Maximum Octane


A Thousand and One Reasons To Share Metrics with Ken Martin

Ep. 47

Kenneth Martin joins us today to discuss a subject that is often treated as taboo by most shop owners and has the potential to literally take your business to the next level: metrics.

Ken is a Process Mastery Instructor, Consultant, and Analyst at the Automotive Training Institute. He has over 35 years of experience in the industry and has owned a collision repair center for 17 years. He is also an I-CAR state chairman for Arizona and an I-CAR National Advisory Council Member.  

In this episode, Ken shares why most shop owners should share their metrics with their internal customers and the multiple benefits of doing it. We learn why metrics are vital for businesses and why almost anyone is talking about them. Ken explains that by sharing our metrics with internal customers, we create a transparent and trustworthy environment and simultaneously increase their loyalty and productivity. 

Ken also explains how sharing metrics brings teams together as a whole, makes reaching goals and objectives easier, and avoids the proliferation of damaging assumptions about how businesses profit and margins. 

In This Episode, You Will Learn:

  • Why metrics are so vital for any company (2:18)
  • What sharing metrics with your internal customers can do for your business (3:39)
  • How sharing metrics can debunk wrong assumptions about you and your business (5:13)
  • How to make your internal customers know their voice is heard in the company (8:55)
  • How metrics can help you improve your incentives and compensations system (20:53)
  • Ken shares his thoughts on unproductive habits and how to get rid of them (25:41)

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More Episodes


Two Blessings In Disguise with Gilda Dyckman

Ep. 57
Today's episode is special in the whole extension of the word because Gilda Dyckman joins us to tell the story of her identical twins, Troy and Brent. The twins, now 22, were blessed with an autism diagnosis, and since they arrived in Gilda and her husband's lives, they did nothing but bring joy, good laughs, and tons of teachings about love, empathy, patience, and compassion. Gilda has owned Cars Muffler & Automotive since 1996, where she recently hired Brent to help her with filing and reconciling statements. Throughout our conversation, Gilda shares details of the twins' journey to incorporate into the American workforce. The challenges they face to get a job and the bitter flavor of negatives from shop owners who (sometimes) can't grasp the value exceptional adults can add to their businesses. Gilda also debunks some myths about the supposed dangers of hiring special people, explains why sometimes an autistic person might be perfect for specific jobs, and so much more.  In This Episode, You Will Learn:A bit about Gilda's challenging and fun journey (3:31)Some differences between Troy and Brent (6:25)A proposal Brent had to think about for a couple of days (10:33)What are ILS and Tailor Services, and how do they work (17:21)How Trey and Brent changed life also at Cars Muffler & Automotive (23:08)Why hiring exceptional adults is an excellent idea (27:04)Resources:Cars Muffler & Automotive websiteCollective Social Services website. Regional Centers in CaliforniaConnect with Gilda:LinkedInLet's connect:LinkedInFacebookEmail:

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: