Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

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The idea for this episode came from an inquiry originating with one of my colleagues.

They had read an AI description of how a check-in process would work within a software platform, and he rightly reached out to me to check to see if the AI response was accurate.

It was not accurate - it was pure fiction.

It was worth probing why this was important, and this colleague was getting questions from shops more regularly about the ability to do a “walk out” or Curbside check-in or initial inspection when greeting customers at their vehicle.

If this is something you or your team have been considering - I’m going to encourage you to hear me out, and I’m going to leave you with some important questions you can use to discuss if this is a good idea for your shop… or perhaps, determine it isn’t.

Today’s WOTD is:

Stringent

adjective

• Strict, precise, and exacting.

“The process has some very stringent requirements.”

I’m going to refer to any form of vehicle side check-in process as “curb-side” check-in for this conversation - but the idea for this form of greeting the customer at their vehicle comes in many permutations, few of them involve an actual curb.

Many businesses feature some form of drive-up or drive-thru service. Restaurants being one of them, but in our conversation, I’ll focus on vehicle-centric businesses, which I feel are common, and show us plenty about what works and what doesn’t.

1.) Dealerships

2.) Car Washes

3.) Airport Car Rental Returns

(No, I am not going to mention quick oil change lanes … not because it isn’t potentially relevant… but because I have never used a quick lube… really!)

Most of the time I find myself having a conversation about curb-side checkins, one of my clients at Autoflow will have had a dealership experience of their own. (There are many reasons independent shop owners visit our dealership friends… but the majority of the time it’s when they are confronted with a vehicle recall.) It was a positive experience for them, and quite… nice!

The dealer process begins with pulling into a large, bright, clean, well lit multilane drive up queue.

It can be impressive. I’ve recently participated in one of these, and will explain more on my experience later.

Why is this so common, and why is it so impressive?

Think about the dealership service model. (Which by the way - is expanding, as sales become more challenging, look for dealers to compete more aggressively for service work in today's market)

Dealers thrive with a longstanding reputation of being the best place to bring a vehicle for training, tooling, and quality parts.

You have a new vehicle that needs service, you take it to the source (for you, the place you bought it.)

Your entry into the facility is as simple as pulling up to an automated door.

You enter, and it almost feels like your vehicle is on something of an assembly line.

The vehicle is scanned, and you are greeted. The advisor has a tablet in hand - they confirm a few things, and then they usher you into a gorgeous waiting area, where you are quite sure you can survive in comfort, with enough food and drink to last several days.

Next is the car washes:

My son has managed a local car-wash, and this is one of the types that offers memberships, and has a relatively complicated screen based check in system if you don’t have a membership.

Frequently, the staff are greeting customers and helping them through the screen prompts, and of course, at the tunnel you

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

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In Our Episode today we’re diving into the ASI - The annual report from JD Power that measures client satisfaction amongst major brands in the non-dealer auto repair world - which we affectionately call the “Aftermarket”

Today’s Word of the Day is:

Extrapolation

Noun

noun: extrapolation; plural noun: extrapolations

• the action of estimating or concluding something by assuming that existing trends will continue or a current method will remain applicable.

In this episode our host, Craig O’Neill invites you to take a close look at JD Powers Aftermarket Service Index (ASI).

There are some unique takeaways regarding communication “shortfalls” and they play well into the narratives we have been discussing in for several years.

If you think surveys have nothing to offer you - listen up and you’ll see why Craig values these annual findings!

Link to the the 2025 JD Power ASI Press Release: https://www.jdpower.com/business/press-releases/2025-us-aftermarket-service-index-asi-study

Link to the 2025 JD Power CSI Press Release:

https://www.jdpower.com/business/press-releases/2025-us-customer-service-index-csi-study

Link to the 2023 JD Power CSI Press Release:

https://www.jdpower.com/business/press-releases/2023-us-customer-service-index-csi-study

Let's go into the Press Release now - from April 29th.

The key findings cited in the 2025 study:

Finding 1.

“Aftermarket Service Providers lag when it comes to use of technology:”

Craig reacts to JD Powers findings regarding the technology disparity between the aftermarket and the dealer segments.

Finding 2.

“Customer prefer text message updates - but are more likely to receive phone calls:”

Craig shares his perspective on the significance behind the measurable satisfaction point difference between phone calls and texts as the means for receiving updates.

Key Note - The article cites that this applies “When they (the client) indicate texts are preferred.”

Listeners are invited to compare this note on the 2025 ASI to the 2023 CSI (linked above)

Finding 3.

“Photo and video multi-point inspection (MPI) results being used more frequently:”

Craig highlights this positive news - but emphasises a significant caveat with regards to the quality...

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

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In this episode of Speak Up - our host Craig O’Neill welcomes his friend and colleague, Brandon Crusha to talk about what Memorial day means to him.

Brandon served in the United States Marine Corp and was deployed multiple times to Iraq.

He invites our listeners to enjoy their day - and reflect on the gift that was given to them by those who paid the ultimate price.

Brandon specifically referenced a film in this episode called - The Gift.

Linked here: https://www.amazon.com/gp/video/detail/B0DPGVH9GB/ref=atv_dp_share_cu_r

The Gift is a documentary about Corporal Jason L. Dunham - who on April 14, 2004 threw himself on a live grenade to protect his fellow Marines.

It is well worth your time.

Brandon personally knew and served with many of the individuals in that film, whom he joined in the same regiment just after those events.

This conversation between Craig and Brandon intentionally invites listeners to ‘enjoy’ a deeper and more meaningful perspective of memorial day thanks to our connection with Brandon.

We also discuss what you might consider saying to a soldier or Marine on Memorial day - or, perhaps - how it is OK to say nothing at all and simply feel gratitude for the gift of freedom that has been paid at the ultimate price.

Today’s WOTD is

Freedom

Noun

1. the absence of necessity, coercion, or constraint in choice or action
2. the quality of being frank, open, or outspoken

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software!

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

• Email Craig O'Neill: speakup@craigoneill.net
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

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In our Episode Today:

Our host Craig O’Neill welcomes friend and newly minted Certified Speaking Professional - Jimmy Lea to talk about his journey!

The NSA Certified Speaking Professional (CSP) designation is a notable achievement that involves many phases of approval. This is a hard earned achievement, which to our knowledge, has never been attained by an individual within the aftermarket before now!

You can check out the details of the process here: https://nsaspeaker.org/wp-content/uploads/2024/09/Guide_How-to-Earn-the-CSP_Class-of-2025.Final_.pdf

Jimmy is a well known and respected speaker in our industry and he has been a lifelong communication enthusiast. Since Craig and Jimmy have been friends for many years, and you’ll hear in this episode some reflection of the impressions Craig has had of Jimmy in his early days and many thoughtful questions regarding the process of earning and value of a speaking credential.

While our topic focuses a great deal on the CSP process - you’ll begin to see how a focus on a skill looks for a true professional and learn some valuable insights into the ‘why’ behind any certification.

Topics include:

• Documenting your journey
• Gaining endorsements
• The value of capturing recordings
• Video submissions Do’s/Dont’s
• Mentoring
• Accepting Failure and Feedback
• How those with a designate safeguard the integrity of the designation
• Re-application and success!

The conclusion of this episode will give our listeners some food-for-thought on the value of credentialing in our industry, which has a tenuous relationship with the topic. Do you need a certification to be a speaker? Not at all. However, certifications DO tell an audience (as they do with a visitor of a repair facility) something about the people they are meeting with.

The Word of the Day:

Effusive

adjective

Expressing feelings of gratitude, pleasure, or approval in an unrestrained or heartfelt manner.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

AutoLeap at

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

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In our Episode Today:

Listeners will recall the Pilot Talk (Episode 34) with Austin Brumfield - and this time our host Craig O’Neill welcomes Austin’s amazing wife, Evangela, to the podcast!

Evangela is a pilot, an Airframe and Powerplant Mechanic, and a missionary.

As mentioned with Austin, the Brumfields are joining Arctic Barnabas Ministry’s (ABM) which will take them and their aviation skills to the remote regions of Alaska. ABM aims to support and encourage those who serve in Alaska, so they don’t decide to leave!

Since do leave after confronting hardship and the remote nature of Alaska- it becomes unlikely for people who cannot leave their remote communities to develop trust with any future newcomers.

The Word of the Day:

Barnabas:

Proper Noun

Meaning: "son of encouragement”

In the conversation listeners will enjoy hearing Evangela share and reflect on a number of topics including:

• Her passion for the mechanics of aircraft - and the importance of the A&P license
• What it is like communicating with your Certified Flight Instructor (CFI) - when you are married to your CFI
• How speaking through the radio in a solo flight instills a sense of confidence
• What it’s like to speak in front of churches to raise support
• Why raising support for living in Alaska is nearly twice as hard as other missions
• Compelling details about the challenges of remote living and isolation felt by people in the remote regions of Alaska
• Airplanes as a bridge for communication
• Also airplanes in general. We do talk a bit about airplanes…

Those who know Craig, know that when he entered college out of high-school - he wanted to become a missionary pilot himself. Meeting the Brumfields later in life when he took up flight lessons in 2021 cultivated a new friendship and a new means to fuel that passion by supporting the Brumfields and welcoming them to share their story.

At Speak Up - we believe stories adjacent to our industry prove to illustrate solutions for our day-to-day situations. A key takeaway from Evangela is for us to remember to be proactive about being a Barnabas in your part of the world!

Don’t just wait to be called!

And be prepared to go this distance necessary to support those who need support!

We hope you’ll follow the Brumfield’s journey - details below!

For more information on Arctic Barnabas Ministry - Check out their site: here

You can follow Austin and Evangela on Facebook, where they post their updates and newsletters by clicking here

Evangela shared a wonderful Youtube video that was produced recently regarding missions in Alaska. ABM serves some of the individuals in the video so it's a great way to visualize the people, places, and need for ABM in Alaska. You can watch it by clicking here.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's...

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

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In our episode today, we welcome guest Hunt Demarest, CPA ABV.

Hunt is the host of Business by the Numbers and, as our host Craig O’Neill will tell you… Hunt uses words really well for a numbers man!

This episode came to be after Craig found himself on a walk and listening to one of Hunts recent episodes, Episode 163 - Where are my customers? It’s a great episode on getting to the root of what the numbers are actually telling you - and guess what - it involves actually picking up the phone and talking to people!

Hunt’s episode played right after Craig had listened to an episode on a health/wellness program which spoke on a similar topic… going straight to the source of information!

Often times we can get caught up in the minutia of details and analysis.

If we are not careful - it can lead to assumptions and wrong conclusions.

As Hunt says, “Numbers do not lie, but they do not tell the whole story.”

Getting the whole story inevitably involves communication - and it isn’t always comfortable for people to pick up a phone to get it.

While the takeaway for today’s episode is in the title, it expands as you listen to Hunt and Craig explore a range of topics from talking to clients, employees, and even family.

Today’s WOTD is Gumption

noun

• the ability to make intelligent decisions especially in everyday matters

Learn more about Hunt Demarest here:

https://paarmelis.com/business-by-the-numbers/

Look for his book here: https://a.co/d/hAf0cDF

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software!

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

• Email Craig O'Neill: speakup@craigoneill.net
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network:

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our episode today, our host Craig O’Neill welcomes founding sponsor and friend, Jeremy Glassco to discuss the potential merits and the root of the desire to step away from devices and “de-smart” with regards to phones.

Our loyal listeners will remember Jeremy from Communicating With Questions: Jeremy and the Jungle [E006].

In this conversation Jeremy makes a perfect sounding board for Craig to bounce ideas off of - as he verbalizes some of his own feelings about the ‘Frenetic’ pace of interruptions today.

We ask: Is the answer something so dramatic as to retreat from a smart phone entirely?

One such option out there is a light phone - https://www.thelightphone.com/

Topics Discussed:

• FOMO - The fear of missing out
• ….and when FOMO isn’t a bad thing if it saves lives!
• App apologetics and greater control over communication preferences
• Disciplined development
• Disciplined usage

At the crux of the topic is the dilemma that more efficient communication- which is one goal of technology - usually leads to more opportunities to communicate - which means our social energy is being drained all the time. What happens when our well runs dry?

Most importantly - Jeremy and Craig explore what is at the root of the desire to “desmart?”

Listeners will enjoy hearing take-aways and suggestions to restore balance and minimize distractions with the end goal of being more present - more focused - and simply better for the people we are meeting with.

Today’s Word of the Day:

Retention: noun

• the continued possession, use, or control of something.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software!

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

• Email Craig O'Neill: speakup@craigoneill.net
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

Todays Show Post - Our notes today will be in a different format, written by our host.

Welcome to another episode of Speak Up - Effective communication.

Your place for focusing on elevating our communication skills in the auto repair industry - I’m your host Craig O’Neill….

I want you to ask yourself a question today - each time you receive a notification on one of your devices:

Do I need this?

Do I need to do something about this RIGHT NOW?

This has been my question for any number of the alerts that pop onto my screens on a daily basis. - - As I’ve been at war with distractions in my life. Loyal listeners have become familiar with my growing concern on the topic and I feel that I’ve begun to find some more balance slowly as of late and will share whats working for me.

Of note - I’ve been reading a book titled, “Stolen Focus - Why you can’t pay attention and how to think deeply again” by Johann Hari.

This read was a referral from Carm Capriotto - and it’s worth your attention.

In our episode today, I have some thoughts on the topic of notifications - and hope to get you thinking differently on what YOU are allowing devices to compromise YOUR focus!

Our Word of the Day:

Frenetic: fre·net·ic

adjective

• fast and energetic in a rather wild and uncontrolled way.

Listen to this excerpt from the book, Stolen Focus - the author, Johann Hari, writes about a conversation with a friend who was getting notifications for things he didn’t want… and I’ll quote:

“... All this frenetic digital interruption is “pulling our attention away from our thoughts,” and I think we’re almost in this constant stimulus-driven, stimulus bound environment, moving from one distraction to the next.” If you don’t remove yourself from that, it will "suppress whatever train of thought you had.”

That is a quote from Stolen Focus - Why you can’t pay attention and how to think deeply again.”

The consequences of distractions are real - not just from tasks - but from our creative thoughts and even healthy mindwandering.

Hari mentions in his book that “a distraction such as looking at an image from a friend pulls the average person away for up to 20 mins! Not just one!

And if you look around, you’ll recognize that the distractions are EVERYwhere - and we now have this habitual tendency to scan for them, in our own pockets, and on our own wrists!

Look around you now - how many people do you see distracted by devices?

Before you blame yourself or feel bad about this - let me state - our technological world has been engineered this way in a deliberate attempt to get more engagement from us.

I will say - while I, like all modern humans, struggle with distractions, I have come to develop a few VERY simple and reasonable disciplines regarding notifications.

I feel sometimes a little old-fashioned on this… but as I discussed recently in