Mobile Electronics Magazine - Jan-Feb 2022 by Mobile Electronics

January /February 2022

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Risk & Reward

Taking a risk is often necessary for growth: Richard Pappas of Sound Design shares what he’s learned while shifting his focus from surviving to thriving.

The Only Direction is Up The Top 12 Retailers, Top 12 Installers,Top 5 Sales Pros and Top 5 Trusted Techs share a commitment to serve by educating their clients—and educating themselves. Congratulations to this year’s winners.

PLUS: KnowledgeFest Dallas:

Well-attended classes, plus exciting offerings on the show floor, bode well for 2022. Happy New Year!

Know Thyself:

Understanding one’s own personality traits—and those of a client’s—will aid in finding the best solution, and closing the sale.

Volume 54 Issue 1/2

ADVERTISING SALES sales@mobile-electronics.com

EDITORIAL Rosa Sophia Managing Editor 978.645.6466 • rosas@mobile-electronics.com Chris Cook Editor-at-Large Creative Layout and Design: Ana Ramirez Contributing Editors: Jamie Sorcher and Laura Kemmerer

Published by TM

mobile electronics association

Chris Cook, President 978.645.6434 • chrisc@mobile-electronics.com

FEATURES

ARTICLES

12// Industry Awards: Rise of the Phoenix

58 Installs

Richard Basler, Dir. Technology Solutions 978.645.6449 • richb@mobile-electronics.com

When faced with challenges both personal and professional, how do these Industry Award winners respond? The answer is simple: “Bring it on.”

62 From the President

Tony Frangiosa, Chairman of the Board, MEA

DEPARTMENTS

Ad Index

34// On the Show Floor: The Sound of Celebration

4 Editor’s Forum

Alpine Electronics . . . . . . . . . . . . . . . . . . . . . . . . . . 7 AudioControl . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 Escort . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

At KnowledgeFest Dallas in December, attendees looked toward the New Year with optimism: Class attendance soared, and the show floor boasted great new offerings and highly creative demo vehicles.

6 Feedback

ON THE COVER:

46// Real World Retail: Shifting the Paradigm How can a business move beyond survival mode? Richard Pappas of Sound Design shares the business’s journey toward abundance.

54// Strategy and Tactics: A Helping Hand What’s the best way to help someone find what they need? First, learn to understand what motivates your clients by taking a closer look at personality types.

Sound Design first opened in 1993. Facing economic crisis in 2009, the business lost employees and traction—causing owner Richard Pappas to enter survival mode. Today, he works on getting organized, growing his team and looking toward the future with a renewed sense of hope and excitement for the industry. Cover Design: Ana Ramirez

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ME Awards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 ME-TV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 9 Firstech - DroneMobile. . . . . . . . . . . . . . . . . . . . . .63 Harman - JBL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 JVC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Kenwood . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Kicker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 KnowledgeFest -Las Vegas . . . . . . . . . . . . . . . 57 KnowledgeFest-Indy . . . . . . . . . . . . . . . . . . . . . . . 15 MECP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Metra Electronics . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Pixel Technologies . . . . . . . . . . . . . . . . . . . . . . . . . . .53 SiriusXM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 SNAP Finance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 Sony . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 TURY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28,29

EDITOR’S FORUM

On Sunday evening, at the end of KnowledgeFest Las Vegas, we will all come together to celebrate the winners during the most prestigious awards ceremony of the mobile electronics industry.

WINNER, WINNER… … and what comes to mind?

Well, it’s not chicken dinner. It’s the annual Mobile Electronics Industry Awards—a time to recognize those who’ve excelled beyond their peers. On Sunday evening, at the end of KnowledgeFest Las Vegas, we will all come together to celebrate the winners during the most prestigious awards ceremony of the mobile electronics industry. I know many are thrilled to have been nominated for an award. This year, I’m happy to say we’ll get to meet in person for these announcements. This in itself—meeting in person—makes it even more special for me and hopefully for you, as well. What’s it all about? Held annually, the Mobile Electronics Industry Awards comprises a months-long process to recognize and honor those in the mobile electronics industry who best exemplify the professionalism, business ethics, service and expertise we want consumers to think of when they do business in our industry. Candidate companies and individuals submit video nominations and are narrowed to a list of finalists after a selection or voting process. In certain award categories, finalists submit materials which are then judged by a select panel to determine a winner. In other categories, final voting tallies determine the winner. All winners are announced at the special awards ceremony, held the last day of the Mobile Electronics Association (MEA) KnowledgeFest tradeshow and conference this year in Las Vegas. Should you attend even if you aren’t nominated? The short answer is yes. If you are attending KnowledgeFest Las Vegas, there’s a great reason to attend. First, to support and cheer

4 Mobile Electronics January/February 2022

on others who have poured heart and soul into showing who they are to the industry at large. Second, and equally as important: to enjoy a great night of networking with your industry family. It is a rare and special occasion to have that many industry professionals together in one room. The wealth of knowledge and wisdom is hard to measure. All KnowledgeFest Las Vegas attendees are welcome to join us February 20th starting at 6:30pm at the South Point Hotel and Convention Center in the Grand Ballroom. What should you wear? That’s a good question. My suggestion: whatever you’re comfortable wearing. Since this is our industry awards, many like to step it up a bit. Don’t be surprised to see some of the finalists wearing their best bib and tucker. This event has always been a come one, come all, clad in whatever makes you comfortable. So don’t miss the awards just because you didn’t bring your best duds. What’s important is to make the time to join the rest of the industry as we announce and then celebrate the accomplishments of those who took the time to represent the best of the best for the industry. I hope to see you there! But if you miss KnowledgeFest Las Vegas, know that you have several other opportunities to connect, starting with KnowledgeFest Indianapolis, April 1 - 3; KnowledgeFest Orlando, June 10 - 12 (a great place for a family vacation); and KnowledgeFest Dallas, August 26 - 28. Regardless of the event you attend, you can count on over 40 hours of high-quality education workshops and 60-plus hours of your favorite suppliers driving home the benefits of selling their top-quality products and services.

The Elevated Standard

electronics.sony.com/mobile-es ©2021 Sony Electronics, Inc. All rights reserved. Reproduction in whole or in part without written permission is prohibited. Sony and the Sony logos are trademarks of Sony Corporation. Features and speciﬁcations are subject to change without notice.

 feedback

HAVE COURAGE Honesty, integrity and confidence lead the way when it comes to making connections with customers, closing sales and encouraging repeat business. “The first rule of being in business is to do right by the customer. This is why people do business—because they have something to offer. Do right by your customer. That’s what you do every day if you’re serious about being in business. Some companies get so big that they run out of momentum.” Andy Wehmeyer, President, Audiofrog “Have courage. [In sales] use confident leader language. Don’t say ‘I think.’ Leader language is, ‘From my experience…’ or ‘Based on what you just told me, I have a recommendation.’ Whose reasons for buying are more

compelling—ours or the customer’s? Theirs.” Kevin Hallinan, Sales Trainer, Winning, Inc. “Our technicians are encouraged to let management know if something is accidentally broken [during an install]. A lot of our work at dealerships is done outside. Sometimes you’re prying a plastic panel, and it’ll crack. The tech will tell the dealership what happened, order a new piece and Auto Sound will pay for it. This encourages technicians to be honest about accidents. We never penalize them if they break something.” Ron Needleman, Jr., Auto Sound, Plainville, Mass.

6 Mobile Electronics January/February 2022

“The Internet can replace a lot, but not a human connection. If there’s a problem with a product I provide, I can send it out that day and I can take care of it. Any money the customer may have saved in the beginning is ultimately lost with one problem. We’ve tried to coach our customers on that—and then they see the value of supporting a local retailer. That’s how we combated the Internet.” C.J. Barnhart, Solar Pro Tint N Tunes, Warrensburg, Mo.

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 stats

Mobile Electronics Industry Performance

The Mobile Electronics Association reports specialty retailer performance for the past three years and its forecast for the fourth quarter and coming year.

2022 Forecast

2021 v/s 2020 2021 v/s 2020 Retail Sales

1st Quarter

2nd Quarter

3rd Quarter

4th Quarter

Q1 Down 15% Q2 Down 10% Q3 Up 10% Q4 Up 15%

Historical Data

8 Mobile Electronics January/February 2022

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Rise of the

Rise of the Phoenix

When faced with challenges both personal and professional, how do these Industry Award winners respond? The answer is simple: “Bring it on.” WORDS BY ROSA SOPHIA

Sudbury Car Audio, Ontario, Canada Conrad Leduc, owner of Sudbury Car Audio, has been in the industry for 20 years. He said his biggest influence in the industry is Keith McCumber of SoundsGood in Coquitlam, BC. “He’s taught me so much since I met him,” he said. In 2014, he opened Sudbury Car Audio and leased 1,200 square feet. “We kept pushing and growing,” he said, adding that for the last seven-and-ahalf years, he’s worked alone. “The shop grew so much that for most of 2021 I was booked out three to four weeks at a time, even in the winter,” despite not selling many remote starters. Finally, after a lot of encouragement from industry peers, Leduc said he began interviewing potential employees. “When Josh applied and we spoke, I knew he was the right one. He didn’t have a ton of audio experience, but he had something you can’t teach—he had heart, respect, loyalty and the willingness to learn and grow. I’m so glad to have him work with me.” Sudbury Car Audio has also redesigned its showroom, adding branded signs and new motorcycle and car audio displays, as well as displays for sound dampening and emergency lighting. Dealing with COVID-19, Leduc said, has been the most difficult part of the past year due to closures and job cancellations. Right now, he added, one of the business’s biggest challenges is its small space. “We’re in the process of looking for a building to buy or lease if the space is right. We need to grow our floor space to be able to expand into other areas of the automotive business,” Leduc explained, adding that he’d like to get into additional categories in the coming years, such as detailing and window tint. Titan Motoring, Nashville, Tenn. The staff at Titan Motoring are highly-talented award-winners with a diversified skillset, according to owner Philip Lindsley. Within the past year, the business’s main focus has been to expand its expediter program. “We now service dealers in three states, totaling over 90 dealerships,” Lindsley said, adding that Donny Wolfe and Ray West have both “pushed me to grow, learn, shift and be accountable—not only to my staff and myself, but to the industry.” In the next few years, he anticipates even more growth: “In five years, I expect us to triple our yearly revenue with increased margins, and a larger, better-outfitted facility,” he said. Additionally, he hopes to explore franchising the business.

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A Helping Hand

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Devine Concepts, Naples, Fla. Adam Devine, who has been in the industry for over 21 years, manages Devine Concepts as a sole proprietor, and he said he’s looking to hire. “I love to coach and teach, so I work with other technicians and owners across the country and help provide support from technical issues to business opportunities,” he said. “I also help teach at KnowledgeFest, and I contribute to the MECP program as a Subject Matter Expert.” Recently, Devine Concepts was able to double its space, and now has 3,200 square feet. “We were a single bay. Now we can support four vehicles at a time,” Devine said. Keeping up with demand has been difficult, however. “Most proposals take more time than they previously did due to inventory constraints,” he explained. “You can’t get a client excited about a build only to find out that three or four items out of the 16 quoted may not be available till Q3 of next year.” Devine said the plan for the next five years is to continue expansion and to build a team: “That will allow me to focus on running the business and brand, working toward a position of coaching, training and leadership—instead of being a one-man band, and have the business run me.”

Sanford Sound, Sanford, Maine Jack Bogard has been the owner of Sanford Sound since the mid-90s. He has been in the industry for 27 years, and he’s also a retired firefighter. “I would not be here without my staff,” he said. “Each of them brings a unique element to my business and the customers’ experience. It’s my responsibility to lead, but it’s their individual culture that allows us to relate to everyone who comes into my store.” After 26 years of being in the same location, Sanford Sound has moved, going from renting 2,000 square feet to owning 8,000 square feet. The new location is only 150 yards away from the old one. “We totally rebuilt the inside space in nine days,” he said, adding that the renovations started December 26, 2020. “We opened on January 4, 2021. In those nine days, over 40 friends, family members, brother firefighters, employees and manufacturer reps helped out.” Hiring and maintaining staff, Bogard said, has been difficult. The other challenge has been getting products. As for the future? Bogard said he just wants the business to continue developing and improving. “My mom always told me,” he added, “do what you enjoy, and you’ll never work a day in your life.

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Sound Evolution, LLC, Houston, Texas After being involved in the industry for 10 years, Jake Jesty and his brother Jesh recognized a need for better service in the area and opened their own retail store. The business has been open for five years, and recently renovated its installation bay and wood shop. “Once all that was completed, we added central air conditioning and heat to the installation bay. That was definitely a factor in talent retention,” said Jake Jesty, adding, “We wouldn’t be here today if it weren’t for the hard work of our whole team. My brother Jesh handles our social media marketing, takes pictures and creates content to share daily. He also handles the accounting, permitting and all the necessary official business duties.” The rest of the staff includes Chase Beaujean, lead technician; James Mitchell and Chris Brown, technicians; James Bradley, breathalyzer department; and Edwin Salazar, master fabricator. “They all help keep things flowing from the front to the back of the store,” Jesty added. The team also recently updated all the sound display boards, and added space to house a new automation and production sector, according to Jesty, who said a CNC router and laser are on order. He noted that he’s drawn a lot of inspiration and guidance over the years from Mobile Toys, Inc. and Chris Pate. “Another influence of mine would be Tim Dunaway from Dunaway Garage,” Jesty said. “He’s helped us take several builds to the next level and pushed the whole Sound Evolution team to step it up.”

iNNovative Concepts, Wilbraham, Mass. About 15 years ago, Nicholas Frazier entered the 12-volt industry, working his way up until he opened his own business, “focusing on the client experience and high-end builds.” Currently, the shop has 2,500 square feet of space. Frazier has one employee. “Tim has been a great addition, and he’s really been willing and able to adopt my ways of installing,” he said, “including my need for things to not only work their best, but look their best as well. I primarily do the fabrication and audio tuning while the rest of the installation duties are split between us.” Frazier said he handles sales and client services, adding that his wife lends a hand from time to time. In the past year, the fabrication area was updated to include more storage and a CO2 laser. Frazier has also provided paid training time and courses for his technician. “The supply chain has been the most challenging part of the past year,” he said. “It’s terribly hard to get core products from some brands. We have, however, been fortunate to have a lot of vendor partners we’ve had great success with.” In the next few years, Frazier anticipates further growth and hopes to hire more staff to handle day-to-day tasks, so he can focus on fabrication.

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Rise of the Phoenix Car-Tunes, Inc., Greenville, Miss. Since 2001, Kimberly Trainer has been the owner of Car-Tunes, Inc. in Greenville, Miss. Her son, Dalton Trainer, is the business’s lead technician. “His dedication and attention to detail in every installation is so valuable to our business,” she said. “Our sales manager, Jacob Mallette, does an amazing job. His skills and calm demeanor are essential to closing sales in our showroom.” The shop’s latest addition is Austin Box, apprentice technician. Trainer’s influences in the industry include Eddy Kay, Steve Irby of Kicker and Solomon Daniels, “whose words of wisdom in so many years of Mobile Electronics magazine editorials, and early marketing advice, helped shape my business plans,” she said. Car-Tunes, Inc. has grown a lot in the past year: The expanded installation facility has been finished, complete with a vehicle lift and an additional staff bathroom. The hardest part of the project, Trainer said, was securing permits and handling construction delays due to material and labor shortages. The business is already on to the next project: Construction on a full-service fabrication room has already begun. Trainer aims to continue growing the team, adding additional employees “to handle expediting custom designed vehicle audio integration parts via our website to consumers and other mobile electronics businesses,” she added.

NVS Audio, Roselle, NJ Carlos Ramirez, owner of NVS Audio, has been in the industry for 25 years. “I can’t do what I do without the support of my wife and my NVS Audio team,” he said. “I am nothing without them.” Those who’ve influenced his work ethic and dedication include his parents, Bryan Schmitt of Mobile Solutions, Ken Ward of Educar and Andy Wehmeyer of Audiofrog. In spite of the difficulties the industry has faced recently, Ramirez opened a second location in the midst of the pandemic, and the business experienced its most profitable year. “Hopefully, it continues to grow at the same pace,” he said, adding that he’d like to one day relocate his business to Florida.

SoundsGood, Coquitlam, Canada Keith M. McCumber, owner of SoundsGood, has been in the industry for 34 years. COVID-19 led to a lot of additional, in-depth cleaning practices and sanitizing of vehicles, which McCumber said is the biggest change the company has implemented in the past year. The biggest challenge, he said, continues to be people—whether it’s due to cancellations, vendors not delivering products on time or other unanticipated issues. When it comes to those who’ve most influenced his career, McCumber said, “Jason Kranitz is at the top of my list. He continues to show me better ways of doing things.” Others who inspire him include Del Ellis, Marcel Newell, Andy Wehmeyer, David Singh, Ken Ward, David MacKinnon, Brian Mitchell and Ata Ehdaivand. “My wife has helped me to see things in a corporate light, keeping our family business thriving,” he added. In the future, McCumber anticipates more vacation time for himself and his team. “Our growth has been highly motivating,” he said. “I realized a long time ago that my staff is my company. Without them, it would fold.”

Elevated Audio, Denver, Colo. Andrew Woodward, the one-man team at Elevated Audio, has been in the industry for 20 years. He opened his business in 2013. “Going back to the basics of what eally makes me happy has been the biggest change to improve the business,” he said. “Building customer relationships and installing is what brings me the most joy. Since the downsizing, I’ve been able to focus on my own happiness much more and stop chasing the money I thought I wanted.” Woodward said he looks up to many of his industry peers who’ve encouraged him to always aim higher. “It’s a collective of knowledge from many sources that have led me to this point in my life,” he added. “I look forward to continuing to build my brand identity. It’s been lots of fun up to this point, and I can only hope that in five years I’m still doing what I love.”

20 Mobile Electronics January/February 2022

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Vanguard Automotive Design, Stony Point, NY ((Image: Vanguard.jpg)) Nick Apicella has been in the industry for five years, while his business partner, Chris Gliemann, has been in the industry for 21 years. Recently, the two men brought their separate businesses together, combining Apicella Auto Sound and Epic Auto Wurx to form Vanguard Automotive Design, and moved into a new facility. Building out the new shop has been a challenge: Apicella and Gliemann said they expected it to take about a month, but instead it took ten weeks. “Our employees fill their roles perfectly,” they said. “Matthew Kim is quickly becoming one of the best in the industry. Antonio is also on the younger side, with a knack for detailing and paint care, and James has the best work ethic we’ve ever seen. He’s soaking up all aspects and information of our industry.” Together, Apicella and Gliemann aim to continue growing the business. “We have a lot of plans in place,” they added.

Mobile Toys, Inc., College Station, Texas Chris Pate is the owner of Mobile Toys, Inc., a business well-known for its staff of highly-skilled award-winners. According to Pate, who’s been in the industry for 29 years, the business’s staff is one of the most well-trained in the world. “We have three Installers of the Year, one Rookie of the Year and multiple MECP certified technicians all running CAD and automation,” he said. However, he added that staffing has still been a challenge in the past year. As before, his main focus continues to be growing the MTI Acoustics brand.

22 Mobile Electronics January/February 2022

Rise of the Phoenix

B.J. Curcio, Broken Silence Custom Car Audio, Greenwich, Conn. Around 2000, B.J. Curcio began delving into car audio. In 2007, he started installing professionally. Currently, he’s the owner of Broken Silence Custom Car Audio, and he also works in sales. Starting his own business, he said, has been the highlight of his career. His biggest influence is Nicholas Frazier. “He is one of the most knowledgeable installers I know, Curcio said. “He’s taught me a lot and helped me out so many times over the years.” Curcio also noted the biggest mistake he ever made as an installer: “I built an entire enclosure and trim panel in the trunk of a car, but forgot to take into consideration the arms holding the trunk lid up,” he said, adding, “It was a total re-do.” In five years, Curcio aims to expand his business: “I want to concentrate more on being an owner and spending less time in the bay.” Jesse Mitchell, Safe & Sound, Manassas, Va. Currently the lead tech and store manager at Safe & Sound, Jesse Mitchell has been installing for 30 years. He noted that some of the proudest moments in his career include an F#1 training in 2001 with Steve Brown and Chris Yato, and a SEMA trip he won for being in the Top 12 for selling Alpine Restyle radios. “I once closed the hood of a Ford Probe on my screwdriver, plunging the tip through the hood,” he said, recalling his worst mistake as an installer.

Phil Cantu, Mobile Toys, College Station, Texas At Mobile Toys, Phil Cantu works as a fabricator. “As a design team, we often give each other input and collaborate on design and technical ideas to achieve our individual project goals,” he said. Cantu has been installing for 18 years, 15 of them professionally. In 2020, he made the Top 12 Installers list. “It was my first time submitting,” he added. “The biggest mistake I’ve ever made as an installer was not embracing technology sooner,” he said. “Since I started working at Mobile Toys five months ago, I’ve received a crash course on all the latest technology and techniques that have made this shop famous.” He said there’s a long list of people within the industry he’s admired over the years, while “learning how to become a better installer and fabricator myself.”

Nicholas Frazier, iNNovative Concepts, Wilbraham, Mass. The recent addition of a technician to Nicholas Frazier’s shop has helped lessen the load, he said, adding that he’s been installing for about 15 years. His proudest moments are many, he said, like “seeing the reaction on a client’s face when we deliver a vehicle to them. It’s enjoyable and humbling to see a grown man almost brought to tears with enjoyment.” His interest in 12-volt began when he first started driving and wanted to get an audio system installed in his car: “I saw the cut corners, the poor craftsmanship,” he said. “It led me to doing everything myself—learning the ins and outs, and eventually becoming the technician I am today.” In the past, he said, he made the mistake of listening to others when they said something couldn’t be done: “It held me back from advancing and learning.” Outside of work, Frazier enjoys spending time with his wife, Tiffany, and their family. He also likes to travel and play video games.

Marty Adamschek, Andres Electronic Experts, Courtenay, BC, Canada As only installer at his location, Marty Adamschek handles everything from tear-down to wiring, fabrication to upholstery and tuning. He has been installing for 30 years. “The proudest moment in my career is when my first article and vehicle feature appeared in Performance Autosound magazine,” he said. Outside of work, he enjoys camping, traveling and spending time with his family. His influences include Tim Ballie, John Schwartz, Dean Beyett and Joe Johnson—and last, but certainly not least, his father. “Probably the biggest mistake I’ve ever made is thinking I have enough time,” he said. “I try to do every job to the absolute best of my ability, and sometimes it’s neither in the budget or the time constraints.”

24 Mobile Electronics January/February 2022

Adam Devine, Devine Concepts, Naples, Fla. Back in 2001, Adam Devine attended Mobile Dynamics with Todd Ramsey and acquired his Basic and First Class MECP certifications. He worked in big box retail for almost 16 years until opening Devine Concepts. He has been installing for 21 years, and currently handles all departments at his small business, with hopes of hiring additional staff in the future. Devine Concepts was the 2020 Mobile Electronics magazine Retailer of the Year, and in 2019, Devine earned MECP Technician of the Year. His influences include Todd Ramsey, Kris Bulla, Bryan Schmitt and Matt Schaeffer. His biggest mistake as an installer? When he first started out, he cracked a windshield on a Nissan Pathfinder. “I was using the back end of a hook pick to run a satellite antenna wire down the edge of the window glass,” he said. “The pick happened to touch the raw edge of the glass and the raw scrape was just enough to put a small hairline crack on the windshield.”

Roop Gossal, Inc Ridez, Surrey, BC, Canada As owner of Inc Ridez, Roop Gossal manages the shop and also handles administrative work, outside of his installation duties. He has been installing for 18 years. He credits Warren Stephan, who ran the school he originally attended. “He taught me what it meant to be a high-end installer, how all the details matter and to never compromise your work for anyone,” he said, adding that his proudest moments include being named among the Top 50 Installers in 2017, and earning a paid trip to France in 2014 for a Focal training tour. Outside of work, Gossal enjoys spending time at the local race track during the summer, adding that he recently purchased a Formula BMW. He also likes to travel and spend time with his family. “Being married for the past two years, building a family is probably the next biggest change ahead,” he added.

Brian Mitchell, Liquid Trends Modesto, Modesto, Calif. Besides being the installer at Liquid Trends Modesto, Brian Mitchell is also the owner and salesman. He’s been installing for 37 years. In 2020, he won the MECA Culbertson Cup for the best-sounding car in the MECA finals, which is said was the proudest moment of his career. “My biggest mistake as an installer,” he said, “was not keeping up with new technology in the middle of my career. I have since corrected that, and it’s helped me achieve much of my success”

26 Mobile Electronics January/February 2022

Rise of the Phoenix Chris Ott, Speed of Sound Technologies, Milford, Conn. Aside from working as an installer, Chris Ott interacts with clients during the sales process at Speed of Sound Technologies, “mainly to build value and trust,” he said. He has been installing professionally for over 25 years. “I handle the bigger audio and fabrication projects to free Melinton up a bit more to work on growing the business,” he added. “I want to support everyone as best I can to help elevate the team as a whole.” The proudest moment of his career, he said, was “being recognized all over the U.S. and other countries for the first-ever iPad Mini install.” When asked about the biggest mistake of his career, he said he instead refers to them as learning opportunities. “I’ve had the occasional mishap on a vehicle just like every other tech has at some point,” he added. He noted that he learned his work ethic early on from his father. Additionally, his biggest professional influence is Jeremy Carlson: “I have a lot of respect for what he’s accomplished and how he carries himself,” he said. Outside of work, he and his wife enjoy exploring new places, trying new restaurants and bars, and spending time with family and pets. In the future, he said, “I want to become wiser, be a better husband and friend, keep working on myself and improve my shortcomings, and keep chasing my passion for building cool audio systems.”

Dalton Trainer, Car-Tunes, Inc., Greenville, Miss. At Car-Tunes, Inc., Dalton Trainer is the lead technician and fabricator. He also assists on the sales floor whenever needed. Trainer has been installing professionally for about 10 years. Thinking back to a mistake he made in his career, he said he accidentally broke an already weakened windshield: “I was testing a shock sensor in an older vehicle that had a rock peck in the windshield. When I bumped the glass, it shattered.” He noted he’s had multiple influences—chief among them is his mother, Kimberly Trainer. “I also have multiple industry friends such as Adam Devine, Carlos Parra, Marty Adamschek, Joe Giallombardo, Milton Benavides and many more,” he said, adding that they talk with each other about jobs they’re working on, and often reach out for professional opinions or feedback. Trainer’s dream is to be named Installer of the Year within the next five years. “I also want to have a full understanding of CAD formatting, since our new fab area has a CNC laser and 3D printer,” he said.

UPGRADE LINE - Power Windows - Side Mirrors Automation • Auto roll up and down by original key fob or aftermarket remote • Simple Plug and Play installation • Innovative Auto Reverse System (Anti-Pinch) • Adds express auto up/down to any OEM power window system • Adds Tilt Down feature for passenger side mirror to avoid spo blind spots

Exclusive ARS (Anti-Pinch)

• Adds Auto Folding side mirrors by original key fob or aftermarket remote • Adds remote sunroof closing/opening by original key fob or aftermarket remote

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Arturo Ceballos, Audio by Art, San Antonio, Texas In the industry for 19 years, Arturo Ceballos currently owns his own business—Audio by Art—and handles sales and installation along with many other administrative tasks. Over the years, he said, he’s made many mistakes. “I’ve learned from them. The only way to learn is to go for it,” he said, adding, “Research why [it happened] and hopefully you’ll learn and apply changes.” Ceballos most enjoys interacting with clients and designing audio systems. While many have influenced and inspired his continued growth in the industry, he said the long list includes Jeff Smith, Jason Digos, Jason Kranitz, Michael Belair, Al Patel, Chris Yato and Larry Penn.

Jaime Palafox, Agoura Autosounds, Agoura Hills, Calif. A 28-year industry veteran, Jaime Palafox is the owner of Agoura Autosounds. He said one of his proudest moments was having his business featured on the cover of Mobile Electronics magazine. One of the biggest mistakes he made early on in his career, he said, was not getting involved in enough trainings. He named Tom Miller as one of his influences, and added that he hopes to see improvements in the next few years that will allow him to “work more on my business instead of in it.”

Jim Skaggs, Mobile Toys, Inc., College Station, Texas After starting his career, Jim Skaggs joined the staff at Austin-based Custom Sounds. Skaggs has been in the industry for 20 years. “My time at Custom Sounds allowed for substantial growth in my industry experience and my sales and service ability,” he said. He moved on to Seattle-based Car Toys, and several years later found his way to Mobile Toys, Inc. in College Station. Currently, he oversees MTI Acoustics, a division of Mobile Toys. In the past year, he said, he’s been applying lessons learned in patience: “I have found better ways to communicate with my clients,” he said. “Being able to take an extra breath sometimes can make all the difference in the world for yourself and your client.” Skaggs’ greatest influences in the industry include Brian Dorsey, former Vice President of Custom Sounds. “Despite not having worked together in many years, his lessons have always stuck with me,” he said. He also noted Youseff Phillips, from whom he learned to strengthen his work ethic. “In five years’ time, I see my role with MTI Acoustics growing into much more of an executive position,” he added. “By this, I mean overseeing growing the company, expanding to different markets while allowing Mr. Pate to focus all energies on MTI Automotive Design.”

30 Mobile Electronics January/February 2022

Rise of the Phoenix Parish Tanner, Ocala Car Audio and Tint, Ocala, Fla. Parish Tanner has been professionally installing for 27 years, and is the owner of Ocala Car Audio and Tint. Currently, keeping up with ever-changing product availability has been the biggest challenge. Tanner said it’s hard to pick just a few who’ve influenced his career over the years: “So many great folks have helped [make me who I am today]. I always have to look back to my first job in the industry. When I met Peter Magee with Safari Audio, [we had a] two-hour long conversation at Ryellos Italian restaurant. He laid out a number of possible career paths, while letting me know what it had meant to him. I think that single conversation helped lay out a professionalism in me that has held throughout the years.” He also named Mike Eckley, Mike Barcia, Bill Freeman, Dennis Hopper, Curtis Crowe, Brett Karuza, Rick Fass and John Schnied, among many others “who’ve invested real time in me, and I can never say enough.” In the near future, Tanner hopes the company will become more self-sufficient in terms of day-to-day operations. He hopes to continue to give back to his community, and help local children “find their own positive voices.”

Kristin Bouldin, DES of Wilmington, Inc., Wilmington, NC Kristin Bouldin has been in the industry for about five years, and started out with DES of Wilmington when the company was a bit smaller. “We now have a ten-car garage, so my duties have expanded to grow with the company,” she said. Bouldin handles scheduling and administrative duties, along with sales and customer service to “ensure [our clients] have a great experience as well as our employees—because without happy employees, a company cannot function smoothly enough to keep growing.” In the past year, she added, she’s focused on amassing knowledge. “This gives me the ability to present the best solution in the best way, to achieve whatever our customers’ vision may be.” Her biggest influence, she added, is the owner of DES, Branden Shuler. “He inspires me to thrive on finding a better way to do things—always changing, always growing and improving,” she said. “His ethics on being a business owner make me strive to be better at what we do every day.” Bouldin anticipates remaining at DES: “I feel I’ve been given so much room to grow, not just as an employee, but as a person,” she explained. “Having a career that I enjoy going to every day is such a blessing.” Dustin Williams, Rogers Stereo, Greenville, SC For the past seven years, Dustin Williams has been a part of the 12-volt industry. His career began fresh out of high school. After working at several other shops, he is now the lead salesperson and sales trainer at Rogers Stereo. In the past year, he’s worked to alter his customer service technique. “Equipped with more confidence, I no longer ‘budget’ my customer,” he explained. I look at all of my clients as potential high-end buyers, and I’m no longer afraid. In doing this, I have noticed my average ticket amount increased dramatically. You would be surprised how many ‘average spending’ customers would pay more for better quality,” had they been given the option in the first place. Over the years, Williams has learned from many in the industry, but he said Chris Pate has been one of his biggest influencers. Although they only worked together for a few months, he said Pate still inspires him. “He helped drive my already-existing work ethic, professionalism and expertise to another level,” he said. Williams’ passion for music extends beyond 12-volt: He plays 12 instruments, including the guitar, piano and violin. He also enjoys spending time with his wife and three kids, and dreams of one day owning his own shop.

Robert Kowatch, Perfectionist Auto Sound, Anchorage, Alaska For over 17 years, Robert Kowatch has been in the 12-volt industry. In the past year, he’s increased his focus on creating a better work and home life balance. He said that John Schwartz has been his biggest influence, providing him with positive examples and professional trainings to help him grow. In five years, he said, “I want to continue to grow and break sales records every year.” Outside of work, Kowatch enjoys sports, playing poker and attending his daughter’s sporting events.

Jesse Mitchell, Safe & Sound, Manassas, Va. When it comes to how many years he’s been installing, Jesse Mitchell said about 30—“If we include the 1978 Toyota Celica I did for mom as a youth.” At Safe & Sound, he’s the lead tech and store manager. Outside of work, he enjoys spending time with his family, buying cars he doesn’t need and investing in the stock market. Brian Mitchell, Liquid Trends Modesto, Modesto, Calif. For 37 years, Brian Mitchell—owner of Liquid Trends Modesto—has been working as an installer. Outside of work, Mitchell enjoys spreading his love of car audio to others, spending time with his son and his dogs and going to Disneyland. His father, he said, has been his biggest influence: “I wouldn’t be the man I am today without his guidance.”

Marty Adamschek, Andres Electronic Experts, Courtenay, BC, Canada Outside of work, Marty Adamschek enjoys camping, traveling and spending time with his family. His influences include Tim Ballie, John Schwartz, Dean Beyett and Joe Johnson—and last, but certainly not least, his father. “Probably the biggest mistake I’ve ever made is thinking I have enough time,” he said. “I try to do every job to the absolute best of my ability, and sometimes it’s neither in the budget or the time constraints.” Adam Devine, Devine Concepts, Naples, Fla. Devine Concepts was the 2020 Mobile Electronics magazine Retailer of the Year, and in 2019, Adam Devine earned MECP Technician of the Year. His influences include Todd Ramsey, Kris Bulla, Bryan Schmitt and Matt Schaeffer. His biggest mistake as an installer? When he first started out, he cracked a windshield on a Nissan Pathfinder. “I was using the back end of a hook pick to run a satellite antenna wire down the edge of the window glass,” he said. “The pick happened to touch the raw edge of the glass and the raw scrape was just enough to put a small hairline crack on the windshield.”

Alan Lindgren, Speed of Sound, Memphis, Tenn. Very often, Alan Lindgren admits he doesn’t call himself an installer because he’s worked in so many different aspects of the industry, from sales associate to manufacturer’s rep. “For many years, I pivoted, and my company was a manufacturer, selling products of my own design,” he explained. “In more recent years, I’ve moved back into custom car audio and fabrication.”

32 Mobile Electronics January/February 2022

 Show Coverage

At KnowledgeFest Dallas in December, attendees looked toward the New Year with optimism: Class attendance soared, and the show floor boasted great new offerings and highly creative demo vehicles.

34 Mobile Electronics January/February 2022

The Sound of Celebration

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 Show Coverage JBL Pro Components Distributed by Fair Interamerican, Inc., JBL offers various sizes of speakers, drivers and super tweeters, for which they are the leader in the market. The super tweeters provide 80 to 300 watts RMS. Speakers and drivers range from 80 watts up to 2,800 watts RMS. Made in Brazil.

RAD Line of Subwoofers The RAD line is Fair Interamerican’s brand of handmade subwoofers, made in Brazil. This is high-efficiency subwoofer is designed to optimize the customer’s investment in equipment to create a system. If the accompanying speaker is rated at 2,500 RMS, all that’s needed to drive it to its maximum efficiency is a 3,000-watt amp.

36 Mobile Electronics January/February 2022

Term Lab “Winner’s Edge” Analysis Tool New to the Term Lab measurement software is “Winner’s Edge,” a data-logging and analysis tool. After an installer or a competitor takes a measurement, they can record it. This tool saves all the measured data and logs over 130 different types of calculations. It also records weather data, elevation, barometric pressure and temperature, allowing the user to see how weather or a system setting can impact measurements. For example, if a competitor attends a show which is being held at 3,000 feet, and the temperature is 78 degrees, they can input this data along with the barometric pressure, and the software will recommend a frequency that will maximize a score during competition. “Winner’s Edge” is included free with the Term Lab software. Anyone who is interested in learning about the software, or any online training opportunities, can visit www.termpro.com.

Triton SX Series Subwoofers The brand-new Triton SX Series subwoofers, distributed by DOW Technologies, offers a 6.5-inch subwoofer with 2.5-inch voice coils. It’s available at two and four ohms, and has dual 40-ounce stacked magnets, making for an impressive weight and a lot of bass output in a small footprint. The size of the subwoofer also offers more opportunities for integration. These subwoofers are competition-grade, with great margins for retailers, but they’re also aggressively priced for consumers, making it more affordable to incorporate them into a system meant for competition. Also available from Triton is an EL Series—a good price point for everyday consumers—and an SQ Series. Beyond this brand, DOW Technologies offers other categories such as marinegrade and powersports speakers.

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 Show Coverage SounDigital EVOX2 Amplifier Line EVOX first launched in 2019, bringing smaller, more powerful amplifiers to the market. The company created “amp families,” so 2- and 4-channel amps could be matched up. Noting important changes, SounDigital has updated the multichannel amps with a new heatsink and reinforced key locations on the boards. While this happened, the mono amplifiers in the line were reimagined, making them smaller and more versatile by reintroducing the 1600.1 EVOX2, and bringing back the full-range capability of several of these key amplifiers. The photo shows the 8000.1 EVOX in its smaller, more powerful size.

Ground Zero Iridium Line The already-available Iridium lineup was recently revamped: The amplifier lineup is now more stable, offering more power in the same footprint as before. These entry-level products allow a customer to transition into Ground Zero affordably and comfortably. The GZIF and GZIC component and coaxial series has been redesigned to take advantage of updates in driver design, sound quality and performance. The upgrade in the mid-bass cone style helps eliminate the need for a crossover, making it more installer-friendly and increasing overall performance. The new technology will be coming to the line of subwoofers, as well.

38 Mobile Electronics January/February 2022

COMESEET HEM I NACT I ONATT HESHOW. ANDASKABOUTOURMEASHOW SPECI AL S.

CALL: 7205833835/ /EMAI L: mot ot v@mot ot vnet wor k. com

The Sound of Celebration Kingpin University Expands Class Offerings The industry can look forward to new class offerings from Kingpin University in the coming year, according to instructor Jason Kranitz. Beginning in February, there will be a class every month, ranging from technician to fabricator courses and sales and owner trainings. Additionally, online trainings will continue to offer different topics which help to prepare students for in-person classes. Kranitz noted that some online classes are prerequisites to certain in-person sessions, noting, “Students can do the online part from home, and the in-person class coincides with that,” allowing in-person trainings to begin at a deeper, more involved level. Technicians can look forward to a basic tuning class. Kingpin University is also offering a goal-setting course in the owner and manager track, along with a popular class on bidding.

CTK Vibration Dampening for Every Price Point CTK offers various level of vibration dampening for each price point, beginning with a practical, more affordable option. The Standard Pro—attractive for its heavier weight—is aimed toward professional installers who like a better price quality match. The Premium product is available in two- and four-millimeter, with a winning combination of polymers and plasticizers, along with a butyl compound. Finally, the Dominator is made for SPL cars and comes with 200-micron foil on top.

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 Show Coverage JL Audio Tun4 Software and Max Measurement System The Max Measurement system, added to the Tun4 software, offers real-time analysis acoustically. It has a built-in RTA with equalization controls. This professional-grade measurement system allows for quick and efficient tuning of a DSP. With a lot of built-in micro automations, it takes away the guesswork when it comes to tuning. It allows the technician to auto-EQ to targets, quickly find delays and apply appropriate delays to speakers to ensure sound arrives at the listening location at the same time. The Max system takes the Tun software to the next level with a five-mic array, allowing the technician to create a sphere where a head would be in a vehicle—then, measure and correct for listening location. The software is free. The kit comes with five mics, a mounting fixture, USB cable for connection, power adapters and a travel case. The user must supply their own tripod.

Wet Sounds WW-8CH-LD MarineGrade Line Driver This 8-channel line driver with four outputs was made for powersports and marine, designed to get wet. It comes with a wired remote that allows the user to control two separate channels, such as 7 and 8, or 5 and 6, for optimal volume control. LED lights make for a user-friendly experience: When it’s turned up, a blue LED light alerts the user, letting them know it doesn’t need to be increased anymore. This prevents further distortion in the signal going to the amplifiers. Often, sound enthusiasts try to build a system using Bluetooth from a soundbar, but with amps, subs and speakers added to the equation, the signal is minimized. This line driver provides enough signal for more than a sound bar and extra amps, since the necessary signal can’t be acquired from just a Bluetooth device.

41 Mobile Electronics January/February 2022

The Sound of Celebration Vibe Audio Powerbox Mini Amplifiers These amplifiers are available in 100 watts x 4, and 150 watts x 4, with a small chassis for easy installation. The line builds on the success of the Powerbox Micro amplifiers. The range of Powerbox Mini class D multi-channel amplifiers feature a MOSFET output stage usually reserved for large platform amplifiers. The class D topology is much more efficient that the traditional class AB used in this style amplifier, so the amp can be smaller and stay much cooler during operation. The high efficiency design means less current draw and less strain on the factory charging system. The OPTISOUND™ Advanced OEM integration makes this product perfect for OEM installation. The OPTISOUND Range has become the go-to upgrade of choice for many dealers when forced to retain the factory head unit. The VIBE Sound Studio™ active crossover networks are a simple and easy way to run speakers fully active without the need for complex crossovers. Visit www.12velectronics. com for a full line of products. At 100 watts, the MSRP is $259.99. At 150 watts, $309.99.

PRV Audio Mid-Range Speakers This line of speakers comes in various sizes. They are waterproof and intended for UTVs, four-wheelers, motorcycles or Polaris Slingshots. The product offers a carbon fiber cone, a high-temperature voice coil and a large neodymium magnet, making for a clean sound with very low distortion.

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 Show Coverage Corzus Line of Amplifiers About 30 years ago, Corzus began making the first Class D amplifiers at its factory in Brazil. This line of amplifiers starts at 400 watts and goes up to 15,000 watts RMS, operating between 9 and 18 volts. Distributed by Fair Interamerican, Inc.

Metra Electronics Line of Jeep Accessories and Lighting At the Metra Electronics booth, the company displayed a line of Jeep accessories and lighting, including speaker adapters to change the front speakers from fourinch to six-and-a-half. Additionally, the company shared a new line of lighting products—underglow kits for Jeeps, and RGB color-changing headlights.

Hertz MPS 250 Mille Pro Shallow Mount Subwoofer This shallow mount subwoofer is designed to provide high-quality performance in areas with very little space—for example, under the rear bench of pickup trucks. This subwoofer has a depth/performance ratio which has never been achieved before. The cone excursion capacity is 20 percent higher than a traditional design. This target has been achieved thanks to the ingenious suspension group design featuring a dedicated support structure for spider and coil.

44 Mobile Electronics January/February 2022

The Sound of Celebration TURY Electronics Pro Window Automation Line With the window automation line from TURY Electronics, the user can more easily control the factory power windows, locking the vehicle and rolling all the windows up at the same time, or unlocking it and rolling them down. There is no additional aftermarket alarm or key fob needed. Incorporated in this product is anti-pinch technology to prevent accidental deaths, such as in the case of a child or pet getting its head caught in the window. The system uses load resistance to sense an obstruction. It then removes the load, plus two inches. Additionally, while some vehicles have an auto-up and auto-down feature only on the driver’s side window, this product adds that feature to all windows. The MSRP is $299.

ZZ-2 Line of CarPlay and Android Auto OEM Integration Products ZZ-2 offers an all-in-one solution, primarily for higher-end vehicles. The CarPlay and Android Auto kit, for example, integrates the latest technologies into the factory system, allowing the user to select smartphone features directly from vehicle controls. The line of integration products also incorporates full safety features and camera inputs.

TURY Electronics FAST Gas Pedal Enhancement FAST is a plug-and-play device that removes any delay from the factory gas pedal. It also allows the user to lock the gas pedal to prevent theft. Additionally, the user can limit performance for valet parking or other similar situations: The gas pedal can be reduced up to 85 percent, to prevent another driver from having too much fun with the car. It is also password-protected: The last known phone or device paired to the Bluetooth app will be the only way to unlock it. The device has 36 levels of adjustment between four different modes and nine levels to each mode. The MSRP is $299.

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real world RETAIL

Shifting the Paradigm

WORDS BY ROSA SOPHIA

SHIFTING THE PARADIGM

How can a business move beyond survival mode? Richard Pappas of Sound Design shares his shop’s journey toward abundance.

efore Richard Pappas opened Sound Design in 1993 in the Bronx, New York, he worked as a waiter for five years. “It taught me a lot about customer service,” he said, adding that he’s always applied what he learned to his business, especially when it comes to clear and open communication with both customers and team members. To improve the customer experience, Sound Design recently finished redesigning the showroom and creating new signage. Pappas said the process took about three-and-a-half weeks. The walls were painted, the floors redone and a staff breakroom added. “We took over another section of the building to expand the showroom,” Pappas explained. “It’s still an ongoing process.” A lot of work went into creating interactive displays, he added. “I still have more I want to do with that. We want to showcase products people aren’t necessarily familiar with.”

real world RETAIL

FAST FACTS MAIN LOCATION:

BRONX, NY

NUMBER OF LOCATIONS:

ONE

SQUARE FOOTAGE:

3,800 TYPE:

TRADITIONAL RETAIL NUMBER OF EMPLOYEES:

TBD Although a smaller percentage of revenue comes from car wash and detailing, Pappas said these services attract more high-end vehicles and often lead to add-ons.

While the shop has offered marine audio for about 12 years, Pappas said they’ve never had a marine display. He also hopes to raise more awareness for the business’s home audio and video category. The changes the team has incorporated so far, he said, have made a difference. “The flow is better. You can appreciate the products more.” Sound Design’s other categories include car wash and detailing, car alarms, window tint, security camera installation and lighting. The shop has nine employees, including Pappas. Two are recent hires. Pappas said his main goal for some time has been to change his own mindset about his business, which struggled from 2009 to 2013, putting him into survival mode. He admitted this is something he works on every day. “It’s not a switch you can turn off,” he said. “I have to become very aware of the different things I need to do. I am still working on it.” Embracing a Positive Mindset Pappas noted that he’s entered an exciting time in his career, and he’s enjoying

taking risks again—risks he hopes will only continue to grow the business. Earlier on, he said he liked the challenge of big, unusual custom builds, like when Sound Design was hired to build out a car to accommodate an L-shaped sofa, a television and a beer tap. Now, he sees more customers who are looking for OEM integration and lighting. “The industry is adapting and changing,” he said. “We saw a trend where customers wanted elaborate builds. Now we have customers who want simpler stuff—not as many custom installations.” Pappas said he loves when a customer comes into his store with a well thoughtout idea. “They know exactly how [they want their vehicle to look], whether it’s themed” or just different in terms of design and execution. When Pappas returned to KnowledgeFest after not attending any trade shows for over ten years, he began to see that he’d lost his sense of excitement in the industry—and for him, KnowledgeFest brought that back. “It made me aware. It put a spark back in me. It’s really an investment in your business.

48 Mobile Electronics January/February 2022

MAIN FOCUS

25% CAR ALARMS 20% CAR AUDIO 21% CAR WASH AND AUTO DETAILING 10% ACCESSORIES 9% CRASH BARS 5% WINDOW TINT 5% CCTV INSTALLATION 5% LIGHTING

KEY STAFF PRESIDENT:

RICHARD PAPPAS LEAD TECHNICIAN:

MIKE RIKISHUN SALES:

IVANA ANTONOV CLERK:

CONNIE D.

PUBLIC RELATIONS LIAISON:

TONY EASTWELL AUTO DETAILERS:

MIGUEL FERRER, IGNACIO MORENO WINDOW TINT:

JOHNATHAN DIAZ, JOSE RODRIGUEZ

SHIFTING THE PARADIGM

It’s incredible what you’ll see there, and you begin to understand there are people thriving in this industry. They aren’t just surviving. I didn’t even realize how deeply engrained survival was in me,” he said, adding that it’s very easy to slip back into that mindset. He aims to expand product lines and find additional labor, but making these changes requires overcoming a “fearbased” mindset and embracing a more positive one. He noted that growth can’t happen without changes in the business. “Making that kind of investment is where I really have to push myself,” he added. Bit by bit, Sound Design is embracing new ways of attracting clientele. In September, Pappas said his son designed the shop’s first website. Most clients call the shop for information, or walk into the showroom. The website, which is beginning to gain traction, has drawn potential clients to an online form where they can submit queries. Years ago, Pappas said, planning ahead was part of his business strategy. But when the mortgage crisis began, he started living day-to-day instead of forecasting several months ahead. “I wasn’t thinking long-term anymore. There was no growth. I was just trying to be

profitable,” he said. “I was able to survive the mortgage crisis, but I had to sacrifice. And I stayed in that mode—being very careful, not looking to expand too much. How many more years was I going to do that?” Honing Categories to Increase Revenue While trying to raise awareness for marine audio, Sound Design is also expanding into vinyl wrapping, which will be handled by one of the new hires. As of this writing, Pappas said he’s examining the best way to create an efficient workspace for wrapping in one of the shop’s five bays. He also hopes to expand the home theater category. “It’s about five percent of the business I do now,” he said. “We do residential and commercial, on-site. I’ll do window tint in a commercial establishment, I’ll put up the cameras and TVs.” While it’s been a category at Sound Design for 15 years, the shop has had difficulty expanding it due to lack of staff. “At one point, I couldn’t even go out and service the accounts I already have.” One customer, he said, had 38 cameras installed at his business, and 12 weren’t working. It took a day’s work for Pappas to find the issue and fix it. He added

that the lacking in staff has led to some missed opportunities, as he’s had to turn down profitable jobs at retail locations that could’ve led to a sizable increase in revenue. “I would like to hire additional staff who could go out on these jobs,” he said, adding that he’s considering partnering with someone to create another branch of the business. Revitalizing Processes and Procedures Despite knowing work needs to be done in a variety of areas, Pappas said the shop has always been profitable: “I’m always busy. We just weren’t growing,” he explained, adding that the lack of growth had a lot to do with the fact that he carried too much of the weight himself: He handled bookkeeping, accounts payable and receivable, and more. Now, however, he’s training someone to handle more of these tasks, freeing him up work on the business. He said she’s doing very well. “Ivana is putting in a lot of effort,” he said. “She started five weeks ago. Within the third week, she’s been handling about 66 percent of what’s coming in as far as sales. She does estimates and takes care of customers. She’s still learning about the products.” Sound Design continues to work on

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real world RETAIL

Vehicle Diagram on Check-In Sheet Avoids Common Problems

Sound Design continues to build its staff, as owner Richard Pappas anticipates future growth. Pictured from left to right: Miguel Ferrer, Ignacio Moreno, Mike Rikishun, Richard Pappas and Ivana Antonov.

organizing its inventory. In the past, Pappas said the shop’s inventory wasn’t managed well enough. “It was cheaper for me to buy something again than look for it in my inventory room,” he admitted. “I might spend two hours searching, or I could order it in five minutes. I had to say, ‘I can’t do that anymore.’” During difficult times, Pappas said important processes and procedures of running the business “got away from me.” Because of that period in time, the inventory room has a lot of old product that’s been sitting for as long as eight years. The first order of business, he said, was understanding what was there, “organizing it, and deciding how to get rid of it.” One option is to have a tent sale. “I might put some tables out, create a little attention and sell it. It’s dead inventory, but anything that creates a little bit of buzz around here is a good thing.” Once potential customers arrive for the tent sale, he said, they might go into the store seeking newer product, resulting in further sales. An ongoing process involves making the store more structured. Pappas added

that the crises which impacted his business caused him to stop looking at the store from a customer’s perspective. “I needed to start thinking seriously about my goals,” he said, “and what I want to accomplish in a year, five years, ten years. I wasn’t doing that anymore. I was just going from week to week. Survival made me look only at the next week or next two weeks, and I got stuck there for a decade.” Setting the Stage While working to grow the business, Pappas thinks back to what he’s learned at KnowledgeFest—and from sales trainer Eddy Kay, who influenced him early on his career. It was through Kay’s sales training that he learned to consider the storefront as a stage. “You have to set up your product. Your salespeople are the actors, and then you do the play,” he said. “You have to set up the right dynamics, find out how they correlate and begin the production. That stuck with me.” With the advent of more OEM integration, and less of a focus on big custom

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Sound Design uses a check-in process originally adapted from an MECP study guide, according to Pappas. The sheet is updated whenever necessary, and the customer signs the sheet to signal the start of the job. “We record the time the car comes in, the date, when it’s finished and [other details] to help me keep track.” Additionally, the shop created a basic diagram of a vehicle on the back to identify and record any issues. Especially during auto detailing, Pappas said, noting any dents or flaws is essential to protect the shop. The diagram has a legend and “you mark an ‘S’ for ‘scratch,’ or write ‘B’ by the taillight so we know it was broken [when it arrived]. We go around the vehicle and look at everything.” Pappas said this prevents a client from saying, “Before you guys shampooed my car, my air vent worked and now it’s broken,” he explained. “We move every air vent and every power window switch and door pull. Our check-out sheet prevents a lot of issues.” There’s also a spot on the sheet to record the customer’s five favorite radio stations. After a new radio installation, the technician reprograms the stations into the radio for the customer. “We feel that adds a higher level of professionalism,” Pappas added.

SHIFTING THE PARADIGM

real world RETAIL jobs, Pappas said he’d begun to lose his motivation. Returning to KnowledgeFest, though, helped rejuvenate him. “What makes you different is what makes you money,” he said. “I was able to get ideas and bring them to fruition, inspired by these shows. When I stopped going, I lost momentum.” At KnowledgeFest recently, Pappas attended a class led by Adam Devine of Devine Concepts, Naples, Fla., and was reminded of certain aspects of business management that he stopped doing during financial and economic crisis. “One thing I picked up is that he spends time looking at the numbers every day,” Pappas said. “He’s running the business instead of letting the business run him. I used to do all those things. I need to get back to it. I would credit him for reminding me of that: Enough excuses. Get to it.” During his upward climb, Pappas said he’s learned that his business is only as capable as he is: “You have to find the things you need further education on, further guidance,” he said. “Once you start understanding those things, you’ll be able to move up and maintain that level.” Expanding one’s knowledge will aid in expanding the business, he added. “You could have a very good business, but if you don’t have people who have enough knowledge or experience, you’ll destroy it—and it won’t take long.” His return to KnowledgeFest, he said, reminded him of how he ran the business before the mortgage crisis, and how deeply his sense of survival mode impacted Sound Design. Now, he said he’s writing down his goals and making plans, adding that the first step in moving forward was to begin observing fear-based habits and behaviors. “I’m growing again. I’m understanding that certain things need to be handled diligently. Chip away at disorganization. You have to know your numbers, track your inventory.” Addressing the industry as a whole, he encouraged those in a tough spot to never give up: “It’s been a rough ride and I’ve been through a lot,” he said, adding, “but I love the industry, and it’s loved me back. You just have to stay relevant.”

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 strategy & tactics

A Helping Hand What’s the best way to help someone find what they need? First, learn to understand what motivates clients by taking a closer look at personality types. WORDS BY ROSA SOPHIA

During KnowledgeFest sales trainings, we often hear presenters tell their audiences that selling is listening more than anything else. The American writer Ernest Hemingway once said, “When people talk, listen completely. Don’t be thinking what you’re going to say. Most people never listen. Nor do they observe.” This advice applies to almost any situation in daily life, personal or professional. It’s especially applicable in sales. At KnowledgeFest Dallas, Kevin Hallinan of Winning, Inc. led a workshop on selling to different personality types. Using common scenarios one might encounter on the sales floor, Hallinan demonstrated the importance of understanding a client’s motivations and values, and showed how recognizing personality types can assist in this endeavor.

Relator; and C: Compliant. “Once you understand someone’s style, you can change your approach for that individual,” he explained. “None of these styles are better or worse. They just are. I’m not asking you to change your style. I’m asking you to recognize your style and recognize the styles of others. Every style has strengths and weaknesses.” While a particular personality style won’t limit what someone can do or accomplish, it does predict how a person handles certain things, and how they look at the world. “You can find all these styles represented in successful people who know who they are. It’s never a bad thing for you to understand yourself better,” he added. “D” as Dominant Risk-Taker According to Hallinan, a “D” personality type will make fast decisions. “The ‘I’ wants to be your friend. The ‘S’ needs proof because they resist change. They’re steady, calm and stable. The ‘C’ needs even more proof than the ‘S,’ and they’ll

DISC Personality Test Aids in Mutual Understanding Hallinan presented on the DISC Style Assessment, one way in which salespeople can learn to better understand themselves and others. To take the free test, simply follow this link and answer the questions: www.crystalknows.com/ disc-personality-test Each letter in “DISC” corresponds to a different type. According to Hallinan, different behavior characteristics are grouped into four different styles: D: Dominant; I: Influencer; S: Steady

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ask even more questions.” These attributes define the four styles, he noted. “The ‘D’ is direct and won’t pull any punches. They’re assertive, results-oriented, independent and strongly opinionated. How often are you right? You may not be right all the time, but you make decisions fast.” A salesperson can learn to recognize these attributes by noting verbal cues and body language. The “D” personality type, Hallinan said, doesn’t want to hear details. “Be clear and specific with them. Have everything ready and be prepared. Don’t give a lot of options to a ‘D.’ Tell them what you recommend,” he explained. The “D” also enjoys a challenge, and Hallinan suggested asking questions which pose a challenge, such as, “‘Would Wednesday be too soon to deliver the vehicle back to you?’ That’s a challenge. Or, ‘What if I can’t get it back to you before Wednesday?’ That’s a challenge.” To a “D,” a new sound system could mean “winning,” or being “the first on the

According to Kevin Hallinan of Winning, Inc., pictured here at KnowledgeFest Dallas, modern selling is about listening and asking lots of questions.

A Helping Hand “Appeal to that,” Hallinan advised. “Ask their opinion: ‘What do you think about what you just heard? How does this compare to your existing sound system?’ Offer suggestions. Provide ideas for implementing them.” While an “I” enjoys interacting, Hallinan noted they tend to have poor listening skills. “Is it okay to be an ‘I’ with poor listening skills if you’re a salesperson? Yes, but you’ve got to fix that,” he added. “The best salespeople are good listeners.”

block” so they can show it off. “They like to spend money and be the best,” he said. “We can help them. I believe in charging a lot for what we do, but giving huge value.” A “D” personality type is also an extroverted risk-taker, task-driven and impatient. When selling to a “D,” Hallinan recommended asking a question such as, “You don’t want to spend as much as 10 grand, do you?” If the “D” personality type begins to argue the point, it’s likely the sale has been made. “The ‘D’ will say, ‘How soon can you get this done?’” Optimistic and Enthusiastic: The “I” According to Hallinan, an “I” personality type will make a great salesperson. However, they tend to be disorganized. While he noted that it’s okay to recognize this flaw in oneself, it’s not okay to stay disorganized. “As an ‘I,’ I have to work harder to be

organized,” Hallinan said of himself. “I’ve gotten better at being organized where needed.” Often, an “I” needs to interact and be social. “They often have a need for approval,” he added. In dealing with an “I” as a customer, it’s important to be maintain professionalism, but be friendly at the same time. The potential client will want to be liked, and they’ll want to talk. As a salesperson with an “I” personality type, though, Hallinan said the need for approval can get in the way: “If I want to be liked as a salesperson, I probably won’t ask tough questions. The need for approval becomes a detriment. While trust is important to any interaction, it’s especially important to an “I” personality type. An “I” will want to talk about future plans, trips and outings, during which they’ll enjoy their vehicle upgrades.

The “S” as Supportive, Stable and Caring While an “S” personality type has a strong opinion, they aren’t likely to share it with you, according to Hallinan. “They won’t want to tell you they aren’t interested because they don’t want to hurt your feelings. They don’t want to upset the apple cart,” he explained. The “S” enjoys helping people and serving others. “Get them involved in the process. Give them something to do. ‘Would you flip that light switch for me?’ It sounds silly, but they like that. They’re loyal.” Due to their loyalty, it’s hard to draw an “S” away from a shop they already frequent. But if they come into your store and buy from you, they tend to be customers for a very long time. “They also want to be your friend, but it’ll take a while. They’re patient and relaxed. They listen and expect others to talk.” Sincerity is important in any situation, but it’s especially important to an “S” personality type. “A salesperson might say, ‘You’re clearly a smart guy.’ But they don’t know me. They’re just buttering me up for the sale. Be sincere,” Hallinan urged, adding that an “S” will know whether or not someone is being sincere due to their high emotional intelligence. “Understand their motivation. You have to be a little bit more methodical with an ‘S.’ What’s the process? Understand what they already have, what they like and don’t like about it.” Then, he explained, the salesperson must help the potential client explore what works best for them and help them decide whether or not they want to move forward with a purchase.

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 strategy & tactics

“That’s very comforting for the ‘S,’ but you’re also telling them they’re about to make a decision. Use personal assurances and guarantees, such as, ‘If I were you…’ That’s a phrase an ‘S’ would like.” Hallinan challenged attendees to ask themselves what it means to be a leader in sales: “It doesn’t mean pushy or aggressive. Don’t be pushy or aggressive. What does a leader sound like in selling?” he asked again, adding, “Confidence.” Seeking Procedure and Proof: The “C” During his presentation, Hallinan asked attendees how many had sold to an engineer or an accountant. A few people raised their hands. Engineers, CFOs and accountants are often “C” personality types—people who require procedure and like to follow directions and specific processes. “They like proof,” he said. “If you have proof about the reliability of a component, the ‘C’ wants to hear it. A ‘C’ avoids conflict and sets safe goals. They tend to have a vehicle for a long time. They’re concerned about the effects of change. The ‘C’ likes tech talk. They might know

model numbers and specs.” While “C” and “D” personality types are both task-oriented, Hallinan noted that a “D” won’t want details or technical explanations, while a “C” will. “A ‘C’ takes the most time to sell to. I want the guy who builds the bridge I drive over every day to be very thorough, but they are hard to sell to,” he added. What are some easy ways to differentiate between the four types? Hallinan said the “C” and the “S” aren’t as talkative. But if someone’s loud, or talks a lot, they’re likely a “D,” an “I” or a combination of the two. These cues will give the salesperson an idea of how to adjust their techniques. Additionally, “Active people make stronger eye contact. More reserved people make less eye contact,” he said, adding that this is another way to tell. No Matter the Type, Show Interest In the end, asking questions, being sincere and showing interest in the client and their concerns are some of the key aspects to closing a sale. In truth, these techniques of active listening are applicable in all personal and professional situations.

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“When a customer says, ‘Let me think about it,’ we know from experience that 96 percent of the time, they won’t come back,” Hallinan said. “If you go to buy a new car and you have 60 grand, the salesperson will leverage that information. So you don’t tell them. We’re not honest when we buy things. There are thing your customers will keep from you.” What a person is willing to share depends upon their type, according to Hallinan, who said that a “D” might tell a salesperson, “This is the third store I’ve been to this week.” However, an “S” won’t mention it for fear of being confrontational. Finally, he said, “Be interested in them. Modern selling is about asking questions. It’s not about product knowledge or talking a lot.” He went on to emphasize the 70/30 rule: “During a sale, whether it’s 15 minutes or an hour and 15 minutes, we should only be talking as much as 30 percent,” he said. “The customer should be talking about 70 percent of the time. The way to accomplish that is ask questions—and be quiet.”

 installs

58 Mobile Electronics January/February 2022

Richard Wong, one of Sony’s own, displayed his 2021 Toyota Tacoma featuring the Sony Mobile ES line on the show floor at KnowledgeFest Dallas.

 installs SUBMITTED BY RICHARD WONG, DISTRIBUTION ACCOUNT MANAGER, SONY CAR AUDIO

During December’s KnowledgeFest Dallas event, Sony Car Audio displayed a 2021 Toyota Tacoma featuring the ES product lineup. The system was built by the vehicle’s owner, Richard Wong, who is also the distribution account manager at Sony Car Audio. The goal, he said, was to build a vehicle that demonstrated wellrounded sound quality. According to Wong, the build features the recently released XAB9500 ES head unit with a 10.1-inch screen and wireless Android Auto / Apple CarPlay. Wong added a unique touch to the build, inspired by a ’90s-era trend: “My amps are mounted into the ceiling,” he said, adding that it was a more common approach in the 1990s “when car audio was really popping. Things are more subtle now. I’m bringing it back for the ‘wow’ factor.” Besides being a neat feature, he noted that mounting the amplifiers on the ceiling saved space behind and under the seats. Additionally, Wong installed a 6 by 9 component set, “a one-off setup I custom-made, with two XS W1O4ES 10-inch subs, powered off our XM-GS100 mono amplifier. The mids and highs are powered by the XM-GS4 4-channel amplifier.” He said he took this route because Sony doesn’t currently offer a 6 by 9 component set: “I took one of our 6.5-inch component sets and our 6 by 9 coaxial speaker, and I made it into a 6 by 9 component set,” he explained.

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MECP

HOW TO CLOSE A DEAL

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From The President

GOALPOSTS FOR THE NEW YEAR As we move forward in 2022, here are some things to keep in mind while we pivot for positive transformation. What will you do differently? At KnowledgeFest Indianapolis and Dallas 2021, I presented education workshops on best practices in business. If you missed it, you can read some of the tips we discussed in last month’s Strategy and Tactics column. As a follow-up, I want to challenge you to look at your businesses differently in the New Year. Which processes or procedures are no longer serving you? What would you like to change? What will you do differently going forward?

You must remember why you started this journey: Dig deep to become the leader who will make your business a great success.

Recognize Your Limits Sometimes we don’t want to acknowledge the necessity for change. But if we can recognize and get to know our own limits, we can also recognize when it’s time for a change. In my presentation, I referred to this as understanding your available bandwidth. You have to know when it’s time to delegate tasks to your team members. It’s Not Just a Job Market leadership requires you to be a leader and not a follower. You must be able to tell your story and provide a solution. Before you decided to be a business owner, you most likely had a job that left you wanting more. You felt you could do better if you did it yourself. You experienced a real sense of wanting to define your own destiny. You wanted more than just a job. You wanted to become an entrepreneur. Establish Yourself as a Leader You must remember why you started this journey: Dig deep to become the leader who will make your business a great success. Before others will believe in what you do, you must take ownership of your mission and establish yourself as the leading evangelist for your cause. Think about any cause or movement regardless of size: Who leads this movement and can describe the mission with a passion that makes others want to join in support? Now, think about your business—your cause—and put your passion in motion. Start with your

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team. Tell them your story with the passion for your cause. If you are believable, they’ll want to evangelize others—your customers—to believe you’re the best at what you do. Continue to Refine Your Approach Once you establish your mission, tell everyone. When you believe in what you do, your passion will come through and convince others to follow. An important part of this approach is that you never give up. If you believe in what you do and others don’t seem to get it, refine your approach until they understand. Sometimes, at the height of our excitement, we forget we must tailor our message to those we wish to reach. For example, when speaking to someone in our industry, we can use industry terminology. If we use the same approach for an average consumer, though, we’ll leave them bewildered. Customize your message for your audience. Leave a Lasting Impression Through word-of-mouth marketing, you can develop customers who believe so strongly in what you deliver that they’ll freely try to convince others to do business with you. Your customers will become voluntary advocates, actively spreading the word on behalf of your business. Over time, this approach will provide great results for your market and thus our industry. Strive to be the best and tell everyone about it. Always believe in what you do. You will leave a lasting impression, and others will remember you. They’ll be eager to tell their friends and family what they know about your services. And Finally, Have Courage! Being courageous doesn’t mean no longer being afraid. Being courageous means having a willingness to face those fears. Don’t let disappointment get the best of you or your team. Have the fortitude to risk it all and reap the rewards. If you are ready to achieve success, I challenge to find the courage and seize it.

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Mobile Electronics Magazine - Jan-Feb 2022

Articles inside

Editor’s Forum

From the President