Explore the concept of “active delivery” in automotive customer service, an intentional and consistent approach to communication that spans the entire customer journey, from the initial contact to the final vehicle handoff. The discussion highlights how thoughtful interactions can create a powerful and lasting impression, especially in the closing moments.

Discover how clear communication, genuine rapport-building, and proactive expectation setting help cultivate trust and long-term loyalty. More than just completing a transaction, active delivery is positioned as a key driver of customer satisfaction, repeat business, and word-of-mouth referrals, making it essential for shops focused on sustainable success.

Carlo Sabucco, Sil’s Complete Auto Care Centre, Ontario, Carlo’s previous episodes HERE.

Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE

Show Notes:

• Watch Full Video Episode
• Introduction (00:00:00)
• The Importance of Active Delivery (00:02:31)
• Setting Relationship Expectations from the Start (00:04:10)
• Systematizing Customer Interactions (00:07:14)
• Building Rapport and Mirroring Customers (00:09:18)
• Consistency Across All Touchpoints (00:12:47)
• Managing Digital and In-Person Experiences (00:22:34)
• Using Tools to Support Consistency (00:25:25)
• Adding Human Touch to Digital Interactions (00:26:58)
• Explaining Value and Quality Control (00:28:07)
• Never End on the Dollar Amount (00:32:23)
• Training New Staff in Active Delivery (00:33:29)
• Evaluating and Developing Staff (00:35:05)
• Differentiating Your Shop & Consistent Messaging (00:36:50)
• Love, Grace, and Emotional...

Thanks to our partner Promotive

In this final episode of our Benchmark Report series, Hunt Demarest, CPA with Paar Melis and Associates, uncovers what truly separates the top shops from the rest—productivity, profit margins, and owner involvement.

Key takeaways:

• Top-performing shops average 55%+ productivity, while bottom-tier shops hover around 41%.
• That 15-point gap translates to $13,000 more sales per technician and $12,000 more sales per bay monthly.
• Top shops also average $800 per repair order, compared to $575 for the bottom tier.
• Their labor gross profit margin is roughly 70% vs. 50% for lower performers.
• Productivity isn’t just tech speed—it’s team, processes, bay usage, and daily consistency.
• Download your free 2024 Automotive Industry Benchmark Report: https://info.paarmelis.com/2024-automotive-industry-benchmark-report
• 2025 Benchmark Report Part 1: Biggest Changes, Key KPI's and Trends [E175]: https://huntdemarest.captivate.fm/episode/2025-benchmark-report-biggest-changes-key-kpis-and-trends-e175
• 2025 Benchmark Report Part 2 [E176]: https://huntdemarest.captivate.fm/episode/2025-benchmark-part-2-e176

Thanks to our partner Promotive

It’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.

Paar Melis and Associates – Accountants Specializing in Automotive Repair

Visit us Online: www.paarmelis.com

Email Hunt: podcast@paarmelis.com

Text Paar Melis @ 301-307-5413

Download a Copy of My Books Here:

• Wrenches to Write-Offs
• Your Perfect Shop

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

Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.

Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo: https://shopmarketingpros.com/chris/

Check out their podcast here: https://autorepairmarketing.captivate.fm/

If you would like to join their private facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind

To listen to more episodes, make sure and go over to iTunes and or Spotify.

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

Watch Full Video Episode

I want to discuss the benefits of the recent camping trip my wife I and enjoyed in Northern Michigan.

As our listeners well understand - we talk a lot about getting outside our comfort zones on this podcast - and while that is usually in the context of practicing our communication skills -

Today - the topic is more about stepping AWAY…

Part Deux:

Immerse:

In my reading I learned about a term called the “Three Day Effect” when reading Michael Easter’s - The Comfort Crisis.

The idea refers to the benefits of spending at minimum - three days immersed in nature to reboot.

Goal 1 is important to achieve and goal 2 Immerse ourselves in nature were rooted in this quest to experience the “Three Day Effect’ ourselves.

In short - we’ve done our research and learned that South Manitou Island is a really great spot to do all those things - but still have some access to basic needs if we require it. With the exception of food - there is potable water and a bathroom available on the island near the ranger station.

Betsy and I hiked about a mile to the Bay area campgrounds, selected an amazing site where the forest meets the beach - and adjacent to one of the usable firepits.

The temps were cool. Low 60’s High. the low 50’s overnight.

Our tent setup was great - our food container tight (to prevent chipmunks a.k.a. micro-bears) and our first day explorations were inspiring- well over 10 miles of hiking - views were a bit limited from haze produced by the Canadian wildfires - but the air quality was good - so we were pleased and just marveled at the views we were treated to. The island is visible from the mainland, but the views of the dunes are uniquely awesome when you are standing on them looking in on the island.

I could mention the waist high poison Ivy - the mosquitoes - and the

Rather funny, but what I loved the most - was the challenge it was to find good down-and-dead wood for a fire. I had only a Leatherman with a small saw.

We didn’t need a fire - as we carried a small stove and fuel - but we had resolved to go swimming in the lake… and that water, my friends… is cold. We wanted some ‘heat’ insurance.

Day one - we decided against swimming - as we just didn’t anticipate how difficult it was to make a decent fire.

Day two - it was cloudy and cool - but not as much haze. We put less pressure on ourselves for exploration but easily hiked over 8 miles - and this time found some really great branches for a fire that would last. The last part of our hike consisted of carrying armfulls of branches and logs.

I mention this because this is when I really felt my mind stop tracking on ‘other’ things. A simple - old as time task - like finding firewood on a remote island was … rewarding.

The reward was mostly manifest in the return of our resolve to plunge into the lake water.

The water temp is cold-plunge ready at this time of the year - low to mid 50’s (F)

That’s pretty cold on a breezy, cloudy day with the air temps in the low 60s…

But in we went!

I’ll be clear - we did NOT stay in the water long.

Nonetheless - as we walked back to the campsite a few hundred feet away, we did not feel cold. Just… really refreshed. The air we had thought cold before - was no longer.

To keep a long story short - I’ll say that we enjoyed a great fire that night… but noted our food would run out if the weather became too rough overnight.

We had been told by the ranger on our arrival to return to the ferry dock early on our last day

Recorded at the NAPA NOW Event, this episode explores the "Slow Down, Move Over" (SDMO) initiative, a vital traffic safety campaign focused on protecting roadside workers, emergency responders, and stranded drivers. It highlights the dangers these individuals face, including staggering statistics on injuries and fatalities. The conversation underscores the importance of driver awareness, professional training for tow truck operators, and the use of technology like Safety Cloud, which warns motorists of roadside hazards. Real-life stories add emotional weight, while fundraising efforts support awareness and aid impacted families. The message is clear: slowing down and moving over saves lives.

Lauren Briggs, Sales & Marketing Director. NAPA Auto Care

Ryan Ouellette, Strategic Account Manager, AAA

Kristi and Donnie Hudson, Troy Auto Care, Troy, MI. Kristi and Donnie’s previous episodes HERE

Dawn Ray, Manager, Automotive Preferred Supplier Programs, AAA

Show Notes:

• Watch Full Video Episode
• Introduction (00:00:00)
• Overview of SDMO Laws (00:03:52)
• Training and Safety for Roadside Workers (00:07:08)
• Roadside Fatalities and Prevention (00:12:28)
• NAPA’s Involvement and Industry Support (00:13:41)
• Fundraising and T-Shirt Campaign (00:15:04)
• Safety Cloud Technology Integration (00:19:36)
• Need for More Roadside Signage (00:21:30)
• Expanding Awareness & Shop Involvement (00:23:01)
• Communication and Stop-and-Block Practice (00:23:40)
• Personal Impact and Survivor Stories (00:27:44)
• Customer Education and Roadside Safety (00:30:01)
• Care, Custody, and Control Protocol (00:31:15)
• Call to Action & Final Thoughts (00:33:01)