Speak Up! Effective Communication

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training Watch Full Video Episode We're continuing with a string of excellent guests, and we have a returning friend and friend of the show, Ken Bullard. Our topic is delegation . If you're one of those folks that has a hard time delegating, because maybe you just think you can do it better and faster yourself, th...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training Watch Full Video Episode Joining me on the show is podcast pioneer and CEO of the Automotive Repair Podcast Network, Carm Capriotto. Carm has been instrumental in my career and professional development. Starting at the point when I became a listener of Remarkable Results Radio while being coached by Bob G...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training Watch Full Video Episode In our episode today: It is my great joy to welcome my friends and well-known podcasters, Lucas Underwood and David Roman, as my guests on Episode 100! Why is this special? I had the distinct privilege and honor of being David and Lucas' guest for their 100th episode of the "Chang...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training Watch Full Video Episode In this episode, I take on a question that sits at the intersection of economics, history, and something older than both. Should your automotive service facility be open seven days a week? What about Saturdays? And if you stagger the schedule so everyone still gets their days off,...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training Watch Full Video Episode In our episode today, We explore what happens when a team attempts to adopt change without shared urgency from leadership. Using the Concerns Based Adoption Model (CBAM) as our framework, we walk through the load-bearing rungs of the change adoption ladder, name the six personal o...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training Watch Full Video Episode In this episode, I take on a question that was thrust upon me at one of those (too) late night industry gatherings. I suspect you have either been asked directly or have quietly wondered yourself: is altruism even real? Or is every act of generosity, sacrifice, and service ultimat...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training Watch Full Video Episode In our episode today, I continue the story I started in episode 095. Three vehicles effectively compromised in a week and a half, while I'm in the middle of helping to launch a ministry for people whose lives come undone when their transportation does. You can’t make this stuff up...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training Watch Full Video Episode In this episode, I begin a two-part story about how I have been led to begin working toward a local pilot of OnRamp, a faith-based ministry that gifts reliable vehicles and ongoing support to hard-working people who need transportation to take their next step toward self-sufficien...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training Watch Full Video Episode In our episode today, I'm talking about AI voice dictation: what it is, why it feels awkward at first, and why that awkwardness is worth pushing through. I share the revelations that changed my relationship with my own output: the difference between how I type and how I actually t...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training Watch Full Video Episode In our episode today, We explore the concept of felt obligation. The quiet, interior desire to consider others and honor the shared spaces we operate within. From a spring break airport crowd to a school uniform policy, from vintage airline travel to the automotive service drive,...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training Watch Full Video Episode In our episode today: We are tackling one of the most underappreciated skills in presenting: the ability to shorten your material without losing your mind in the process. We open with a piece of history worth knowing. The quote "I would have written a shorter letter, but I did not...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training Watch Full Video Episode I share a story that didn't make it into my recent breakout session at a conference with one of our partners. The session was on relational advising in the age of DVI, and by the time I had trimmed a four hour course down to fit a 45 minute window, this particular story simply had...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training Watch Full Video Episode In our episode today: We tackle one of the most universally complained about experiences in professional life — the meeting. This is a reality not just in automotive service facilities, but in every organization where people gather to get things done. Our word of the day: Axiom (n...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training Watch Full Video Episode In our episode today, we close out the 10-part series on public speaking tips inspired by the Toastmasters tradition with Tip number ten: Gain Experience. The word of the day is: Nascent: Nascent means just beginning to exist or develop. Still in early formation. Not yet fully for...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound Watch Full Video Episode In our episode today: We are on tip number nine of our 10 Tips for Public Speaking series. The Toastmasters version of this tip is: concentrate on the message, not the medium. We already addressed the medium back in episode 081 (You are the medium) so today, we take that as settled and turn our attention to t...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound Watch Full Video Episode In our episode today: We are continuing our ten part series on ten tips for public speaking, and we have arrived at tip number eight — Mistakes Happen, Keep Going. The original Toastmasters tip is listed as "Don't Apologize." I find that worth challenging. A brief, natural acknowledgment of a mistake is perfe...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound Watch Full Video Episode In our episode today: Tip #7 for public speaking: Realize the people want you to succeed. This is a tip I totally agree with. As is, no change. We looked at what that means for a nervous speaker standing in front of a room, for a service advisor presenting a repair recommendation, and for the relationships th...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound Watch Full Video Episode Visualization is Overrated In our episode today, we take on Tip #6 from the classic Toastmasters framework: Visualize yourself giving your speech. It sounds reasonable. It's widely taught. And after sitting with it long enough, I think it's one of the weaker pieces of advice in the set. Most of us have experi...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound Watch Full Video Episode In our episode today: I tackle Toastmasters' tip number five: "relax." Spoiler alert - that's not actually helpful advice. You can't just relax on command any more than you can tell an angry customer to "calm down" and expect it to work. Instead, I'm reframing this tip entirely: Nerves are normal. Expect them...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound Watch Full Video Episode In our episode today, I reframe the classic Toastmasters principle "Know the Room" into "Own the Room." I explore what it means to take complete responsibility not just for your presence in a space, but for what the space itself communicates to the people who enter it. Whether you're a service advisor showing...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound Watch Full Video Episode In our Episode Today: "Know your audience." It's tip number three on just about every public speaking list. But I want to slow down on that word— audience . What picture does it put in your head? If you're imagining a passive crowd waiting to receive your message, I want to challenge that. The real question i...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound Watch Full Video Episode In our Episode Today: Every time I hear people talk about practice and it’s connected to public speaking … I feel the need to tear down some misconceptions on this. A lot of times, people think rehearsing their speech is all this means. Memorizing. Repeating. Practice is so much deeper than that. I tie in man...

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound Watch Full Video Episode In Our Episode Today: A water bottle mishap lead to a backpack saturation which caused me to have to air out my bible outside of it’s jacket… and in the process - I uncovered a Toastmasters ‘bookmark’ that has “10 Tips for Public Speaking,” I had planned and been drafting episodes on that topic before I left...

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound Watch Full Video Episode In our Episode Today: I begin with a recollection of my grandfather, Pat O'Neill. When clients were trapped at a less-than-forthright shop (or any business) with increasing costs, he referred to this as "an elevator ride." This episode builds on our awareness that such rides are still a reality...

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound Watch Full Video Episode In our Episode Today: I’m joined by our producer, Tracy Capriotto! I’ve been in conversation with Tracy on the topic of the social media delete I did in the middle of last year, and I’ve been pretty happy with that choice! Fortunately, Tracy also managed a break from social media as well, and m...