The Power of Financing: A Growth Tool for Auto Repair Shops [RR 1108]
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About this episode
Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode What happens when a customer needs a $2,000 repair but doesn’t…
Key takeaways
- —The average first purchase on a NAPA credit card is $1,907, with repeat purchases averaging $822.
- —Shops should actively offer financing options to customers, as many may not realize they need it.
- —NAPA credit card holders can benefit from monthly rebates, making it advantageous for both customers and shops.
- —Service advisors can earn rewards for presenting financing options to customers, incentivizing them to engage in financial discussions.
- —Only 6,000 out of 18,000 NAPA Autocare centers currently utilize the NAPA credit card program, indicating a significant opportunity for growth.
Frequently asked
- What is the average first purchase amount when using the NAPA credit card?
- The average first purchase on a NAPA credit card is $1,907, which highlights the potential for significant transactions.
- How can service advisors benefit from presenting financing options?
- Service advisors can earn a $5 SPIFF for each financing application they present, whether approved or declined, encouraging them to engage customers in financial discussions.
- What percentage of financing applications are typically approved?
- Between 70 and 80% of financing applications submitted through the NAPA credit card program are approved, providing a strong chance for customers to secure financing.
▸Full transcript
This is the Automotive Repair Podcast Network. Hey everybody, Carm Capriato, Remarkable Results Radio. So glad to have you there. Hey, I got a favor for you. YouTube, our YouTube channel, @CarmCapriato YouTube channel. Get in there, say hi, subscribe. All the episodes end up also being on YouTube besides your favorite podcast listening app. And thank you all to all the great people we have had on over all the years that really helped advance the industry and have highlighted a level of professionalism, which I'm working so hard to continue to bring to the industry.
We're going to talk today about credit cards. Oh, how boring, Carm. I hate finances. No, no, no, no, no. If you know how much your revenue that goes through your businesses on credit cards, I think you'll hang around and listen. Thank you so much to NAPA Autocare and NAPA Trax for sponsoring our episode today. Hey, when customers choose a NAPA Autocare Center, they get more than a repair.
They get trust, savings, and peace of mind. Want your shop to stand out? Connect with your local NAPA representative and get the conversation started to become a NAPA Auto Care Center. Hey, let's face it, your shop management system is the most critical tool in your shop, and NapaTracs will move your shop into the SMS fast lane with on-site training, 6 days a week support, and local representation.
Find NapaTracs on the web at napatracs.com. Hey, welcome back. One really quick thing is our own listening app, arpn.app, the Automotive Repair Podcast Network app. It's the coolest in the world. You're going to like this. Love this, actually. We're actually working to make some great improvements to it. Save favorites, create your own playlists and all that really fun stuff. Hey, guess who's with me today?
Assistant Vice President and Relationship Manager on the automotive side of Synchrony, Quan Stokes, is with me. Quan, I have seen you at NAPA conferences and we've never really spent any time And I started to think a while back, I've got a Synchrony card in my wallet for some shops that I go to and that my wife goes to. And I say, oh my God, I gotta get Kwan on to talk about the credit cards that we have and all that are available inside the industry.
And again, as I see at the NAPA conferences, and of course the NAPA credit card is with Synchrony with your company and you're their representative. So I just want this to sink into the industry is what's the average first purchase on a card? And I know you told me this number and I was kind of blown away by it. So interesting you asked that question.
The average first purchase is $1,907. I am just flabbergasted. I mean, that's a sick car. That is a sick car. I would've totally agreed. That stat is actually all NAPA Autocare Centers across the country that we look at that utilize the card, and that is an average of only NAPA Autocare Centers. When a person applies for this card, what do they get approved at?
What's the level? The level of this card, a customer can simply apply by going onto, let's say, an Auto Care Center's website. They can click a link. Once they click that link, they can process their application on their own mobile device, or they can go into an Auto Care Center and they can scan a QR code at the front counter and process their own application using their mobile device.
Now, the question is, how much will someone get approved? Well, we typically approve up to $5,000 for someone to utilize the same day. What's the attraction to have a vanity card in your wallet? And I understand why my wife has a Synchrony card, for example, all the companies that are under the TJ Maxx umbrella. Okay. As an example, and I do believe that's Synchrony, and of course they're always tempting you to spend more, buy more, get incentives and all that stuff.
Does that happen a lot in automotive? Absolutely. So we call it cross-functional, cross-functional usage. So for example, if you were to go, Carm, into a NAPA Autocare Center and utilize your NAPA credit card, and then you said, you know what, I just so happen to, and I'll use this as an example, I'm gonna go to Discount Tire and I want to use my NAPA credit card through Synchrony.
Being that the utility says Synchrony Car Care on the card, you'll be able to take that same card and go over to Discount Tire and use that card because it has the same utility under the same network. However, Carm, here is a different caveat. So NAPA credit card you use at a NAPA Auto Care Center. NAPA has, let's say, a rebate. You spend a certain dollar amount and we give you a rebate.
Well, here's the catch. If you take that same card and go over to Discount Tire and Discount Tire has a rebate, you could not use that card over at Discount Tire to get a Discount Tire rebate. Yeah, it does make sense. Even though it's a Synchrony card and you could use it there, that is attached only to the NAPA brand and the NAPA program.
Bingo. Bingo. I won. I never won at bingo. Thank you. $1,907. When they come back for the second time, what are they spending? So typically when they come back for the second time, the repeat purchase is about $822. I love them average repair order numbers. I really do. Yeah. Average repair. The average credit line is about $1,915. We have a credit problem in our country.
I mean, I guess what I'm curious about is it's great to have the vanity credit card. I love the fact that my business name would be on that when they open their wallet and they're searching for the card, their vanity card to use. They're constantly reminded that I am their shop and it's there. Is credit in the US difficult to get today?
I mean, are we maxed out on cards everywhere? No, we're not maxed out on cards. Here's the thing. A lot of shops, the mindset is, I'm not going to ask my customer if they need credit because they didn't say they needed credit. Well, typically I try to train shops like this, regardless if someone asks for credit or not, it's your job to offer it to the consumer and allow the consumer to tell you whether they need it or they don't need it, but they just want it.
Now, here is the great part about that card. The great part about it is if when they get that card, they have the ability to continue to come back to your shop. And spend every time they have an automotive need. So it behooves you to use the program so that you will have those repeat customers coming back, utilizing the program and making purchases within your shop.
Thank you. I think you just broke the code for me because here it is, is if I'm an auto care center and I want to really get this vanity card out amongst all of my clients, I want them to have my card in their wallet. And an individual comes in and I've got this, you know, $1,200 ticket that they're gonna work with.
And even from the maybe minute 1 when they walk in or minute 5, we never stop to think how they're gonna pay for this. We just know that probably 90% or more of every transaction is done on a credit card. It's done. It's done. Doesn't matter what comes outta the wallet. There's going to be some method of plastic used. And if we want that vanity-ness brought into my trusted customer base, I need to ask.
I basically just need to say, I don't know if you've got our credit card in your wallet, and I know you always pay with credit card, but you should be using ours. To me, that's the opening line. Instead of saying anything at the end, get the transaction going in the early part of the transaction. And it's funny that you say that because typically a lot of shops, they don't think like that and they don't think, hey, the NAPA credit card has a rebate.
So for example, if one of my customers spends $750, let's say the NAPA credit card could be offering a $100 rebate. Well, wouldn't I want to give my customer that benefit? If they spent $750 and there's a rebate that's attached to it, well, how can that rebate be attached? That's simply by having the information on my website. So for example, if you have a financing tab on your website and you click the NAPA credit card link to apply and you're approved and there's a rebate that's attached, that customer can simply see that rebate on your website.
They can click and download the rebate certificate, that the form, and submit that over to Synchrony. And what Synchrony will do is provide that $100 rebate or that $50 rebate or that $75 rebate. They'll send that back to you because you made a purchase during a rebate period. That's another benefit to the customer. Yeah. And I don't know how often those happen, but If I knew as a shop owner, as a service advisor, that this was going on and I wanted to have that tight connection of my card in their wallet, I'd be talking to every client about that.
Hey, you've got that card. Don't forget we've got a rebate. Or, hey, wait a minute, there's a rebate. You need to get our card. And I'd be having QR code postcards made. I'd be putting 'em in, in your pocket, in your wallet. Do that later. You're dropping off the car here. Go do this. Yep. And I like what you said. You don't know how often we have rebates.
Well, Carm, just so that you know, I've been with this program over 5 years. There is a rebate every month. Mic drop. Every month we have a rebate with this program. So you'd be crazy not to tell either the client who's going to use that card. They've been coming to you for 5 years and you know that they have that in their wallet.
He says, hey, don't forget, we got a rebate. You use your card instead of a Visa, MasterCard, and they take out that Napa Synchrony card for my car shop. OMG. To me, there's a relationship there that ends up becoming, if you will, maybe a, a 3-pronged relationship side where, you know, I love the owner, I love the service advisor. You guys do great work.
And I got your card. Hey, Karen, I wanna give you another added benefit. This benefit I'm getting ready to drop is for those Napa Gold members. Napa Gold members, they pay a 1% less discount when using the card. So if the merchant fee for 6 months is 3.19%, As a NAPA Gold dealer, you're not paying 3.19% card, you're paying 2.19% as a NAPA Gold dealer.
You had told me about that in our discovery call, and I found that to be such an attractive benefit for Gold members. And then I started to think about the fees. Would this Synchrony card be higher than what I would pay on a normal Master or Visa? Not at all. It's very comparable to what you're paying a MasterCard or Visa. So those costs, and again, I live in New York State and I don't know what's going on in the rest of the world when it comes to eating at a restaurant and how now they're showing me that it costs more or costs less if I take cash outta my wallet.
And I don't know anybody who carries cash in their wallet anymore. And so if that's the case and you're making me feel bad that if I had cash, I would've eaten for less. I think that's embarrassing. I don't like it. And if 90% of the restaurant's business— think about what I just said about our business— is credit card, why stuff cash in front of my face when you know I don't have it?
Yeah, a lot. Anyway, that was just a side issue that I have, which means that our credit card fees, whatever percent of sales that they are, We gotta bake 'em into all of our costs. I always say this, a lot of shops will say, you know, oh, the merchant fee is a little too much. Well, guess what you do? You just change your shop costs.
You change some of your shop costs to blend in some of those fees at some point. I loved your word blend in. I mean, that's so important. It could be in the labor rate, it could be in the margin of your parts. You know, you just go up another margin in your matrix on your parts and you're covering a huge cost that you have in credit.
And it's basically the cost of doing business. That merchant fee is the cost of doing business. And I always ask this question, do you want a customer to walk out of your shop and go to another shop where they're offering financing, then they get the work done there? Or would you want to be that autocare center that offers financing and gets that customer back on the road and moving forward with their vehicle.
Hey, think about your customer's journey. How do they find you, trust you, and continue to come back? With the NAPA Autocare program, you can deliver that positive experience every step of the way. It starts with visibility. Customers can find your shop through the NAPA Online Locator at no cost to you. And thanks to fully integrated national marketing campaigns, NAPA Autocare shops are showcased as part of America's largest network of parts and care.
Whether they're driving by to see your co-branded NAPA Autocare sign or they hear about you through national advertising, the NAPA name, trusted by over 95% of the motoring public, builds instant confidence. Inside your shop, that trust grows using Digital Vehicle Inspection and NAPA Service Assistant. You can clearly show customers what's wrong with their vehicle through pictures and videos. SmartSign creates an engaging waiting experience while exclusive consumer offers help save them on services.
And when your shop becomes Gold Certified, customers know they'll receive a consistent top-level experience every time. Customers also gain peace of mind knowing your technicians are ASE certified, trained by NAPA AutoTech, and backed by the NAPA Autocare Nationwide Peace of Mind Warranty. For an unexpected repair expense, the NAPA Credit Card helps them get back on the road. And when the repair is complete, their satisfaction is captured through the NAPA CSI survey, turning great service into long-term loyalty.
Hey, you wanna create this customer journey? Only one way, connect with your local NAPA representative and get started. Hey, when customers choose a NAPA Autocare Center, they get more than a repair, they get trust, savings, and peace of mind. Want your shop to stand out? Connect with your local NAPA representative and get the conversation started to become a NAPA Autocare Center. Hey, let's face it, your shop management system is the single most important tool in your shop.
Period. NapaTrax has made selecting the right shop management system easy by offering the industry's best, most comprehensive SMS. Now it all starts when a local representative meets with you to learn about your business and how you need to run it. After all, it's your shop, so it's your choice, and having local representation is a huge plus. Customizing Trax to your business, whether you're a one-person shop or a large multi-bay or multi-location company, a representative consults with you to help optimize your shop's workflow, efficiency, and profitability.
Trax always has the flexibility to do business how you need to do it, which means it can also grow as your business grows. And unlike the other guys, we'll be there for you after installation with the best training and support in the business. Yes, a learning management system tailored to each role in your company. Simply put, Trax was designed and built for shop owners just like you.
Visit us on the web at napatracs.com. That's napatracs.com. Offering financing. If I took my Visa out of my pocket and paid for my $1,900 repair order that we talked about a little earlier, I'm financing no matter how it is that I want to pay back to Visa. Is the word financing on the vanity card for NAPA Autocare different? It doesn't mean anything different.
The difference is customer walks in already with a MasterCard, Visa, American Express card. That means that customer is already creditworthy and credit established. That same customer versus the auto care center saying to that same customer, hey, we have a NAPA credit card. Would you like to apply for financing today? Now, here's a catch. Let's say we take this same customer that has a MasterCard, Visa, or Discover.
As an auto care center, those are 3 cards that we assume that that customer has and that customer is going to pay with, right? Just stay with me. Let's assume that they can pay with these cards and they have them because of previous history based on your shop management system that shows they've used these cards before. How do you know that these 3 cards are not maxed out?
How do you know that these 3 cards they want to use? You don't know that. You're just assuming. So why don't you offer them the NAPA credit card and give the consumer an opportunity to make a decision based on their portfolio, meaning Allow them to say yes or no, I'd like to apply and use the NAPA credit card, or no thank you, I would like to use one of the 3 other credit cards that I have in my wallet.
But we don't give the consumer that option because we assume they're going to pay with one of those 3 credit cards. That's the whole emphasis of this episode, what you just said. And it's the word assume that I learned a long time ago. It makes an ass outta you and me because you're not putting the customer first. They need to get that option.
They need to know that you have that. And without trying to uncover the fact that they're maxed out on all 3 cards in their wallet, the work that they're coming in for is necessary, safe reliability, all that stuff. They gotta get it done in so many cases. And in this case of the NAPA Autocare card, is the strongest option that they have, but I don't know if they would've walked in knowing that they couldn't pay for this thing to start with.
I mean, my point is they could have, you know, $1,000 on this one, you know, limit left, and they may say, can you swipe this for $1,000? Can you swipe that for $500? Some customers do that. And I always teach this when I have conversations with auto care centers. If you were to go to Walmart, or any grocery store and you look when that tender, when it comes time to pay, they don't tell you, hey, Carm, you have to pay us with cash.
They don't say that. What they say is they give you all of the options that you can pay for your groceries. And you as the consumer, you choose the option you want to pay with, whether you want to pay with a gift card, Whether you wanna pay with a Visa card, whether you wanna pay with a Discover, American Express, they give you those options.
And you as a consumer, you select the option to pay for said groceries. Do we in autocare centers give our consumers the option? No, we don't give them the option. We just assume that they're going to pay us with cash. And then if they don't pay us with cash, We assume they're gonna pay us with a credit card. And if they don't pay us with cash and they can't pay us with the credit card, what do we say?
Well, let 'em walk out. Why? You have the Napa credit card program. Why not offer it to 'em? Why not give them the ability to use that card? Well, I don't want to get my customers in debt. Well, first of all, who said that the customer was in debt? That's an assumption of yours. You're so right. Don't play money games in your mind about what your customer can or cannot do because they're getting through life somehow.
And here's something else that's vitally important. The person that is having the financial conversation with that said potential customer, they should be extremely affluent in knowing how to transition into a financial conversation to get that customer to move forward with the services that they need and want. If they are not financially fluid with having that financial conversation, that should not be an individual that presents the financing options to your customers.
So there's training involved. Absolutely. How do our service advisors on our counter get that? Obviously, Synchrony must have some kind of training program. So we do have modules where service advisors can go onto our learning center. They have the ability to go on and click any videos that they like. They can learn from there. We also have something called the Ignite Rewards Program.
On our Ignite Rewards Program, we basically say, listen, for every application that you as a service advisor, you present, whether it is an approved or a declined application to a consumer, we from Synchrony, we give you a $5 SPIFF for presenting that. Now, during the Ignite Rewards program, we also have challenges where that service advisor or manager, they can go on and take— there's questions that we present.
There's little workshops, the little clips, maybe 2 to 3 minutes that we put on. And they just go on, answer some questions, update their knowledge on the Synchrony program as it relates to financing, and we give them points for that. Excellent. So if a client's in front of me and I want them to consider this QR code and get on, how do I, this service advisor, get credit in your system for getting that application in?
So it's really easy. Once the service advisor registers, Under the Ignite Rewards program, once they register, they're gonna have to put a number in the system. That number's gonna be attached to them. So now anytime that they go, for example, they log into the Business Center, which is our standalone portal. They log into the Business Center and they send that customer an application.
All they're doing is putting in their number. When they put their number in and text or email that customer that application, Guess what happens? That application is now tied to Karn. So now when Karn submits that application, we know that, hmm, that application came from Karn. He actually talked to that customer about financing. So what we're gonna do is spiff him $5 for doing that.
Got it. My idea earlier by having some pre-printed QR codes will not work in that case. If I'm at the counter, I'm on the site, I key in my number, I key in the text phone number for the customer. That's how I get registered. I got it. Exactly. What's the percentage of those that get approved? Between 70 and 80% of applications are approved on this program.
What I'm surprised is when you think about the number of NAPA Autocare centers that are out there, there, it's not even half of them that are using Synchrony. And I, it surprises me. When you told me that, I said, we gotta do an episode on this because I think we're living in a world of credit. Why not? There are 18,000 auto care centers under the NAPA program.
Out of those 18,000, only 6,000 of those are under the NAPA credit card program. So that leaves a whole nother 14,000 that are just sitting. I don't understand why, as a business tool, every shop wouldn't have it. I mean, does it cost to be in it at all except for just the cost of the transaction? The only cost is when you run a transaction.
That's it. As it relates to marketing materials, anything of that nature, It is all a part of being with the program. You don't pay one penny. Is it advised that if I'm doing any kind of social media marketing that I mention that we have really great financing options? I'm glad you asked that question. Yes, because there's options for you to add the link as well as speak to financing on Instagram, Facebook, TikTok, All of that information, it is in our marketing center.
And when the merchant, for example, when they go to our marketing repository and they type in their merchant ID number, they will have the ability to download all of that information so that they can put it onto their social media platforms when they are marketing for consumers. And it links it back to them. Bingo. I won bingo again. Bingo, man. Quan, I'll tell you, I can't wait to collect my prizes when we're done.
Listen, man, the autocare centers will collect prizes. The more they present this to their consumers, the more prizes that they will win. I can assure you at the end of the day, their revenue will increase by utilizing financing. I could assure you of that. I've yet to talk to one autocare center that says, I have used this program And my financing has not increased.
Look, I am satisfied that everything I wanted to know about credit cards, especially the NAPA credit card, I've gotten. I think I've, you've offered to us. What have I failed to ask you that you'd love to tell our audience of shop owners about being involved in, uh, financing? Listen, one thing I will say is this. If you don't have financing such as the NAPA credit card, in your portfolio, you are totally missing out.
There are some things coming up in the near future, and I really can't speak too much about them because we're in the process of launching them now. But just rest assured that the NAPA credit card program is going to be around for a long time, and there's gonna be additional benefits added to that. So for example, this is just a little teaser.
If someone applies for the NAPA credit card program, and let's just say that particular individual was not approved, what we are going to now have in the coming months is a waterfall option for that consumer to fall into. So let's say they weren't approved with the NAPA credit card. There's another option of financing that that consumer can fall into. Let's say they don't fall into that category, then there will be another option for that consumer to fall into.
So basically, at some point, financing will need to be offered because we will be able to categorize every customer that comes into your shop financially. We're in a cashless society, and if you don't have a piece of plastic that's got the ability to allow you to purchase anything, a banana or, or automotive service, you're stuck. Wow. Cool to hear that you guys are working on some really neat new stuff.
Yep, we are. We're working on a lot of new stuff and things. And one last thing is with the NAPA credit card, even at a parts location, you'll be able to take that same card to the NAPA parts locations and purchase anything in a NAPA Auto Parts store under the program. Interesting. Quan Stokes, Synchrony Assistant VP and Relationship Manager for all the automotive network cards you have.
I love this. In fact, I think this was so powerful, so succinct of an episode, and I think it really will hopefully hit some of our shop owners in the finance zone of their, of their world and realize that if they're not playing in that sandbox, you need to go in there and build a castle. Absolutely. I'm here to help you build your castle.
Reach out to me at any given time and I promise I'll do everything I can to help you in your shop. Thanks so much, Quan. You're very much welcome. Pleasure. Thanks for being on board to listen and learn from the premier automotive repair business podcast, Remarkable Results Radio. Get your episodic education on the ARPN Listing App at automotiverepairpodcastnetwork.com. Also enjoy the podcast on our Carm Capriato YouTube channel.
Carm is all for advancing the professional automotive service industry. Until next time.
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Watch Full Video Episode *]:pointer-events-auto scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" dir="auto" data-turn-id="request-WEB:8e59eec7-a235-4fa3-a072-956fea3fe478-7" data-testid="conversation-turn-4" data-scroll-anchor="false" data-turn="assistant"> *]:pointer-events-auto scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" dir="auto" data-turn-id="request-WEB:49a777bf-d263-4496-bf0b-2eb3a46ac96a-11" data-testid="conversation-turn-24" data-scroll-anchor="false" data-turn="assistant"> What does it take to work alongside someone you love, thrive through the pressures of business ownership, and ultimately build a company that can succeed without you? Amy Castro and Kit Lindsay share a story that goes far beyond the challenges of working together as a couple. It’s about communication, boundaries, complementary strengths, succession, and building a business valuable enough to eventually pass into someone else’s hands. What You’ll Learn How couples and family members can successfully work together in businessWhy complementary strengths can become a competitive advantageHow clear boundaries help separate business conversations from personal relationshipsWhy assumptions can become one of the biggest communication problemsHow Kit identified and developed an internal successorThe importance of Kit’s “3 A’s”: Attitude, Aptitude, and AmbitionWhy succession requires owners to mentor future leaders and give them room to leadHow letting go of ego becomes part of a successful transitionWhy building a business that can continue without you creates options for your future Kit operated Lindsay Transmissions for 37 years before selling it to Cody, an employee who originally joined the shop at age 16 sweeping floors. After Cody expressed interest in ownership, they created a plan to develop his business skills and prepare him for the transition. Kit ultimately carried the note, and Cody paid off the business in four years. A successful family business isn't simply about working together. It's about learning how to thrive together while building something that can eventually succeed without you. Amy and Kit show how communication, boundaries, complementary strengths, mentorship, and the willingness to let go can help turn a family business into something worth passing on. Thanks to our Partners: NAPA TRACS, Today's Class, KUKUI, and Pit Crew Loyalty NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/ Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/ Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/ You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/ Connect with the Podcast: Download and Listen on Our Mobile App: https://automotiverepairpodcastnetwork.com/app/Visit the Website:https://remarkableresults.biz/Subscribe on YouTube:https://www.youtube.com/carmcapriottoFollow on Facebook:https://www.facebook.com/RemarkableResultsRadioPodcast/Follow on LinkedIn:https://www.linkedin.com/in/carmcapriotto/Follow on Instagram:https://www.instagram.com/remarkableresultsradiopodcast/Join Our Virtual Toastmasters Club:https://remarkableresults.biz/toastmastersJoin Our Private Facebook Community:https://www.facebook.com/groups/1734687266778976Join our Insider List:https://remarkableresults.biz/insiderAll books mentioned on our podcasts:https://remarkableresults.biz/booksOur Classroom page for personal or team learning:https://remarkableresults.biz/classroomBuy Me a Coffee:https://www.buymeacoffee.com/carmSpecial episode collections:https://remarkableresults.biz/collections The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcastwith Carm Capriotto:https://remarkableresults.biz/Automotive Field Theorywith Matt Fanslow https://mattfanslow.captivate.fm/<a...
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Watch Full Video Episode What does a Performance and Accountability Team Leader actually do inside a high-performing auto repair shop? Nate McDonald of Empower Automotive gives us an inside look at a unique leadership position that connects inspections, client experience, team development, performance, and accountability. As Sales Manager, Inspection Team Lead, and Performance & Accountability Lead, Nate isn't managing from behind a desk. He's working alongside his team, performing inspections, shooting videos, checking vehicles, answering questions, coaching younger team members, and looking for opportunities to improve the process. Nate believes accountability becomes easier when you're present. Working side by side with the team creates opportunities for quick conversations, immediate coaching, and reinforcing standards before small issues become bigger ones. What You'll Learn What a Performance and Accountability Team Leader does inside an auto repair shop.Why Nate views his sales responsibility more as hospitality than traditional selling.How working "in the trenches" creates natural coaching opportunities.What Nate has learned from mentoring Gen Z team members.Why mistakes and questions are valuable opportunities for development.How Empower Automotive's daily "Take Five" aligns the entire team before the day begins.How inspections connect the back of the shop with service advisors and the client experience.Why performance numbers are openly discussed with the team.How quick one-on-one conversations reinforce standards and accountability.Why team members should have a voice in improving processes and efficiency. A Performance and Accountability Team Leader doesn't just measure performance. They help create it. Nate's role demonstrates the value of having someone close enough to the work to see what's happening, coach in the moment, reinforce expectations, listen to ideas, and keep the team connected to the purpose behind the process. It's not about waiting for the annual performance review or calling someone into the office every time something goes wrong. Sometimes leadership is a quick conversation behind a vehicle. Sometimes it's answering a question during an inspection. And sometimes it's simply being willing to work alongside your people. Performance and accountability become part of the culture when leadership is present every day. Nate McDonald, Inspection Team Lead and Performance & Accountability Lead, Empower Automotive, Traverse City, Michigan Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about 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 on-site training and six days a week of support: http://napatracs.com/ Connect with the Podcast: Download Our Mobile App:https://automotiverepairpodcastnetwork.com/app/Website:https://remarkableresults.biz/YouTube:https://www.youtube.com/carmcapriottoFacebook:https://www.facebook.com/RemarkableResultsRadioPodcast/LinkedIn:https://www.linkedin.com/in/carmcapriotto/Instagram:https://www.instagram.com/remarkableresultsradiopodcast/Join Our Virtual Toastmasters Club:https://remarkableresults.biz/toastmastersJoin Our Private Facebook Community:https://www.facebook.com/groups/1734687266778976Join our Insider List:https://remarkableresults.biz/insiderBooks Page:https://remarkableresults.biz/booksOur Classroom Page:https://remarkableresults.biz/classroomEpisode Collections:https://remarkableresults.biz/collectionsBuy Me a Coffee:https://www.buymeacoffee.com/carm The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcastwith Carm Capriotto:https://remarkableresults.biz/Automotive Field TheorywithMatt Fanslow:https://mattfanslow.captivate.fm/Business by the NumberswithHunt Demarest: https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcastwith Brian and Kim Walker: https://autorepairmarketing.captivate.fm/The Weekly Blitzwith Chris Cotton: https://chriscotton.captivate.fm/Speak Up! Effective Communicationwith Craig O'Neill: https://craigoneill.captivate.fm
How to Develop a General Manager for Your Auto Repair Shop [THA 503]
Thanks to our Partners: NAPA TRACS, Today's Class, KUKUI, and Pit Crew Loyalty Watch Full Video Episode *]:pointer-events-auto scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" dir="auto" data-turn-id="request-WEB:8e59eec7-a235-4fa3-a072-956fea3fe478-7" data-testid="conversation-turn-4" data-scroll-anchor="false" data-turn="assistant"> *]:pointer-events-auto scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" dir="auto" data-turn-id="request-WEB:49a777bf-d263-4496-bf0b-2eb3a46ac96a-11" data-testid="conversation-turn-24" data-scroll-anchor="false" data-turn="assistant"> How does a shop owner find, develop, and trust the right person to become their number two? Shawn Gilfillan, owner and CEO of Automotive Magic, and Will Barkiewicz, General Manager and Integrator, share the evolution of a leadership partnership that started when Will applied for a technician position. Shawn quickly recognized something beyond Will's technical abilities. Their values around family, trust, service, and taking care of people aligned. Will eventually moved from running the maintenance center to becoming General Manager over both locations and the Integrator Shawn had been looking for. Their story demonstrates that developing a number two isn't about finding another version of the owner. It's about finding someone with complementary strengths, then building the trust that allows both leaders to grow into their roles. What You'll Learn Why core values can matter more than someone's original job title.How the Visionary-Integrator relationship works within EOS.Why owners shouldn't look for "another me."How responsibility and trust are earned over time.Why a strong General Manager needs the freedom to push back on the owner.How DISC profiles can improve communication and self-awareness.Why standardized protocols create consistency as leadership responsibilities expand.How a "Reboot" mindset turns mistakes into opportunities to improve the business. Finding your number two isn't about finding another you. It's about finding the person who complements you. For Shawn, that meant learning to hand over responsibility and allowing Will to "dance his own dance." For Will, it meant earning trust through communication, accountability, and a willingness to take ownership when things didn't go perfectly. The transformation happens on both sides. The General Manager learns to lead, execute, and protect the vision. The owner learns to let go, become the guide, and gradually move responsibilities off their plate. You don't hand someone the keys to the business overnight. You give them responsibility, build trust, and develop the leadership partnership one step at a time. Shawn Gilfillan, and Will Barkiewicz, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Shawn’s previous episodes HERE NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/ Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/ Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/ You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/ Connect with the Podcast: Download and Listen on Our Mobile App: https://automotiverepairpodcastnetwork.com/app/Visit the Website:https://remarkableresults.biz/Subscribe on YouTube:https://www.youtube.com/carmcapriottoFollow on Facebook:https://www.facebook.com/RemarkableResultsRadioPodcast/Follow on LinkedIn:https://www.linkedin.com/in/carmcapriotto/Follow on Instagram:https://www.instagram.com/remarkableresultsradiopodcast/Join Our Virtual Toastmasters Club:https://remarkableresults.biz/toastmastersJoin Our Private Facebook Community:https://www.facebook.com/groups/1734687266778976Join our Insider List:https://remarkableresults.biz/insiderAll books mentioned on our podcasts:https://remarkableresults.biz/booksOur Classroom page for personal or team learning:https://remarkableresults.biz/classroomBuy Me a Coffee:https://www.buymeacoffee.com/carmSpecial episode collections:https://remarkableresults.biz/collections The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcastwith Carm Capriotto:https://remarkableresults.biz/<a...
From Daily Profit to Long-Term Business Value [RR 1109]
Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode What is your auto repair business really worth, and are you building it to become more valuable every year? Coach Chris Cotton, podcast host on the Automotive Repair Podcast Network, challenges shop owners to look beyond today's sales and profits and start thinking about the long-term value of the business they're building. Many owners spend years on the operational hamster wheel, focused on car count, payroll, production, and this month's bottom line. But when it's time to sell, transition the business to the next generation, or simply step away from daily operations, buyers and banks look much deeper. Chris explains why clean financials, documented systems, owner independence, and intentional succession planning can transform a shop from a business that provides the owner a job into an enterprise with significant transferable value. What You'll Learn Why profitability and business valuation aren't the same thing.What buyers and banks want to see before financing an acquisition.Why removing the owner from daily operations can increase business value.How documented systems and protocols make a shop more transferable.Why clean financial statements and tax records are critical to valuation.Chris Cotton's five stages of shop ownership, from daily survival to eventual exit.How increasing capacity can grow value without necessarily adding locations.Why succession and exit planning should begin years before you're ready to leave. Don't just build a profitable shop. Build a valuable business. Create strong systems. Develop leaders. Clean up the financials. Build capacity. Reduce owner dependence. And understand what your business is worth long before you're ready to sell it. Coaching to Valuation [E269]: https://chriscotton.captivate.fm/episode/cc269 The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/ Learn more about 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 on-site training and six days a week of support: http://napatracs.com/ Connect with the Podcast: Download Our Mobile App:https://automotiverepairpodcastnetwork.com/app/Website:https://remarkableresults.biz/YouTube:https://www.youtube.com/carmcapriottoFacebook:https://www.facebook.com/RemarkableResultsRadioPodcast/LinkedIn:https://www.linkedin.com/in/carmcapriotto/Instagram:https://www.instagram.com/remarkableresultsradiopodcast/Join Our Virtual Toastmasters Club:https://remarkableresults.biz/toastmastersJoin Our Private Facebook Community:https://www.facebook.com/groups/1734687266778976Join our Insider List:https://remarkableresults.biz/insiderBooks Page:https://remarkableresults.biz/booksOur Classroom Page:https://remarkableresults.biz/classroomEpisode Collections:https://remarkableresults.biz/collectionsBuy Me a Coffee:https://www.buymeacoffee.com/carm The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcastwith Carm Capriotto:https://remarkableresults.biz/Automotive Field TheorywithMatt Fanslow:https://mattfanslow.captivate.fm/Business by the NumberswithHunt Demarest: https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcastwith Brian and Kim Walker: https://autorepairmarketing.captivate.fm/The Weekly Blitzwith Chris Cotton: https://chriscotton.captivate.fm/Speak Up! Effective Communicationwith Craig O'Neill: https://craigoneill.captivate.fm
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Ep 95 - Benjie Burris & Callie Johnson | Boobs, Business & Building Culture That Lasts
Tekmetric transformed my shop. Plain and simple. Want that for yours? Touch HEREIf you're like me and aren't good at marketing, don't do it on your own. Let the experts handle it. Touch HERE for more on Turnkey Marketing.47 Consultants brings your shop’s story to life on social media, helping Carfix engage 60,000 people in Raleigh in just a few weeks. See what 47 Consultants can do for your shop, and tell them Big Daddy Mike sent you!Elite Worldwide's Ignite 2027 is coming up in February and NOW is the time to sign up. It's happening in Vegas February 4-6 and it will be the best 3 days of your shops year when you attend. Save $100 when you use code CONFESSIONS HERE When I used the maintenance tool for the fist time with Detect Auto, my mind was blown. My advisors had the same reaction - and then SO MUCH MORE TIME. Learn more about Detect Auto and book a free demo now!In this crossover episode, Mike Allen teams up with Tonnika Haynes from Downshift with Tonnika to give you a preview of the upcoming ASTA Expo in Raleigh, NC this September. ASTA Board Member and shop owner Benjie Burris joins alongside his daughter, Callie Johnson, ASTA’s new Membership & Events Manager, to talk about what makes the Expo special and how building a strong shop culture can create lasting success both inside and outside the business.The conversation dives into the power of showing up for your local community, building authentic relationships, and why giving back has played a major role in long-term growth. They also share first-hand ASTA Expo experiences, what makes the event different, and why the connections made there can impact both your business and your life.Oh, and you'll also hear the story of how Benjie met his wife. Let’s just say it’s one of those stories you definitely won’t see coming.Learn more about the ASTA Expo and how you can be there HERE Timestamps:00:00 The funniest icebreaker ever (yes, fake boobs are involved)00:53 Live from Fueling Connections 2026 – ASTA at UTI Mooresville02:22 Audio chaos: Why your own tools matter (and how NOT to record a podcast)04:10 The rise of Downshift and the weirdness of being told “I listen to your podcast!”05:03 Social media hacks: Engagement, trolls, and managing the comment chaos09:19 A blueprint for a family-run business culture that actually works10:29 Turning community support into real shop growth (and why service matters)13:42 Small steps, big progress: Building a shop “patch by patch”14:42 The real reason community work succeeds (hint: It can’t be faked)18:25 Real talk on supporting schools, teachers, and being boots-on-the-ground22:22 Dealing with “big city” demands and setting shop boundaries23:46 ASTA’s new Membership & Events Manager shares social media tips26:53 The ASTA Expo: Networking, parties, and the least clicky vibe in the industry28:29 Conversations that change careers—and lives30:46 Competitors or community? Why ASTA shops help each other32:07 Going from local to international—how ASTA keeps its family feel36:04 Must-attend classes, what’s next for ASTA, and seriously, don’t miss the hospitality suite39:29 Why Downshift is different: Focusing on legacy, mindset, and leveling up
Ep 93 - Brad McAllister & Jay Power | $24K/Month More at the Shop with Analytics?
Tektonic 2027 is coming up April 1-3, and if you missed year 1, you MUST NOT miss year 2. It's bigger, it's better, because is Tekmetric's conference. You know it's gonna be the best conference in the history of conferences. Get lower pricing now HEREMy marketing before and after signing up with Turnkey Marketing is pretty scary. In a good way. Get your marketing right today HERE47 Consultants brings your shop’s story to life on social media, helping Carfix engage 60,000 people in Raleigh in just a few weeks. See what 47 Consultants can do for your shop, and tell them Big Daddy Mike sent you! Make your techs happier with Detect Auto. They'll stop getting "check noise" or "check vibration" from advisors with the customer concern tool. It will CHANGE YOUR LIFE. Book a demo HEREElite Worldwide's Ignite 2027 is coming up in February and NOW is the time to sign up. It's happening in Vegas February 4-6 and it will be the best 3 days of your shops year when you attend. Save $100 when you use code CONFESSIONS HEREBrad McAllister & Jay Power from OktoRocket join Mike to dig into the power of analytics for shop owners. They break down how tracking call conversions can translate into serious revenue, revealing that just a 6% bump in close ratio could mean an extra $24,475 per month. The guys also share their take on leaderboard motivation—why it can drive some team members and demotivate others—and discuss the relentless advance of AI-powered features like agent assist and Rocket Shield to keep shops ahead of the curve.Get the OktoRocket 2025 Industry Report HERE Timestamps:00:00 Game-changing stats to motivate your business growth01:17 Tektonic 2026: Rooftop parties, Texas-shaped pools, and industry networking03:00 Turtle races and finding your pace in a crowded event05:05 Meet the OktoRocket team and their journey from shop floor to SaaS leaders05:37 How OktoRocket connects, analyzes, and grows shops of every size08:25 Tools for shops, marketing companies, and analyzing your campaigns10:17 Decoding call conversion, inbound sales, and the analytics that matter most12:11 Should you use leaderboards? Shop culture, competition, and motivation dilemmas16:41 What makes great management & using data to coach your people17:14 Drill down into conversions: marketing calls, repair orders, and tracking ROI22:44 Tagging high-value customers—Are your ads bringing the right cars to your bay?24:29 The real numbers: Industry report highlight reel and surprises28:28 Close rates are dropping—what does it mean for your shop in 2025?31:38 Just a 6-point close rate boost could net $24k/month—here’s how32:49 Real talk on gross profit, compensation, and fixing margins34:46 OktoRocket’s founders share their shop careers and why they built it40:45 Staying ahead with rapid dev, AI, and never getting outcompeted44:27 New tech rolling out: AI phone agents, Rocket Shield, and beyond47:37 Your wish list: Real-time scripts and objection handling coming soon?