tackling Quality Controls and the Final Inspection. This episode aired live during the Covid-19 Pandemic and will become an important listen not only for the power of a good Quality Control process but…
Make your Competitor Your Friend [THA 163]
Mar 19 • 36 min
THA 163 Make Your Competitor Your Friend We are talking about one of the near and dear to my topics. Getting to know your competitor. We cover all the bases in this discussion. Do me a favor. After you listen. Get in your vehicle drive to a local shop you…
Are You Paying for Training? The Right Thing To Do [THA 162]
Mar 12 • 35 min
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,…
Insurance Coverage Review – Part 1 [THA 161]
Mar 4 • 46 min
THA 161 Insurance Coverage Review - Part 1 Many don’t understand insurance, some feel they are over-insured, some underinsured. When, it is too late, and you have a claim, that is when you learn about coverages. This episode will go a long way to help you…
Open Forum: Ask the Shop Owner – Part 2 [THA 160]
Feb 26 • 50 min
THA 160 Shop Owner Forum Part 2 Joining me with this second part Shop Owner Forum an ‘Ask The Shop Owner’ format is Maryann Croce from Maryann Croce, Croce Transmissions, Norwalk, CT and SmallBizVantage.com, Andy Bizub, Midwest Performance Cars, Chicago,…
Service Advisor Role Play #4 [THA 159]
Feb 19 • 43 min
https://youtu.be/t3cgw0Mbc2Y Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of…
Shop Owner Open Forum [THA 158]
Feb 12 • 47 min
THA 158 Ask the Shop Owner Get ready to be engaged in this open forum, where anything goes. This panel is answering questions that have been sent in or provided over the Zoom webinar platform or off of Facebook … Keep in mind we record this live Academy…
Flat Rate vs Hourly-Bonus Hybrid Pay Plans [THA 157]
Feb 5 • 53 min
THA 157 Flat Rate vs Hourly-Bonus Hybrid Pay Plans With me on this Academy is Jeff Matt, Victory Auto Service, and Glass, Minneapolis, MN, Joe Hanson, Gordie’s Garage, Roseville, MI, Mike Maloney, Convenience Auto Service, An Arbor, MI and Corey Evaldi,…
Localizing National Training [THA 156]
Jan 29 • 54 min
THA 156 Localize National Training This THA was recorded LIVE while at the ASA Colorado Summit 2020in Denver. We were in the lobby of Lincoln tech. I believe you’ll be able to relate to much of the discussion we had on training. My biggest take-a-way is…
Are You Selling Tires? [THA 155]
Jan 22 • 47 min
THA 155 Are You Selling Tires Many of you do not do tires. Some do it only if asked by the customer. Some, as two of my guests, have about 50% of their volume in rubber. The goal of this audio workshop is to set up opportunities and challenges for you to…
Cash is King and Important to Your Business [THA 154]
Jan 15 • 46 min
THA 154 Cash Is King This audio workshop could just be the best medicine for 2020. Don’t just listen and learn but implement a new discipline around cash flow management. Cash is King and we are going to go wide open on how to generate cash and how to use…
Pricing Parts Purchased from Dealers [THA 153]
Jan 8 • 46 min
https://youtu.be/GhJt-YtPMqA The Panel: Bill Haas, AAM, is the owner of Haas performance consulting LLC, with 40 years of experience in the automotive service and repair industry. Clients have access to Bill’s solution-based focus, expertise, unique…
How To Increase Your Labor Rate Without Losing Car Count [THA 152]
Jan 1 • 56 min
THA 152 - How To Increase Your Labor Rate Without Losing Car Count One of the most important moves you can make right now is to review your labor rate. Sure you can increase it by the cost of living, however, there is more to consider and think about.…
Dominate Your Market – Own the Two Mile Zone [THA 151]
Dec 24, 2019 • 47 min
This episode is packed with marketing wisdom. Today if you don’t really concentrate on marketing your business your growth will suffer. Customers leave, die and move away. You always need to nurture new relationships and today that takes a carefully…
150: Three Financial Challenges – Coaches Perspective
Dec 18, 2019 • 49 min
THA 150 Top Financial Challenges to Overcome: Coaches Perspective The focus in this last month of the year in much of the content library has been to take a deep dive and look introspectively at your profitability. We are pushing dialogue about fixing…
149: Top Financial Challenges to Overcome – Shop Owner Perspective
Dec 12, 2019 • 48 min
THA 149Top Financial Challenges to Overcome- An Owners Perspective We’re serving up a strong discussion on Financial Challenges with me are shop owners John Long, Schertz Automotive, Schertz, TX, Tom Ham, Auto Centric, Grand Rapids, MI and Andy Massoll,…
148: Generating Repeat Business
Dec 4, 2019 • 47 min
THA 148 Generating Repeat Business We are talking marketing, mining and relationships with Kelli Weatherby, Accurate Automotive Mesa, AZ with husband Lee and David Roman from Done With Care - Auto Repair, Merriam, KS Kelli and David shook the trees as it…
147: Overcoming Debt
Nov 28, 2019 • 41 min
THA 147 Overcoming Debt A big problem for many service professionals is learning how to manage cash flow. The cash in the bank isn’t there for spending. It is generated by sales and the gross margin dollars that are earned on those sales is used to pay…
146: The Value of Twenty Groups
Nov 21, 2019 • 49 min
THA 146 - The Value of Twenty Groups If you are a struggling shop, I’d like to introduce you to three shop owners who were in your position once. They climbed out to find great success. One of the tactics was to join a twenty group. Keep in mind that so…
145: The Extreme Value of Shop Tours Part 2
Nov 14, 2019 • 37 min
THA 145 Shop Tour Part 2 This is our second year in a row to visit a shop in Las Vegas at the end of Industry Week. We were welcomed with open arms at Ted Wien’s Tire and Auto. Our gracious host Jennifer Wiens not only shared her thoughts on the episode…
144: Drug Testing in the New Age of Legalized Cannabis
Nov 7, 2019 • 43 min
THA 144 Drug Testing in the New Age of Legalized Cannabis We are talking about Drug Testing in the New Age of Legalized Cannabis. You’ve got to pay attention to your HR policies and procedures as states continue to rule on medicinal cannabis, recreational…
143: myASE Renewal APP – There’s an APP for That!
Oct 31, 2019 • 40 min
THA 143 My ASE Renewal APP - There’s an APP for That! You are going to get an interesting behind the scene understanding of the myASE Renewal APP. It is in Beta, however, you can get on board. This a perfect evolution from ASE to embrace and engage every…
142: Business Coaches Lab – Building an Enduring Business Culture – Part 2
Oct 24, 2019 • 38 min
THA 142 Business Coaches Lab - Building an Enduring Business Culture - Part 2 One of the hottest topics on the mouths and minds of leaders these days is organizational culture. The longer organizations look for competitive advantage and a sustainable way…
141: Selling Your Business – Valuation Strategies
Oct 17, 2019 • 48 min
THA 141 Town Hall Academy on Selling your Business - Valuation Strategies This episode on ‘Selling your Business - Valuation Strategies’ will provide a great lesson on tactics to obtain a great value for your business. The caveat is that you need to have…
140: Interview Tactics for a Cultural Fit
Oct 10, 2019 • 41 min
THA 140 Interview Tactics for a Cultural Fit How many interviews have you done? How many have sparked a great hire? We are here to talk about that. Welcome Kirk Richardson, South Street Auto Care, Rochester, MI, Jim Hayes, Shop General Manager at Pacific…
139: Trending – Close the Shop and Take My Entire Team to Training
Oct 3, 2019 • 31 min
THA 139: Trending - Close the Shop and Take My Team to Training How many excuses can you come up with for not closing your shop and take your team to a weekend training conference? About 10? They are not acceptable to my guests as we serve up exactly why…
138: The Business Side of ADAS – Advanced Driver Assistance Systems
Sep 26, 2019 • 49 min
THA 138 The Business Side of ADAS - Advanced Driver Assistance Systems If you’ve ever thought about getting into the ADAS calibration business, this episode will give you information to help in formulating your decision. With me is David Friend owner of…
137: The Language of Welcome
Sep 19, 2019 • 37 min
THA 137 The Language of Welcome We are talking about communicating and building relationships with a diverse and changing customer demographic. Now enjoy a fresh dialogue with Bill Nalu from Interstate Auto Care Madison Heights, MI, we actually broadcast…
136: Branch Growth Strategy
Sep 12, 2019 • 42 min
THA 136 Branch Growth Strategy Here are two voices that have grown branch stores and they tell a story you need to hear. Find out if they were successful right out of the gate. What they learned as they continued to grow. The importance of people,…
135: Implementing Profit First – Shop Owners Thrilled With Results
Sep 5, 2019 • 41 min
Implementing Profit First - Shop Owners Thrilled With Results This episode will change your thinking as it relates to a new profit discipline and cash management. I know you know that cash is king in any business, so start being a better manager of it.…
134: Market Changes and What I’m Doing About Them
Aug 29, 2019 • 42 min
THA 134 - Market Changes and What I’m Doing About Them We are dropping topics on Hybrid repair and marketing, building technician, avoiding a viral social goof, customer ADAS training, and communication tactics among others. With me in this episode are…
133: Why Soft or Life Skills Training Matters for Business Success
Aug 22, 2019 • 43 min
THA 133 The Value of Soft Skills Training The panel says that soft skills training helps build a stronger, flexible and harmonious organization. Leadership training is not just for the leader today. Everyone can benefit from being a better listener, which…
132: Business Coaches Lab: Building an Enduring Business Culture
Aug 14, 2019 • 41 min
THA 132 Business Coaches Lab - Building an Enduring Business Culture Culture is one of the most important business strategies you need to work on. Building a strong and vibrant business culture is required today. Learn how to get started and start to…
131: Preparing Your Shop For the Next Five and Ten Years
Aug 8, 2019 • 53 min
THA 131 The Future - Preparing Your Shop For the Next Five to Ten Years What is your future? Have you planned it? What are you doing to ensure your success in the next 5, 10 or 15 years? If you do nothing you get what you currently have and that may not…
130: Service Advisor Role Play #3
Aug 1, 2019 • 43 min
THA 130 Service Advisor Role Play My guests are role-playing these three situations: #1: Brakes- the client knows what is wrong and the car has been inspected somewhere else, $2: Oil change- just looking for a price and #3: The Check Engine Light is on -…
129: Customer Financing Options
Jul 25, 2019 • 46 min
THA 129 Customer Financing Options What options do you have to help your customers with credit choices. There are many vendor credit options to choose from and they are great. Maybe you don’t use them, maybe you should. No one wants a customer to walk out…
128: Valuing and Positioning Your Business For Sale
Jul 18, 2019 • 55 min
Are you ready to sell your business? Do you know how to prepare? Is it a buyers market or a seller’s market? Do you understand some of the financial principles that drive a transaction? About 50% of you will be impacted by this discussion in the near…
127: Overcoming Owner Burnout
Jul 11, 2019 • 44 min
Overcoming Owner Burn Out Endeavor into some really great smart talk on delegating, recharging and prioritizing. Things you must do so you don’t spin deep into a negative vortex. This team dishes out solutions to staying fresh and relying on your team to…
126: Firing Customers – When is it Right or Wrong?
Jul 4, 2019 • 48 min
Bottom line is firing customers is rare, however, it happens and should be for the right reasons. With me is Joe Hanson, Gordie’s Garage, Roseville, Michigan, Jerry Kezhyaya, The Auto Shop, Plano, TX, and Doug Callaghan, Vic’s Service, Wainright, Alberta,…
125: Client Loyalty Programs – Do They Work?
Jun 27, 2019 • 56 min
Client Loyalty Programs - Do They Work? We’re going to serve up a strong discussion building client loyalty through loyalty programs. My guests are lo Brian Bates, Eagle Automotive, Columbine Hills, CO, Vinnie Lucio, Co-Auto - Community Conscious Car…
124: So You Need an Accountability Coach?
Jun 20, 2019 • 52 min
This Town Hall Academy summit will explore the value of an accountability coach. The panel has a harvest of thoughts and insight for you. These guys brought their A game and really were extremely transparent about their own personal story. The panel’s…
123: The Power of the Supplier and Service Professional Relationship.
Jun 13, 2019 • 46 min
Supply Partnership - The Strength of the Supplier/Service Professional Relationship - THA 123 We get into some gritty perspectives from your suppliers on trust, delivery, training, and helping the service professional succeed. We also talk pricing, margin…
122: Talent Management – Developing Your Leadership Team
Jun 6, 2019 • 52 min
Talent Management: Developing Your Leadership Team We are talking about Talent Management - Developing Your Leadership Team. This group stretched the bounds of our discussion and you will either confirm your current leadership role or realize you have…
121: APPS That Improve Productivity and Make for a More Efficient You
May 30, 2019 • 49 min
APPs That Improve Productivity and Make for a More Efficient You Our desktops and smart devices give us tools to make us more efficient at what we do, they are not for everyone and some are just not right for how you operate. There are thousands of apps…
120: How Can We Provide Our Technicians a $100K Yearly Pay Package?
May 23, 2019 • 53 min
How Can We Provide Our Technicians a $100K Yearly Pay Package? We covered a large swath of reasons to review technician pay and to create a fair and adequate compensation plan based on criteria that is a win, win, win for the tech, the owner and the…
119: Improving Employee Loyalty
May 16, 2019 • 38 min
Improving Employee Loyalty Fuel your engine today with our discussion on Improving Employee Loyalty with my shop owner panel Donnie Hudson from Troy Auto Care in Troy, MI, Roy Foster from Roy Foster’s Automotive in Reno, NV and Steve Finzel from Finzel’s…
118 Recruiting Students to Discover a Career in Automotive
May 9, 2019 • 54 min
THA 118 Recruiting Students to Discover a Career in Automotive Enjoy some great new ideas and real-world issues as I welcome Seth Thorson, shop owner, Eurotech, Brighton, MN. Seth created a $25,000 endowment for automotive careers. We discussed in episode…
117: Creative Brainstorming: How To Build an Idea Factory
May 2, 2019 • 50 min
Creative Brainstorming: How To Build an Idea Factory Some people just bubble with ideas; they are visionaries. You’ve got team members who are great at seeing new and better ways to improve systems and processes, serve customers and create great…
116: Business Coaches Lab – Improving Shop Efficiency
Apr 25, 2019 • 56 min
THA 116 Business Coaches Lab - Improving Shop Efficiency Look forward to tactics like knowing your techs gifts or strengths, remove obstacles, make process improvement a rule, minimize interruptions, if your techs aren’t efficient find out why. There are…
115: Who Says You Need an Automotive Background to Run a Successful Shop
Apr 18, 2019 • 47 min
THA 115 Who Says You Need an Automotive Background to Run a Successful Shop Now visit with Brian Sump from Avalon Motorsports and Andy Bizub from Midwest Performance Cars as they share their strategy for growing their business. This is an interview like…
114: Taking Community Involvement to the Next Level – CarFest – Philanthropy on Steroids
Apr 11, 2019 • 45 min
Taking Community Involvement to the Next Level - CarFest - Philanthropy on Steroids CarFest is an event unlike any others in the US that connect the independent service provider together with the community. All the while you are listening think how you…
113: Taking Care of Your Most Valuable Asset – YOU!
Apr 4, 2019 • 41 min
Taking Care of Your Most Valuable Asset - YOU Are you looking to do something for you? Are you exercising? Are you taking care of you? This Town Hall Academy will help you learn how to find your personal motivation. Get off the couch. It’s not OK to NOT…
112: Aftermarket Training in the Age of Rapid Tech Changes. How To Navigate Your Training Needs.
Mar 27, 2019 • 56 min
Aftermarket Training in the Age of Rapid Tech Changes - How To Navigate Your Training Needs The commitment to training must come from both the technicians and shop owners. We keep hearing that we are in a hi-tech industry. The stats are out there to prove…
111: Building New Customers
Mar 20, 2019 • 59 min
Building New Customers David Roman from Done with Care - Auto Repair from Merium, KS and Greg Bunch from Aspen Auto Clinic from Colorado Springs and also the founder of Transformers Institute bring their A game to this discussion. We covered a wide…
110: Charging What We Are Worth
Mar 13, 2019 • 50 min
Charging What We Are Worth We talk professional courtesy, labor rates, training, having the right value proposition for your customer so you can charge accordingly, the labor rate spread in our communities, and why you shouldn’t be afraid to charge what…
109: How to Handle the Overload of Information, Workload and All That You Have to Learn.
Mar 6, 2019 • 40 min
How to Handle the Overload of Information, Workload and All That You Have to Learn We are in deep talking about how they deal with getting things done, keeping up on their learning curve, dealing with an overstuffed ‘In-Box’, prioritizing, delegating,…
108: The Value of a Professional HR Support Company
Feb 27, 2019 • 49 min
The Value of a Professional HR Support Company OK Let’s Talk HR and Professional Employer Organizations (PEO). The Academy team includes Kevin & Lisa Eckler, Foreign Car Specialists, Poughkeepsie, and PEO specialists; Jim Belliveau, from Acadia HR and…
107: Discover How To Keep Your Women Customers For Life
Feb 20, 2019 • 44 min
Discover How To Keep Your Women Customers For Life We heard the stats that the female makes up over 50% of your customer base. That is based on certain geographies and demographics. Some are higher, some are lower. But no matter your mix you’ve got to…
106: Managing a Negative Online Review
Feb 13, 2019 • 50 min
Managing a Negative Online Review The Academy panel will go over a 5 step process and go above and beyond by sharing their personal experiences. So you got a “NEGATIVE” Review now what? Here is a 5 step process we are going to discuss: 1/ Two negatives…
105: Catering to the Millennial Customer
Feb 6, 2019 • 39 min
Catering to the Millennial Customer We are talking with three millennial aftermarket successors, they are each involved in the family service business. The panel: Lauren Anderson, Victory Auto Service & Glass Minneapolis, MN, Jacquie Hower, from…
104: Business Coaches Lab: The Art of Implementation – How to Get Things Done
Jan 30, 2019 • 51 min
The Business Coaches LAB: The Art of Implementation: How To Get Things Done. In our continuing series of the Business Coaches Lab, we work to help you get into gear. The coaches mostly agree that there a few key problems for inaction. The discussion…
103: Turn Price Shopping Callers Into Customers.
Jan 23, 2019 • 52 min
Turn Phone Price Shoppers into Customers We bring light to the service adviser/manager position as the toughest job in the company. It is very possible that your caller may not be looking for a price because they don’t know what else to ask. We talk about…
102: Second Chance – Working with and Supporting Addiction
Jan 16, 2019 • 59 min
Second Chance - Working with and Supporting Addiction We cover a lot of ground in this episode that will open your eyes to addiction including the way out, living life without, the law of exposure, the reward system, opioids, alcohol, and other addictions…
101: Ghosting – Minimizing New Hire No Shows
Jan 9, 2019 • 50 min
Ghosting: Minimizing New Hire No Shows. When ghosting happens, you are always wondering what you did wrong. For many, you are always improving your HR recruitment processes. We talk red carpet, culture, branding, and clear and tight communication. I…
100: Up Your Game: Become a Level Five Leader and Improve, You, Your Business and the Aftermarket
Jan 2, 2019 • 66 min
Up Your Game: Become a Level Five Leader and Improve You and the Aftermarket Think of this podcast like 9 five minute Ted Talks. Here are the topics covered, Listening, Resilience, Learn to be a CEO, Perseverance, Invest in your Staff, Delegate and Get…
099: The New Tax Law Impact on the Service Professional
Dec 26, 2018 • 51 min
The Impact of the New 2018 Tax Law on the Service Professional Join Reed Meils, Financial Therapist and Partner in Paar, Melis and Assoc., Mt. Airy, MD, Hunt Demarest, CPA at Paar, Melis and Assoc and shop owner Gerry Frank, Shop and coach at Repair Shop…
098: Daytime Training vs Night Time Training – A Discussion of Ideas
Dec 19, 2018 • 50 min
 Your Learning Curve Never Sounded So Good Chris Chesney is the Senior Director of Customer Training, CARQUEST Technical Institute, and a NASTF board member and a member of the ‘Road To Great Technician’ project. Listen to Chris’s previous episodes HERE.…
097: Service Professional Loyalty: A Supplier Perspective
Dec 12, 2018 • 54 min
Service Professional Loyalty: A Supplier Perspective On the panel is Brad Hartline, from Hyde Villa Auto Parts President and Pottsville Auto Parts in the Reading PA markets and Trevor Martin, President, Vaca Valley Auto Parts, Fairfield, CA and Mark…
096: Engaging Kids in the Automotive
Dec 5, 2018 • 52 min
Engage our Kids in the Automotive This episode is a call to action to step up and get involved in your high school or college advisory boards and your community. Stop by a school and offer your help to the instructors or department chair or speak to your…
095: Taking Good DVI Pictures
Nov 28, 2018 • 58 min
Taking Great DVI Pictures Taking quality DVI pictures reflects on your brand and helps the customers builds trust. The power of demonstrating work needed and future maintenance concerns in the art of picture documentation is how we are going to do…
094: ASE – The Industry Credential and YOU!
Nov 21, 2018 • 57 min
ASE: The Industry Credential and You It is time to best understand “your” role in bringing the value of ASE to your technician, your customer, and the industry. It’s time we, you, stepped to the plate and used ASE for what it does for you. Since ASE is a…
093: How Not To Be a Micro Manager
Nov 14, 2018 • 49 min
Stop Being a Micro Manager Have you ever said I need to give my people the freedom to spread their wings and make more decisions? Ever wondered why they won’t. It could be because you are a micro manager. If you are a micro manager discover why you need…
092: The Extreme Value of Shop Tours
Nov 7, 2018 • 51 min
The Extreme Value of Shop Tours Recorded live at Franks European in Las Vegas, NV, listen to Frank Scandura, Vinnie Lucido, Andy Bizub, Deb Van Batenburg, Greg Bunch, Jimmy Lea, Bill Nalu, Shari Pheasant, and Vic Tarasik all providing their wisdom and…
091: Workshop – Service Adviser Roleplay – Part 2
Oct 31, 2018 • 52 min
Service Adviser Role Play Part 2 Again this team digs deep to help aftermarket professionals learn more about the service advisor position. This is one of the most important and challenging jobs in the industry. The service adviser is the face of the…
090: Business Coaches Lab: Five Dysfunctions of a CEO
Oct 24, 2018 • 61 min
The Business Coaches LAB: The Five Dysfunctions of a CEO. Becoming a Better Leader. Learn about these Dysfunctions: the Absence of Trust, the Fear of Conflict, the Lack of Commitment, the Avoidance of Accountability and the Inattention to Results. In the…
089: Open Four, Five or Six Days a Week. You Decide.
Oct 17, 2018 • 50 min
Open Four, Five, Six Days a Week. Listen to the Debate. The panel includes Tom Piippo Tri-County Motors, Rudyard, MI, Bill Nalu, Interstate Auto Care Madison Heights, MI, and Alan ‘Ollie’ Gelfand, from German Car Depot, Hollywood, FL. Learn how each…
088: Everything I Did Wrong and What I Learned
Oct 10, 2018 • 54 min
Everything I Did Wrong and What I Learned If you are a person who thinks you can do everything yourself, then you need to listen to this trio explain their knock upside the head ‘V8’ moments when they realized it was the worse thing they could have ever…
087: Automotive Career’s Starts in High School and in the Home!
Oct 3, 2018 • 48 min
An Automotive Career Starts in High School and in the Home!l We, as a collective aftermarket, need to stop talking about the need for quality automotive training and the technician shortage and get involved. It will be our fault for the lack of young…
086: Stop Being Busy and Improve Your Productivity!
Sep 26, 2018 • 52 min
Stop Being Busy and Improve Your Productivity The panel includes Dennis McCarran, Executive Director of Dealer Strategic Planning, Justin Galsgow, Performance Tire & Wheel, Topeka, KS and Darren McClea from McClea’s Tire and Automotive, Santa Rosa, CA. We…
085: 21 Tips to Gain an Edge over the Competition – Part 3!
Sep 19, 2018 • 53 min
21 Tips To Gain An Edge Over Your Competition - Part 3 With me, in this part three is the same crew from part two and part three. Todd Westerlund, CEO of Kukui , Jeremy O’Neal Freedom Automotive in Hesperia, CA and President and lead sales trainer for…
084: Buying Technician Tools: Create Your Program!
Sep 12, 2018 • 41 min
Buying Technician Tools: Create Your Program We are talking ‘Buying Technicians Tools; The How’ and with me is Keith Williamson, owner of Williamson’s Repair and Tire in Bondurant, IA, Andy Bizub Shop Owner of Porsche Specialist Midwest Performance Cars…
083: What Separates the Outstanding Technicians
Sep 5, 2018 • 48 min
What Separates the Outstanding Technician Outstanding shops attract outstanding technicians. Outstanding technicians want to work for outstanding shops. Listen in on a great dialogue that covers qualities and attributes like Passion, Precision, Pride,…
082: Acquisition Strategies
Aug 29, 2018 • 50 min
Acquisition Strategies This a perfect bookend episode that connects with Town Hall Academy Episode 075. There we talked ‘Am I ready for my second branch?’ The Panel includes multi shop owners, with growth plans; Greg Bunch, from Aspen Auto Clinic,…
081: Niche. Should We Find Specialties and Create a New Business Model or Services?
Aug 22, 2018 • 53 min
Niche. Finding Specialties to Create New Business Services. A very interesting summit, a lesson for the forever student of the aftermarket. We’re talking Niche or Finding Specialties to Create New Business Services. A vibrant discussion to challenge the…
080: Bring Them Back: How To Revitalize a Lost Customer
Aug 15, 2018 • 50 min
Bring Them Back: How To Revitalize a Lost Customer Our lively discussion starts with the Customer Retention Myth and ends with taking extreme ownership of your customer and keeping them in the fold. We talk about steps to get lost customers back, the…
079: What Drives Your Parts Buying Decisions?
Aug 8, 2018 • 46 min
What Drives Your Parts Buying Decision? This Town Hall Academy summit features Keith Williamson, owner of Williamson’s Repair and Tire in Bondurant, IA, John Long partner in Schertz Auto Service in Schertz, TX, and Keith Katz, owner of Quality Service…
078: Low Hanging Financial Fruit That Will Increase Your Profits
Aug 1, 2018 • 42 min
Low Hanging Financial Fruit That Will Improve Your Profits The cost of doing business rises each year. Net profits that are necessary to move your business forward are challenged each day. Our panel talks about the value of inspections on your sales,…
077: Business Coaches LAB – Standards
Jul 25, 2018 • 53 min
Business Coaches LAB on Standards Standards, in a business is the bar, the rules that set the level of quality, service, experience, caring, and engagement. The problem is so many times the owner is so busy doing whatever he’s doing in his business…
076: Improving Your Soft Skills. How To Lead and Spread a Positive Vibe.
Jul 18, 2018 • 50 min
Improving Your Soft Skills. How to Lead and Spread a Positive Vibe. Soft skills are the personal attributes that go a long way in building and enabling you to interact effectively and harmoniously with other people. A soft skills inventory can be active…
075: Am I ready For My Second Branch?
Jul 11, 2018 • 41 min
Is there another branch location in your plans. Have you ever thought of growing your brand into other communities? There is an art and science to intelligent growth. According to this Academy panel, it is not an easy task. You can choose an acquisition…
074: Can David Beat Goliath?
Jul 4, 2018 • 45 min
Can David Beat Goliath? The Academy panel dives into the dichotomy of David and Goliath. David, quick nimble and did not perceive that he was an underdog. The panel considers that larger industry players can be Goliath-like … complacent, too structured,…
073: Your Turning Point: The PIVOT(s) That Improved Your Business
Jun 27, 2018 • 57 min
Your Turning Point: The pivot that improved your business. Have you ever thought about a big event that you could call a life pivot? A circumstance that made a change in your life or your business? Many of us can claim distinction to some monumental…
072: Technician Training Strategies & Rewards
Jun 20, 2018 • 55 min
Training Technicians is an Investment That Must Be Made and Funded. Shop owners must create a learning culture in the business. This allows the entire team to understand the value of training. It doesn’t end at 5 PM. The shop owner must generate the…
071: Underutilized Shop Management Systems (SMS)
Jun 13, 2018 • 55 min
Underutilized Shop Management Systems. The panel is all about max utilization for your SMS. You are going to learn a lot and maybe walk away with an action plan to better utilize your SMS. Listen to Tom Ham, Automotive Management Network and shop owner of…
070: Business Coaches LAB – Leadership
Jun 6, 2018 • 58 min
Business Coach LAB on Leadership “Leadership is the capacity to translate vision into reality”. —Warren Bennis The passion behind the vision is what makes people leaders. This is a first in an episodic series called the Business Coaches LAB. With me for…
069: Workshop – Service Advisor Roleplay – Part 1
May 30, 2018 • 53 min
Listen In On Four Different Roleplays of Service Advisor and Customer. In this new Academy workshop format, learn as four different themed role plays are, played out for you. In each role play there is a customer, service advisor and an observer/coach who…
068: Why Just In Time Learning is Bad For Your Business
May 23, 2018 • 52 min
The Impact That Core Fundamental Training Will Have On Your Business And Career. This power panel includes Donny Seyfer, Mark Saxonberg, Chris Chesney, Jeff Peevy and Bill Haas. They have the expertise and experience to give you a blueprint for your…
067: Your Ideal Customer Part 2 – Training Your Team To Embrace Your Avatar
May 16, 2018 • 53 min
Your Ideal Customer Part 2 – Training Your People to Understand and Embrace Your Customer Avatar. Knowing your ideal customer is an important part of a very successful business and helps define who you want as your customer. Commonly called your customer…
066: Periodic Motor Vehicle Inspections
May 9, 2018 • 47 min
A discussion on the state of mandated periodic motor vehicle inspections. There are only 14 states in the US that have some sort of mandated vehicle inspection. There had been almost twice that amount. There is momentum to eliminate these safety…
065: Your SMS Data – Who Controls It?
May 2, 2018 • 65 min
Do You Have Control of Your Business Intelligence Data? Data is king. It is ok to share your data if you know who you are sharing it with? If and when you share your customer database with vendors; what do you want them to do with it and how should you…
064: Workplace Organization the 5S Method
Apr 25, 2018 • 55 min
Workplace Organization: Waste. Clutter. Standardize. Improved Efficiency. 5S came from the Japanese and the concept of Kaizen, continuous improvement. 5S is a method to improve workplace organization. The 5S’s are Sort, Set in Order, Shine, Standardize…
063: Making Business Partnerships Work
Apr 18, 2018 • 50 min
The Qualities of a Good Partnership or How to Make Partnerships Work. Partners and brothers Vinnie and Anthony Lucido from CoAuto, Community Conscious Car Care in Reno, NV and partners Shawn Kline and Jeremy Austrum from Next Generation Auto in Baldwin,…
062: Come Backs – Prevention, Reputation and the Cost
Apr 11, 2018 • 44 min
The Dreaded Come Back: The Keys To Prevention. Comeback prevention starts at the front door. It is all about communication. Writing enough information to the technician the better he/she can handle the diagnosis. To improve the end product and to reduce…
061: Know Your Daily Sales Break Even Number
Apr 4, 2018 • 40 min
The Rule of Holes: Know When To Stop Digging Knowing your break-even point — the point at which total cost and total revenue are equal is important to running a business. It is not just good enough to reach your daily break even, you must exceed it if you…
060: How To Get Value From Recorded Service Calls
Mar 28, 2018 • 46 min
How To Get Value From Recorded Service Calls Listen and learn from Rena Rennebohm, service advisor coach and the Chief Training Officer of ACT Group, Keith Williamson, president of Williamson’s Repair and Tire in Bondurant, IA and service advisor Lauren…
059: Critical Daily Actions That Matter
Mar 21, 2018 • 56 min
Shop Owners Must Do’s: Daily Actions that Matter: Why Routine Matters. We had a very deep discussion on critical daily actions that will keep your business compliant and running smoothly. You’ll walk away with a strong sense of discipline in building a…
058: How to Become the Employer of Choice
Mar 14, 2018 • 55 min
How to Become the Employer of Choice. Join Ryan Clo from Dubwerx in Cincinnati, Dwayne Myers from Dynamic Automotive in Frederick, MD and the Director of Training at RLO, Barry Barrett. You have an opportunity to listen to three of your aftermarket…
057: Your Profit & Loss Statement. Learn it. Love it.
Mar 7, 2018 • 53 min
The Power of Strong Financial Statements No question that knowing the value of your Profit and Loss Statement helps you grow a strong, viable and profitable company. Many shop owners have not gotten intimate enough with the value of their financial…
056: Your Ideal Customer – Defining Your Avatar
Feb 28, 2018 • 52 min
Your Idea Customer – Defining Your Avatar Knowing your ideal customer is an important part of very successful businesses and helps define who you want as your customer. Commonly called your customer avatar, or your cardboard cut-out you are defining a…
055: The Importance of Back Office Operations – Part 2
Feb 21, 2018 • 57 min
The Power Center of your Business is in the Back Office PART 2 Amy Mattinat, Jacquie Walter Hower, Maryann Croce and Kim Auernheimer discuss Human Resources and Marketing. Two very important responsibilities of the CEO and back office team. Highlights:…
054: Stay Up on Social Media – Facebook Changes and your Marketing Efforts 2018
Feb 14, 2018 • 52 min
Stay Up On Social Media. What do the Facebook Changes Mean to Your Marketing Effort? Facebook announced sweeping changes in early 2018. Our Academy panel provides great advice on becoming 2018 ‘Social Savvy’ and improving and changing your social media…
053: Improve Communication Between the Service Advisor & Technician
Feb 7, 2018 • 52 min
Many Problems Are Found in A Lack Of Communications; Therefore Good Communications Can Prevent Come Backs. Improving Communications Between the Service Adviser and Technician with Jude Larson from Valley Repair in Tenino, WA and also with JML Real…
052: Lessons I Learned When I Sold My Shop
Jan 31, 2018 • 52 min
Lessons I Learned When I Sold My Shop Three former shop owners tell their story on selling their business. With Margie van Lierop, Formerly of Beach Cities Garage in Laguna Hills, CA; Scott ‘Gonzo’ Weaver formerly of Superior Auto Electric, Tulsa, OK (You…
051: First Moves When Opening a New Shop
Jan 24, 2018 • 65 min
Find A Blue Print Outlined For Finding Success If You Are Going To Open An Automotive Aftermarket Service Repair Shop. There is some secret Sause shared here including a few preferred methods on how to start, setting up your spending plan, how important…
050: Finding The Right Business Coach
Jan 17, 2018 • 50 min
Finding The Right Business Coach. A strong group of successful service professionals credits a business coach or consultant for their success. This Academy panel is in agreement on the steps you must weigh when considering hiring a business coach or…
049: How to Sell Diagnostics
Jan 10, 2018 • 53 min
How To Sell Diagnostics at a Profit? This is not an easy question to answer. Service professionals must be paid for their expertise because the cost of doing diagnostics is the most expensive service you have in your building. It is time to move from…
048: Grow Your Fleet Business | AMi Credit
Jan 3, 2018 • 60 min
Growth Strategy: Fleets Fleet business can sustain your revenue during the up and down times of the year. Get started and be willing to change and adjust as you move along. These three experts agree that it may be time for you to ‘Get out of your comfort…
047: Twenty-One TIPS to Get an Edge on the Competition – Part 2
Dec 27, 2017 • 51 min
Do you need a quick new idea to implement that will give you an edge? In this Academy lesson get 21 TIPS (Part 2) to help give you an edge over the competition. These are some very simple ideas that have been collected from successful service…
046: Revving Up Your Business Culture | AMi Credit
Dec 20, 2017 • 55 min
Building a strong business culture can be one of the hardest things a business owner can do yet the most rewarding. It is one of the key principles in the business that you cannot touch. It’s the soft stuff. For many, it is tough to get your hands around…
045: Installing Customers Parts – A Discussion | AMi Credit
Dec 13, 2017 • 48 min
This panel’s perspective is meant to excite a dialogue, to present ideas and concepts to support your decision or to inspire you to take a stand; one way or the other. This topic is a worthy discussion because of the growth rate of e-commerce part…
044: The Importance of Back Office Operations – Part 1
Dec 6, 2017 • 54 min
The Power Center of your Business is in the Back Office. In this Part One Amy Mattinat, Jacquie Walter Hower, Maryann Croce and Kim Auernheimer discuss controls, operations and accounting/finance. Highlights: Cash accountability, bank statements, trust…
043: Book Club – Favorite Books That Have Made Me A Better Leader/CEO
Nov 29, 2017 • 57 min
Books That Have Made Me a Better Leader and CEO Harry Truman said, “Not all readers are leaders but all leaders are readers.” Our Academy panel will share with you the books that have impacted them. They’ll explain their big take-a-ways that have impacted…
042: Impacting a Difference For Those Struggling For Success
Nov 22, 2017 • 42 min
The Power of Peer To Peer Help. When you commit to helping a struggling service professional you help lift all ships. The tough part is starting the engagement. When a shop owner asks for guidance that is the first step to really make change. The teacher…
041: The Value of Knowing Your Customers Observable Behavior (DISC) | AMi Credit
Nov 15, 2017 • 47 min
Become A Better Communicator By Learning The Power Of Observable Human Behavior. Kim Auernheimer, Shari Pheasant and Jeremy O’Neal bring their wealth of knowledge using the DISC profiles in their businesses. You need to understand that DISC is an…
040: The Extreme Value in Doing a SWOT On Your Business
Nov 8, 2017 • 49 min
The Power of Performing a SWOT (Strengths, Weaknesses, Opportunity, Threats) Review of Your Business. Join Maryann Croce, Greg Bunch and Murray Voth for a wide-open discussion on the power and value doing a SWOT on your business. These three aftermarket…
039: Eight Ways To Recruit and Build Your Team | AMi Credit
Nov 1, 2017 • 50 min
When was the last time you actively recruited qualified candidates to fill your bench strength? Kevin Vaught, Business Development Coach from Elite Worldwide, Ryan Blair from Blair Automotive and Robert Sexton from First Tire and Automotive bring their…
038: Is the Goal to Bring Cars Into the Bay or Clients Into the Business?
Oct 25, 2017 • 43 min
Are you viewing your client and their car as one? There are too many disruptions in the industry that drives big reasons to hold strong relations with your customer. Understanding your customer and their vehicle as ‘one life condition’ is the foundation…
037: Multiple Labor Rates & Matrix Parts Margins in your SMS
Oct 18, 2017 • 47 min
Multiple Labor Rates Can Make A Shop Competitive Depending On Jobs. It Is Easy To Set Up Parts Matrixes On Your SMS. A big fear in our industry is we fear someone questioning our price. We need to be proud of why and what we do. We must understand the…
036: Ten Reasons For Buying Technician Tools
Oct 9, 2017 • 41 min
Is Tradition Preventing Shop Owners From Buying Technician Tools? FACT: Shop Owners Are Already Paying For Their Employee Tools, And At A Super Inflated Premium With A Ton Of Interest To Boot. This Academy panel feels that making employees supply tools is…
035: Supplier Loyalty- The Service Professional Perspective
Oct 4, 2017 • 53 min
The Strength of Supplier Loyalty is Based in Relationships and Providing the Needs of the Service Professional. This team of service professionals shared their views on supplier loyalty and how their first call supplier has earned that position. Bill…
034: Nine Tips For a Better Work Life Balance
Sep 27, 2017 • 50 min
If you want Work Life Balance, first, you must BELIEVE that it’s possible. Once you believe that it’s possible, you must DECIDE that is what you want and set your INTENTION to make it so. Become an expert at work-life balance by making it a habit,…
033: The Competition You Don’t See Coming – ASA-CARS @ AAPEX 2017
Sep 20, 2017 • 40 min
Learn about ‘The Competition You Don’t See Coming: What Will It Take To Own Your Own Customers”. There are big changes happening … are you prepared? What’s ahead in the ever-changing aftermarket will have a big impact on your business if you are not…
032: Aftermarket Brakes For Breasts Program – Can One Repair Shop Make a Difference in the Fight Against Breast Cancer? You Bet!!
Sep 12, 2017 • 39 min
Is it time to get involved in an industry wide fundraiser where 100% of the monies raised go to research on a breast cancer vaccine? Yes you have many philanthropic commitments in your community and you are so very proud of your efforts, but consider this…
031: Twelve Tips on Holding GREAT Team Meetings
Sep 6, 2017 • 49 min
Communications is the driving foundation of what meetings are about. Many superior take-a-ways in this Academy lesson. If you are contemplating holding meetings or are holding them and you want to check in on other strategies, this is the perfect seminar.…
030: Nine Reasons Why Labor Rates Need To Increase
Aug 30, 2017 • 50 min
Is Your Labor Rate Keeping Up with Inflation and Your Cost Doing Business? A tough subject to discuss, however many great ideas shared on the mechanics of setting a labor rate, but most importantly being valued and getting paid for all that you know and…
029: Are We Too Dependent on Being Independent?
Aug 23, 2017 • 51 min
Individuality and entrepreneurialism is commanding but being inter-dependency can become a powerful positive force. Independence is a strength, however being Interdependent on each other can benefit the entire industry. Being independent seems to breed us…
028: Twenty-One TIPS to Get an Edge on the Competition – Part 1
Aug 16, 2017 • 45 min
Do you need a quick new idea that will give you an edge on your competition? In this Academy lesson get 21 TIPS that have been implemented before to help give you an edge over the competition. These are some very simple ideas that have been collected from…
022: Hiring for Team Dynamics
Aug 10, 2017 • 50 min
What would you do differently if you knew you could never fire anyone? Hiring the right team member continues the culture and team dynamic in your business. Hiring the wrong person can crash your culture and create friction in your team. You need to hire…
027: Performance Reviews – Best Practices
Aug 9, 2017 • 51 min
Are your Performance Reviews Creating the Best Behaviors from Your Team? Performance reviews for many business owners never get done. There are many reasons why not and this episode tackles them head on and the best way to get them done. There is great…
021: Getting Things Done: A Discussion on the Challenges of Time Management
Aug 7, 2017 • 52 min
Are You Getting Things Done? Do You Find it a Challenge to Finish Tasks? Listen to three of your industry peers as they discuss their perspective on what it takes to accomplish their tasks and goals. You’ll hear about creating a theme day, tactics to get…
026: Succession Planning – The Next Generation Entrepreneurs
Aug 3, 2017 • 50 min
Are Your Succession Plans Solid? Are You Ready To Leave Your Business To The Next Generation? Bob Ward from Wardden LLC and former shop owner Russel Andrew bring a few building blocks of succession to the Academy. The message is strong: you need to start…
020: How To Sell 250K Mile Maintenance & Save Your Customers Thousands
Jul 30, 2017 • 48 min
Customers need to see and understand the data on how they can save enormous money if they kept their car for 12 years. We keep our largest investment for many years so why not our cars. This panel had a great discussion on the pros of helping your…
025: Disaster Planning and Preparedness
Jul 26, 2017 • 40 min
Are you prepared for a disaster? Business interrupters come in many forms. Natural, environment, death of owner, spouse or partner, surgery, accident, illness or even loss of a key employee. This Academy lesson discusses: why you should plan, do you need…
019: Where Will We Find Our Future Automotive Instructors?
Jul 24, 2017 • 54 min
Where Will We Find Our Future Automotive Instructors? This all-star panel tackled this problem head on. Where will the experience at the educator level come from when you need certain certifications. Will working technicians consider this as a career move…
024: Quality Controls – Why it Matters for Retention & Reputation
Jul 19, 2017 • 48 min
Why Great Quality Controls Matters for Customer Retention and Shop Reputation. A top lesson from three aftermarket colleagues who understand the value and need for a great quality control process. They leave no doubt why you need to adopt and improve your…
018: ASA Connected CARS Detroit May 2017
Jul 19, 2017 • 42 min
What is Your Knowledge Quotient on the Connected Car? ASA held an important industry event in May 2017 in Detroit, Michigan. Is was the ASA Connected CARS program. Presentations from Delphi, ETI, GM, Mahle, and Bosch highlighted the event as the future of…
017: What Happens When The Phone Rings
Jul 16, 2017 • 52 min
What Happens When The Phone Rings? Are you prepared with a clear mind and a clear and confident message? A big moment of truth with your customers is that interaction with the phone call. Set yourself up to make a strong impact with every phone call.…
023: Social Media – How To Strategies
Jul 12, 2017 • 55 min
This Academy Panel says Social Media is the Most Important Marketing Tools at your Disposal. Carrie-Lynn Rodenberg, Greg Buckley and Ron Haugen discuss their views on the power of social media. They talk about the value of posting, how they do it, the…
016: Lean Processes – Relentlessly Work On Eliminating Waste
Jul 6, 2017 • 46 min
A commitment to Lean Process Improvement will yield a better customer experience. Lean processes minimize technician activity outside of their work bay, creates uniformity in all communication pieces between service writers and technicians, can benefit…
015: How to Improve Employee Loyalty
Jul 6, 2017 • 48 min
How to Improve Employee Loyalty and create engaged team members. Listen to Ryan Clo, Dwayne Myers and Jude Larson talk about the power of gratitude, the importance of sharing your vision, creating a powerful work environment, the value of training for…
014: Customer Retention Strategies
Jul 6, 2017 • 51 min
Do you have a customer avatar, a profile of your ideal customer? Listen to this great lesson on customer retention and marketing from Gene Morrill, Ron Haugen and Maylan Newton as they bring to the forefront, customer marketing budgets and a yearlong…
013: Expense Control – Best Practices
Jun 28, 2017 • 41 min
Expense Control and Other Money Saving Ideas. This Town Hall Academy hits on budgets, expense control being a team effort, expense leakage, delegating certain tasks, When an expense is not an expense and developing relationships in the community among…
012: What Keeps You Up at Night?
Jun 28, 2017 • 49 min
What Keeps You Up At Night? Is a metaphor on what we are concerned with as the world changes at unprecedented speeds. You need to get out ahead of change and set the vision for your company. Paying attention to every business opportunity and challenge…
011: Your Website – Tactics To Improve
Jun 28, 2017 • 52 min
Your Website – Tactics to improve Traffic and other Tech Talk as discussed by two industry experts, Danny Sanchez from Auto Shop Solutions and Todd Westerlund, CEO of Kukui. Along with shop owners Ryan Clo from Dubwerx in Cincinnati, OH and Doug Grills…
010: Car Care Clinics For Women
Jun 28, 2017 • 37 min
Car Care Clinics for Women: Why do them and What is the Benefit to the Shop? Learn from aftermarket professionals that understand the women customer and have held successful women events. Get the Why, Who, What, When and How to run a successful Women’s…
009: ASE Value Proposition -Consumer -Shop Owner -Technician
Jun 17, 2017 • 48 min
Do the consumers, technicians and shop owners appreciate the value ASE brings to the aftermarket? This Academy forum takes on this question. Join ASE’s Trish Serratore and shop owners Amy Mattinat and Eric Carlson in an important discussion on the value…
008: Concierge Service – The Next Frontier
Jun 17, 2017 • 47 min
Is Your Customer Service Exceptional? Need to Lead in Your Market? The Academy panel discusses a commitment to customer service that must start from a quality business culture or code of conduct. Learn about certain tactics that will make your shop stand…
006: Managing a Negative On-Line Review
Jun 17, 2017 • 53 min
These industry colleagues agree to never ignore and learn from a bad review. Bad reviews do happen and these are great learning moments for the entire company. Every segment of the company is under scrutiny with a bad review. From business culture, your…
005: Must Attend Training Conferences
Jun 17, 2017 • 46 min
Having a strong training culture is an important discussion point in this Town Hall Academy. There are many choices for aftermarket technical training. Technicians need to schedule a minimum one major event a year. Our panel of experts touch on the need…
004: Preparing Your Business For Sale
Jun 12, 2017 • 52 min
Preparing Your Business For Sale brings real world experience from a shop owner that just sold his business, one that is starting his succession plan and a business coach and consultant to bring the objective and metrics to this discussion. Join Gary…
003: Top Qualities of a Service Adviser
Jun 12, 2017 • 45 min
The service adviser has an important role in the automotive service industry. Listen to a discussion with Ron Haugen from Westside Auto Pros in Des Moines Iowa and John Epstein from John’s Automotive Care in San Diego, CA. Why should advisers understand…
002: Resolutions
Jun 12, 2017 • 47 min
Resolutions are set at the beginning of the year and broken within weeks. This discussion from your industry peers shows how to create and hold on to your resolutions/goals and make things happen. Join Barry Barrett Director of Training at RLO, Bill Nalu…
001: How to Improve Customer Loyalty
Jun 12, 2017 • 44 min
All business strives to build customer Loyalty. In this episode we talk with Jody DeVere, CEO of Ask Patty, shop owner Greg Skolnik from Motor Works in Rockville, MD and John Eppstein owner of John’s Automotive Care in San Diego, CA. Jody, Greg and John…