48 minute read
Retail News
New Counter Spotlights Customer Service for AMP CUSTOMS
WORDS BY LAURA KEMMERER
Sometimes you need to renovate the space that greets your customers—new display cases, even a new counter can add something to the experience. For AMP Customs, freshening up the shop’s front space added something special. According to Brian Kleinsmith, owner of AMP Customs, the previous counter the shop used hadn’t been sufficient.
After speaking with Jody Culbertson of 5 Axis Innovations, Kleinsmith learned the company offered cost-effective solutions. “I started with a Memphis promotion
where you’d buy a certain amount, and you’d get a display for a particular cost. I did that, and then I ordered a head unit display,” he said.
About four or five months ago, AMP Customs incorporated the new customized counter from 5 Axis. “They had it built especially for us. It changed the whole dynamic of the showroom. People are really responding to it,” Kleinsmith added.
Though he’s not sure if the counter has had an impact on his bottom line, it’s certainly been a conversation-starter. “When people come in, they expect a high-end facility, and the counter helps invite
ice-breaking conversations, just to tell a story. I’m sure it helps make sales a little bit easier.” The counter draws the attention of potential clients with its attractive RGB light display.
The counter itself has made things more efficient, with shelving and a useful printer location. Additionally, it allowed AMP Customs to incorporate a second credit card terminal, which allows the team to help more than one customer at a time. “We only had one before.”
Additionally, the main focus of the facility is a Diamond Audio display which showcases the high-end Italia Edition. He noted that any displays are mainly for visual impact, as product demonstrations are best carried out in demo vehicles. “Then people can actually hear it in a real-life environment,” Kleinsmith added.
In June, the industry gathered in the Sunshine State for KnowledgeFest Orlando. The show floor boasted lots of time-saving products and new releases. UNDER THE SUN
RDV AUTOMOTIVE TECHNOLOGY PRESENTS A LINE OF INTEGRATION PRODUCTS
RDV Automotive Technology is an integration company offering products to add wireless CarPlay, Wireless Android Auto, front and rear camera inputs and phone mirroring to vehicles that didn’t come with those features. RDV made its first debut at KnowledgeFest Orlando.
MOBILE ELECTRONICS CERTIFIED PROFESSIONAL (MECP) PROGRAM
The MECP program is the only internationally recognized credential that certifies 12-volt installation technicians and salespeople. To learn more and to begin the path to certification, visit: www.mecp.com.
PAC LOC PRO ADVANCED T-HARNESS OR LPH FOR SHORT
The Loc Pro Advanced T-harnesses were created for installers by installers, to make amplifier integration and installation easier by offering access to hi-level speaker output signals from the vehicle’s factory radio without cutting any OEM wiring. These T-harnesses can be used to easily connect to a line output converter, DSP with hi-level input or an amplifier with hi-level inputs. LPH harnesses are designed to work with non-amplified OEM audio systems and are available for most of the popular vehicle platforms from such as GM, FORD, Dodge, Chrysler, Jeep, Nissan and Toyota. Many more to come.
SONY XAV-AX4000 WIRELESS CARPLAY/ ANDROID AUTO RADIO
An anti-glare 6.95-inch diagonal touchscreen and updated interface design provides intuitive control over music, communications and more. The Wireless Apple CarPlay and Android Auto connectivity, iDatalink Maestro compatibility, plus a 14-band EQ with time-alignment gives the user the features they want, and provides technicians the tools they need to make it sound great.
ALLIANCE AUDIO AMPLIFIERS
This new brand was launched this year. It is exclusively distributed by E.D.A. (Elite Distributor Alliance). ALLIANCE Audio is an opening price point brand that delivers incredible power, performance and price points that retailers need and consumers demand. The line features seven small footprint amplifiers (two 4-channel, and five mono block) that deliver outstanding profit potential. The mono amplifiers are all 1 Ohm stable and include a bass knob. With RMS power ranging from 75x4 all the way to 1000x1, ALLIANCE Audio amplifiers are ready to deliver incredible power at aggressive opening price points. Visit www. ALLIANCEAudio.com for more information.
TERM-PRO TERM-LAB SPL METER
Term-Pro offers the Term-LAB Magnum System—an SPL meter— and Term-PRO enclosure design software, used to assist in designing subwoofer enclosures, tools which are used by car audio companies, retailers and end-users.
12 VOLT DASHBOARD ALL-IN-ONE PRODUCT DATABASE
Created by retailers, for retailers: The 12v Dashboard is a platform that professionals can use to look up any vehicle to find all the necessary information on dash kits, wiring harnesses, vehicle integration pieces and much, much more. If a client is interested in a Compustar remote start, for example, the salesperson can easily retrieve all the necessary data in one place. Instead of having to reference numerous websites, the salesperson will save time and ensure they find the correct parts. This is a one-stop reference tool designed to help retailers close sales.
RACE SPORT LIGHTING WIRELESS SOLAR CAB LED LIGHTS
Race Sport Lighting presents an affordable solution for truck owners who are looking for a wireless solar cab lighting system. This product only requires 45 minutes to an hour of labor, and there’s no need to drill holes or run wires. The activation button only needs to be pressed once. The product has both a vibration sensor and a light sensor. After about 30 seconds without sensing any vibration, it will turn off. The solar panel on top keeps the battery charged. Typical battery life on a single charge is about eight hours. The product is currently available in amber.
CHASING HALO LED 7-INCH HEADLIGHTS AND 4-INCH FOG LIGHTS KIT WITH PRO CONTROLLER
This kit makes it easy to upgrade to chasing halo headlights and fog lights. Included are a pair of 7-inch chasing RGB LED headlights, a pair of 4-inch chasing LED fog lights, and a Pro Controller. The headlights have an output of 4200 lumens for the high beam and 3200 lumens for the low beam. This kit offers more than 170 pre-programmed modes for patterns with 16 million different colors. The Pro Controller has two wireless control options—an included remote control or a free app for a smartphone or tablet, allowing users to change colors, sync to music, and more. This lighting set also works with other Heise Chasing RGB lighting products, allowing an entire system to use the same app and remote.
AXXESS INTEGRATE AXDSPX-TY2 PACKAGE FOR SELECT TOYOTAS
AXXESS from Metra Electronics provides easy-to-install packages that include a DSP, a vehicle-specific T-harness and a bass knob for level control of a subwoofer amp. The DSP features six inputs, 10 individually assignable outputs with a 31-band graphic EQ on each channel, as well as high, low and bandpass filters. The AXDSPX-TY2 fits select Toyotas from 2010 to 2018.
NEW KENWOOD EXCELON MOTORSPORTS SERIES OF AMPLIFIERS
KENWOOD eXcelon Motorsports bring the eXcelon level of sound quality and performance to the outdoor environment. Maximum precision is achieved with top-end components for true musical indulgence. Element-resistant features such as conformal coated circuit boards, stainless-steel parts, and more ensure eXcelon Motorsports products are ready for your outdoor adventures! We stand firmly behind KENWOOD eXcelon Motorsports products with a 2-year warranty. There is a Class D 4-Channel Power Amplifier, a 5-Channel and a Mono Amplifier. The XM802-5 Class D 5-Channel Power Amplifier is pictured here.
JVC KW-Z1000W 10.1-INCH FLOATING DIGITAL MULTIMEDIA RECEIVER
This receiver from JVC offers wireless Apple CarPlay, Android Auto, Bluetooth and it’s iDatalink Maestro-ready. It also has HDMI mirroring for smartphones, and optical bonding technology to maintain high visibility. Additionally, it enables users to add a reverse (rear-facing) camera, front camera and an additional two blind-spot cameras, further enhancing driver safety and convenience.
DS18 PRESENTS
NEW BRONCO SERIES OF PRODUCTS
On display at KnowledgeFest was a new line of DS18 products designed to fit 2021 and up Ford Broncos. The company will be coming out with door panels for the Bronco, a bar for rear pods or speakers, and a subwoofer enclosure for a 12-inch subwoofer that mounts on the tailgate. The door panels—Bro-FD—fits 6.5-inch speakers with a one-inch super-tweeter. The rear— Bro-BD—also fits a 6.5-inch speaker and a 1½-inch dome tweeter. The rear-mounted bar is called Bro-Tube and can mount up to four tower speakers. Finally, the tailgate enclosure is called the Bro-Bass.
UNITED TO BUILD
For Nick Apicella and Chris Gliemann, merging businesses to create Vanguard Automotive Design provided a muchneeded solution to overwhelming demand.
WORDS BY ROSA SOPHIA
When two business owners realized they were facing similar issues, they decided to solve the problem by combining their efforts—leading to the creation of Vanguard Automotive Design. Nick Apicella has been in the industry for about nine years. His business partner, Chris Gliemann, has been working in 12-volt for 22 years. They’d already been helping each other on various projects. About six months ago, they decided to take things a step further.
According to Gliemann, it arose from increasing demand and a lack of good help. “As things grew, we realized teaming up as one company might be the solution,” he explained. “We toyed with the idea for about two years. It was very difficult for me to run a business by myself. Nick had one employee and was doing the same thing.”
Now, Vanguard Automotive Design specializes in high-end car audio, automotive electronics, detailing, paint protection and accessories, and more. The team is also working on creating reproduction parts, according to Apicella, who said, “We’re developing a Bronco kit for lighting and accessories that we’ll sell online.” Additionally, the business is seeking to grow its marine audio category.
Rather than a showroom, the appointment-only shop features a lounge for customer comfort. There are no displays or demo boards. Tucked away on a side street, Vanguard prefers not to advertise to the general public. Instead, their clients find them from all over the country. Cars come from California, Texas, Florida, Virginia, South Carolina, Vermont and Maine, to name a few. The shop is currently booked out for three months, and the most popular sound systems take around three weeks to complete. Smaller jobs may take only a few days, while other projects are quite lengthy.
The business specializes in a particular style, according to Apicella and Gliemann. “We’re a specialist boutique. I would say we’re a bespoke shop—a tailor-made kind of business. We cater to clients who are looking for things they can’t just buy off a shelf,” Apicella said, adding, “We specialize in things that don’t exist.”
MAXIMIZING STRENGTHS AND DELEGATING TASKS
When the two combined their businesses, they rented a location very close to Apicella’s previous store location in Stony Point, NY. The new building, he added, is one they found somewhat by accident. During a photography session with a 911 Porsche 918 Spyder, Apicella was approached by a curious passerby.
“We did a sound system and a laser system in the car,” he said. “The day before, we’d been driving up and down the street. Radenso sent us a Dragon Eye gun to test it for the customer.”
The passerby had noticed. “He said he had the same car with a radar system. We talked about the shop, and I told him we were looking for a bigger location. He asked me if I had five minutes.”
He followed him to a nearby empty building. “I’d seen it listed online before, but I never looked into it because it didn’t have a garage door,” he explained. The building’s owner, though, offered to make one. “That’s how it started.”
One of the biggest benefits to the collaboration, Gliemann said, is that the two
FAST FACTS
MAIN LOCATION: Stony Point, NY NUMBER OF LOCATIONS: 1 SQUARE FOOTAGE: 6,000 TYPE: Boutique NUMBER OF EMPLOYEES: 5
MAIN FOCUS 70% Car Audio 15% Marine Audio, Lighting, Fabrication 10% PPF/Ceramic 5% Radar
KEY STAFF OWNERS: Nick Apicella and Chris Gliemann TECHNICIANS: Matthew Kim, Julio Cabarcas, James Agostino
have been able to separate duties and maximize strengths. “I focus on fabrication, design and installation. Nick really excels at media, Internet marketing, photography and videos. We can both be more efficient,” he said.
Gliemann is the shop manager. Apicella works mainly in sales, but also helps out in the back of the store. “Myself and Matthew Kim are both pretty skilled at audio,” Apicella said. “We’ve created a team that’s very good at everything.”
While it currently has four employees, Vanguard will soon be expanding: At press time, the shop was looking forward to the arrival of a new hire. Apicella and Gliemann are also discussing bringing in a shop manager to free up Gliemann for other duties.
The biggest achievement, they said, has been learning to let go of control and delegate tasks to increase efficiency. They’ve attracted “higher-end clientele,” they said, and business has never been better.
“We finally have a shop that’s able to cater to our target clientele,” Apicella said, “and a facility that’s professional looking, clean, organized and has all the tools and materials we need, laid out in an efficient, organized and presentable way.” Additionally, he added, they invested their own money into the business and didn’t take out a loan. “It took triple what we thought it would take. It took three months and six figures to get everything open.”
The new space offers a lobby, office and one large main installation bay, along with a separate fabrication room. Apicella said the team is also working on incorporating a dedicated upholstery section upstairs. However, he noted, they aren’t in a rush to complete it, and have not had to do as much upholstery as initially anticipated.
“We have plenty of table space. It’s less of a priority than we thought. We also have one of the best upholsterers in the country right nearby. When we want something to be really great, we take it to him.”
TICKET SIZES DOUBLE WITH PURCHASE OF NEW DEMO CAR
Many of Vanguard’s clients already know what they’re looking for, and it’s usually a high-end sound system, radar and laser or paint protection. Often, clients have other vehicles such as sideby-sides and boats. If a client is close enough to visit in person, Apicella will give them a demonstration in his car—a 2019 Volvo S60 R-Design.
He said he learned the importance of having the right demo car when he lost a client who didn’t get “a warm and fuzzy feeling from my old Honda Civic. It had an impressive sound system,” he added, “but it was an older car, and it didn’t relate to our demographic at all.”
When the client decided to go to a different shop, Apicella asked for his feedback. “He said even though we got along well and my car sounded great, there was something about walking into the other shop that made him feel excited. The Porsche they put him in felt nicer, and that has a subconscious effect on people.”
Then, he asked the client what kind of car he should purchase. “I said I would buy it right away if it was that important,” he
said. “He helped me pick out my current car, which led to a huge increase in our sales potential. We wrapped it, too, so it looks a little different and clients see that.”
Since switching from the Honda Civic to the Volvo, Apicella said average ticket size has gone up: “It used to be about $8,000,” he added. “Now it’s around $20,000 to $22,000. I’ve owned the car for about two years. Within months of getting the system set up, there was a distinct jump in our average ticket size for a sound system.” The car also helps sell paint protection, radar and laser and accessories. It is equipped with a Helix DSP Ultra, six Mosconi Pro amplifiers, Illusion C12 Carbon Shallow subwoofers, Focal speakers and Radenso radar and laser.
Often, a client will hear what’s possible and decide to go further. “They upsell themselves. Sometimes it’s very drastic. We just had a client come to us from Wisconsin with a $12,000 budget. His bill is up to $35,000 now, of his own accord, after seeing and hearing my car and hearing Matt Kim’s car.”
LONG-TIME VENDOR PARTNERS PROVIDE QUALITY AND RELIABILITY
Vanguard Automotive Design works with MSC America and Orca, according to Apicella and Gliemann. The shop relies on MSC America for Audiotec Fischer products. Apicella noted he’s been selling these products since before his last business, Apicella Autosound, was even incorporated. “I was always a huge fan of their products and how solid they are,” he said.
Customers prefer Helix processors and amplifiers, he added, “because they don’t fail, and they integrate to a level better than anything else. We can use them in such a way that the customer doesn’t even know they’re there. There’s no sign of an aftermarket system.”
Finally, Vanguard is also the distributor Accuton Automotive in North America, which Apicella said is a very high-end company. “It’s very expensive, so we don’t sell a lot, but we recently opened dealer applications for it,” he explained.
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→ High-power full range loudspeaker for active use → 4 + 4 Ohms → 300 / 100 Watts (Midwoofer/Tweeter) → Klippel® optimized → High efficiency (SPL) → → Coated paper cone → High-efficient neodymium motor → 38 mm / 1.5” CCA voice coil → Aluminum cast basket → Wave shaped textile surround → Push terminals → 25 mm / 1”PEI compression tweeter → → Incl. protection capacitor for the tweeter
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GZHW 10SPL-D2 FLAT
→ High-power SPL subwoofer with shallow installation depth → Klippel® optimized → Efficient ferrite magnet → Durable U-shape rubber surround → → Massive aluminum cast basket → Paper sandwich cone → 4-layer copper voice coil → High-roll U-surround → Chrome-plated push terminal → 2 x 2 Ω - 600 / 1000 Watts (RMS/SPL)
Technician Matthew Kim owns a Tesla Model S, which serves as the shop’s demo vehicle for Accuton Automotive, a high-end speaker brand based in Germany. Finally, to help increase ticket size in the marine audio category, the shop has a demo boat.
“We take it out on the river and advertise by just having a good time,” he explained. “People are attracted to that and find out what we do. We let the product sell itself. Most people think we just do cars.” With plenty of room to work on boats, Vanguard is trying to bring more attention to the category.
CREATING SOLUTIONS
Recently, the shop sent four employees to get certified in paint protection film in San Antonio, Texas. When it comes to education sessions and industry training, Apicella said he feels there should be more in-depth options available.
“You have to learn something enough to do it proficiently, and that takes a lot of time,” he said. “We’re planning to offer OEM integration and DSP tuning and sound system design classes right here. It’ll be a very intensive week-long class— about 60 hours of training.”
Apicella said the class will be geared toward professional technicians who have experience and knowledge of how audio systems work, “but they might not know OEM integration and tuning fully. They might not know how to maximize sound system design to get the most potential.”
The class will teach numerous aspects of sound system design, including processing, amplification, sound system types, design and equipment selection, understanding sound system measurement and tuning, equalization, phase and timing. “Then we’ll have hands-on experience for two days after the fact,” he added. While everything is mapped out, Apicella said the shop has been so busy, they haven’t taken it to the next step yet.
His main reason for spearheading the endeavor? “I want to challenge myself,” he explained. “I’ve felt I’m getting stagnant and settling, and if you get stagnant, you won’t move forward. I want to push myself.”
Essential to Vanguard—and to the methods Apicella wants to teach—is the concept of offering a solution rather than a product. “There’s no, ‘Listen to this component set on the demo wall. Do
you like that? Cool.’ It doesn’t work anymore because cars are more complicated. Sometimes we have more room to work with, but the integration is harder,” he explained. “We look at the vehicle and the client’s needs. We come up with a plan that offers solutions to their problems.”
Apicella underscored the importance of the solution-based approach, noting that the Vanguard team will come up with a few different options and present tiers. Tier one is more basic, tier two is a step up and tier three is the best. “Everything is custom-tailored,” he said. “We have some preset systems for some cars, but every car will be different and we have to account for that.” Apicella wants to pass on these various strategies to other technicians who wish to improve their skillsets and their clients’ experiences.
While Vanguard Automotive Design is still in its beginning stages, Apicella and Gliemann are already discussing future growth: In five years’ time, they aim to own their own building. They might even open a second location.
The long-term goal, they said, is to become known as a one-stop shop. “There should be no need to go elsewhere,” Gliemann said. “It’s the convenience of being able to drop your car off and have [our team] facilitate your needs to a high standard.”
Apicella added that the facility’s clientele will often buy a brand new car and bring it right to the shop, or have it shipped from the dealer. “They have faith we’ll take care of everything,” he said, adding, “There’s no need to bring it anywhere else.”
INTERNET PRESENCE NURTURES NATIONWIDE CLIENTELE
For Vanguard—and for Apicella Autosound in the past— boosting posts on Facebook and using paid advertisements hasn’t worked.
“Our demographic is also so specific that I’m not sure Facebook is able to target it,” Apicella said. “These clients don’t care about a Facebook ad. They want to ask their friend who’s gotten work done, who also has a car collection, where to go. That’s all they trust.” The business’s solid Internet presence goes a long way to attracting clients from all over the country who ship in their vehicles. These clients usually want audio, radar and laser systems. Clients range from college-age to senior, but in general, they range from 40 to 60 years of age.
“They mostly find us on Facebook and car audio forums,” Apicella explained, adding that about 85 percent of clients find them on Facebook.
While Vanguard has tried YouTube, Apicella added that he’s a perfectionist when it comes to making videos. “It’s very time-consuming. When I make a video, I want it to be good and I’m never satisfied with how they look if I’m rushing,” he said.
KEYS TO FULFILLMENT
Seeking change? Herb Brown shares insights on professional and personal growth, including relationship-building, service and perhaps most importantly —a willingness to look within.
WORDS BY JAMIE SORCHER
Herb Brown became a car audio enthusiast during college in the 90s, starting his career in the glory days of large bass amplifiers. While he didn’t know what he wanted to do professionally at the time, he said, “I was still living at home and needed to earn some money so I could buy one of these cool car stereos I was always thinking about.” A buddy of his worked at a local two-store retailer in Clearwater, Fla. Brown joined him there, getting his first taste of the 12-volt industry. He had a chance to do installations, but soon realized what he enjoyed most—sales.
The company was purchasing most of its supplies from AAMP, a designer and manufacturer of vehicle solutions, Brown explained. “We were close enough that we could just drive down to pick up products
when we needed them.” He became friends with the salesperson who handled the store’s account, who still works with AAMP today.
At the time, Brown added, “He told me AAMP was an up-and-coming company. They were getting ready to expand into a bigger facility, and they would be opening a new facility in the Midwest. They had a goal of branching out farther than the Southeast.”
This was all it took for him to meet with the CEO and founder of AAMP, Micah Ansley, to interview for a job. Brown knew many of the salespeople at AAMP at the time, he noted, adding that they all drove “pretty cool cars.” AAMP was growing rapidly. “The owner was pro-sales, enthusiastic and a service-oriented driver of the business. I really liked that. I liked the high energy and aggressive approach. It was an environment where there was always a deal to be made. There was always a negotiation to be handled. All of that appealed to me.”
Although he was turned down the first time, he chose to see it as a challenge and returned for a second meeting with a different presentation. He was hired for a part-time job. “I spent my time on the phone calling businesses and talking about the accessories and everything else that AAMP had to offer,” he said, adding, “One thing led to another, and as of last June, I’ve been with AAMP for more than 30 years.”
Today, AAMP Global’s brands include PAC, Stinger, AudioControl, Echo Master, iSimple and Connects2.
Leadership Through Fast and Informed Decision-Making
When he’s not busy with AAMP, Brown makes time for one of his childhood passions. “I grew up playing baseball all the way through high school and junior college,” he said. “As a hobby, I got into officiating and umpiring baseball, so these days, I’m an umpire trainer. I help train the younger umpires who are looking to get into the profession.”
Umpire work has some interesting parallels to Brown’s professional career. “The most difficult part of an umpire’s job is not what you think,” he said, adding that it’s not always about rules. Instead, “it’s the judgment calls—where a decision must be made very quickly. That certainly plays a role in my job here at AAMP.”
Until last year, when Brown took on his new role of president of North America for AAMP Global, all of his positions had all been in sales: National Sales Manager, VP of Sales and SVP of Sales. As executive vice president, Brown had the opportunity to take on more responsibilities with other parts of the company.
When it comes to advising his current vice president of sales, and even salespeople with whom he’s had decades-long relationships, Brown said, “Be a shark! There is always an opportunity. There is always a deal to be made, to expand your presence in a store.”
The key, he explained, is providing world-class service, product knowledge and follow-up. “Ultimately, what you’re creating is equity with that potential customer,” he said. “At some point, you will have to have something to leverage in order to expand your products with a client. It’s that value you create that is the differentiator.”
Anyone can give something away, he stressed: “If we were nothing but a discount house, the story would be much different. Because we are not known in the industry as a discounter, we have to create and give our customers a reason to pay five to 10 percent more. And that reason is always product knowledge, service and technical- and solution-based approaches that create equity in the relationship.”
Create Relationship Equity and Embrace the Unexpected
When it comes to building this equity, Brown said it’s important to give salespeople autonomy, but also boundaries so they can create a bond with a customer. While he acknowledged salespeople sometimes need to go off-script, they should also have boundaries in place. He explained he has a particular way he approaches management:
“It’s the same way a salesperson should approach every customer,” he said, adding that the salesperson must understand the personality of the client and craft a message and a value around the client’s priorities. The faster this can be accomplished, he noted, “the faster you will excel with that customer.”
Brown explained how there are many different personalities among his sales staff, all at different levels of success. “The top performers are freethinkers and adapters, but I’ve got some brilliant account managers and role players who run everything very methodically and deliberately—and they are probably some of the best account managers in the business,” he said. “Their customers are so loyal to them, but they are not necessarily the top performers. The whole thing is about creating relationship equity.”
Anyone interested in being in sales, he added, should accept there’s no gray area: It’s a career that people either love or hate. “Even in my days as a junior-level salesperson, I totally believed in the products we were selling,” he said. “I believed in the service I was giving customers, and I totally believed in the company backing me up for all of those things. So there was a huge level of confidence.”
The most challenging aspect of sales according to Brown—and the reason why some people wind up disliking it—is the uncertainty. “You don’t know if you’re going to come into the office that day and have a $5,000 order from one of your
big customers or find there’s a return for $1,000,” he said. “I thrived on that uncertainty because I always found I could create more success than failure.”
Learn to Make Connections and Ask Tough Questions
Working in sales for the majority of his career gave him a different perspective about how intertwined sales is to all the other departments in a company. There must be a solid relationship between the sales department and the finance department, he explained, as well as the sales department and accounts receivable.
“There must be good communication with the technical department,” he continued. “In many ways, the tech department serves as a secondary sales department. They’re solving problems and half the time they are suggesting additional products.”
At one point, he noted, AAMP added a Customer Solutions department—essentially customer service—which became another area that tied into sales.
What Brown then recognized was the importance of having an individual to stitch all these departments together to ensure everyone was moving in the same direction. “I always wanted to be part of bringing that value to the company. Ultimately, connecting those departments created better communications and transparencies.”
Since he’s been in the industry for so long, Brown said he’s sometimes sought out for career advice. “Everyone has a moment when they’re faced with challenges in their job,” he said. “Many times—and this is true for me, too—it wasn’t the job, it was me. There was something I needed to examine. There was something I needed to change.”
So much is different now from when he first got started, he said. “The vehicles are different, the technology is different, and so your approach to your customers is different,” he explained, adding, “You have to be willing to change. It’s not about changing the environment—it’s about changing what you need to about yourself.”
For those looking to alter direction in their career, Brown advised being honest with oneself. “Evaluate the reasons. It’s tough to look in the mirror, but sometimes that’s the only way you’re going to find the answers.”
MOTIVATE WITH A MISSION:
AAMP’s Six Pillars According to Herb Brown
INNOVATIVE:
When people think of AAMP, they think of innovative parts and innovative solutions.
COMMITTED:
We’re heavily committed to our customers, our employees and to hitting our financial targets.
AGILE:
If you set up a plan and have no flexibility or agility, with the way this industry is and how fast things can change, you will be left behind.
CARING:
This means caring about our employees first and foremost. Our customers are personal friends now, as we’ve been business partners for so long.
PASSION:
You can’t teach it. You either have it or you don’t. The top performers in this company are some of the most passionate individuals I have ever met.
FUN:
At the end of the day, it goes back to not wanting this to be a stuffy, corporate environment. Even though we’re one of the largest businesses in our industry, we still try to have fun.
DOING BUSINESS WITH DEALERSHIPS
Thinking about expanding into dealership work? Titan Motoring shares five essentials for a business to consider before getting started.
WORDS BY ROSA SOPHIA
Titan Motoring of Nashville, Tenn. is known for its humble beginnings as a one-man shop doing dealership work. At KnowledgeFest Las Vegas 2022, Philip Lindsley and Dan Bowman presented a discussion on scaling a business to expand into expeditor work. They noted during the presentation that some owners have expressed difficulty expanding when their name and image projects that of a high-end shop. In this case, they suggested starting a division for dealership work “that lends its name to what you’re chasing.”
The goal, they said, is to demonstrate that the business is offering something different just for the dealerships—something special. Over the course of the class, a number of strategies and tips were discussed for getting started in dealership work or expanding to offer additional services. Here are five tips retailers can begin considering today.
#1: UNDERSTAND HOW DEALERSHIPS OPERATE
With so many moving parts at a dealership, Lindsley and his co-presenters recommended understanding the different departments and finding the best person to approach. “People talk to salespeople, but they are in and out constantly and they don’t have power to make decisions,” Lindsley said, adding that there are a number of departments run by various managers.
Titan obtains most of its jobs from inventory and service, not from the sales department. “The inventory department is getting ready to sell cars, so they want them ready,” Lindsley said. “The service side is when something has failed and customers are within their 90-day period. They can say, ‘Take it back and give me something else.’ But the dealership doesn’t want to do that. They want to keep them in that car. That’s where we come in to fix those issues.”
When he first got started, Lindsley said he was unprepared. “We didn’t have
any lines of credit we were using. I didn’t have terms with my vendors. I quickly learned all those things are very beneficial,” he explained, adding, “If you do things correctly and sell, you’ll have to have these things. Use a low-interest line of credit. We’ve also offered COD discounts. If the dealer pays early pay or weekly, they get a discount.”
Also, he said, most dealerships just want to give their customers a quick answer. Titan Motoring developed an abbreviated price sheet just for dealerships. “We don’t list brands on our menu,” he added. “We might have a dealer or a client request a brand, but not listing the brands solves any supply issue problems, too.”
#2: PREPARE AN ELEVATOR SPEECH
It’s important to go into the dealership with prepared language: “‘We can offer you things that will make your life easier.’ Don’t expect to be in the office with the owner, though. They might not even be in the state. If you are called into a general manager or an owner’s office one day, though, drop what you’re doing and go. Once they love you, they have the power to say you’re their only vendor.”
The business representative should also be able to explain why they are better than anyone else and why they’re reliable, Lindsley said. To justify higher cost, Titan refers to its Industry Awards and specialty offerings.
However, the shop also offers a dealer rate, which is less than its standard rate. In the past, Titan received zero push-back when they raised rates. “The dealer rate is a tool you can use to explain to your dealers that when they hire you, they can still make money and be profitable.”
#3: CONSIDER STAFFING: CAN THE BUSINESS MANAGE THE LOAD?
Titan Motoring has over 30 employees, including dealership runners who pick up and drop off vehicles. Almost all employees start out as drivers first. “Our insurance dictates that they have to have three years of driving experience,” Lindsley said. Employees often move up in the company: Two of the shop’s technicians started as drivers, the wrap technician started as a driver and so did Titan’s leather techs. “Some people come in wanting a job, but they have no experience. Through work, you can turn them into something. This is a great way to grow employees.”
Lindsley explained that starting employees as drivers also serves as a good filter to find the right people. “You have to be smart, diligent and do the picture check-ins,” he said, explaining that the process involves taking detailed photos of the entire vehicle upon pick-up, and then uploading them to the Shop Monkey software the business uses. “If you do that, you can move up.”
To expand a business into dealership work, a shop should first have enough reliable employees to get the job done. They should also be able to manage their time well, Lindsley said. Additionally, Titan hires subcontractors whenever needed. This includes a custom exhaust shop nearby, and an expert embroider.
When the business first opened, Lindsley said he spent a lot of time on the road building relationships with dealerships. Looking back, he said, “I made a lot of
mistakes. I wasted a lot of time going to service dealers several hours away. It probably wasn’t a smart move. If you’re wanting to grow, or you’re starting from scratch, try to limit yourself to a 20- to 30-mile radius and focus on dealers in that area.”
Once the decision has been made to pursue dealership business, what’s next? Lindsley said, “Prepare for the storm.” He challenged attendees to imagine three to six dealers, with balances of $10- to $20,000. “You have to float the cost of parts and labor until you get paid in 30, 60 or 90 days. Some companies may pay late. If a company spends as much as $80,000 in a month, you have to imagine floating this when you’re servicing multiple dealers.”
#4: ADOPT TOOLS TO INCREASE EFFICIENCY
An important aspect of preparing to expand the business into dealership work is ensuring a store’s point-of-sale system has the capacity to handle it. Titan Motoring recommends a software called Shop Monkey. Before using this program, Lindsley said they were using several different programs to handle everything. “This puts it all in one place.”
When a business is handling dealership work on a large scale, he explained, there are many “moving parts”—cars being picked up and dropped off, and “plenty of room for things to go astray.” Shop Monkey provides vehicle check-in and check-out. When a runner goes to pick up a car, they use the app on their phone to photograph the vehicle, noting any damage. All the details are recorded in the Shop Monkey system.
“If the dealer says later on that there’s damage on the vehicle, we have a timestamped photo of the car in their parking lot, already showing the damage,” Lindsley said, adding that another example might be that a salesperson who originally handled the client is no longer available. “Shop Monkey has all the times logged and parts ordered, noting when everything happened. The more cars you touch, the higher the chance of liability. This helps to eliminate your liability.”
The program also allows for two-way texting in communication with clients. The salesperson and the technician is able to see all the communication, so that everyone is on the same page. Additionally, after creating an estimate, Titan will often receive a deposit in the middle of the night. “When we’re closed, we can get $10-$15,000 in deposits.”
Aiming for fast turnaround, Titan also utilizes a fleet of Kia Sols for its drivers who pick up and deliver vehicles. “Dealers love fast turnaround,” Lindsley said.
Philip Lindsley and Dan Bowman discussed different types of expeditor business models during their presentation, including services a business could offer such as video packages, leather, blind spot monitoring and more.
#5: TAKE A CLOSER LOOK AT OTHER CATEGORIES
The Titan team advised shops to take a closer look at the categories they offer. What services can be offered to dealerships? “If you work with leather, but you aren’t in the dealer space, chase it,” Lindsley said. “Last year, we worked on 75 F-150s in September. An experienced leather technician can do an F-150 in leather in an hour and a half.” He told attendees to “push what makes you better. Push what you’re best at until you get better at other things.”
He noted chrome delete services as a tremendous opportunity for businesses, calling it a chance to “capitalize on something you’re already doing or try something you haven’t tried yet,” as supply chains are finding it difficult to get all blacked-out parts.
Businesses can also offer services such as detailing and electronics repair or diagnostics to dealerships. “A dealer will call and say they don’t know what to do,” Lindsley said. “In this industry, we have some of the most skilled diagnostic technicians in the country.” He recalled a Bentley GT with an inoperative fuel gauge: “Ray West and a few other techs figured it out. Our rate to the dealer allowed them to make money on it, too. We represent a huge savings to the dealer,” he said, adding, “Solve problems. Be the solution.”
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As an industry, we may be on a course of elimination without intervention. THE FUTURE OF MOBILE ELECTRONICS
WORDS BY CHRIS COOK M obile Electronics magazine has a rich history, having begun as Installation News in 1983. The publication was in step with the beginnings of an industry that now represents over 4,600 storefronts and over two billion dollars in sales for the specialty retail channel. The magazine has endured many changes, as has our industry. We have done our best to identify issues and opportunities that benefit our readers.
This magazine continues the mission as the premier resource for the mobile electronics retailer and the industry at large. We hope we’ve provided the best information to assist you in strengthening your business.
Over the years, Mobile Electronics magazine has been privileged to publish great editorial from many subject matter experts. In this spirit, we would like to thank all of you who’ve contributed your unique talents and understanding to make us what we are today—the Industry’s #1 Resource.
I’ve learned that a good understanding of our past allows for an educated view of the future. However, we need to understand that our nation’s focus on a greener future, with the intent on being responsible stewards of the planet, could ultimately impact our industry and others in the automotive service space. This, in conjunction with the coming of autonomous vehicles, may inevitably change our ability to access the vehicle for repair and upgrade.
The changes coming may very well limit our ability to repair and upgrade in the future. As you read this, rules and regulations are being developed that could restrict any modifications to the vehicle under the guise of safety. Once implemented, any industry connected to automotive repair and upgrades will be… well, out of business.
What Does the Future Hold?
None of us can truly say what tomorrow will bring. However, we can look at past trends, today’s business, and technology advancements for indications. All of these things play a role in the future. As an industry, we continue to face challenges when it comes to finding good people, integrating into newer automobiles and overcoming supply chain issues.
I feel both encouraged and somewhat distressed while listening to our retailer members. Some continue to experience increased business. Others hint at recessionary fears. Some are beginning to struggle. Still others have hope that business will continue as usual, while some are waiting for the other shoe to drop. Their concerns, coupled with news of ever-increasing fuel costs and a shortage of key staples, leave some reviewing their future. Outside of market share growth, our economy appears to have some potholes on the road to recovery. All that aside, let’s look at two key areas of technology transformation and how they may impact the future of our industry.
Moving from the Internal Combustion Engine to Electric Vehicles
Sales of new automobiles are down mainly due to supply issues, and there’s a strong focus toward electric vehicles as fuel pricing pressure continues. This transition could leave our industry uncertain of the future when it comes to upgrading automobiles.
Our core categories for traditional mobile electronics are audio, video, security, convenience and safety. Many of these categories are now connected to each other via the vehicle data bus, and many are connected to the cloud as well. These connections are part of a much
larger category, referred to as Internet of Things (IoT).
When it comes to lifestyle-based technology, consumers are flocking to anything in the “connected” realm, and vehicles are no different. Communication between products allows them to efficiently network and explore the world around them, opening a plethora of new opportunities. When looking at the overall IoT market, automobiles become another node on the network as they interact with each other and the infrastructure.
On the surface, it may seem like a good thing. Challenges become clear when we dig deeper. Electric vehicles don’t have an unlimited supply of energy to operate aftermarket technologies. Any additional load will affect the range of operation. In the cockpit of these high-tech vehicles is a control center that includes the multimedia system, so there’s no opportunity to replace a traditional head unit. Additionally, the audio systems are part of a larger in-vehicle network that can be a challenge to integrate when adding technology enhancements.
Added to those challenges are automakers who discourage anyone outside of their dealer networks from performing
repairs or upgrades—including all the cool stuff our industry provides—and you have the beginnings of a transition that could end in peril for the aftermarket.
The push for self-driving vehicles could really take a bite out of the future of the aftermarket. As I write, new regulations are being crafted that include rules for who can modify the vehicle. It could also dictate what can be added. In the future, licensing may be required to work on these autonomous vehicles.
Mobile Electronics Retailers: Lean Into Your Strengths
It’s important to have an understanding of the challenges consumers will face, and an awareness of where and how to communicate options for upgrades to your clientele. You can start by looking at the big picture of products and technologies related EVs and autonomous vehicles. Our industry may not be well-positioned to handle government intervention without trade associations coming together to make sure we, the aftermarket, are included in the future of automobile repair. For example, how will we handle the impacts of the Right to Repair acts by the State and even Federal level? Only Massachusetts has passed legislation that requires automakers to provide all information needed to diagnose, repair and upgrade a vehicle. Though it is the law in Massachusetts, automakers are to this day fighting the release of this information citing unresolved privacy issues for consumers regarding telematics. If successful, automakers will find a way to hold back the information needed to properly repair and upgrade future automobiles.
Our industry—specifically retailers— doesn’t have strong ties to the automotive industry. Our influence is modest, so we need to be real about our prospects and plan accordingly. Let’s face it: We are dependent on the automotive industry and not the other way around. As we assess our future challenges, I hope the industry continues to defy the odds, providing great solutions for consumers.
Our passion as an industry is built around technology and the automobile. This is what we do. Our lack of a plausible alternative may be cause for concern, and might even leave you feeling perplexed and anxious. However, it may allow you to begin the process of analyzing options for the future as an Installation Specialist. Your skills and talents cross over to many areas. Finding your next great diversification may be only one idea away.
We offer some of the best products to make the automobile sound great and stay safe. We provide an experience that can only be found at the local mobile electronics specialty retailer. So, tomorrow, when you go into your store, look around and remember why you came to work today. You have the coolest stuff, and you know how to make it work to give your next customer an experience they will always remember. Just remember to keep an eye out for future challenges, and stay prepared to roll with the changes.
