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JASPER® Race Products Performance Report

JASPER® Race Products Performance Report

 

Kyle Busch Spins, Wins at Bristol with JASPER 4-Speed Transmission, Bell wins in NASCAR Xfinity Series 

Kyle Busch, running a JASPER 4-Speed Transmission, overcame an early-race accident to win Sunday's Monster Energy NASCAR Cup Series Food City 500.  Kyle took his first lead on lap 384, and lead a total of 71 laps for his third series win of the year.  Denny Hamlin was fifth, as drivers using JASPER products took four of the top ten finishing positions at the checkered flag.  Christopher Bell, also running a JASPER 4-Speed Transmission, picked up his second NASCAR Xfinity Series victory of the season, winning Saturday's Alsco 300.  Cole Custer was third and Chase Briscoe was fourth, as drivers using JASPER products took three of the top five, and five of the top ten positions, at the finish.  Both races were held at Bristol Motor Speedway.

 

A recap of the results from this weekend's races at Bristol Motor Speedway follows.

 

Monster Energy NASCAR Cup Series - Food City 500 - Bristol Motor Speedway

1st      Kyle Busch #18 (JASPER 4-Speed Transmission)
5th      Denny Hamlin #11 (JASPER 4-Speed Transmission)
7th      Clint Bowyer #14 (JASPER 4-Speed Transmission)
8th      Daniel Suarez #41 (JASPER 4-Speed Transmission)
12th    Matt DiBenedetto #95 (JASPER 4-Speed Transmission)
13th    Kevin Harvick #4 (JASPER 4-Speed Transmission)
15th    Ty Dillon #13 (JASPER 4-Speed Transmission) - Stage 1 Winner
17th    Martin Truex, Jr. #19 (JASPER 4-Speed Transmission)
20th    Bubba Wallace #43 (JASPER 4-Speed Transmission)
21st    David Ragan #38 (JASPER 4-Speed Transmission)
24th    Erik Jones #20 (JASPER 4-Speed Transmission)
29th    Ross Chastain #15 (JASPER 4-Speed Transmission)
31st    Bayley Currey #52 (JASPER 4-Speed Transmission)
34th    Corey Lajoie #32 (JASPER 4-Speed Transmission)
35th    Timmy Hill #66 (JASPER 4-Speed Transmission)
36th    Gray Gaulding #51 (JASPER 4-Speed Transmission)
37th    Aric Almirola #10 (JASPER 4-Speed Transmission)

 

Monster Energy NASCAR Cup Series 2019 Points Standings

1st      Kyle Busch #18 (JASPER 4-Speed Transmission)
2nd     Denny Hamlin #11 (JASPER 4-Speed Transmission)
4th      Kevin Harvick #4 (JASPER 4-Speed Transmission)
7th      Martin Truex, Jr. #19 (JASPER 4-Speed Transmission)
9th      Aric Almirola #10 (JASPER 4-Speed Transmission)
11th    Clint Bowyer #14 (JASPER 4-Speed Transmission)
12th    Daniel Suarez #41 (JASPER 4-Speed Transmission)
17th    Erik Jones #20 (JASPER 4-Speed Transmission)
22nd    Ty Dillon #13 (JASPER 4-Speed Transmission)
24th    Matt DiBenedetto #95 (JASPER 4-Speed Transmission)
26th    David Ragan #38 (JASPER 4-Speed Transmission)
27th    Bubba Wallace #43 (JASPER 4-Speed Transmission)
31st    Corey Lajoie #32 (JASPER 4-Speed Transmission)

 

NASCAR Xfinity Series - Alsco 300 - Bristol Motor Speedway

1st      Christopher Bell #20 (JASPER 4-Speed Transmission)
3rd      Cole Custer #00 (JASPER 4-Speed Transmission)
4th      Chase Briscoe #98 (JASPER 4-Speed Transmission)
7th      Justin Haley #11 (JASPER 4-Speed Transmission)
10th    Harrison Burton #18 (JASPER 4-Speed Transmission)
14th    Brandon Jones #19 (JASPER 4-Speed Transmission)

 

The Extreme Value of Shop Tours

The Extreme Value of Shop Tours

I will never forget putting a call out to shop owners who wanted to tour of Frank European in Las Vegas in November 2018. I was doing a live broadcast for Town Hall Academy from Franks highlighting the value of shop tours. Thirty shop owners showed up to not only give their input live, but to partake in the tour. This was during industry week in Las Vegas meaning AAPEX was over and it was SEMA’s last day.

Frank Scandura, owner of Franks European, was as excited as I was, because, of the inherent give and take nature of shop tours. Frank was very interested in not only showing off his place but to also get feedback from other shop operators.

Therein lies the great value and objectivity of a good shop tour, learning being transferred in both directions. With different sets of eyes the shop owner will receive new and/or fresh perspectives through different lenses. As owners we get so close to our place that we sometimes forget that the old marketing sign from two years ago is still hanging in our front lobby or the broken ladder is propped up on a tool box.

While the shop owner is giving the tour and explaining work flows and shop design, there is idea exchange happening at all levels; visual and verbal. When you add in a side discussion with the tour participants; there is a big cache of learning going on.

The shop owner who is giving the tour in many cases will have their own ‘V8’ moment as they realize the solution to a problem they have been working on. The phenomena that you ‘learn when you teach’ is alive during shop tours.

However tour guides must be receptive to the bi-directional throughput. There is much to gain (learn) as your participants ask you to explain some of your why. Our industry has grown so much that shop operators are willing and encourage their peers to attend and give shop tours.

Participants must be willing to give and take as you see and question methods, processes, strategies and tactics of the entire operation. This is a no stress way to do a comparative review of your operation. Do not hesitate to take notes and pictures for reference. There are many unique ways to solve a problem or improve a system or process. You must always be improving.

Frank Scandura told me a few years ago that he uses a business principle called R & D to improve his business. He says Rip-off and Duplicate (R & D) has been a strong strategy for him.
 

Whenever you get a chance to receive or give a shop tour, never turn down the offer. You are helping the industry grow and improve by the transference of concepts and ideas.

Imagine if all automotive service professionals worked to improve themselves, their businesses and in-turn the industry. We need more unity in the industry, and we need to create a community supporting each other by exchanging ideas.

Collaboration is the key, there is no secret sauce. You are the reason your business is different. The culture you bring to your business is what makes you unique. How you implement your systems and processes may differ from other shops. There are a thousand ways to run a business. None run alike, unless they are branches. Sharing will help other shop owners improve and therefore we all win. Ever heard the term ‘There is enough business for everyone’?

Shop tours are one of the most unselfish contributions you can make to the industry. Participating in one gives you one the biggest opportunities as an entrepreneur to size up your operation with a colleague, ask a lot of questions and rush back to your shop to involve your team to help implement improvements that will improve your business.

If you have not been on a shop tour, start now. Offer up your place to colleagues in your area. Set the standard that if you come to theirs, every participant will offer up their shop for a tour. Watch how the local market elevates themselves to heights they never thought of before.

Listen to the shop tour episode of the Town Hall Academy www.remarkableresults.biz/a092/

 

Carm Capriotto
Aftermarket Influencer And Host Of Remarkable Results Radio and the Town Hall Academy Podcasts, Where the Business of the Aftermarket is Spoken.
www.remarkableresults.biz

JASPER® Race Products Performance Report

JASPER® Race Products Performance Report

Seven Top Ten Finishers at Martinsville use JASPER 4-Speed Transmissions

Kyle Busch, running a JASPER 4-Speed Transmission, finished third in Sunday's Monster Energy NASCAR Cup Series STP 500 at Martinsville Speedway.  Denny Hamlin was fifth, as drivers using JASPER products took seven of the top ten finishing positions at the checkered flag.

A recap of the results from this weekend's race at Martinsville Speedway follows.

Monster Energy NASCAR Cup Series - STP 500 - Martinsville Speedway

3rd      Kyle Busch #18 (JASPER 4-Speed Transmission)
5th      Denny Hamlin #11 (JASPER 4-Speed Transmission)
6th      Kevin Harvick #4 (JASPER 4-Speed Transmission)
7th      Clint Bowyer #14 (JASPER 4-Speed Transmission)
8th      Martin Truex, Jr. #19 (JASPER 4-Speed Transmission)
9th      Aric Almirola #10 (JASPER 4-Speed Transmission)
10th    Daniel Suarez #41 (JASPER 4-Speed Transmission)
13th    Ty Dillon #13 (JASPER 4-Speed Transmission)
17th    Bubba Wallace #43 (JASPER 4-Speed Transmission)
20th    Matt DiBenedetto #95 (JASPER 4-Speed Transmission)
26th    David Ragan #38 (JASPER 4-Speed Transmission)
30th    Erik Jones #20 (JASPER 4-Speed Transmission)
33rd    Corey Lajoie #32 (JASPER 4-Speed Transmission)
34th    Ross Chastain #15 (JASPER 4-Speed Transmission)
35th    Jeb Burton #52 (JASPER 4-Speed Transmission)
36th    Cody Ware #51 (JASPER 4-Speed Transmission)

 

Monster Energy NASCAR Cup Series 2019 Points Standings

1st      Kyle Busch #18 (JASPER 4-Speed Transmission)
2nd     Denny Hamlin #11 (JASPER 4-Speed Transmission)
3rd      Kevin Harvick #4 (JASPER 4-Speed Transmission)
6th      Aric Almirola #10 (JASPER 4-Speed Transmission)
7th      Martin Truex, Jr. #19 (JASPER 4-Speed Transmission)
13th    Clint Bowyer #14 (JASPER 4-Speed Transmission)
14th    Erik Jones #20 (JASPER 4-Speed Transmission)
16th    Daniel Suarez #41 (JASPER 4-Speed Transmission)
23rd    Ty Dillon #13 (JASPER 4-Speed Transmission)
24th    Matt DiBenedetto #95 (JASPER 4-Speed Transmission)
26th    David Ragan #38 (JASPER 4-Speed Transmission)
27th    Bubba Wallace #43 (JASPER 4-Speed Transmission)
30th    Corey Lajoie #32 (JASPER 4-Speed Transmission)
34th    Cody Ware #51 (JASPER 4-Speed Transmission)

 

How To Tech Tip - GM 3.6L Fuel System

JASPER offers the GM 3.6L LLT engine option, available with Direct Injection (GDI) fuel injectors, fuel rails, injector harnesses and a fuel rail pressure sensor pre-installed. Please click on following link for information about this option, this tech tip also explains how to install the fuel system components. https://youtu.be/fMDVTVzaoN8

Ready for Your Next Shop?

Ready for Your Next Shop?

I am one of the luckiest people in the industry, I get a chance to pull together smart people who have a passion for sharing and helping others. In the Town Hall Academy podcast panel discussions we cover the relevant topics of the automotive aftermarket.

One ongoing conversation in the podcast is consolidation. Now and even stronger in the future, competition with national and regional chains will grow. Can you compete? You betcha! Even with a single location you compete by offering what the larger chains are not, a deeper and lasting relationship with a loyal customer base. Alongside relationships, you are also going to need a great culture, dedicated people, well-honed processes, great systems, a culture of training, a professional environment for both customer and technician, great pay and benefits, the right tools and equipment and exceptional marketing.

For many service professionals that have built their well-oiled business, at some point they start to consider growing locations. That leap to your first, is a huge learning curve and if you and your company is poised for growth it may be time to pull the trigger.

Let this post serve up a few key pointers to help you align your thinking and plans on growing locations.

  • Consider growing in one of two ways. Either through acquisition of a competitor or finding a location and starting from scratch.
    • Many say acquisition of another shop gives you a base to work from.
  • Location is important.
    • You may be better off in a two-bay location in the center of town than a five-bay location on the outskirts of town.
    • Demographics are also very important to consider. Think about: what the income of your marketplace is? How many residents are within a five mile radius of shop. What is the average income?
  • Team Building.
    • You need to build your team before you expand.  Decide ahead of time who is going to lead the new shop and have your team train their replacements. You personally cannot run both at the same time.
    • If you have become a great leader and delegator, growth will become easier than if you are a control freak.
  • Confidentiality
    • Loose lips sink ships. The more people that know your plans the more expensive it will become! If you are negotiating an acquisition, the price could go up if a competitor discovers your plans. Ultimately, keep it private.
  • Discussions with your top advisors.
    • You need to listen, but remember they do not know your industry as well as you. Their advice is important, but put it in context too.
    • Your financial house must be in order before taking the plunge. Review your latest Balance Sheet, Profit or Loss Statement and Cash Flow Statement.
      • Cash Flow is as important as a Profit or Loss statement because it shows where your money is tied up and how it flows in and out of the business AND because many businesses, go out of business not because they are not profitable, but because they run out of cash.
    • Lawyers are paid to say no, however they must read every contract or agreement you sign.
    • Lastly, you need a strong relationship with your banker so they can react as fast as you need them too. They may suggest creative ways to finance the deal, but at the end of the day, wins.
  • Negotiations. Challenges. Either business or property.
    • Everything is negotiable and sometimes it is good to buy the land and other times renting will still make you a nice profit. If you do not have the funds to buy the property, set up a deal where you buy the business, maybe owner financing (win/win), then have it in the contract so in 5 years you can purchase the property. There are options.
    • Keep in mind sellers have their blood sweat and tears in their business and feel that their business is worth more than it really is unless the numbers prove it.
  • Due Diligence - a comprehensive process.
    • It is up to you to discover everything about the business you want to purchase. All financial information is up to you. This includes: Balance Sheet, Profit/Loss Statement, processes, procedures, payroll, systems, job descriptions, payroll and environmental issues of the property.
      • Be cautious if you get the information quickly and that it tells you something, if it takes way too much time, that tells you something.
      • Many sellers are overwhelmed with the request regarding the comprehensive nature of the due diligence process.
  • Mentor(s).
    • You need a mentor, you may even need two, but many in the industry are willing to help.
    • Understand what a mentor does, as it will help you see what is around the next corner.
    • You need to take their experiences and blend them into your own vision and talents.
  • Business coaches and consultants can help in a very big way.
  • Do not be afraid to ask for help or admit you do not understand something.
  • You will need to have a marketing budget. Retaining and growing customers is a hard cost.
    • If you bought an existing shop, you will need to promote to the existing customers.  Be prepared that you may lose some based on the change of ownership.
  • You will hit the wall.
    • It happens to everyone. Expect it. It will happen. You must be prepared for the wall, so it does not break you.

This is not the exact blue print to create your acquisition strategy, but these pointers will serve to get you thinking in the right direction. For some, adding additional locations is in your DNA, for some it is not. There is nothing wrong with growing a single location by adding bays and remodeling to keep up with the times. For many you are not done building your current business through culture, values, your marketing efforts, perfecting your processes, improving your systems, growing your leaders, improving quality and growing revenue and profits from your single location. Stay at it!

We have talked a lot about growth and expansion on the podcast. I want to direct you to a great Town Hall Academy titled, ‘First Moves When Opening a New Shop’ (THA 051).  We have also done panels on ‘Acquisition Strategies’ (THA 082) with some very successful multi- shop owners. These are two great webinars to sink your teeth into.

 

Carm Capriotto
Aftermarket Influencer and Host of Remarkable Results Radio and the Town Hall Academy Podcasts

JASPER Race Products Performance Report

JASPER® Race Products Performance Report

Kyle Busch, running a JASPER 4-Speed Transmission, finished third in Sunday's Monster Energy NASCAR Cup Series Pennzoil 400 Presented by Jiffy Lube.  Kevin Harvick was fourth, as drivers using JASPER products took five of the top ten finishing positions at the checkered flag.  On Saturday, Kyle rallied from a lap down to win Saturday's NASCAR Xfinity Series Boyd Gaming 300.  Austin Dillon was fourth, as drivers using JASPER products took five of the top ten positions at the finish.  Both races were held at Las Vegas Motor Speedway.

A recap of the results from this weekend's races at Las Vegas Motor Speedway follows.

Monster Energy NASCAR Cup Series - Pennzoil 400 Presented by Jiffy Lube - Las Vegas Motor Speedway

3rd      Kyle Busch #18 (JASPER 4-Speed Transmission)
4th      Kevin Harvick #4 (JASPER 4-Speed Transmission) - Stage 1 Winner
7th      Aric Almirola #10 (JASPER 4-Speed Transmission)
8th      Martin Truex, Jr. #19 (JASPER 4-Speed Transmission)
10th    Denny Hamlin #11 (JASPER 4-Speed Transmission)
13th    Erik Jones #20 (JASPER 4-Speed Transmission)
14th    Clint Bowyer #14 (JASPER 4-Speed Transmission)
17th    Daniel Suarez #41 (JASPER 4-Speed Transmission)
21st    Matt DiBenedetto #95 (JASPER 4-Speed Transmission)
26th    Bubba Wallace #43 (JASPER 4-Speed Transmission)
27th    Corey Lajoie #32 (JASPER 4-Speed Transmission)
28th    David Ragan #38 (JASPER 4-Speed Transmission)
29th    Ty Dillon #13 (JASPER 4-Speed Transmission)
31st    Parker Kligerman #96 (JASPER 4-Speed Transmission)
33rd    Ross Chastain #15 (JASPER 4-Speed Transmission)
35th    Cody Ware #51 (JASPER 4-Speed Transmission)
37th    BJ McLeod #52 (JASPER 4-Speed Transmission)
38th    Joey Gase #66 (JASPER 4-Speed Transmission)

Monster Energy NASCAR Cup Series 2019 Points Standings

2nd     Kevin Harvick #4 (JASPER 4-Speed Transmission)
3rd      Denny Hamlin #11 (JASPER 4-Speed Transmission)
4th      Kyle Busch #18 (JASPER 4-Speed Transmission)
8th      Martin Truex, Jr. #19 (JASPER 4-Speed Transmission)
9th      Eric Jones #20 (JASPER 4-Speed Transmission)
11th    Aric Almirola #10 (JASPER 4-Speed Transmission)
13th    Clint Bowyer #14 (JASPER 4-Speed Transmission)
18th    Daniel Suarez #41 (JASPER 4-Speed Transmission)
22nd   Ty Dillon #13 (JASPER 4-Speed Transmission)
24th    Matt DiBenedetto #95 (JASPER 4-Speed Transmission)
27th    David Ragan #38 (JASPER 4-Speed Transmission)
28th    Corey Lajoie #32 (JASPER 4-Speed Transmission)
30th    Bubba Wallace #43 (JASPER 4-Speed Transmission)
34th    Cody Ware #51 (JASPER 4-Speed Transmission)

NASCAR Xfinity Series - Boyd Gaming 300 - Las Vegas Motor Speedway

1st      Kyle Busch #18 (JASPER 4-Speed Transmission)
4th      Austin Dillon #10 (JASPER 4-Speed Transmission) 
8th      Chase Briscoe #98 (JASPER 4-Speed Transmission)
9th      Cole Custer #00 (JASPER 4-Speed Transmission) - Stage 1 Winner
10th    Justin Haley #11 (JASPER 4-Speed Transmission)
13th    Christopher Bell #20 (JASPER 4-Speed Transmission)
28th    Brandon Jones #19 (JASPER 4-Speed Transmission)

 

JASPER® Race Products Performance Report

JASPER® Race Products Performance Report

Martin Truex, Jr., running a JASPER 4-Speed Transmission, finished second in Sunday's Monster Energy NASCAR Cup Series Folds of Honor QuikTrip 500.  Kevin Harvick was fourth, and Clint Bowyer was fifth.  Drivers using JASPER products took three of the top five finishing positions, and seven of the top ten, at the checkered flag.  Christopher Bell, also running a JASPER 4-Speed Transmission, led 142 of 163 laps en route to winning Saturday's NASCAR Xfinity Series Rinnai 250.  Cole Custer was second, and Brandon Jones was fourth. Drivers using JASPER products took three of the top five finishing positions, and five of the top ten, at the finish.  Both races were held at Atlanta Motor Speedway.

A recap of the results from this weekend's races at Atlanta Motor Speedway follows.

Monster Energy NASCAR Cup Series - Folds of Honor QuikTrip 500 - Atlanta Motor Speedway

2nd     Martin Truex, Jr. #19 (JASPER 4-Speed Transmission)
4th      Kevin Harvick #4 (JASPER 4-Speed Transmission) - Stage 2 Winner
5th      Clint Bowyer #14 (JASPER 4-Speed Transmission)
6th      Kyle Busch #18 (JASPER 4-Speed Transmission)
7th      Erik Jones #20 (JASPER 4-Speed Transmission)
8th      Aric Almirola #10 (JASPER 4-Speed Transmission)
10th    Daniel Suarez #41 (JASPER 4-Speed Transmission)
11th    Denny Hamlin #11 (JASPER 4-Speed Transmission)
16th    David Ragan #38 (JASPER 4-Speed Transmission)
25th    Ty Dillon #13 (JASPER 4-Speed Transmission)
26th    Matt DiBenedetto #95 (JASPER 4-Speed Transmission)
27th    Bubba Wallace #43 (JASPER 4-Speed Transmission)
29th    Corey Lajoie #32 (JASPER 4-Speed Transmission)
30th    Parker Kligerman #96 (JASPER 4-Speed Transmission)
31st    Ross Chastain #15 (JASPER 4-Speed Transmission)
32nd   BJ McLeod #52 (JASPER 4-Speed Transmission)
33rd    Cody Ware #51 (JASPER 4-Speed Transmission)

Monster Energy NASCAR Cup Series 2019 Points Standings

1st      Denny Hamlin #11 (JASPER 4-Speed Transmission)
2nd     Kevin Harvick #4 (JASPER 4-Speed Transmission)
3rd      Kyle Busch #18 (JASPER 4-Speed Transmission)
7th      Erik Jones #20 (JASPER 4-Speed Transmission)
9th      Clint Bowyer #14 (JASPER 4-Speed Transmission)
11th    Aric Almirola #10 (JASPER 4-Speed Transmission)
12th    Martin Truex, Jr. #19 (JASPER 4-Speed Transmission)
19th    Ty Dillon #13 (JASPER 4-Speed Transmission)
20th    Daniel Suarez #41 (JASPER 4-Speed Transmission)
26th    Matt DiBenedetto #95 (JASPER 4-Speed Transmission)
27th    David Ragan #38 (JASPER 4-Speed Transmission)
28th    Corey Lajoie #32 (JASPER 4-Speed Transmission)
32nd   Bubba Wallace #43 (JASPER 4-Speed Transmission)
34th    Cody Ware #51 (JASPER 4-Speed Transmission)

NASCAR Xfinity Series - Rinnai 250 - Atlanta Motor Speedway

1st      Christopher Bell #20 (JASPER 4-Speed Transmission) - Stage 1 & Stage 2 Winner
2nd     Cole Custer #00 (JASPER 4-Speed Transmission) 
4th      Brandon Jones #19 (JASPER 4-Speed Transmission)
6th      Jeffrey Earnhardt #18 (JASPER 4-Speed Transmission)
8th      Justin Haley #11 (JASPER 4-Speed Transmission)
15th    Chase Briscoe #98 (JASPER 4-Speed Transmission)

 

JASPER Race Products Performance Report

JASPER® Race Products Performance Report

Hamlin, Busch, Jones, 1-2-3 at Daytona with JASPER 4-Speed Transmission

Denny Hamlin, running a JASPER 4-Speed Transmission, won Sunday's Monster Energy NASCAR Cup Series Daytona 500.  Joe Gibbs Racing teammates Kyle Busch was second, and Erik Jones was third.  Drivers using JASPER products took three of the top five finishing positions, and five of the top ten, at the checkered flag.  Brandon Jones, also running a JASPER 4-Speed Transmission, finished second in Saturday's NASCAR Xfinity Series NASCAR Racing Experience 300.  Drivers racing JASPER products took two of the top ten positions at the finish.  Both races were held at Daytona International Speedway.

A recap of the results from this weekend's races at Daytona International Speedway follows.

Monster Energy NASCAR Cup Series - Daytona 500 - Daytona International Speedway

1st      Denny Hamlin #11 (JASPER 4-Speed Transmission)
2nd     Kyle Busch #18 (JASPER 4-Speed Transmission) - Stage 1 Winner
3rd      Erik Jones #20 (JASPER 4-Speed Transmission)
6th      Ty Dillon #13 (JASPER 4-Speed Transmission)
10th    Ross Chastain #15 (JASPER 4-Speed Transmission)
15th    Parker Klingerman #96 (JASPER 4-Speed Transmission)
18th    Corey Lajoie #32 (JASPER 4-Speed Transmission)
19th    BJ McLeod #51 (JASPER 4-Speed Transmission)
20th    Clint Bowyer #14 (JASPER 4-Speed Transmission)
26th    Kevin Harvick #4 (JASPER 4-Speed Transmission)
28th    Matt DiBenedetto #95 (JASPER 4-Speed Transmission)
30th    David Ragan #38 (JASPER 4-Speed Transmission)
32nd   Aric Almirola #10 (JASPER 4-Speed Transmission)
33rd    Daniel Suarez #41 (JASPER 4-Speed Transmission)
35th    Martin Truex, Jr. #19 (JASPER 4-Speed Transmission)
38th    Bubba Wallace #43 (JASPER 4-Speed Transmission)
39th    Cody Ware #52 (JASPER 4-Speed Transmission)

Monster Energy NASCAR Cup Series 2019 Points Standings

1st      Denny Hamlin #11 (JASPER 4-Speed Transmission)
3rd      Kyle Busch #18 (JASPER 4-Speed Transmission)
5th      Erik Jones #20 (JASPER 4-Speed Transmission)
10th    Ty Dillon #13 (JASPER 4-Speed Transmission)
14th    Kevin Harvick #4 (JASPER 4-Speed Transmission)
16th    Clint Bowyer #14 (JASPER 4-Speed Transmission)
20th    Matt DiBenedetto #95 (JASPER 4-Speed Transmission)
21st    Aric Almirola #10 (JASPER 4-Speed Transmission)
22nd   Corey Lajoie #32 (JASPER 4-Speed Transmission)
26th    Daniel Suarez #41 (JASPER 4-Speed Transmission)
28th    Martin Truex, Jr. #19 (JASPER 4-Speed Transmission)
29th    David Ragan #38 (JASPER 4-Speed Transmission)
30th    Bubba Wallace #43 (JASPER 4-Speed Transmission)
34th    Cody Ware #52 (JASPER 4-Speed Transmission)
36th    Ross Chastain #15 (JASPER 4-Speed Transmission)
37th    Parker Klingerman #96 (JASPER 4-Speed Transmission)
38th    BJ McLeod #51 (JASPER 4-Speed Transmission)
42nd   Joey Gase #66 (JASPER 4-Speed Transmission)

NASCAR Xfinity Series - NASCAR Racing Experience 300 - Daytona International Speedway

2nd     Brandon Jones #19 (JASPER 4-Speed Transmission)
6th      Christopher Bell #20 (JASPER 4-Speed Transmission) 
12th    Chase Briscoe #98 (JASPER 4-Speed Transmission)
13th    Ross Chastain #10 (JASPER 4-Speed Transmission) - Stage 2 Winner
14th    Cole Custer #00 (JASPER 4-Speed Transmission)
15th    Jeffrey Earnhardt #18 (JASPER 4-Speed Transmission)
17th    Justin Haley #11 (JASPER 4-Speed Transmission) - Stage 1 Winner

 

Customer Service at the Highest Level

Customer Service at the Highest Level

When someone asks you to think of a company in your town known for excellent customer service, most people have a hard time thinking of more than one. Sometimes none. Are you one of them? Can you be?

The process of becoming world class in customer service is a difficult journey and requires much more than an occasional meeting, poster on the wall or slogan. It is a process, not an event. It requires commitment from the CEO that is practiced with every move and decision.

Some organizations rise to temporary success in this area, but soon fall back to mediocrity. Still, most businesses today have a goal of delivering excellent service to their customers and yet their customers could not put them in high esteem.

Very few teams understand that reaching a high level of service requires a change in culture and successful implementation of many processes while creating an outstanding customer experience.

Why is culture necessary in a top service company? We are in an age of technology and commodities along with more competition than ever. Search and reviews have made it so easy to find automotive service and distinguishing yourself from the competition involves every associate providing unparalleled customer service. A huge part of the building blocks of superior customer service is the trust factor. Is your customer at ease? Do they feel safe when doing business with you? Do they feel that they have a relationship? Is their experience with your company like no other automotive service experience they have ever had? Keep in mind that bad customer service experiences will hurt you and your brand. You heard the saying that customers love to tell friends and family about their bad experiences. On average an unhappy customer will tell at least nine people about their bad experience and the secondhand conversations can also be damaging to your reputation. You cannot afford even one bad review.

The process of creating, managing and maintaining a culture of service is hard work. It starts with the buy-in of your entire team. Be sure they are involved in the creation of your ‘creed’ and the processes it will take in making it the foundation of your business. Do this and your team will notice the change in your customer. You will hear ‘how great it is to do business with your company’ and new customers will find you because they will seek out what you offer through word of mouth and five-star reviews. Customers will value how they are treated and the positive experiences you have created for them and they will hopefully reward you with their business.

So now, let’s talk culture for a minute. Culture is the combination of behaviors, actions and attitudes that define an organization. Having an overarching culture is the foundation to creating a five-star customer experience. What behaviors can you look at and use that define your culture? Do you or your associates spring into action when a customer walks in your door or when they call?  What attitudes characterize the way you think about servicing your customers? Do you show respect to your customers? Are you helping each other improve?

The greatest service companies (and you will be one of them) are known for consistently delivering excellent service. They have invested a lot of time and resources to ensure each associate does not have to be reminded of the standard of service they provide every day. It becomes second nature! They know what to do every day in different circumstances and do it without their supervisors watching. They make strong customer centered decisions that exceed expectations. But it only happens if the culture of the company has exceptional customer service as one of its foundations.

As a side thought regarding your culture, here is another very powerful adage: Take care of your people and they will take care of your customers or “If you make a big deal out of little things, then the little things won’t become a big deal” David Dennis. Leaders must have passion for details, but our associates at every level in our organization must see the value in doing even the smallest task with excellence. Great organizations are built on the shoulders of associates who do their assigned tasks with precision and passion. Each person can positively or negatively impact a customers experience by the way he or she smiles, greets, speaks, looks and listens.

Plan on 2019 being “the year of the customer”. Set a goal of 50 five-star reviews in the next six months. You may already be there, but keep putting in the work to keep that level going. If you are not there yet, pull the team together. Talk to you customers. Catch them in your waiting room or call them, ask about their service experience and evaluate every transaction. What could have been done better? Exceptional customers service cannot be transmitted via telepathic waves. You cannot wish it. Stop hoping, or even wishing, that your team delivers exceptional customer service. Define it and set accountability to it one customer experience at a time.

 

Carm Capriotto, AAP
716-523-4915
Connecting people that care about building a stronger aftermarket.
www.remarkableresults.biz
Town Hall Academy LIVE every Friday at 12 Noon EST
www.remarkableresults.biz/academy

Carm Capriotto: Seeding Our Future Technicians is Your Responsibility

Seeding Our Future Technicians is Your Responsibility.

I keep hearing about that greatest challenge in the aftermarket, a technician shortage. Recently instead of listening to the ‘woe is me’ story, I asked, ‘How are we going to fix it?’ and no surprise, there were great answers to this question.

The top solutions to the tech shortage are not new, but they will require action and if we do nothing to close the gap we have no one to blame but ourselves. We are hurting on a few different fronts mainly with the lack of young people enrolling in automotive CTE programs (Career and Technical Education) at both high-school and college levels, and the poaching of our technicians from other industries that are also desperately in need of technicians, including: diesel, fleet, government, and fork lift among others.

The fix is not an easy task and will require a level of volunteerism like we have never seen before in our industry. If you have ever searched for a technician, and you do not want to be in that position again, then let that feeling drive your decision to change.

Shop owners must understand that their future and the future of our industry is to involve our young people into appreciating the automotive world. There is a lot of momentum that makes the automotive world attractive today. Simply put, we are driving a computer-controlled machine that is connected to the world which can be an attractive talking point to young people who want to work with their hands and computers.

So, is it enough to tell the kids, “Hey would you like to work on high tech computer-controlled cars?” Maybe not. Who we need to tell are their parents. That does not mean that we stop talking to the kids and hope that they tell their parents, instead we need to talk to our middle school parents, counselors, principals and superintendents. We do this by volunteering for advisory committees, speaking at career days, talking to the rotary clubs, chambers and the many other local volunteer service groups in your community. If we do not sell/recruit our industry at the middle school and parental level, we miss our chance when career paths start to form.

Do not wait for an invite, walk into a high school and ask about their automotive program and ask to be involved; same for college (post-secondary). Most need advisory board members, especially independents to get involved. They need your support to help grow their program and engage their students.

We have a vibrant auto care industry with 535,508 registered business, and 278 million registered motor vehicles. The auto care industry reached $368 billon in 2016 and it is projected that vehicles in operation will increase by 10.4% by 2021. The auto care industry employs 4.6 million professionals. Speaking of vibrant and opportunistic.

Here are some important elements of your contribution that goes beyond the schooling if we are to fix our tech shortage.

  • Start holding Automotive STEM classes for middle schoolers in your shop. They will be so impressed to learn about the “rolling computer”.

  • Create a summer boot camp for students who want to learn about the automotive industry.

  • Get involved with high school and post-secondary education. You can join an advisory board and simply ask what they need and then set out to help fulfill those needs.

  • Develop a comprehensive apprentice program - they are available with government help.

  • Improve the integration of our young people into the industry.

     

For much of our image and career pathing problems we need to look internally, maybe even research why entry technicians left the industry. Check your business culture, work environment, commitment to training, pay and benefits, tooling, image, marketing, etc. There is a ground swell from independent shop owners that are making improvements to their businesses in the form of margin and labor rate improvements and managing their key performance numbers. They realize that a stronger bottom line and improved business culture will help negate the technician shortage because they can retain and recruit talent from a stronger position.

If we get involved and talk up our exciting trade the message will start to be discussed at the dinner table. Let us be proud of the industry we earn our living with, where technology is ruling every new advancement and will require talented, computer ‘nerds’ to repair today and tomorrows future transportation needs. Welcome the parents, kids and teachers to your place and share the future.

 

Carm Capriotto, AAP
716-523-4915
Connecting people that care about building a stronger aftermarket.
www.remarkableresults.biz
Town Hall Academy LIVE every Friday at 12 Noon EST
www.remarkableresults.biz/academy