Remarkable Results Radio Podcast

Thanks to our Partners, NAPA TRACS, and Today's Class Explore the concept of “active delivery” in automotive customer service, an intentional and consistent approach to communication that spans the entire customer journey, from the initial contact to the final vehicle handoff. The discussion highlights how thoughtful interactions can create a powerful and lasting impression, especially in the closing moments. Discover how clear communication, genuine rapport-building, and proactive expectation setting help cultivate trust and long-term loyalty. More than just completing a transaction, active delivery is positioned as a key driver of customer satisfaction, repeat business, and word-of-mouth referrals, making it essential for shops focused on sustainable success. Carlo Sabucco, Sil’s Complete Auto Care Centre, Ontario, Carlo’s previous episodes HERE. Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE Show Notes: Watch Full Video Episode Introduction (00:00:00) The Importance of Active Delivery (00:02:31) Setting Relationship Expectations from the Start (00:04:10) Systematizing Customer Interactions (00:07:14) Building Rapport and Mirroring Customers (00:09:18) Consistency Across All Touchpoints (00:12:47) Managing Digital and In-Person Experiences (00:22:34) Using Tools to Support Consistency (00:25:25) Adding Human Touch to Digital Interactions (00:26:58) Explaining Value and Quality Control (00:28:07) Never End on the Dollar Amount (00:32:23) Training New Staff in Active Delivery (00:33:29) Evaluating and Developing Staff (00:35:05) Differentiating Your Shop & Consistent Messaging (00:36:50) Love, Grace, and Emotional...

Thanks to our partner PromotiveIn this final episode of our Benchmark Report series, Hunt Demarest, CPA with Paar Melis and Associates, uncovers what truly separates the top shops from the rest—productivity, profit margins, and owner involvement.Key takeaways:Top-performing shops average 55%+ productivity, while bottom-tier shops hover around 41%.That 15-point gap translates to $13,000 more sales per technician and $12,000 more sales per bay monthly.Top shops also average $800 per repair order, compared to $575 for the bottom tier.Their labor gross profit margin is roughly 70% vs. 50% for lower performers.Productivity isn’t just tech speed—it’s team, processes, bay usage, and daily consistency.Download your free 2024 Automotive Industry Benchmark Report: https://info.paarmelis.com/2024-automotive-industry-benchmark-report2025 Benchmark Report Part 1: Biggest Changes, Key KPI's and Trends [E175]: https://huntdemarest.captivate.fm/episode/2025-benchmark-report-biggest-changes-key-kpis-and-trends-e1752025 Benchmark Report Part 2 [E176]: https://huntdemarest.captivate.fm/episode/2025-benchmark-part-2-e176Thanks to our partner PromotiveIt’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.Paar Melis and Associates – Accountants Specializing in Automotive RepairVisit us Online: www.paarmelis.comEmail Hunt: podcast@paarmelis.comText Paar Melis @ 301-307-5413Download a Copy of My Books Here:Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest 

Thanks to our Partners, App Fueled and Shop BossWhen car count dips and phones go quiet, the first call most shop owners make is to their marketing company. But what if the issue isn’t the marketing at all?In this episode, I sit down with Stan Stokes, creator of GuestX, to talk about a problem every shop owner faces but most misunderstand figuring out why leads aren’t turning into customers. Stan’s been deep in the world of marketing and operations for nearly two decades, and he’s built a tool that shines a light on what’s really happening between the phone ringing and a car showing up in your bay.We’ll dig into topics like lead quality vs. lead conversion, how your service advisors might be unknowingly costing you business, the difference between perceived and actual appointments, and why the phrase “price shopper” might be more excuse than reality.This episode isn’t about assigning blame. It’s about owning your process, getting real insight, and making the moves that will fill your bays with the right cars and the right customers.Thanks to our Partners, App Fueled and Shop BossThis episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you.  Want to revolutionize your marketing? AppFueled does it all—email, text, app notifications, and even call center integration. Stop guessing and start connecting with AppFueled.comLagniappe (Books, Links, Other Podcasts, etc)Guestx.com Show Notes with TimestampsIntroduction and Sponsor Acknowledgements (00:00:01) Brian introduces the podcast, guest Stan Stokes, and thanks the sponsors.Stan’s Marketing Background and Industry Evolution (00:02:12) Stan shares his marketing experience, the shift from traditional to digital, and the importance of operationalizing data.Marketing vs. Operations: Who’s Responsible for Slowdowns? (00:04:19) Discussion about the misconception that marketing is always to blame when business slows down.Defining Leads and Conversion Rates (00:08:21) Stan explains the need to redefine "lead," discusses lead-to-customer conversion rates, and the importance of classifying calls.Consumer Behavior and the Myth of Price Shoppers (00:16:42) Explores why callers ask about price, the reality of “price shoppers,” and how service advisors should handle these calls.Common Service Advisor Mistakes on Calls (00:20:02) Analysis of patterns and mistakes service advisors make that cause shops to lose opportunities.Traits of Top Performing Service Advisors (00:27:24) Discussion on inherent and learned traits, comfort with conflict, and what motivates high performers.Right Person, Right Seat: Importance of Fit (00:37:24) The necessity of having the right people in the right roles and taking action when someone is a poor fit.Measuring and Improving Performance with Guest X (00:40:36) How Guest X helps shop owners measure booking rates, arrival rates, and process compliance.Daily Notifications and Actionable Insights (00:45:09) Description of the daily report Guest X sends, enabling proactive follow-up and process improvement.Perceived vs. Actual Appointments (00:48:25) The difference between real and “perceived” appointments, and why clear commitments matter.Controlling the Conversation and Listening Skills...

Thanks to our Partners, NAPA Auto Care and NAPA TRACS This episode dives into the real challenges of scaling an automotive business. Shiju Thomas unpacks what it takes to grow successfully, especially beyond two locations, including stepping out of daily operations and focusing on leadership development, building a strong management team, and sustaining a consistent, positive culture. He emphasizes that growth should be driven by a desire to develop people, not just profits. It’s a must-listen for shop owners reflecting on why they want to grow and how to do it with purpose, clarity, and long term success in mind. Show Notes Watch Full Video Episode Introduction (00:00:00) Shop Branding Philosophy (00:01:09) Challenges of Scaling and Maintaining High Standards (00:03:23) Leadership Development and Delegation (00:04:39) Letting Managers Take Ownership (00:06:45) The Critical Role of People and Culture (00:07:53) Defining and Evolving Company Culture (00:09:48) Merging Cultures in Acquisitions (00:11:23) Choosing Not to Scale: Lifestyle Choices (00:15:45) Motivations for Growth and Professional Development (00:16:33) The “Why” Behind Shop Ownership (00:18:50) Altruistic Motivations Among Multi-Shop Owners (00:20:26) Branding and Reputation Management (00:22:05) Always Be Recruiting (ABR) (00:24:26) Balancing Owner Presence Across Multiple Shops (00:27:03) Lessons from Opening Additional Stores (00:29:09) Scaling Requires a Team, Not Lone Wolves (00:30:54) Are You Ready to Scale? Key Questions (00:31:52) Financial Readiness and Managerial KPIs (00:32:41) Developing Hungry, Humble, and Capable Managers (00:35:37) Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care 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/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn:

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-BoundWatch Full Video EpisodeI want to discuss the benefits of the recent camping trip my wife I and enjoyed in Northern Michigan.As our listeners well understand - we talk a lot about getting outside our comfort zones on this podcast - and while that is usually in the context of practicing our communication skills -Today - the topic is more about stepping AWAY… Part Deux:Immerse:In my reading I learned about a term called the “Three Day Effect” when reading Michael Easter’s - The Comfort Crisis.  The idea refers to the benefits of spending at minimum - three days immersed in nature to reboot.Goal 1 is important to achieve and goal 2 Immerse ourselves in nature were rooted in this quest to experience the “Three Day Effect’ ourselves.In short - we’ve  done our research and learned that South Manitou Island is a really great spot to do all those things - but still have some access to basic needs if we require it.  With the exception of food - there is potable water and a bathroom available on the island near the ranger station. Betsy and I hiked about a mile to the Bay area campgrounds, selected an amazing site where the forest meets the beach - and adjacent to one of the usable firepits.The temps were cool.  Low 60’s High. the low 50’s overnight.Our tent setup was great - our food container tight (to prevent chipmunks a.k.a. micro-bears) and our first day explorations were inspiring-  well over 10 miles of hiking - views were a bit limited from haze produced by the Canadian wildfires - but the air quality was good - so we were pleased and just marveled at the views we were treated to.  The island is visible from the mainland, but the views of the dunes are uniquely awesome when you are standing on them looking in on the island.  I could mention the waist high poison Ivy - the mosquitoes - and the Rather funny, but what I loved the most - was the challenge it was to find good down-and-dead wood for a fire.  I had only a Leatherman with a small saw.We didn’t need a fire - as we carried a small stove and fuel - but we had resolved to go swimming in the lake… and that water, my friends… is cold.  We wanted some ‘heat’ insurance.Day one - we decided against swimming - as we just didn’t anticipate how difficult it was to make a decent fire.Day two - it was cloudy and cool - but not as much haze.  We put less pressure on ourselves for exploration but easily hiked over 8 miles - and this time found some really great branches for a fire that would last.  The last part of our hike consisted of carrying armfulls of branches and logs.I mention this because this is when I really felt my mind stop tracking on ‘other’ things.  A simple - old as time task - like finding firewood on a remote island was … rewarding.The reward was mostly manifest in the return of our resolve to plunge into the lake water.The water temp is cold-plunge ready at this time of the year - low to mid 50’s (F)That’s pretty cold on a breezy, cloudy day with the air temps in the low 60s…But in we went!I’ll be clear - we did NOT stay in the water long.  Nonetheless - as we walked back to the campsite a few hundred feet away, we did not feel cold.  Just… really refreshed.  The air we had thought cold before - was no longer.To keep a long story short - I’ll say that we enjoyed a great fire that night… but noted our food would run out if the weather became too rough overnight.We had been told by the ranger on our arrival to return to the ferry dock early on our last day

Thanks to our Partners, NAPA TRACS, and Today's Class Recorded at the NAPA NOW Event, this episode explores the "Slow Down, Move Over" (SDMO) initiative, a vital traffic safety campaign focused on protecting roadside workers, emergency responders, and stranded drivers. It highlights the dangers these individuals face, including staggering statistics on injuries and fatalities. The conversation underscores the importance of driver awareness, professional training for tow truck operators, and the use of technology like Safety Cloud, which warns motorists of roadside hazards. Real-life stories add emotional weight, while fundraising efforts support awareness and aid impacted families. The message is clear: slowing down and moving over saves lives. Lauren Briggs, Sales & Marketing Director. NAPA Auto Care Ryan Ouellette, Strategic Account Manager, AAA Kristi and Donnie Hudson, Troy Auto Care, Troy, MI. Kristi and Donnie’s previous episodes HERE Dawn Ray, Manager, Automotive Preferred Supplier Programs, AAA Show Notes: Watch Full Video Episode Introduction (00:00:00) Overview of SDMO Laws (00:03:52) Training and Safety for Roadside Workers (00:07:08) Roadside Fatalities and Prevention (00:12:28) NAPA’s Involvement and Industry Support (00:13:41) Fundraising and T-Shirt Campaign (00:15:04) Safety Cloud Technology Integration (00:19:36) Need for More Roadside Signage (00:21:30) Expanding Awareness & Shop Involvement (00:23:01) Communication and Stop-and-Block Practice (00:23:40) Personal Impact and Survivor Stories (00:27:44) Customer Education and Roadside Safety (00:30:01) Care, Custody, and Control Protocol (00:31:15) Call to Action & Final Thoughts (00:33:01) Thanks to our...

Thanks to our partner PromotiveIn this second part of our 2025 Benchmark series, Hunt Demarest, CPA, with Paar Melis and Associates, breaks down performance trends by region, shop size, and shop type, using real-world data from auto repair businesses across the U.S.Key points:Regional profit trends with the West leading and the Southeast laggingWhy higher productivity—not labor rate—drives better profitsHow overhead impacts small versus large shopsShop type breakdown: general repair, diesel, and EuropeanHow to use benchmarks effectively without overanalyzingDownload your free 2024 Automotive Industry Benchmark Report: https://info.paarmelis.com/2024-automotive-industry-benchmark-report2025 Benchmark Report Part 1: Biggest Changes, Key KPI's and Trends [E175]: https://huntdemarest.captivate.fm/episode/2025-benchmark-report-biggest-changes-key-kpis-and-trends-e175Thanks to our partner PromotiveIt’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.Paar Melis and Associates – Accountants Specializing in Automotive RepairVisit us Online: www.paarmelis.comEmail Hunt: podcast@paarmelis.comText Paar Melis @ 301-307-5413Download a Copy of My Books Here:Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/

If you’ve ever felt like your Google Ads were rockin’ one month and dead the next, you’re not crazy, and you’re not alone. In this episode, I’m joined by two of my favorite people, our COO, Hallie Wasinger, and lead CSM, Danni Marks, as we unpack the wild ride that is Google Ads.This isn’t a blame game or finger-pointing session. It’s an honest, behind-the-scenes look at what happens when ad performance drops, whether it's caused by us making strategic changes or Google flipping switches behind the curtain. From the algorithm updates that wrecked March 2024 to the subtle behavioral shifts we’re seeing now in 2025, we cover it all.You’ll hear why turning off your ads when things get tough might be the worst move, how Local Services Ads (LSA) are stepping in to fill the gap, and why online scheduling isn’t just convenient, it’s essential. We’ll even dig into how your website content and your service advisors' phone skills could be the hidden heroes or villains in your marketing success.Thank you to our friends at RepairPal for this episode. RepairPal will introduce your shop to new customers through repairpal.com, the largest site for auto repair. Learn more at RepairPal.com/shops.Are you ready to convert clients to members? App Fueled specializes in creating custom apps tailored specifically for auto repair businesses. Build client loyalty. Get started today with your own customer loyalty app. Visit Appfueled.comLagniappe (Books, Links, Other Podcasts, etc)GOOGLE LOCAL SERVICES ADSGoogle’s Local Service Ads – Everything You Need To Know - BlogGoogle’s New Local Service Ads: What Auto Repair Shops Need to KnowHaving Patience With Google Ads With Hallie WasingerPatience is Key With New Google Ads - BlogShow Notes with TimestampsIntroduction and Setting the Stage (00:00:01) Hosts introduce themselves, the topic (Google Ads roller coaster), and thank sponsors.The Reality of Google Ads Management (00:01:17) Discussion on misconceptions about Google Ads being "on/off" and the need for ongoing optimization.Client Feedback and Trusting the Process (00:03:06) Importance of client feedback, knee-jerk reactions, and trusting expert teams during ad fluctuations.Addressing Industry Concerns and Performance Drops (00:04:01) Responding to industry chatter about ad performance drops and explaining the episode’s educational intent.Impact of Large-Scale Changes in Google Ads (00:05:15) How significant campaign changes trigger the learning phase and temporarily impact performance.Client Involvement and Its Effects (00:06:22) Challenges when clients request frequent changes and the need for education and boundaries.Troubleshooting Declining Results (00:08:04) Example of troubleshooting an underperforming account and the impact of repeated budget cuts.Google-Initiated Changes: The Great Ads Exodus (00:09:30)

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Recorded at the Institute Summit 2025, this episode features brothers Jason and Patrick Brennan in a powerful conversation on leadership, innovation, and growth in the automotive industry. Jason emphasizes redefining training through real-world rehearsal practice for service advisors and technicians, and using “education” language to promote a culture of ongoing development. Patrick brings his marketing expertise to the table, stressing the importance of reputation management and direct response strategies for businesses. Together, they explore how strong leadership, peer networking, and a healthy company culture attract talent and fuel long-term success. Jason Brennan, Fine Tune Auto Service, Lansing, IL and Hobart, IN. Show Notes Watch Full Video Episode The Institute of Automotive Business Excellence: https://www.wearetheinstitute.com/ Introduction (00:00:00) Transition from Plumbing to Automotive (00:02:05) Customer Service and Service Advisor Training (00:03:01) Training vs. Education in the Industry (00:05:15) Reputation Management (00:07:58) Daily Training and Rehearsal Practices (00:09:28) Improvements from Training and Peer Critique (00:12:17) Team Building and Individual Improvement (00:14:08) Teaching as Mastery and Knowledge Sharing (00:22:12) Defining Success and Perseverance (00:23:08) Peer Review and Networking Groups (00:25:16) Innovation and Customization in Business (00:29:36) Attracting and Hiring Smart People (00:30:05) Marketing Strategies for Shops (00:31:42) Organic Social Media and Community Building (00:33:32) Work-Life Balance and Turning Points (00:34:10) Joining Peer Groups and Business Turnaround (00:35:36) Leadership Development and Delegation (00:37:07) J Closing Reflections and Family Involvement (00:38:05) Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care 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/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976...

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-BoundWatch Full Video EpisodeIn our episode today…I want to discuss the benefits of the recent camping trip my wife and I enjoyed in Northern Michigan.As our listeners well understand - we talk a lot about getting outside our comfort zones on this podcast - and while that is usually in the context of practicing our communication skills, today, the topic is more about stepping AWAY… Specifically from people, electronics, and modern comforts or modes of transportation, and instead highlight the benefits of immersing yourself in nature and rebooting your mind.My wife, Betsy, and I did our stepping away together by stepping onto a ferryboat and taking a nearly 2-hour trip West into Lake Michigan.  We traveled from Fishtown in Leland (tip of the pinky on the Michigan map) and docked at South Manitou Island, where we would hike and camp with only the things we carried.South Manitou is a 10-mile circumference, barely inhabited island in the Sleeping Bear National Lakeshore.  Its pristine fresh water is as blue as the Caribbean, just not as warm!If our adventure intrigues you, you’ll enjoy this episode, as I hope to challenge and encourage you to seek out a similar type of adventure, as well as learn why I think this topic merits greater emphasis in our modern lives, now more than ever.Today’s WOTD is: GarrulousGAIR-uh-lusadjectiveContaining many and often too many words.Talkative.  Verbosity.“He delivered a rather garrulous speech.”Some Context:This camping trip has been on the calendar for me and my wife most of the year.Our anniversary gift(s) to ourselves has involved a mix of ordering camping gear online -to frequent trips to REI.What’s important to note is that I have virtually no real experience ‘camping’ or ‘backpacking.’Sure, I am into rucking as a fitness regime, and that builds strength to carry heavy loads long distances - hiking and backpacking involve practical gear, and as light a load as you can possibly make to bring what you need to survive.Our goals were threefold.  1.) Unplug and disconnect from devices, noise, and distraction2.) Immerse ourselves in nature3.) Reboot and return refreshed - with the “Three Day Effect” (which we’ll explain)My hope was that this will improve for my wife and I both, our creative minds, our ability to focus and solve problems, and in general become more adept with backpacking and camping to take longer adventures together!UNPLUG:On the goal of disconnecting:Listen. I’ve felt like stepping away from constant connection for a while now.I’ve done something of an Irish Goodbye with Facebook.  That is, I never said anything, I just sort of left it.  There are so many reasons, many of which our Speak Up listeners are familiar with. Despite benefiting from a social media presence in my career, I am no fan of social media.I could tell you more about alarming statistics of wasted human time (i.e. that the equivalent of 200,000 entire human lifetimes are spent endlessly scrolling social media)I could talk about how companies like Meta are harvesting every piece of data they can about you to manipulate you to a.) spend more time on their ecosystem and b.) spend money with their advertisers.I could tell you I’m sick of being distracted…But the real catalyst for me was regarding some exchanges I observed among even respected friends.  Public disputes were becoming more common - toxic groupthink was becoming more normalized - and antithetical points...