Remarkable Results Radio Podcast

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You can be great at diagnosing vehicles and still struggle to make money owning an auto repair shop. What does it take to make the transition from skilled technician to successful business owner?

At the ASTA Expo 2026 in Raleigh, NC, Rick White, founder of 180BIZ, reconnects with Dan Hensel, owner of Amton Auto and Truck Repair, to reflect on nearly 30 years of mentorship, hard lessons, and professional growth. Along the way, Rick and Dan explore the value of honest feedback, the discomfort that comes with personal growth, and why accepting guidance can be one of the smartest decisions a shop owner makes.

What You'll Learn:
The unexpected business responsibilities that challenge even the most accomplished technicians when they become shop owners.
How a mentor or coach can provide accountability, challenge assumptions, and help an owner recognize opportunities for improvement.
Why hiring an experienced, highly skilled technician may be a better financial decision than choosing someone simply because they cost less.
How adapting your communication to different customer personalities can strengthen relationships and increase sales.
How effective leadership and consistent systems can create a more sustainable business without simply demanding longer hours.


Knowing how to repair vehicles can launch a career and even open the doors to your own shop. Building a profitable business takes a different kind of education. Dan's experience demonstrates the importance of financial discipline, leadership development, and having the courage to seek advice when your existing approach isn't working. Sometimes the knowledge that makes the biggest difference comes from someone willing to challenge you to think differently.

Dan Hensel, Co-owner of Amton Auto and Truck, Tonawanda, NY

Rick White, President and Lead Coach for 180BIZ, Listen to Rick’s previous episodes HERE. rick@180biz.com

ASTA (Automotive Service & Tire Alliance):  https://astausa.org/2027-Expo


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/carmcapriotto
Follow 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/toastmasters
Join Our Private Facebook Community:https://www.facebook.com/groups/1734687266778976
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 Podcastwith Carm Capriotto:https://remarkableresults.biz/
Automotive Field Theorywith Matt Fanslow https://mattfanslow.captivate.fm/
Business by the Numberswith CPA Hunt Demarest:...

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What makes your auto repair shop memorable, and are you sharing that story with your customers?

Recorded at ASTA 2026 in Raleigh, NC, Melissa “Birdie” Patterson, founder of Bird's iSocial, explores why authentic marketing begins with the people, personality, and culture that make every auto repair shop unique. From a memorable “shop chicken” to customer pet photos, community involvement, and even dad jokes, Birdie shares how everyday experiences can become powerful marketing opportunities.

What You'll Learn

(00:00:00) Intro
(00:04:30) The Power of Connection: Amazing Women in Automotive
(00:12:00) What's Your Shop Chicken? Finding Your Unique Story
(00:17:00) Birdie's Journey Into Auto Repair
(00:20:00) Organic Search and AI: Connecting With Customers Online
(00:26:00) Authentic Marketing: Turning Shop Culture Into Content
(00:30:00) Working ON Your Business: Leadership, Systems, and Coaching
(00:35:00) Investing in Yourself: Personal Growth and Business Freedom

Authentic marketing starts inside your business, with your people, your culture, your community, and the experiences customers remember. When you combine that authenticity with intentional marketing, strong leadership, and a commitment to growth, you're not just promoting your shop. You're building relationships, trust, and a business people want to support.

Your shop already has a story. Make sure your customers get to hear it.

Melissa 'Birdie' Patterson, Bird's iSocial and Growing Shops: https://www.birdsisocial.com/

ASTA (Automotive Service & Tire Alliance):  https://astausa.org/2027-Expo

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/carmcapriotto
Facebook: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/toastmasters
Join Our Private Facebook Community:https://www.facebook.com/groups/1734687266778976
Join our Insider List:https://remarkableresults.biz/insider
Books Page:https://remarkableresults.biz/books
Our Classroom Page:https://remarkableresults.biz/classroom
Episode Collections:https://remarkableresults.biz/collections
Buy 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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We're great at fixing cars. But how good are we at understanding and communicating with people?

Matt Fanslow, host of Automotive Field Theory, and Margaret Light, Licensed Marriage and Family Therapist at Equilibrium Therapy Services, explore the human side of auto repair, focusing on emotional intelligence, effective communication, mentorship, and the leadership skills needed to build healthier shop cultures.

Recorded at ASTA 2026 in Raleigh, this conversation challenges traditional attitudes about workplace emotions and communication. Discover how developing emotional intelligence, understanding different perspectives, and replacing quick reactions with thoughtful responses can strengthen relationships, improve mentorship, and help leaders create a more supportive auto repair industry.

What You'll Learn
The Field of Fixers: Why auto repair professionals naturally jump into problem-solving mode and how that instinct can prevent meaningful communication and human connection.
Listening Before Fixing: Why effective communication begins with understanding, not immediately offering solutions, and how slowing down and asking thoughtful questions builds trust.
Emotional Intelligence in the Shop: How recognizing emotions, managing personal reactions, and understanding the feelings of others can improve everyday interactions and workplace relationships.
Communication vs. Connection: Why talking to someone isn't necessarily connecting with them, and how empathy, active listening, and genuine curiosity create stronger relationships.
Moving Beyond Tough Love: Why shame-based management and the traditional "grow thicker skin" mentality can undermine trust, discourage open communication, and weaken shop culture.
The Power of Mentorship: How emotional awareness, constructive feedback, and genuine mentorship build confidence, competence, resilience, and stronger relationships between experienced professionals and the next generation.
Leading the Next Generation: Why understanding Gen Z's perspectives, values, and communication expectations can help leaders develop and retain future specialists.


Great shop leadership goes beyond managing production, measuring performance, and solving technical challenges. It requires emotional intelligence, intentional communication, and the ability to understand people before attempting to solve their problems.

The auto repair industry has invested heavily in teaching people how to fix vehicles. It's time to give equal attention to helping them communicate, connect, mentor, and lead. Because building a remarkable shop starts with building remarkable people.



Automotive Field Theory with Matt Fanslow  https://mattfanslow.captivate.fm/

Margaret Light is a Licensed Marriage and Family Therapist and the president of Equilibrium Therapy Services, serving clients in Minnesota and Wisconsin. She helps individuals and couples build better relational toolkits, identify blind spots, and replace reactivity with effective communication. https://www.equilibriumtherapyservices.org/


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/carmcapriotto
Follow 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/toastmasters
Join Our Private Facebook Community:https://www.facebook.com/groups/1734687266778976
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...

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What should be on your must-see list at AAPEX 2026?

Mark Bogdansky, Vice President of Meetings and Events at the Auto Care Association, shares what attendees can expect from a redesigned AAPEX 2026 experience, including a new home for Joe’s Garage, a more focused education schedule, expanded hands-on experiences, networking opportunities, competitions, special guests, and plenty of surprises.

One of the biggest changes is designed to help attendees get more from both education and the show floor. Paid training will take place in the morning, leaving afternoons open to explore exhibits, build relationships, discover new products, and experience everything AAPEX has to offer. Joe’s Garage is also moving to Level 1, directly above the classroom training, making the transition from learning to hands-on exploration even easier.

What You’ll Learn
Why AAPEX redesigned the education schedule to give attendees more time on the show floor
What’s new at Joe’s Garage, including live vehicle training and expanded experiences
How to approach AAPEX with a plan and bring actionable ideas back to your business
What attendees will find at the AAPEX Forum, including Roadside Attractions, demonstrations, giveaways, and interactive experiences
How the expanded Student V8 Engine Competition is showcasing the next generation of automotive professionals
Opportunities to connect directly with manufacturers, industry leaders, exhibitors, and fellow automotive professionals
Special appearances and experiences featuring Coach K, Mark Wahlberg, Jimmie Johnson, Barry Sanders, Mia Hamm and more


Don’t just attend AAPEX. Have a plan to experience it. Choose your education before you arrive. Explore the show floor with purpose. Ask questions. Make connections. Discover what’s changing in the industry. And if you bring your team, challenge them to return with actionable ideas they can share and implement.

AAPEX 2026 isn't just about seeing what's new. It's an opportunity to learn, connect, experience, and bring something valuable back to your business.

AAPEX, November 3-5, 2026, The Venetian Expo and AAPEX Forum https://www.aapexshow.com/

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/carmcapriotto
Facebook: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/toastmasters
Join Our Private Facebook Community:https://www.facebook.com/groups/1734687266778976
Join our Insider List:https://remarkableresults.biz/insider
Books Page:https://remarkableresults.biz/books
Our Classroom Page:https://remarkableresults.biz/classroom
Episode Collections:https://remarkableresults.biz/collections
Buy 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

Watch Full Video Episode
















What if the phone is ringing, but your team is unknowingly turning customers away?

David Boyd, owner of Call Inbound, and Rich Oppitz, Director of Operations at Telle Tire, overseeing 95 stores, explore how call recording and AI analysis can uncover missed opportunities at the service counter and turn everyday customer conversations into powerful coaching moments.

The challenge isn't always getting the phone to ring. It's understanding what happens after someone answers it.

Rich shares how Telle Tire discovered that service advisors weren't intentionally turning business away, but their language sometimes communicated “no” without actually saying the word. By establishing clear expectations, analyzing calls, and consistently coaching the team, their appointment capture score improved from approximately 58% to 72% in just three to four months.

What You’ll Learn
Why a car count problem may actually be a call conversion problem
How service advisors can unintentionally communicate “no” by focusing on what the shop can't do
Why communicating what you CAN do can change the customer conversation
How AI analysis can uncover coaching opportunities across thousands of calls
Why expectations need to be established before calls are graded
How “Champion Calls” and “Coachable Calls” create continuous learning
Why call reviews should be positioned as coaching, not punishment
How self-assessment can help service advisors recognize their own opportunities for improvement
Why empathy, courtesy, personalization, patience, tone, and follow-up matter to the customer experience
How a focused call review can become a valuable coaching conversation in only 5 to 7 minutes


Don't just record the call. Learn from it.

Call recordings give shop leaders the opportunity to replace assumptions with actual conversations. When those conversations become part of consistent coaching, the goal isn't to catch someone doing something wrong. It's to help the team communicate better, ask for the appointment, improve the customer experience, and convert more of the opportunities already coming into the shop.

Before spending more money making the phone ring, listen to what happens when it does.





Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. https://callinbound.com/

David Boyd, CEO, Inbound, Listen to David's previous episodes HERE

Rich Oppits, Director of Operations at Telle Tire, 95 stores

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/carmcapriotto
Follow 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/toastmasters
Join Our Private Facebook Community:https://www.facebook.com/groups/1734687266778976
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


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