Remarkable Results Radio Podcast

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode
Building a successful auto repair business isn't just about hiring great people; it's about creating a culture where the right people can thrive.

In this episode of Episodic Education, Carm Capriotto welcomes Matt Lachowitzer, founder of Matt's Automotive Center, to discuss the leadership principles that helped grow his company to 11 locations. Matt shares why protecting culture sometimes means making difficult personnel decisions, how investing in employee development fuels long-term success, and why great leaders always begin by looking in the mirror.

What You'll Learn
Why one employee who doesn't fit your culture can create organizational drag.
When letting go of a top performer is the best decision for your team.
How leaders should evaluate their own role before blaming an employee's performance.
How 29-day customer follow-up calls build trust and long-term loyalty.
How company-wide training events reinforce culture and accelerate growth.
The leadership mindset required to build a business that succeeds without depending on one person.


Strong businesses are built by protecting culture, developing people, and leading with both accountability and compassion. Matt's leadership philosophy demonstrates that long-term success comes from investing in your team, making values-based decisions, and creating an organization where everyone has the opportunity to grow.

Matt Lachowitzer, Matt’s Automotive Service Center, Fargo-Moorhead, North Dakota and Minnesota. Listen to Matt’s previous episodes HERE

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://remarkableresultsradiopodcast.captivate.fm/napaautocare  
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:


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
Special 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:Facilitating Wisdom Through Story Telling and Open Discussion.https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z:From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.https://mattfanslow.captivate.fm/
Business by the Numbers: Understand the Numbers of Your Business with CPA Hunt Demarest.https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level.https://autorepairmarketing.captivate.fm/
The Weekly Blitz: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.https://chriscotton.captivate.fm/
Speak Up! Effective Communication: Develop Interpersonal and Professional Communication Skills with Craig O'Neill.https://craigoneill.captivate.fm
https://remarkableresultsradiopodcast.captivate.fm/napaautocare

Thanks to our Partners, NAPA TRACS, Today's Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode















Your posted labor rate may not be the labor rate you're actually collecting, and that gap could be costing your shop thousands of dollars every month.

In this episode, Carm Capriotto is joined by Andy Adams, a shop owner and business coach, and Rob Sperring, a service manager, to explain why the Effective Labor Rate (ELR) is one of the most overlooked yet impactful performance metrics in the auto repair industry. They break down why ELR falls short, how it affects profitability, and the practical steps every shop owner can take to close the gap.

What You'll Learn
What Effective Labor Rate (ELR) is and why it matters more than your posted door rate.
Why healthy shops should collect at least 90 percent of their posted labor rate.
How unbilled diagnostic time, underpriced canned jobs, and complimentary inspections reduce profitability.
Why excessive discounting, even with good intentions, can quietly erode your bottom line.
How shifting consumer buying habits make labor profitability more important than ever.
Why improving ELR creates opportunities to increase technician compensation and strengthen your business.
How auditing repair orders can uncover missed labor opportunities and unnecessary discounts.
Why updating your labor matrix and canned jobs can immediately improve financial performance.
How sharing KPI's (key performance indicators) with your team builds ownership and accountability throughout the shop.


Effective Labor Rate is more than a financial matrix; it's a direct measure of how well your shop captures the value of the work it performs. By understanding where labor revenue is being lost and making intentional operational improvements, shop owners can increase profitability, invest in their teams, and build a stronger, more sustainable business.

Rob Sperring, Grand Rapids Motorcar, Grand Rapids, MI

Andy Adams, Adams Garage, Terre Haute, IN. Coach at Repair Shop of Tomorrow

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:


























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 Podcast with Carm Capriotto: Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z:...

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode
What does it take to build one of the fastest-growing auto repair businesses while leveraging artificial intelligence to improve performance at every level?

In this episode, Carm Capriotto welcomes Jesse Jackson, Founder and CEO of Mango Automotive, to discuss how she scaled from zero to eight locations in less than five years. Jesse shares the leadership lessons learned through rapid growth, how custom AI tools are helping improve customer experience and operational consistency, and why she believes it's time to rethink how independent shop owners plan their exit from the industry.

What You'll Learn
How Mango Automotive expanded from a startup to eight locations through strategic acquisitions.
The leadership challenges that come with rapid growth and why building a corporate support team became essential.
The three cultural principles that drive employee engagement: never yell, bonus well, and have fun.
How AI is being used to measure standard operating procedures and improve accountability.
Why analyzing phone conversations with AI helps advisors convert more callers into customers.
How providing realistic price ranges over the phone can improve appointment conversion rates.
How AI-driven follow-up processes dramatically increased maintenance rebooking rates.
Practical ways any shop owner can use tools like ChatGPT or Claude to evaluate service advisor performance without spending hours reviewing phone calls.
Why thousands of shop owners approaching retirement may be leaving significant business value on the table.
How Jesse's cooperative exit model could help independent shop owners achieve substantially higher business valuations than traditional private equity acquisitions.


Artificial intelligence isn't replacing great leadership; it's making great operators even better. Combined with a strong culture, measurable processes, and innovative thinking about business ownership, AI can help repair shops improve customer experience, scale more effectively, and create greater long-term value for both.

Jesse Jackson, CEO, Mango Automotive, 8 locations

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:


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
Special 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:Facilitating Wisdom Through Story Telling and Open Discussion.https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z:From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.https://mattfanslow.captivate.fm/
Business by the Numbers: Understand the Numbers of Your Business with CPA Hunt Demarest.https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level.https://autorepairmarketing.captivate.fm/
The Weekly Blitz: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.https://chriscotton.captivate.fm/
Speak Up! Effective Communication: Develop Interpersonal and Professional Communication Skills with Craig O'Neill.https://craigoneill.captivate.fm

Thanks to our Partners, NAPA TRACS, Today's Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode















Artificial intelligence is rapidly changing how consumers search for auto repair services, and shop owners who don't adapt risk becoming invisible online.

Carm Capriotto welcomes Heather Myers, Chief Technology Officer at KUKUI, and Connor Tracy, Director of Partner Development at KUKUI, to explain how AI-powered search is transforming local marketing. They separate fact from fiction, share practical strategies for improving AI visibility, and explain why strong marketing fundamentals remain the key to long-term success.

What You'll Learn
Why optimizing your Google Business Profile remains the most important step for local AI search visibility.
How AI platforms like ChatGPT and Google's Gemini use consistent business listings to recommend local repair shops.
Why maintaining accurate Name, Address, and Phone (NAP) information across online directories is more critical than ever.
How AI now crawls social media platforms for business information and why authentic, human-created content improves discoverability.
What "Google jail" is, how AI is filtering reviews, and why violating Google's review policies can seriously damage your online presence.
Why review gating and incentivized reviews can put your business at risk.
How to use AI effectively by following the principle of "trust but verify."
Why better prompting leads to better AI-generated results and how to avoid incomplete or misleading responses.


AI is changing the way customers find and evaluate repair shops, but success still depends on the fundamentals. Accurate business listings, a well-maintained Google Business Profile, authentic content, ethical review practices, and thoughtful use of AI tools will position your shop to earn trust, improve visibility, and convert online searches into paying customers.

Heather Myers, Chief Technology Officer at KUKUI

Connor Tracy, Director of Partner Development at KUKUI, Listen to Connor'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:


























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 Podcast with Carm Capriotto: Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
Diagnosing the Aftermarket A to

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video EpisodeWhat if your shop operated like a championship team, where everyone knew the score and was motivated to win together?
Gerry Frank, business coach and former shop owner of 35 years, joins Carm Capriotto to explain how gamification can transform an auto repair business by increasing profitability, accountability, and employee engagement. Rather than relying on pressure or incentives alone, Gerry shares a practical system that turns daily performance into a shared game built around visibility, ownership, and teamwork.
What You'll Learn
Why diagnosing the real business problem is more important than applying quick fixes.
How visible scoreboards create accountability and keep the entire team focused on shared goals.
Why technicians and service advisors should update their own scores instead of management.
Which key performance indicators matter most, including car count, billable hours, margins, and hours presented.
Why aligning the front and back of the shop creates stronger teamwork and better customer outcomes.
How storytelling helps employees understand the importance behind the numbers.
A leadership approach that improves performance by focusing on results instead of criticizing people.

Gamification isn't about making work feel like a game, it's about giving every employee clear goals, measurable results, and ownership of their performance. When leaders diagnose problems correctly, track meaningful metrics, and connect the numbers to a larger purpose, they create a culture where accountability, engagement, and profitability naturally grow. Gerry Frank, former shop owner, trainer and coach for Maverick Shop Owners Want a more profitable shop? Start with your service advisor. They are the face of your business, the voice on the phone, and the key to every approved repair. Download 'Words That Work - The Service Advisor's Complete Phone Scripts Playbook at https://serviceadvisortraining.com/ Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-careNAPA 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/
SPONSOR: NAPA Auto Care
Connect with the Podcast:
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
Special 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:Facilitating Wisdom Through Story Telling and Open Discussion.https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z:From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.https://mattfanslow.captivate.fm/
Business by the Numbers: Understand the Numbers of Your Business with CPA Hunt Demarest.https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level.https://autorepairmarketing.captivate.fm/
The Weekly Blitz: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.https://chriscotton.captivate.fm/
Speak Up! Effective Communication: Develop Interpersonal and Professional Communication Skills with Craig O'Neill.https://craigoneill.captivate.fm