Maximum Octane


Focusing On Individuality To Improve The Collective with JeanAnn St Grace

Ep. 56
What kind of vehicle are you? A semi-truck that needs a defined plan and route before hitting the road; a sports car, fast, agile, and always looking for shortcuts; or perhaps a diesel truck, a constant, consistent performer, who needs supervision and steady direction, but who always delivers? What about your internal customers? What kind of vehicles are they? In today's episode, JeanAnn St Grace visits us to share her unique view on group management, customer service, and how we react to and deal with our emotions. She is the Founder of The Simple Heart Sanctuary, a space dedicated to helping people take control of their healing journey. She highlights the importance for shop owners of knowing themselves before guiding internal customers, how we can use technology to create "owner manuals" on how to run a business, why it is crucial to embrace internal customers' uniqueness, and so much more. In This Episode, You Will Learn:How car issues can turn into personal issues (3:10)Once you are in crisis mode, you're incapable of operating at any level (6:53)Different people can't be managed exactly the same (10:25)What kind of vehicle are you? (12:41)Emotions are like a wave (22:34)How to create (and use) an "owner manual" (28:02)Resources:The Simple Heart Sanctuary websiteThe Simple Heart Sanctuary InstagramThe Simple Heart Sanctuary YouTubeConnect with JeanAnn:InstagramLet's connect:LinkedInFacebookEmail:

The Forever WOW Experience Approach with Charlene Parlett

Ep. 52
When new customers visit a shop, the unwritten rule is to give them the best treatment possible, providing that potential new client with a WOW experience. If the experience is satisfying enough, the new customer will undoubtedly recommend that shop to friends and close ones. Still, what about the second, third, or fourth time that same customer visits the shop? In today's episode, Charlene Parlett joins us to unravel precisely where most business and shop owners fail when creating memorable customer experiences. Charlene is an Executive, Leadership, Confidence, and Life Coach, passionate about helping business owners and their clients reach their dreams and accomplish their goals. Charlene is also a Certified Profit First Professional and an eternal student who loves to keep herself constantly learning. Throughout our conversation, Charlene shared a few examples of where most business owners drop the ball regarding client satisfaction and retention. We discuss the FWE (Forever WOW Experiences) approach and what should happen when customers visit our shop for the second time after a unique first experience. Charlene also shared her thoughts on providing internal customers with five-star experiences, some examples of businesses providing solid FWEs experiences, and so much more. In This Episode, You Will Learn:What is the FWE, and why should most businesses incorporate and systemize it (8:27)Why customers should enjoy the same experience every time they visit our store (10:13)Where do most business and shop owners drop the ball (16:28)Consistency is critical in customer service (24:03)You can't provide five-star treatment if you don't know how it looks like (27:19)How much is the extra cost of delivering WOW experiences? (32:54)Connect with Charlene:LinkedInLet's connect:LinkedInFacebookEmail:

Why You Should Never Be Too Busy For Marketing with Dave Martin

Ep. 51
The life of an auto repair shop owner is so fast-paced, so full of thousands of things to think about, that even if they try to squeeze in a couple of hours a week for marketing, they never can. Meet Dave Martin, second-generation owner of Martin's AUTO REPAIR, a shop that has been in business for the last 51 years. After many years of thinking about investing more time and money in marketing and never finding a slot in his schedule to do it, he made a life-changing decision.  In this episode, we explore why most shop owners decide to "leave marketing for when they have more time" and why marketing vibes are taboo (ish) in the industry. Dave shares his experiences marketing his business, how he solved the issue of never having time for it, and some of the most creative campaigns he ran at Martin's AUTO REPAIR. We also talk about setting the expectations correctly before starting a marketing campaign, the importance of measuring ROIs, and so much more. In This Episode, You Will Learn:About Dave and his role in the community (4:41)Why do most shop owners feel they don't have time to market their businesses (8:47)Consistency is everything in marketing (10:34)How to create realistic expectations for your marketing strategies (16:31)Thinking outside of the box and creating unique experiences for your customers (19:59)Resources:Martin's AUTO REPAIR websiteParker's Crazy Cookies websiteConnect with Dave:LinkedInLet's connect:LinkedInFacebookEmail:

Hurricanes, Real Heroes, and the Ones Who Keep America Going

Ep. 50
Today's episode proposal is slightly different as we still deal with Hurricane Ian's aftermath. The first sensation that comes to mind is gratitude for staying healthy and being so blessed. I've been lucky enough to stay safe, to have plenty of water and food, and to have my house barely touched by the Category 4 storm, with only minimal damage. Still, as the city stands on its feet again, I thought it was a good idea to bring up some interesting facts that we only realize when things like a natural disaster force us to. We go through the importance of checking and being on top of our insurance details. What should we be looking at, what are our deductibles, and how can we prepare so we are not surprised in the future? It is also a great chance to look at those who keep things going, recognize the underrated value of blue-collar workers, encourage our kids to work in the trades, and stop overestimating the importance of college degrees. Lastly, I invite you to ignore the cynical version of society we know and find and praise the real heroes, the good people. In This Episode, You Will Learn:Why it is crucial to pay attention to our insurance's details (3:18)The underappreciated work of blue-collar workers and their job (5:15)The heroes we deserve, and need (7:57)About the need to spread positivity and actively look to help others (12:40)Let's connect:LinkedInFacebookEmail:

Retirement In the Mirror May Be Closer Than It Appears with Jim Groves

Ep. 49
Many shop owners' retirement plan is getting out of their business feet first. That is a plan, but it is not a good plan. Retirement is unavoidable, it may feel far away from now, but it'll come, and spoiler alert, it is not cheap. In this episode, Jim Groves joins us to talk about the endgame, a sensitive subject that many business owners prefer to ignore or leave for later. Jim is a Sales Manager at ATI and a Senior Business Consultant and Instructor with over 25 years of experience in the automotive industry. Throughout our conversation, Jim shared his thoughts on why business and shop owners should include building their retirement plans in their daily operations. He explained why it is so easy to be dragged by getting things done and forgetting about retirement and why it is not a good idea to "leave it for later."Jim also shared some real-world examples of how retirement might be a little bit more expensive than we think, the difficulties we might find in the future if we don't prepare ourselves properly, and much more. In This Episode, You Will Learn:How prepared are we for retirement? (2:53)Leaving your business feet first is not a really good plan (4:03)Who will pay for your hobbies when your business' revenue is not there? (9:10)Retirement might be closer than you think (13:24)When is the best time to start putting money aside for your retirement (18:19)Have you thought about what a dollar from today will buy in 15, 20 years? (23:55)Ignorance about retirement is not bliss (31:23)Connect with Jim:LinkedInLet's connect:LinkedInFacebookEmail:

The Destructive Power of Toxic Employees with Keith Katz

Ep. 48
As shop owners, the price we pay for coping with toxic employees is higher than we think. Meet Keith Katz and learn about his story of dealing with a toxic employee for almost a year, which affected his business and health and made him lose several valuable internal customers. Keith has been part of the automotive industry since 1981 and a shop owner since 1998, when he founded Quality Service Center in York, Pennsylvania. We delve into why Keith hired this toxic employee in the first place, the time it took him to realize how this person was affecting his business and his health, and the red flags he ignored he most certainly won't neglect again. Keith depicts some typical toxic behaviors every shop owner should look for, shared examples of how dealing with this person affected him personally and professionally, and the feedback he got after letting the toxic employee go. Keith also shared a beautiful message about friendship and an excellent example of how important it is to have someone in our corner, especially when we can't figure out why showing up at our own shop feels like torture. In This Episode, You Will Learn:How did the story of Keith and his toxic employee start (4:28)The toxic environment's first victim. Keith loses a tenured internal customer (5:56)How to spot a toxic employee before it is too late (7:39)When toxic employees hold an entire organization hostage (12:19)Why some shop owners maintain a toxic employee (16:49)When we start hating going to work in our own shop (23:42)As shop owners, sometimes we have to remember who makes the rules (30:12)Sometimes, a friend's hug is all we need (32:58)Resources:Quality Service Center's websiteConnect with Keith:LinkedInLet's connect:LinkedInFacebookEmail: