Speak Up! Effective Communication

Automotive Repair Podcast
  • 0.0 (0)
  • BUSINESS
  • UPDATED WEEKLY

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. Communicating Quality Control [E075]

    4D AGO

    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
  2. 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
  3. When Competitors Speak Down, You Speak UP! [E073]

    12/15/2025

    When Competitors Speak Down, You Speak UP! [E073]

    Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express Watch Full Video Episode In Our Episode Today: Whether you're a business owner, client service advisor, manager, or mechanical specialist, you WILL eventually be confronted with negative talk from within our own industry. It's usually not blatant. It's often subtle. It always puts the industry in a bad light. It hurts ALL of us whenever it happens. How we conduct ourselves in these moments sets us apart as true ambassadors for the automotive service profession, and that's why it’s our topic today. I hope that our loyal listeners will see the cases where badmouthing happens against you as an opportunity to contrast your shop as the real professionals you are. Sometimes, it felt like our part of the industry was a constant struggle with undercutters that would attempt to blacken our good name. I'll walk you through what I learned across twenty years as a transmission specialist. How to acknowledge the client's real concern without getting defensive, and how you can't explain value until you've earned trust and respect. We’ll cover: APAC (APAC was introduced in Episode 31 with Dennis McCarron) in action even when the poison runs deep and a customer wants their car OUT. The hardest preventative move—walking into their facility to introduce yourself. And the dream scenario where other facilities call to say, "your client is shopping—we told them they're in good hands." Our word of the day: Magnanimous— Adjective. Showing generosity toward competitors. Gracious or forgiving, especially toward a rival or less powerful person. By maintaining professionalism, by being magnanimous, you win even if you do lose an occasional service order. Thanks for keeping your talk UP! Sincerely, Craig O'Neill Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express: 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. Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better. Contact...

    29 min
  4. What to Do When a Customer Pushes You Past Your Limit [E072]

    12/08/2025

    What to Do When a Customer Pushes You Past Your Limit [E072]

    Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express Watch Full Video Episode In our Episode Today: Have you ever lost your cool with a client? Many of us have been there. My story here is about a situation that was completely impossible for me to help with - but I was trying my best to help with - and the client remained defiant anyway… I’ve told this story many ways- and I remember the first time I ever won table topics at my home Toastmasters club was when I told a comical version of it. The story ends with the worst $200 payment I ever had to handle. While I can laugh at some facets of the story now, it is, in fact, a memorable moment in my most formative years in customer service, and it contains some serious lessons. I do believe if I knew now what I definitely didn’t know then, I would have circumvented some issues - but this is why we call it a communication journey, isn’t it? I will break down four lessons I took away from my frustrating case: Lesson 1 - Know your warning signs Lesson 2 - Tag out BEFORE you lose it Lesson 3 - Recognize when logic won't work Lesson 4 - What to actually say when you're at the edge. Our word of the day: Forbearance: Patient self-control when you’re being provoked. I hope you get a chuckle and enjoy the takeaways here! Thanks for listening - and be sure to let me know if you enjoyed this story! Sincerely, Craig O’Neill speakup@craigoneill.net Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express: 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. Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better. 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...

    21 min
  5. Declined Repair Protocols Every Shop Should Follow [E071]

    12/01/2025

    Declined Repair Protocols Every Shop Should Follow [E071]

    Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express Watch Full Video Episode In our episode today: We are diving into one of the most stressful moments in our profession, when a client declines a critical safety repair and your mechanical specialist is standing there saying "they can't drive that." We wont be talking about winning the approval or being a better salesperson. Sometimes the client simply cannot or will not invest in the repair, no matter what you say. So what do you do next? The answer isn't just in what you say to them, it's in how you document the situation. Most facilities either write defensive notes that sound like we're scared of getting sued, or we simply write: “declined” next to the thing you recommended. I'll compare some bad documentation approaches with what professional documentation really looks like. Listen and learn language that considers legality, maintains client relationships, and helps your team see you take their safety concerns seriously. Learn to Document With A Three-Sentence Framework: (Yes, by all means, use AI to help you with this!) Sentence 1: What we found (technical, measurable) Sentence 2: What it means (consequence without threat) Sentence 3: What they chose (neutral, clear) Our word of the day: Dispassionate. It means without emotion or bias. Your documentation should be dispassionate. The facts, no drama, no defensiveness. I hope this gives you language you can use the next time this difficult situation happens… and it will happen to the best of us. Thanks for listening - and be sure to let me know if this helps! Sincerely, Craig O'Neill speakup@craigoneill.net Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express: 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. Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better. Contact Information Email Craig O'Neill: speakup@craigoneill.netJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Aftermarket Radio Network: https://aftermarketradionetwork.com/ a...

    17 min
  6. I Heard My Grandmother's Laugh [E070]

    11/24/2025

    I Heard My Grandmother's Laugh [E070]

    Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express Watch Full Video Episode In Our Episode Today: I was sitting in my office rounding out the work day. It was about 5:30. As I was tapping away at the last lines of the last emails - I heard something like my grandmother's laughter in the other room. I should tell you, my grandmother passed in 2017, there is no way I heard her actual laugh. Then I heard it again. I heard my grandmother laugh. It really was her laugh! And I knew why. I got up from my chair - walked into my daughter's room, and my youngest, she's a freshman in high school, is sitting on her bed with a laptop computer - listening to "Meme Stories." (pronounced “Me Me.”) I smiled, went back to my office chair, closed my eyes, and just listened. With the sounds of my wife preparing dinner downstairs, the clinks of dishes, and the smell of food nearing readiness combined with my grandmothers voice and laughter... I felt as if I was at my grandparents' home 20 years ago. This was all possible because my Uncle Brad commissioned a recording project aimed at capturing my grandmothers voice and her stories. This proved priceless. For our audience I have a real hope that you will do this for you or your loved ones. In this episode - I lay out some tips that made this a real heirloom for our family. Our Word of the Day: Heirloom An heirloom isn't just something old - it's something deliberately preserved because it holds meaning that compounds across generations. Happy Thanksgiving! Sincerely, Craig O’Neill Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express: 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. Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better. 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...

    24 min
  7. SEMA vs. AAPEX: Spectacle is Killing Meaningful Connection [E069]

    11/17/2025

    SEMA vs. AAPEX: Spectacle is Killing Meaningful Connection [E069]

    Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express Watch Full Video Episode In Our Episode Today: It was a busy week in Vegas at AAPEX and SEMA! Walking through those halls, I kept thinking about 2017—the year I met Chris Cloutier at AAPEX. (See Episode 64) That conversation changed my life. It led to everything I do now. And this year, I kept asking myself: Could that have happened today? Something has shifted. SEMA is where the action is. AAPEX was quiet. Vendors are chasing SEMA's crowds, getting high traffic but low-quality conversations. The fanfare is hard to ignore at SEMA, we get that - but focused and meaningful interactions were always my goal at AAPEX. While walking back to AAPEX from SEMA, I inadvertently captured a meme worthy series of shots while a burnout contest roared in the background. It’s the “cool guys don’t look at explosions” meme featureing Chris.  See below.  Even when you try to walk away from the spectacle, it follows you. And eventually? We all look, don’t we? Walking around SEMA, I kept saying: "This is like social media." Same noise, same distraction, same vanity metrics. Racing simulators at software vendor booths along with salespeople desperately trying to grab attention from the passing traffic. Here's the solution: Let SEMA be SEMA. Let AAPEX be AAPEX. The industry needs abnegation (Our WOTD) —vendors must renounce the fanfare and create more focused spaces for real business and meaningful interactions. AAPEX is supposed to be that space.  Then, after our meetings and gatherings… we can check out SEMA's spectacles. Or not. Right now, spectacle is choosing for us. And the spaces where careers change (as it did in my story) seem to be disappearing. Sincerely, Craig O'Neill Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express: 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. Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better. Contact Information Email Craig O'Neill: speakup@craigoneill.netJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Aftermarket Radio Network: a href="https://aftermarketradionetwork.com/" rel="noopener noreferrer"...

    28 min
  8. Things My Grandpa Said: "Some Joe Paluka." [E068]

    11/10/2025

    Things My Grandpa Said: "Some Joe Paluka." [E068]

    Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express Watch Full Video Episode In Our Episode Today: It was a hot day in Phoenix—August 9, 2022. I was in a boardroom delivering a demonstration on digital workflow to stakeholders in a large national organization. I began the demo portion of the presentation by adding a fictional customer to the dashboard. The name: Joe Paluka. I paused and told the audience that today—although I use this name in every demo and have hundreds of times—this hits a little different. The name comes from a phrase my grandfather used all the time. And just hours before the demonstration, I had a phone call from my father letting me know my grandfather passed away that morning. This episode isn't too personal, really... but it does highlight this particular phrase. My grandpa would often say: "They treated me like some Joe Paluka from the two-bay Sunooka" (slant rhymed to match "Paluka"). It meant: "They treated me like a blue-collar tradesman, not the professional I am." I hope you'll hear this story and emerge aware of this phrase. It would make my day to hear the phrase used in my grandfather's other favorite way of uttering it: "This Joe Paluka was invited to speak at _______"—or some other achievement we of humble origins might have opportunity yet to accomplish! Sincerely, Craig O'Neill The Word of the Day: Dapper Neat and trim in dress and appearance; marked by up-to-date elegance and stylish presentation. Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express: 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. Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better. 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...

    26 min
See All (76)

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.

Information

More From Automotive Repair Podcast

You Might Also Like