Speak Up! Effective Communication

Automotive Repair Podcast
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A perfect compliment for an individual and for small businesses is to be a better communicator. Craig O'Neill exemplifies influence and leadership in helping people find their fullest potential as communicators. “Speak Up!” is a podcast that clearly focuses on learning to communicate more effectively so that we can influence positive change in all our interactions.

  1. 10 Tips For Public Speaking: Tip #2 Practice Practice Practice [E081]

    6D AGO

    10 Tips For Public Speaking: Tip #2 Practice Practice Practice [E081]

    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 many elements of Toastmasters and my martial arts background in this episode. I also take the “Practice Practice Practice” phrase and expand on it to three actual levels of practice. It's This: Show up vulnerably to the new thing (Practice 1)Receive and apply feedback positively (Practice 2)Stay consistently curious for a lifetime (Practice 3) Those phrases - Vulnerability / Positivity / and Consistency were inspired by a speech and a visual from Shasta Nelson several years ago - she is a speaker and the author of the book “Frientimacy”. The book is still on my reading list - but the framework she shared was, for me, instantly recognizable in Toastmasters, the Dojo, and yes, a good learning culture in our repair facility! I hope you’ll find this episode inspiring and will recognize yourself as a true practitioner in your career, communication, and leadership. Our Word of the Day: BUNKAI (boon-kai) noun Japanese martial arts term meaning "analysis" or "disassembly"The practical application of kata (forms) with a partnerYou can practice the form alone, but bunkai requires another body Bunkai is best expressed in my experience as “application.” I hope you’ll apply this tip to: Practice Practice Pracitice! Sincerely, Craig O’Neill Thank You To Our Partners AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound 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 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.netJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ a href="https://remarkableresults.biz/" rel="noopener noreferrer"...

    28 min
  2. 10 Tips For Public Speaking: Tip #1 You Are the Medium [E080]

    FEB 2

    10 Tips For Public Speaking: Tip #1 You Are the Medium [E080]

    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 some of the ideas behind to pursue other scenarios - and today it dripped back into my mind and flowed into some additional inspiration. The thing is… I disagree a little on tip #1. Tip#1 says: Know your material. My suggestion - tip #1 should be: Know Thyself. I get it, and so do you, it’s not a bad tip… but it probably the least significant reason I see people struggling with effective communication. More often - I see bored or burnt out subject matter experts with no passion for what they do, or worse… resentment… In this episode, I’ll reference some inspiring material from multiple influential figures on my journey, and we’ll ask a proper question: Are you just doing this for the paycheck? KEY INSIGHT: If you have tension, nerves, and are just doing what you do for a paycheck - it WILL come through in your work - even at a subconscious level as listeners, we can detect this in a communicator. We all need a paycheck, but there are many ways to get those, why you do what you do matters because how you feel about it comes out in your work. Word of the Day: Conviction - noun. A firmly held belief or opinion; the quality of being certain about what you believe or do. Why it fits: The entire episode is about the difference between intellectual agreement ("I believe vehicle safety matters") and embodied conviction ("I KNOW my professional responsibility"). Conviction is what transforms tasks into purpose. I hope you’ll reach out to me with YOUR answers to “What is YOUR Job.” I’d love to hear them! Sincerely, Craig O’Neill Thank You To Our Partners AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound 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 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.netJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through...

    22 min
  3. Four Questions That Stop the Elevator Ride [E079]

    JAN 26

    Four Questions That Stop the Elevator Ride [E079]

    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 in the industry today. In episode 77 we discussed a values-based client education model that shops can adopt to avoid putting their clients through the stress of interactive subsequent approvals. This episode is about equipping clients with four questions to help protect themselves! Four Questions that STOP the Elevator Ride: Question 1: "Have you looked over the whole vehicle? Question 2: "Are there any other findings, or is this all you found in your inspection?" Question 3: "Are there any common problems on these vehicles you expect to find during this repair?" Question 4: "If you find something in the course of repairs, what will you do?"** or “Is this the final cost?” I explain how each of these is an important element to ask BEFORE you give your first “YES” for repairs. The key for our listeners is this- For Repair Facilities: Don’t withhold information. Be earnest and forthright on all things. For Motorists: Stopping the elevator ride isn’t about skepticism. It's about gathering patient information so you can give your best yes. Make an informed buying decision. Our Word of the day: Earnest Adj Definition: Proceeding from or characterized by an intense and serious state of mind. Sincere. Genuine. Not joking or playful. Sincerely, Craig O’Neill 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 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.netJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. a...

    26 min
  4. Social Media Detox with Tracy Capriotto [E078]

    JAN 19

    Social Media Detox with Tracy Capriotto [E078]

    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 maintained it since her return from the “Carm Cruise.” She shared some valuable insights in her recent pull-back from social media applications - helped by a choice to abstain from the “internet package” while on the recent voyage! In our conversation, Tracy shares what she has learned in this time, now that she has engaged social media with far greater intentionality, self-discipline, and heightened awareness. The Word for the Day: Sovereignty Noun Definition: Complete authority and control over your own domain. In Context: We usually hear this word in political discussions—national sovereignty, territorial sovereignty. But today we're talking about personal sovereignty—specifically, sovereignty over your attention. Listen in particular to what Tracy says about her smart watch… I know you’ll find Tracy’s insights incredibly valuable, and it is my hope that she will inspire you to consider how you too can redefine the nature of your relationship with social media, and other technological distractions. Sincerely, Craig O’Neill 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 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.netJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. a href="https://remarkableresults.biz/" rel="noopener noreferrer"...

    43 min
  5. Values Based Client Education [E077]

    JAN 12

    Values Based Client Education [E077]

    Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, InBound Watch Full Video Episode In Our Episode Today: I had some recent conversations that heightened my awareness to a sales approach that, I feel, give me as much discomfort as it does clients in any repair facility. I wanted to take the time to talk about my most hated experience in the transmission shop - having to call clients with subsequent findings AFTER they had already authorized initial repairs. My discomfort lately… was hearing about a sale approach that treated that scenario as an ideal, rather than a failure. My approach I feel is relatively unlabeled - but I would call it a values based client education model. I lay out the core elements of how I see our professional responsibility, how I communicate it, and how I see the most important closing ratio being measured by my own eye-lids when I go to sleep at night. Our Word of the Day: ASYMMETRY (noun) Definition: A lack of equality or balance between two things; when one side has more of something than the other. Used in a sentence: "Information asymmetry exists in automotive service because shops have expertise and diagnostic capability that customers don't possess—the question is whether you use that asymmetry to serve or to control." My hope - is that you wont take a “shortcut to yes” but instead you’ll stay on the straight and narrow path of professional responsibility - truly council and advise with all the information you can learn and share - and avoid painful surrpises for your clients. Sincerely, Craig O’Neill 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 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. InBound 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.netJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. a href="https://remarkableresults.biz/" rel="noopener noreferrer"...

    20 min
  6. Should We Encourage New Customers to Wait? [E076]

    JAN 5

    Should We Encourage New Customers to Wait? [E076]

    Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound Watch Full Video Episode In Our Episode Today If you're like most service advisors, you get uncomfortable when a first-time customer wants to wait. I get it - the pressure, the packed schedule, the preference for phone control. But that discomfort is costing you something massive: the chance to turn a visitor into a client for life. I'm going to share why proximity matters more than you think. You'll hear about transmission pans, cramped offices, and why some of my best client relationships started with a five-mile drive. I'll explain what I was taught early on about separating customers from their vehicles to create urgency - and why those shortcuts only create transactions, not loyalty. You'll learn what waiting should actually accomplish in those first 30-60 minutes, why shops spend thousands on waiting rooms but miss the entire point, and the operational reality you need to face if you want this to work. Most importantly, you'll understand why our relationship was too often with the car when it should have been with the person. Sincerely, Craig O'Neill Word of the Day: Proximity Noun. Nearness in space, time, or relationship. When a client is physically present at your facility, you have something you can't get over the phone - the ability to build a relationship through shared experience. 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 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.netJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to...

    29 min
  7. Communicating Quality Control [E075]

    12/29/2025

    Communicating Quality Control [E075]

    Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound Watch Full Video Episode If you've tried to implement a quality control system before and it fell apart, you're not alone. Over 90% of shops I talk to have no documented QC process - and many who start out approached it excited… but then slowly lose momentum and revert back to old habits. I'm going to discuss why previous QC attempts fall flat. I'll explain why red marks on your inspection forms aren't failures - they're wins - and how documenting catches becomes your most powerful training tool IF we learn to communicate the outcomes constructively. You'll hear the story of a parking lot problem in Sydney, Australia that completely changed how I think about communicating quality control to clients. I'll share what NASA's 344 single-point failures intrigue me regarding systematic approaches, and why your repair processes will benefit from a quality checkpoint before the point of no return. Most importantly, you'll understand why clients don't know what you do unless you tell them - and how one simple text message can distinguish you from "their other mechanic." This is the quality control resolution that actually sticks. Sincerely, Craig O'Neill Word of the Day: Systemic Adjective. Relating to or affecting an entire system rather than isolated parts; problems or solutions that are fundamental to how something operates as a whole. Quality control issues in our industry aren't random - they're systemic, which means they require systematic solutions. Blog Referenced: https://autoflow.com/blog/they-have-systems-for-this/ Link to Curiosity Rover Mission Control “Safe on Mars” Moment: https://youtu.be/34voepoD_8Y?si=wgdTbAgLnuT2snxI&t=3537 Listen … after touchdown is confirmed: “Now we’ll see where our curiosity will take us.” 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 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.netJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters a...

    30 min
  8. Retire These Phrases - Build More Trust [E074]

    12/22/2025

    Retire These Phrases - Build More Trust [E074]

    Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound Watch Full Video Episode In our episode today, I tackle something that's been bothering me for years - the phrases we use in automotive service that we THINK build trust, but actually destroy it. As we get to the end of the year, it's a good time to reflect on habits we'd like to leave behind. I've chosen five common phrases that, in my strong opinion, need to be retired. You've probably said at least three of them this week without even realizing it. The Five Phrases to Retire: "If it were my mother's car...""To be honest with you...""Trust me...""I'm not trying to sell you anything, but...""Like I said..." Here's your challenge: Pick ONE of these phrases this week. Pay attention to how often you say it. Then actively work to replace it with the alternative. That's it. One phrase. One week. You'll be amazed how much more clear your communication becomes. Word of the Day: Platitude - A remark or statement that has been used too often to be interesting or thoughtful; a cliché that sounds meaningful but is actually empty. Sincerely, Craig O'Neill 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 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.netJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. a href="https://remarkableresults.biz/" rel="noopener noreferrer"...

    24 min
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About

A perfect compliment for an individual and for small businesses is to be a better communicator. Craig O'Neill exemplifies influence and leadership in helping people find their fullest potential as communicators. “Speak Up!” is a podcast that clearly focuses on learning to communicate more effectively so that we can influence positive change in all our interactions.

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