Episodios

  • Why Women are the Secret Weapon in Auto Repair Shop Hospitality [THA 474]

    Why Women are the Secret Weapon in Auto Repair Shop Hospitality [THA 474]
    Feb 27 2026
    Thanks to our Partners, NAPA TRACS, Today's Class, KUKUI, and Pit Crew Loyalty Watch Full Video Episode In this episode, Melissa Parker, Amy Bartel, and Sara Abrecht join Carm Capriotto to discuss why women are the automotive industry’s “secret weapon.” The panel explores the concept of automotive hospitality, focusing on relationships, empathy, and customer experience as key drivers of trust, loyalty, and profitability. They share how hospitality driven environments, strong listening skills, and hiring from service focused industries elevate the customer experience and strengthen shop performance. Sara also reveals data showing female-led shops achieve higher average repair orders, highlighting the business impact of communication and relationship building. The conversation challenges outdated industry perceptions and calls for a shift toward hospitality centered operations, encouraging shop owners to embrace these principles and inspiring more women to pursue leadership roles in this evolving, people first profession. Timestamps (00:00:00) - Introduction and Guest Welcome (00:03:15) - Defining "Automotive Hospitality" (00:06:00) - The "Ritz-Carlton" Standard (00:09:45) - Men vs. Women: Fixers vs. Listeners (00:14:15) - Hiring Outside the Industry (00:18:20) - The Role of the Customer Service Rep (CSR) (00:21:00) - The "Anytime" Presentation (00:27:45) - The Financial Case: Women Drive Higher ARO (00:30:15) - The "Secret Weapon" & Workplace Culture (00:34:30) - The Household Decision Maker (00:37:45) - Rebranding: From "Trade" to "Skilled Career" Melissa Parker, COO, Harrell’s Tire and Auto Amy Bartel, Owner, Bartel's Auto Clinic Sara Abrecht, CFO, Dynamic Automotive Thanks to our Partner, NAPA TRACS 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/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Thanks to our Partner, KUKUI Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/ Thanks to our Partner, Pit Crew Loyalty You’re probably tired of chasing new customers who never return. We understand. 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: - 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: https://www.linkedin.com/in/carmcapriotto/ - Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ - Follow on Twitter: https://twitter.com/RResultsBiz - Visit the Website: https://remarkableresults.biz/ - Join our Insider List: https://remarkableresults.biz/insider - All books mentioned on our podcasts: https://remarkableresults.biz/books - Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom - Buy Me a Coffee: https://www.buymeacoffee.com/carm - Special episode collections: https://remarkableresults.biz/collections - The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ - Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ - Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ - Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ - The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ - The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ - Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm
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    47 m
  • Why Employee Reviews Are Broken and What to Do Instead [RR 1081]

    Why Employee Reviews Are Broken and What to Do Instead [RR 1081]
    Mar 3 2026
    Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode In this episode of Coffee with Carm and a Coach, Carm Capriotto and leadership coach Murray Voth explain why traditional employee reviews often fail to build trust, engagement, or real growth. Instead, they advocate replacing formal evaluations with ongoing “Career Alignment Meetings,” and one-on-one conversations focused on coaching, open dialogue, and removing obstacles. They discuss the shop owner’s role as a coach, the importance of onboarding and positional clarity, and why wage discussions should be separated from development conversations. Murray also shares practical tools, including the three key questions that drive meaningful feedback and real-time coaching moments. This episode offers a modern, human-centered approach to leadership that strengthens culture, improves communication, and helps employees and shops grow together. Timestamps (00:00:00) Introduction: Coffee with Carm and a Coach (00:03:00) Rebranding the Review (00:05:30) The Problem with 360 Reviews (00:08:00) What Employees Actually Want (00:12:00) Hiring for the Position, Not the Personality (00:16:00) Modern Onboarding & The 89-Day Check-In (00:26:00) The Three Magic Questions (00:32:00) How to Handle Employee Objections (00:36:00) Separating Wages from Development (00:41:00) Holiday Bonuses vs. Business Incentives (00:45:00) The "Rim Wash" Lesson & Bloom’s Taxonomy (00:49:00) The "Discovery Now" Moment (00:52:00) Breaking Bread & Setting Protocol Murray Voth, RPM Training. Listen to Murray’s previous episodes HERE. murrayvoth@rpmtraining.net 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: https://www.linkedin.com/in/carmcapriotto/ - Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ - Visit the Website: https://remarkableresults.biz/ - Join our Insider List: https://remarkableresults.biz/insider - All books mentioned on our podcasts: https://remarkableresults.biz/books - Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom - Buy Me a Coffee: https://www.buymeacoffee.com/carm - Special episode collections: https://remarkableresults.biz/collections - The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ - Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ - Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ - Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ - The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ - The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ - Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm
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    53 m
  • The New Economics of Auto Repair: Rising Rates, Fewer Cars, Higher Profits [RR 1080]

    The New Economics of Auto Repair: Rising Rates, Fewer Cars, Higher Profits [RR 1080]
    Feb 24 2026
    Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode In this episode, Carm Capriotto speaks with Tom Ham about the rising labor rates shaping the automotive repair industry. Drawing from the Labor Rate Tracker tool on the Automotive Management Network, Tom explains how shops across the country are steadily increasing rates, with many approaching the $200 per hour threshold. Geographic trends reveal higher rates in regions like the San Francisco Bay Area and Connecticut, and Tom recommends gradual monthly increases of $1 to $2 to maintain profitability without alarming customers. They also discuss shifting business realities, including rising repair order values driven by vehicle complexity, higher parts costs, and increased technician compensation, even as car counts may level off. Many shops are also setting vehicle age limits to improve efficiency and reduce liability. Looking ahead, Tom highlights how artificial intelligence will enhance diagnostics and workflow, supporting the rise of a highly skilled mechanical specialist working alongside AI. The episode offers a forward looking view of an industry evolving through smarter pricing, cultural alignment, and advanced technology. https://laborratetracker.com/ Timestamps (00:00:00) Introduction & Industry Updates (00:02:30) Tom Ham discusses the "Labor Rate Tracker" and how shops are breaking through psychological pricing barriers as they approach $200 per hour. (00:05:00) Geographic Heat Maps: A breakdown of where rates are highest (Bay Area, Connecticut) and lowest (Midwest, South), and the use of heat maps to visualize the data. (00:08:15) The Incremental Increase Strategy: Tom advises shop owners on how to raise labor rates by small amounts (1–2) to overcome the fear of price adjustments. (00:10:45) Rates by Shop & Vehicle Type: Analysis of which shops command the highest rates (RVs, Diesels) versus the lowest (Collision, Tire Stores), and vehicle makes (Euro vs. Powersports). (00:13:30) Drawing the Line on Vehicle Age: A discussion on why shops are increasingly setting age limits (15–20 years) on the vehicles they accept to reduce comebacks and improve reviews. (00:17:15) The Future of Profitability: Predictions on rising Repair Order (RO) amounts and the shift toward "10k mile oil changes" resulting in fewer annual shop visits. (00:19:45) Technology Costs & ADAS: Tom shares a story about diagnostic equipment dropping $1,000 in price over 8 years and discusses the polarized adoption of ADAS calibration in shops. (00:32:00) The "Good News" Segment (Car Thefts): Tom presents data showing a projected 43% drop in vehicle thefts by 2025 due to advanced vehicle technology Tom Ham, Automotive Management Network. Tom’s previous episodes HERE. 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: https://www.linkedin.com/in/carmcapriotto/ - Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ - Visit the Website: https://remarkableresults.biz/ - Join our Insider List: https://remarkableresults.biz/insider - All books mentioned on our podcasts: https://remarkableresults.biz/books - Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom - Buy Me a Coffee: https://www.buymeacoffee.com/carm - Special episode collections: https://remarkableresults.biz/collections - The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ - Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ - Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ - Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ - The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ - The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://...
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    43 m
  • The Superhighway to Estimating: Canned Jobs and Categories For Shop Efficiency [THA 473]

    The Superhighway to Estimating: Canned Jobs and Categories For Shop Efficiency [THA 473]
    Feb 20 2026
    Thanks to our Partners, NAPA TRACS, Today's Class, KUKUI, and Pit Crew Loyalty Watch Full Video Episode Host Carm Capriotto dives into the untapped power of Shop Management Systems (SMS) with business coach Dave Schedin and Ben Dexter, National Training Manager at NAPA TRACS. Together, they reveal how two often-overlooked tools, categories and canned jobs, can dramatically improve shop efficiency, consistency, and profitability. The conversation highlights how a smarter system setup leads to faster workflows, clearer data, and stronger decision-making. Key Topics Discussed Unlocking the Power of Categories: Dave Schedin explains the importance of tracking three core labor types: Diagnostic, Preventative Maintenance, and Repair. When categorized correctly, shop owners can pinpoint exactly where time and money are gained—or lost. Building the “Superhighway” to Faster Estimates: Schedin compares developing Canned Jobs to constructing a freeway: it takes an upfront investment of time, but once built, it enables rapid, efficient estimating. Professional Communication: Canned jobs help replace vague descriptions with clear, value-focused explanations. This allows newer advisors to communicate like seasoned professionals while ensuring consistent pricing, messaging, and storytelling across the shop. Turning Data into Profit: Ben Dexter reinforces the principle of “garbage in, garbage out”: without clean, organized data, shop owners are simply guessing. By mastering categories and canned jobs, shop owners can turn their management system into a powerful engine for clarity, consistency, and long-term profitability. Timestamps 00:00:00 – Introduction 00:03:15 – The Three Labor Categories (Diagnostic, PM, Repair) 00:05:45 – Creating Smart Warranty Categories 00:08:20 – Data Integrity: “Garbage In, Garbage Out” 00:14:15 – Canned Jobs & Professional Storytelling 00:16:30 – “Level 10” Jobs & Built-In Parts Triggers 00:18:00 – Reducing Advisor Cognitive Load 00:19:45 – Generic Jobs vs. Vehicle-Specific “Pro Jobs” 00:22:30 – Helping New Advisors Sound Like Pros 00:25:00 – Writing Complex Estimates in 2–3 Minutes 00:29:15 – The ROI: 15–20% Sales Growth Potential 00:31:00 – Building the Estimating “Superhighway” Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE Ben Dexter, National Training Manager, NAPA TRACS. Find Ben’s other episodes HERE Thanks to our Partner, NAPA TRACS 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/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Thanks to our Partner, KUKUI Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/ Thanks to our Partner, Pit Crew Loyalty You’re probably tired of chasing new customers who never return. We understand. 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: - 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: https://www.linkedin.com/in/carmcapriotto/ - Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ - Follow on Twitter: https://twitter.com/RResultsBiz - Visit the Website: https://remarkableresults.biz/ - Join our Insider List: https://remarkableresults.biz/insider - All books mentioned on our podcasts: https://remarkableresults.biz/books - Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom - Buy Me a Coffee: https://www.buymeacoffee.com/carm - Special episode collections: https://remarkableresults.biz/collections - The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ - Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ - Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ - Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ - The Auto Repair Marketing Podcast with ...
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    38 m
  • Beyond Service Advisors: Embracing the ‘Repairathist’ Mindset [RR 1079]

    Beyond Service Advisors: Embracing the ‘Repairathist’ Mindset [RR 1079]
    Feb 17 2026
    Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode "The reality of a client advocates daily work is translating fear into clarity." Shop owner and coach Clint White explores a powerful shift at the auto repair front counter, from “Service Advisor” to “Repairathist.” He explains that because vehicles represent freedom and control, many customers arrive feeling anxious and financially defensive. As a result, the Repairathist’s role becomes part technician, part therapist, focused on translating fear into clarity and helping people feel understood. Customers aren’t buying parts, he says; they’re buying relief. The conversation dives into how to put this mindset into practice, starting with a “language shift” that replaces industry jargon like “diag” and “DVI” with clear, value-based explanations. This approach invites customers into the process instead of making them feel excluded. White also stresses the importance of transparency, showing clients the “MRI and X-ray” of their vehicle before prioritizing repairs, and ensuring that front counter promises align with what happens in the shop. Ultimately, the episode defines the Repairathist as a professional with an “others first” mindset who builds trust through empathy, honesty, and consistency—delivering an experience so positive that customers remember how they felt more than what they spent. Timestamps 00:00:00 – Introduction 00:01:45 – Introducing the "Repairist" 00:03:15 – Therapy at the Counter: Clint explains that a Client Advocate's role is akin to a therapist, tasked with "translating fear into clarity" for anxious customers. 00:06:45 – The Psychology of the Car: Discussion on how vehicles represent freedom and control, making repairs an emotional issue rather than just a mechanical one. 00:10:15 – Selling Relief, Not Parts: Clint delivers the key insight that customers are not buying repairs; they are buying "relief from their current situation". 00:11:30 – The Experience Economy: The "Steak Dinner" analogy—customers don't remember the price as much as they remember how the experience made them feel. 00:14:00 – The Language Shift: Clint warns against using jargon like "diag" or "DVI," which makes customers feel excluded or stupid. He suggests using "testing and procedures" instead. 00:19:15 – Transparency & The MRI: Clint advocates for showing the customer "everything that is knowable" (the MRI/X-ray) before asking them to make a decision. 00:20:45 – Hiring for Heart: Clint explains that he hires for a "servant's heart" first; technical knowledge is secondary to empathy. 00:22:00 – The ROI of Empathy: Discussion on the business benefits of this mindset, including "sticky" clients, reduced staff turnover, and better reputation. 00:26:45 – Relationship vs. Transaction: Clint defines success not by money, but by building relationships strong enough that clients send Christmas cards years later Clint White, Coaching with Integrity, clint@coachingwithintegrity.llc 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: https://www.linkedin.com/in/carmcapriotto/ - Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ - Visit the Website: https://remarkableresults.biz/ - Join our Insider List: https://remarkableresults.biz/insider - All books mentioned on our podcasts: https://remarkableresults.biz/books - Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom - Buy Me a Coffee: https://www.buymeacoffee.com/carm - Special episode collections: https://remarkableresults.biz/collections - The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ - Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ - Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ - Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ - The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts...
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    39 m
  • Executing a 25 Year Plan: Retired at 47 [RR 1078]

    Executing a 25 Year Plan: Retired at 47 [RR 1078]
    Feb 10 2026
    Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode In this episode, Carm Capriotto reconnects with industry veteran Peter Rudloff to explore his transition from shop owner to consultant, his “stay in your lane” philosophy, and the future of EV repair. Rudloff shares how a 25-year exit plan allowed him to retire from shop ownership at 47 and transition into his home-based “Pete Cave,” where he continues hands-on work without managing employees. He later founded Rhino Collective LLC, helping manufacturers connect engineering with real-world repair. A central theme is specialization. By focusing on domestic and Asian vehicles and avoiding brands like BMW, Rudloff improved efficiency and profitability. He argues that staying within your strengths leads to “profit by default” and long-term stability. Looking ahead, he predicts EVs will dominate, and repair will shift toward modular, aircraft-style maintenance. He encourages new shop owners to consider EV specialization as a growth path. Rudloff also emphasizes ongoing education, recommending 60 hours of training per year and crediting the Delaware Training Group as a major influence on his career. This episode delivers clear, practical insight on focus, future-proofing, and lifelong learning in today’s repair industry. Peter Rudloff, Rhino Collective LLC, petervrudloff@gmail.com 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: https://www.linkedin.com/in/carmcapriotto/ - Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ - Follow on Twitter: https://twitter.com/RResultsBiz - Visit the Website: https://remarkableresults.biz/ - Join our Insider List: https://remarkableresults.biz/insider - All books mentioned on our podcasts: https://remarkableresults.biz/books - Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom - Buy Me a Coffee: https://www.buymeacoffee.com/carm - Special episode collections: https://remarkableresults.biz/collections - The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ - Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ - Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ - Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ - The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ - The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ - Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm
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    37 m
  • Looking Rich VS Living Free: The Hidden Truth About Success and Money [THA 472]

    Looking Rich VS Living Free: The Hidden Truth About Success and Money [THA 472]
    Feb 13 2026
    Thanks to our Partners, NAPA TRACS, Today's Class, KUKUI, and Pit Crew Loyalty Watch Full Video Episode "Rich is loud. Wealthy is quiet." In this episode, host Carm Capriotto sits down with Jerry Kezhaya and Dr. Laura Shwaluk, owners of The Auto Shop and business coaches with Business Builder Mentor and Mastermind. They share their unconventional journey from healthcare to auto repair, including how Laura stepped in to run the shop while Jerry was hospitalized. With no technical background, she succeeded by focusing on leadership, culture, and relationships—proving that auto repair is ultimately a people business. The couple also discusses the realities of working together as spouses. By clearly defining roles—Jerry managing systems and strategy, Laura leading team and customer relations—they’ve built a respectful, healthy workplace culture. A major focus of the episode is financial freedom. Jerry contrasts “visible wealth” with “quiet freedom,” emphasizing passive income, low debt, and disciplined spending. They warn against lifestyle inflation and investing in depreciating assets, encouraging shop owners to prioritize long-term security over short-term status. They dive into the psychology of money, explaining how emotional wounds and unmet needs often drive overspending. Laura stresses that financial healing often starts with personal healing. Our panel reinforces that real success comes from clarity, discipline, and emotional awareness. Rather than chasing status or appearances, they encourage shop owners to focus on building strong teams, healthy finances, and personal balance—creating businesses that support true freedom, peace of mind, and long-term fulfillment. Jerry Kezhaya and Dr. Laura Shwaluk, The Auto Shop, Plano TX. Business Coaches at Business Builder Mentor and Mastermind Thanks to our Partner, NAPA TRACS 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/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Thanks to our Partner, KUKUI Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/ Thanks to our Partner, Pit Crew Loyalty You’re probably tired of chasing new customers who never return. We understand. 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: - 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: https://www.linkedin.com/in/carmcapriotto/ - Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ - Follow on Twitter: https://twitter.com/RResultsBiz - Visit the Website: https://remarkableresults.biz/ - Join our Insider List: https://remarkableresults.biz/insider - All books mentioned on our podcasts: https://remarkableresults.biz/books - Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom - Buy Me a Coffee: https://www.buymeacoffee.com/carm - Special episode collections: https://remarkableresults.biz/collections - The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ - Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ - Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ - Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ - The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ - The Weekly Blitz with Chris...
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    53 m
  • Beyond the Repair Order: The Strategy of Customer Loyalty [RR 1077]

    Beyond the Repair Order: The Strategy of Customer Loyalty [RR 1077]
    Feb 3 2026
    Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode In this episode, Jeff Rudnick of Pit Crew Loyalty explores the powerful shift from transactional business models to relationship-driven customer loyalty in the automotive repair industry. He challenges shop owners to rethink marketing and branding through the lens of real human connection—introducing the idea that “software has to imitate life.” In other words, technology should support the natural, community-minded instincts of great owners by automating “white glove” service at scale. The conversation dives into the behavioral science behind loyalty through Self-Determination Theory, which shows that customers, like employees, stay committed when they feel competent, autonomous, and part of something bigger than themselves. Rudnick backs this up with industry data, noting that the average “one-and-done” rate for first-time customers is 54%, but can be reduced to nearly 30% through intentional, relationship-based loyalty programs that make customers feel valued from day one. Listeners will learn practical strategies for creating meaningful customer experiences, including: The Confirmation Moment:Treating first-time calls as opportunities to confirm the shop can solve the customer’s problem, not simply close a sale.Throwing a Party:Using automation to identify new customers so teams can celebrate and welcome them, increasing the likelihood of repeat visits.Cross-Pollination:Partnering with other local businesses to build community networks that benefit everyone involved.The Easy Button:Leveraging systems that automate complex marketing tasks like fundraisers, digital gift cards, referral programs, and social media graphics. Rudnick also explains how loyalty rewards software can simplify community fundraising, referrals, and cross-business promotion, making high-level marketing accessible even for busy shop owners. Rather than relying on discounts, he emphasizes building strong brands through personalized rewards, authentic leadership, and genuine community involvement. Ultimately, this episode demonstrates how combining smart automation with human-centered leadership can dramatically reduce customer churn, strengthen local relationships, and drive long-term profitability for independent repair shops. Jeff Rudnick, Pit Crew Loyalty 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: https://www.linkedin.com/in/carmcapriotto/ - Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ - Follow on Twitter: https://twitter.com/RResultsBiz - Visit the Website: https://remarkableresults.biz/ - Join our Insider List: https://remarkableresults.biz/insider - All books mentioned on our podcasts: https://remarkableresults.biz/books - Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom - Buy Me a Coffee: https://www.buymeacoffee.com/carm - Special episode collections: https://remarkableresults.biz/collections - The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ - Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ - Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ - Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ - The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ - The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ - Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm
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