April 2016

Shop Name

Conant Automotive, Inc.Crabtree Automotive Inc.Darrick’s Preferred Auto, Inc.Daves Ultimate Auto—CentralD’Avico Auto Repair, Inc.De Pere Auto Center, Inc.East Ridge Fast LubeEast Ridge TransmissionElectric Laboratories, Inc.European Auto SolutionsExpress Auto Service—Fredericksburg

Ferber’s Tire & Auto Service, Inc.Fifth Gear AutomotiveFinsanto, LLCFox Run AutomotiveFrank’s ServicenterG&C—ChantillyG&C—ManassasGeno’s Tire & AlignmentGeorge’s Sierra ShellGerman Auto WorksGil’s GarageGlenshaw Auto SvcGood Works Auto Repair, LLCHaglin Automotive, Inc.Hanover Lube & Brake Center, Inc.Heath GoodyearHigh-Tech Auto & Truck CenterHillmuth Certified Automotive—Columbia

Hillmuth Certified Automotive of Clarksville

Hillside Auto RepairHiway Tire Company, Inc.Hoffmann AutomotiveHogan & Sons, Inc—Fairfax

Continued on page 2

A U T O M O T I V E T R A I N I N G I N S T I T U T E

Shop Talk705 Digital Drive, Suite V, Linthicum, Md. 21090 • 1-888-471-5800www.autotraining.net

December 2014

Our coaches have been working diligently to identify their individual top clients, yielding a list of 150 highly qualified contenders.

Of these, our management team and review board will do close comparisons of how each shop stacks up in all aspects of the ATI program and overall business performance.

From these original picks, we will have three additional cuts (see schedule below) that will determine the Top 25 finalists.

Then, at SuperConference 2015, we will announce our Top 12 finalists representing the very best ATI shops in North America.

Quest for Excellence 2014 ATI “Best of the Best”

Shop Name

12th Street Auto Repair CenterA & H AutomotiveA & L Tire CompanyAccurate AutomotiveActive Green & Ross—AJAXActive Green & Ross—BarrieActive Green + Ross—PickAG DieselAll Around Auto CareAnytime Road Service & RepairAuburn Foreign Car RepairAuto CheckAuto EuropaAuto Stop 1Ayers AutomotiveBabcock Auto Care, LLCBast Tire & Auto ServiceBeck AutomotveBennett’s AutomotiveBG Automotive Inc.Big A Auto Sales Parts & ServiceBig O Tire #70—PetalumaBig O Tires—Store #5177Blue Valley Tire & Auto ServiceBMW ExcluserviceBobs Main Street Auto & TowingBradham Auto ElectricBransfield Motor Co.Bridgetown AutomotiveBrown Motor WorksBurke Center AutomotiveC & M Auto ServiceCampus Automotive Campus Exxon

Carbondale Car Care, Inc.Cardinal Plaza ShellCarmine’s Import ServiceCenterville Service Center, Inc.Community Car Care

Shop Owner

Chad KaeminghJames HollandMike McGeeLee & Kelli WeatherbySid SpencerDoug MoodySid SpencerCameron TormanenSkeet & Jill HartmanBrian PenderGreg HochhalterJim ManouchehriAndrew FarrarTom LaphamRobert & Nikki AyersJeremy Jeana BabcockWayne MoserBen BriggemanJames & Leigh BennettBryan & Cendi GosselDan & Kerry ReavisRandy ScottPaul McKellarBill OadesStephane GiabinaBill & Laurie RateJohn & Claudia CrowderJohn Eichler Jr.Chris RyserKeith HugginsChris BurrCraig & Monica CourtneyMatt & Jessica McMurray

James WheelerScott & MaryBeth BrownCarmine CupaniBen ForsheeScott & Debbie Fleckinger

Shop Location

Sioux Falls, SDDel City, OKRidgecrest, CAMesa, AZAjax, ONBarrie, ONPickering, ONPortland, ORWestminsterBeaver, UTAuburn, WAMissouri City, TXNaples, FLArlington, VASanta Barbara, CARochester, MNWaterloo, ONFranklin, INSmyrna, TNFort Collins, CODubuque, IAPetaluma, CASan Leandro, CALeawood, KSRockville, MDWest Bend, WIAlexandria, VAReisterstown, MDPortland, ORColumbia, SCBurke, VAMorgan Hill, CABlacksburg, VA

Carbondale, COSpringfield, VAKernersville, NCCenterville, OHAlexandria, KY

Shop Owner

Joe ConantTim ConnaghanDarrick ScheweDave ErbJohn & Ashley D’AvicoSteve FisetteJim GrantDon BrittonDennis AlbrechtTim AllenDaniel Ritchie

Robert FerberBill Bernick & Rick JordanSteve FindleyMichael De FinoFrank Dischinger IIIGreg CaldwellGreg CaldwellManny Geno IIIDoug WhitemanSteve SandersMike BrewsterSam Concelman JrGlen HaywardDana HaglinDean WrightLarry HarerCarl KesslerWilliam Hillmuth

Doug Hillmuth

David CarneySteve MillarJeff HoffmannJohn, Philip & Susan Hogan

Shop Location

Stoughton, WIAlbany, ORBlooming Prairie, MNAustin, TXWayne, PADe Pere, WIChattanooga, TNChattanooga, TNFresno, CAWaltham, MAFredericksburg, VA

Ashland, VALewisville, TXSan Antonio, TXBear, DESouthampton, PAChantilly, VAManassas, VABooneville, MSFontana, CASt Louis Park, MNBurnt Hills, NYGlenshaw, PATempe, AZBoulder, COHanover, PAHeath, OHChantilly, VAColumbia, MD

Clarksville, MD

Torrance, CACanby, ORDavis, CAFaifax, VA

ATI’s Top Shop 2015:

By Bryan Stasch, Vice PresidentUpcoming Classes:

Shop OwnerLeadership Mastery Apr. 20, 21 & 22 | June 15,16 & 17

Staffing & Hiring June. 6 & 7

Align Your Shop for Profit Apr. 6, 7 & 8 | May 11, 12 & 13 June 1, 2 & 3

A.B.M. Always Be Marketing Apr. 13, 14 & 15 | May 25,26 & 27

Succession Planning Apr. 20, 21 & 22 | June 8,9 & 10

Service Advisor

The Role of the Service Advisor Apr. 11&12 | May 23 &24 June 13 & 14

ATI’s 7 Step Sales Process April 25 & 26 | June 30 & July 1

The Role of the Service Advisor - W. C. Apr. 14 &15

Service Manager Course June 9 & 10

Service Advisor Advanced April 4 & 5 | June 23 & 24

ATI’s 7 Step Sales Process - W. C. Apr. 25 & 26 | May 19 & 20

Collision

Leadership Mastery June 15, 16, & 17

Collision Repair Production May 9 & 10

Keys to a Successful Collision Business April 6,7, & 8 May 11, 12 & 13 | June 1, 2, & 3

A.B.M. Always Be Marketing Apr. 13, 14 & 15

Hirgin & Staffing -Behavioral InterviewsJune 6 & 7

Our mission at ATI is to Drive Profits and Dreams home for our clients, their business and their families.

It’s all about driving sales and margins to maximize profitability, all the while delivering an exceptional customer experience. This year, ATI recognized the hard work and passion that goes into being the Best of the Best with a full lineup of high-achievement awards.

ATI’S Top Shops At ATI, we have always recognized high achievers. Starting with the Top 150 shops from all over North America, we reduced the list of qualifiers to 75, then to 50, then to 25 and, finally, to the Top 12 Shops. From those Top 12, our Top Shop 2015 was chosen.

TOP SHOP 2015 WINNER: Dave and Jan Murphy, Murphy’s AutocareTOP 12 SHOPS 2015Auto Check 9 Matthew Roayaee Peak PerformersBG Automotive, Inc. Bryan and Cyndi Gossel 20 Group AlumniFifth Gear Automotive Bill Bernick and Rick Jordan Peak PerformersGeorge’s Sierra Shell Doug and Linda Whiteman Peak PerformersHaglin Automotive, Inc. Dana and Judi Haglin 20 Group AlumniMurphy’s Autocare Dave and Jan Murphy MasterMindPaul Campanella’s Auto & Tire Center Paul Campanella Peak PerformersPrecision Auto Bud and Jackie Wildman MasterMindRay & Dana’s Inman Auto Care Ray and Dana Perone 20 Group AlumniRocha’s Automotive, Inc. Ken and Angie Rocha 20 Group AlumniV & F Auto, Inc. Frank and Nicole Palange Peak PerformersWalt Eger’s Service Center Walt and Katherine Eger 20 Group Alumni

ATI’S HUMANITARIAN OF THE YEAR AWARD WINNER: Chris Cozad, Alternative Auto Care

This award is different from all others. This award is not about the numbers or Key Performance Indicators of any kind. This award is about people — people giving to others less fortunate and people who are thankful for what they have received for their passion and hard work.

Previous winners of this award have donated their time and effort building homes for the homeless and hospitals in third-world countries. They have donated their time and cash to develop and mentor youth education programs in their neighborhoods. They have donated their time — and their hearts — to many in need.

The Coach’s CornerIt’s Not the 80’s AnymoreOut of Date Habit #6: If you build it, they will come.Geoff BermanCoach/Instructor

Ever see the movie “Field of Dreams”? There was a time when it was true, you could just build it and they came. Back in “1980 something” that really was all you had to do. Create four walls, buy some equipment, put up a sign and you were in business. Just like the movie you built it and they came.

The same is true today but the definition of “build it” has changed. It is no longer just the brick and mortar and the equipment. Build it refers to the culture as well. An environment that attracts people to your people. This works to captivate potential employees as well as new customers. The people part of the “build it” concept is the piece that was missing back in the 80s, and today it is more important than ever.

Have you ever read the book “The E-Myth Revisited”? If you haven’t, you should. If you have, you may remember the story about the hotel that the author stayed in by accident one day. The experience was so incredible that he had to interview the manager. What struck me about this interview was this manager’s experience when first coming into the company and how important the culture was to the hotel owner. He had spent an entire day immersing this young person in what the hotel business is really about and how they are able to create this environment. What the young man knew about running a hotel was not nearly as important as whether or not he was driven by the same things as this hotel business. Was he excited to be a part of it? Would he fit into this culture?As a customer, has this ever happened to you? You’re in a store and you need help. You ask a question of an employee. Not satisfied with that answer, you ask someone else and get a completely different answer. I’ll bet if you ask a

third person you may hear something else. Doesn’t this make you wonder who trained these people? How does this make you feel? Now if you say something to a manager, the manager just says “hard to find good help these days,” sighs, is clearly annoyed and now has a bit of an attitude! At this point, it is pretty clear where the problem started to begin with. The fish stinks from the head, doesn’t it?

Now I know you don’t want to believe this, but if your culture is not like the hotel’s in the book, if you have not made it clear to your staff what their job really is, if you do not make your most important job making sure that mission is carried out with every customer every day, if you are not talking about it all the time casually and in regular staff meetings, then incompetence is happening in your store too.In order to maintain your business, first the customers have to want to come back. But if you can get them excited about coming back, now they will talk and more will come. Now I know what you’re thinking. I get lots of referrals, Geoff, and maybe you do; but if you do not fully understand what I have shared with you in this article, then it is not enough. Most businesses have up to 10 percent of their customer base promoting them. They have the same number talking negatively about the business. This leaves 80 percent of the customer base up for grabs. What if they were promoters? Would more people come?Most shop owners don’t understand what I mean when I say that the “car doesn’t matter.” When you finally figure this out, you will make your business truly about the service you provide. Always help the customer find real solutions; always give back to your community; constantly innovate and improve your image, and find better ways to be more convenient to your customer. If you do, not only will the customers come, but the staff will too. If you build it correctly, all people will come.

Like what you have read? Want more? Email me at gberman@autotraining.net and I will send you more information to help you get started.

Best Service Sales Nathan Pruski, Terral Hil and Chris Pasderny,

Service First Automotive — SpringMost Improved Service Sales Ben and Erin Nielsen, Skyline AutomotiveBest Tire Sales Ryan Sullivan, Sullivan’s Tires Inc.Most Improved Tire Sales Jason Wood, Jay’s AutomotiveBest Gross Profit Margin Karl Jaeger, Medlock GulftMost Improved Gross Profit Margin Brad and Maribeth Holtkamp - Brad Holtkamp Automotive, Inc.

Best Service Sales (Large Volume) Scott Brown, Cardinal Plaza ShellBest Service Sales Randy and Michelle Long, Long’s Car Care CenterBest Tire Sales (Large Volume) Clarence and Carolyn Hoffman, Penner’s Tire & AutoBest Tire Sales Gary and Joann Pivotto, West Town MononaBest Gross Profit Margin (Large Volume) Bud, Jackie and Andy Wildman, Precision AutoBest Gross Profit Margin Marvin and Sheila DeMers, DeMers Automotive

ALUMNI INDIVIDUAL AWARDS

20 GROUP AWARDSBest Gross Profit Second in CommandMost Improved Gross Profit The Leading LadiesBest 20 Group Member Michelle Long — Long’s Car Care Center, The Leading Ladies20 Group Loyalty and Commitment Award Nothin’ But NET

RE-ENGINEERING INDIVIDUAL AWARDSATI Top

ShopsContinued

Wish you had attended our greatest SuperConference ever?Well now you can at a fraction of the cost !

Fax back to 301-498-9088

Capture the Full SuperConference 2016Experience DVD Offer

PLEASE TELL ME WHAT I WILL GET:

Here is my credit card info:Name:_____________________________________________ Shop:__________________________________Address (no PO Boxes): _______________________________________________________________________________________________________________________________________________________________City, State, Zip:__________________ Phone: ________________ Email: _______________________________Credit Card Number: ________________________________ Exp. Date: ___________ Security Code: ________

Signature: ___________________________________________________________ Date: __________________

Bonus #1 - Relive the incredible Dinner Celebration - Awards Banquet. Yes, the entire awards ceremony PLUSthe exciting entertainment, included at no additional charge.Bonus #2 - A complete companion audio CD set. Listen to your favorite speaker over and over again in theconvenience of your car or office.Bonus #3 - Our 10 breakout Round Table sessions were the highlight of the conference. All 10 hours areincluded at no additional charge in your companion audio set.

I want my incredible DVD set with companion audio CDs (includingRound Tables!) set for $469 including shipping and handling.OFFER EXPIRES 5/22/2016

8+ hours of hard-hitting, couldn’t be better speakers including - Chubby; Phil Lieber fromP&L Technology; Mike Scott from Mike Scott & Accociates; Bill Long from AASA; Alvin Law;Louis Efron from Louis Efron LLC; Antartic Mike and of course our CHUB Talk speaker -Emmanuel Bernadin.

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Please be sure to check out the exciting new feature of your ATI Connect App!

With a tap on your phone screen you can now view the most current class schedule, check for class availability and register for classes! Class registration has never been easier! Questions: Contact Amy Fox at 301-575-9111 or afox@autotraining.net

Stay In Touch With The New ATI Connect App!

“If Opportunity Doesn’t Knock...Build a Door”

U.S. POSTAGE PAIDROSEVILLE, MIPERMIT NO. 35

Automotive Training Institute

705 Digital Drive, Suite VLinthicum, MD 21090

Sam’s CornerHaglin Automotive Is Motor Age Top Shop Winner for 2015 and 2014For two years in a row, Judi and Dana Haglin out of Boulder, Co., win the coveted Motor Age Top Shop of the Year. Judi plays a major role in the women’s 20 group, The Leading Ladies. Judi and Dana are also long-time members of Twenty For the Money, facilitated by George Zeeks.

The Haglins pride themselves not just on responding to the market, but anticipating it. Telematics, GDI, Millennials — they stay on top of issues through conferencing and through research. Admittedly, the staff’s youth has become a big factor over the past couple of years with the number of Millennials entering the work force. Thus the Haglins have reclassified their shop as a learning facility. They believe that they need to be a team and that you’re learning every day.

To be part of that team, the Haglins are not looking just for skill and aptitude, but for ambition as well. They want everybody in their organization to have the ability to go to the next level. They have a technician that started off as a lube tech three years ago. He didn’t have the experience or the knowledge, but he had the willingness to learn. He’s now taking his 5th and 6th ASE tests.

Another idea the Haglins have adopted is the Disney philosophy, after hearing a SuperConference speaker years ago who worked for Disney. He pointed out that you never see Mickey Mouse talking or Cinderella smoking a cigarette, or trash on the grounds. There is a front stage/back stage, and everybody has to participate in that. The Haglins have always been a huge proponent of the importance of how you look, because the biggest advertising that you do happens as soon as a customer drives up to your shop.

Please join me in congratulating Judi and Dana Haglin!