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Trusted Tech Adam Devine Encourages 12-Volt Professionals to Learn New Skillsets and Get Organized
WORDS BY LAURA KEMMERER
Adam Devine, owner of Devine Concepts in Naples, Florida, was given the Trusted Tech Award at the Industry Awards banquet in Las Vegas, Nev. this past February. The award speaks to his industry involvement and commitment to continued education.
Recently, he had a client who requested work he’d never done before: a custom diamond-stitch headliner. When the client asked if he could do it and he said yes, he knew he had to figure it out.
“You force yourself into doing [something new]. You make that commitment,” Devine said. “Whether you can execute it or not, you can at least attempt it and if you fall short, subcontract it out to finish it off. At least you’re putting in the effort to grow your skillset.”
Just as important as pushing yourself to learn new things? The power of networking and drawing on others’ expertise.
Devine reached out to Dave Koz of Titan Motoring in Nashville, Tenn., for advice. When he was having trouble stitching the pattern, the needle was pulling on the back side. Koz advised him to layer the back of the headliner material with some type of marine canvas “so the bottom stitch thread has something to grab on to.” And it worked.
Just as important as learning new things and having access to expertise is having a wide range of materials to work with. Keeping things organized, Devine said, will make things much easier later. “Have a good plethora of materials, whether it’s silicone, machine hardware, fasteners—store all of those little parts. It’ll come in handy.”
He uses a color-coded system to keep track of everything he has in stock. “Green means we have a surplus we can refill from. Yellow means we’re running out, and red means there’s no backstock,” he explained. “Each of my bins has a clear label with the model number so it can be easily reordered.”
Devine also emphasized the importance of having everything you need. For his business, that means fuses of every shape, size and style, everything from 1940s Mercedes models up to current options. If a technician is missing a small miscellaneous part for an install, he added, it can really slow down the process.
For any technician looking to improve their skillset, Devine said it’s important to have a plan: “First determine how you learn best, whether it’s auditory, visual or hands-on,” he said, encouraging auditory learners to find industry experts on podcasts and YouTube videos. “In my opinion, the number one resource is networking with peers at industry trainings and events such as KnowledgeFest.”
He went on to encourage readers not to give up: “Don’t be afraid to fail or step outside your comfort zone,” he said. “To grow, you cannot be afraid to fail. Unless you step outside your comfort zone and push yourself, you cannot succeed without failing a few times.”
Conrad Leduc
Shop: Sudbury Car Audio Location: Ontario, Canada Years of Industry Experience: 20 Hobbies: “I like to spend time with my wife and two kids. We hang out together all the time and play outside on our property. Taking the side-by-side for a ride, or having friends over and watching the game in the garage—we just like to enjoy life as a family and have fun.”
Jake Jesty
Shop: Sound Evolution, LLC Location: Houston, Texas Years of Industry Experience: 10 Hobbies: “I enjoy car shows and exhibitions where I usually run into some of the work we did for a client, either impressing the crowd or winning some sort of award. I also like to watch the latest movies in the theater, go bowling or go-carting with my friends or our team from the store.”
Ed Weber
Shop: Foss Audio & Tint Location: Tukwila, Wash. Years of Industry Experience: 30 Hobbies: “I love to spend time with my family, work out and travel.”
JVC LINE OF MARINE AND MOTORSPORTS AMPLIFIERS
JVC has incorporated three new marine and motorsports amplifiers into its product offerings. These amplifiers are completely waterproof, IP67 rated, and capable of being submerged for a period of time. They come in a traditional four-channel amplifier, or a universal. The subwoofer amplifier is available at 300 watts RMS, two ohms, with a remote level controller. Finally, there is a completely standalone four-channel amplifier (KS-DR2104DBT) which comes with a wired marine remote controller. The user can easily connect to the remote controller using their smartphone, then use the remote controller to adjust volume, change track or control another amplifier.
AUDIOCONTROL LC SERIES OF AMPLIFIERS
The LC lineup has a number of convenient built-in features which equate to ease-of-install, and no additional gear necessary. Features include signal-summing, and acceptance of high-voltage, high-level input. All of the LC amplifiers have either an LC2I, LC7I or LC81 built inside and offer lots of power. The five-channel amplifier pictured (LC-5.1300) is the most recent addition to the line.
SOUNDIGITAL EVO PS 1200.1 AND 2400.1 MARINE AND POWERSPORTS AMPLIFIERS
The 1200.1 and 2400.1 are the latest additions to the EVO PS line of SounDigital amplifiers. These amplifiers complete the EVO PS family of products, bringing a solution for increased power to the marine and powersports categories.
METRA ELECTRONICS SADDLE TRAMP BC-DSPL-HD1 DSP AND INTERFACE IN ONE
The BC-DSPL-HD1 is the latest Saddle Tramp motorcycle DSP product. It offers a six-channel interface that easily connects to the plug-and-play T-harness of the motorcycle. It will also plug into any aftermarket amplifiers. Finally, new Axxess parts allow for reflashing of the bike. This is available for 2014 Harley-Davidsons and up.
The Memphis Audio Street Edge line of entry-level amplifiers was relaunched at KnowledgeFest Indianapolis, with three models displayed on the show floor, including the most recent addition, the SE 3200.1V2. This is the second generation of the line following a full redesign, from the circuit board to the cosmetics. The all-new 3200.1, a larger mono amplifier, is an 800-watt RMS amplifier at one ohm. Memphis Audio stated the line has become popular with some high-end dealers who have customers seeking a more entry-level price point.
DYNAMAT PRESENTS CUSTOM CUT KITS
Dynamat offers a number of kits for the automotive aftermarket. Now, the company is presenting pre-cut kits for specific vehicles, with enough material for whatever’s needed, whether it’s a complete door panel, floor, trunk or cargo area. The custom cuts are created by part numbers, and the buyer can choose areas of the vehicle—such as floors and a door—if they don’t want to do the entire car. Dynamat offers numerous kits for older vehicles, and now the company is focusing on more contemporary vehicles. Kits for Bronco, Challenger, Model 3 Tesla, Jeeps and more are now available. Dynamat Xtreme is one of the company’s most popular products. In 2020, Dynamat celebrated 30 years in business, and continues to focus on new solutions for consumers.
TURY FAST THROTTLE RESPONSE CONTROLLER EXPANDS TO POWERSPORTS
Four different IP68-rated waterproof FAST modules are now available from TURY. The company has expanded to cover powersports vehicles such as Polaris, Vanderhall, Jeeps and more. The product packaging has been improved, and the app has been updated. All programming is now completed via the smartphone; no access to the module is needed.
PRECISION POWER VERTICAL AMPLIFIERS
To avoid having to remove a seat, Precision Power designed a vertical amplifier that will fit in a variety of tight locations that may not be conducive to other amplifiers. All of the parts are either Japanese or German, focused on high performance. The amplifier has high heat and cold tolerance, so it will work well in very cold and very hot places. The logo plate covers the amplifier’s settings to prevent alteration after the install. The amplifier is easy to mount using the accompanying mounting plate. The product pictured is an 1800-watt mono-block amplifier.
HERTZ MILLE PRO MPS 250 S2 10-INCH SHALLOW SUBWOOFER
This shallow 10-inch subwoofer was just recently launched. It has 20 percent higher power handling than other similar subwoofers. A 12-inch version will be released in the summer.
The P-Series Projector LED kit provides a solution for newer vehicles using projector lenses for low and high beams. This series is designed to provide a perfect beam pattern, preventing glare. It also comes with plug-and-play CAN bus decoders more complex vehicles.
WET SOUNDS SHOWCASES
ZERO SERIES SPEAKERS IN 2021 POLARIS RZR TURBO S
The new Zero Series speakers from Wet Sounds were demonstrated on the show floor in this custom-built 2021 Polaris RZR Turbo S—an exciting example of what’s possible. The RZR features the following high-output coaxial speakers: One pair of Zero 6’s, two pairs of Zero 8’s and six Zero 10’s. While other Wet Sounds products are larger, the Zero Series caters to consumers seeking solutions for smaller vehicles such as the RZR. Wet Sounds had to compress high performance into a much smaller speaker. The result is a product with the performance level of a speaker twice its size. The custom fabrication modifications included a CNC machined subwoofer enclosure; enclosure trim panels; rear speaker pods and door panels; SLA printed front lower speaker pods; source unit bezel and side vents; a laser-cut and etched rear window; door badges; rear badge; test fixtures and various test inserts; sheet metal fabricated enclosure brackets; amp brackets and lighting; controller brackets; 3D scanned doors; dash; cargo area and floorboards.
KINGPIN UNIVERSITY FAST FAB TWEETER A-PILLAR KITS
The Fast Fab line from Kingpin University aims to help technicians get the job done faster. A line of tweeter pods were just released in four different sizes: Standard single, standard double, extra large single and extra large double. The stackable piece comes with a template which the technician can lay down on the A-pillar, cut it out and decide how deep the pieces have to stack so the tweeter is properly encased in the pod. The top layer holds the grille. This is also customizable: The technician is able to create a bigger profile in the front, or a completely flush appearance depending on the desired outcome. Finally, shape and blend using Kingpin University’s Levitate Filler. Instead of taking many hours to complete, this Fast Fab product should get the job done in about an hour.
SIRIUS XM ROADY BT RADIO
If a vehicle doesn’t have Sirius XM, the Sirius XM Roady BT Radio can be mounted easily in the car using the magnetic mount. It’s easy to plug in or install, with one single wire connection between the Display and Intelligent Power Adapter. The Roady BT features a large color display and easy-to-use navigation buttons.
JBL BASSPRO GO VERSATILE SUBWOOFER AND PORTABLE BLUETOOTH SPEAKER
The IP67-rated BassPro Go was the recipient of two CES Innovation Awards in 2020 in the Bluetooth Portable Speaker Category, and Best In-Car Subwoofer. While in the car, it’s a subwoofer with a 150-watt amplifier, and it can also run as a full-range speaker. When removed from the car, it becomes a portable Bluetooth speaker. This product was designed to be versatile for a consumer who wants to use it in a variety of settings: For example, after driving home from work, they may want to work in the garage. They can take the speaker out of their vehicle, plug it into a home charger and use it as a full system. They can also mount a secondary kit in their boat and use it as a subwoofer for the marine audio system. With a variety of applications, the possibilities are endless.
TRITON POWERSPORTS MARINE AMPLIFIERS
These marine amplifiers are available in mono-block, four-channel and six-channel, all IP86-rated. An accompanying RF remote bass knob allows the user to control the bass from anywhere in the vehicle.
KICKER KPB1 POWERBAR
This Bluetooth-enabled PowerBar boasts 150 watts of power. It can be easily connected to a subwoofer or an amplifier. The company is especially excited about this product’s “Broadcast Mode,” which allows for transmission within a 100-foot radius, so everyone gathered can play the same music. The KPB2 is this PowerBar’s big brother, offering eight three-inch speakers (two more than the KPB1) and a 300watt amp. It comes with a Bluetooth RF remote and four pre-programmed modes. The control panel lights up. This product will fit on a 1½, 2-inch and 2 1/4 -inch round bar. It will also fit on various-sized square bars with an adapter kit.
RIDING THE WAVE RIDING THE WAVE
2003 PORSCHE 911 CARRERA DISPLAYS SONY CAR AUDIO MOBILE ES PRODUCT LINE
Sony Car Audio displayed a 2003 Porsche 911 Carrera on the show floor, outfitted completely with Mobile ES products. The vehicle belongs to Midstate Distributing, and the work was completed by Abt Electronics in Glenville, Ill. The focus of this simple build was to showcase the Mobile ES line, beginning with the XAV9500ES head unit. It has two XS-104ES subwoofers, one set of XS-162ES front speakers, one set of XS-160ES rear speakers, an XM-GS4 four-channel amplifier and an XM-GS100 mono amplifier.
FULL THROTTLE
The team at Titan Motoring hits the gas on future expansion goals after COVID-19 slowdowns— all the more determined to carry out their plans after winning 2022 Retailer of the Year.
WORDS BY ROSA SOPHIA
Titan Motoring in Nashville, Tenn. started small, with owner Philip Lindsley handling mobile dealership work out of a van. Today, the business has grown to a 15,000-square-foot facility with about 34 employees including dealership runners and pick-up, drop-off personnel. It’s a one-stop shop for everything from 12-volt to lift kits.
At KnowledgeFest Las Vegas this past February, Titan Motoring was named Retailer of the Year. Several previous Industry Award winners are members of the staff, including Ray West, who has worked at two other Retailers of the Year. This is West’s third time on a winning team, according to Lindsley.
Others include Miguel Vega, Donny Wolfe, Randy Swartz and David Koz. Lindsley also noted Justin Marks, who recently moved on to a specialty hot rod shop. “That was Justin’s next step, and I’m proud of him,” he said. “He was here for most of 2021, so the award is just as much his as it is ours. He was part of that culture and our family.”
Although Lindsley always had high expectations for the business, he’s not sure he ever anticipated it would grow as much as it has. “It’s a big machine. What we’ve become as far as size, operation, processes and reputation—I think I’ve exceeded my goal. It’s been 11 years,” he said. “I think I knew what I was capable of personally, but the people who have joined the team at Titan helped grow the vision.”
POSITIVE REPUTATION LEADS TO NATIONWIDE CLIENT BASE
Originally, Lindsley said he’d envisioned a smaller store that might grow to multiple locations. That kind of business model was something he’d observed locally, noting that other similar businesses were often multi-stores, smaller and spread out.
Over time, though, Titan Motoring continued to shift, expanding into more than 12-volt. Soon, the business was markedly different from its competitors. “That model wasn’t available in the area, and I saw the need for it,” Lindsley explained. “As you grow and meet needs, making yourself different is the way to go.”
As more offerings were added, the business began to keep potential expansion in mind whenever it brought on new team members. “It became part of our hiring process to look for multi-faceted techs who did 12-volt, but also had another skillset we could offer.”
Lindsley’s perspective on multi-store chains shifted when he observed quality control issues in businesses that utilized this model. If a shop was stretched too thin, another location might suffer. This, he added, would affect reputation. It was decided that Titan Motoring wouldn’t expand into a chain for this reason.
While Lindsley acknowledged there are many successful multi-store chains, “I decided to shift my focus to a centrally located larger facility, so I could keep an eye on things and maintain quality,” he explained. “Between me, Donny and Ray, all three of us have our hands and eyes on 99 percent of the cars that come out of this facility. It’s worked out very well.”
Additionally, Titan Motoring is proof that a good reputation crosses borders. As the business continues to expand well beyond its local area due to its positive
BE WILLING TO LEARN. DON’T THINK YOU’RE DOING EVERYTHING RIGHT BECAUSE YOU PROBABLY AREN’T. LISTEN TO YOUR TEAM. LISTEN TO YOUR CUSTOMERS.”
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reputation, it draws in clients from all over the United States—including those who’ve relocated but don’t want anyone else touching their car.
“Even if [a business is] a little bit farther away, people are willing to come to you because of your reputation.” Sometimes, though, Lindsley said, clients come not only from another state, but from another country altogether.
OVERLANDING CATEGORY ATTRACTS NEW WAVE OF CLIENTELE
The farthest a client has come from is Costa Rica, due to the fact that there are less options for the overlanding category in that area, according to Lindsley. He said the overlanding category has grown tremendously in popularity, and attributed the growth directly to the pandemic.
“It’s exploded due to COVID,” he said, adding that the shop’s powersports and marine categories have also increased in revenue. “Overlanding is off the grid: Outfitting solar, extended fuel, refrigeration, fresh water capability, tent setups, storage and redundant processes to make sure you don’t get stranded. We’re getting a lot of this work.”
He added that the most capable industry to handle overlanding is 12-volt. “We’re able to do suspension, one of their needs, wheels and tires and fuel tanks. The 12-volt world is the most competent to complete one of these projects.” These jobs can come from anywhere, and they average around $50,000, he added.
To retailers interested in branching out, he noted the category involves potentially hiring ASE certified technicians. “It’s one of the fastest growing niche categories. There’s a particular skillset involved in [working on] off-the-grid overlanders. Dan Bowman has brought a lot of that knowledge to Titan. He’s very well-versed in that world.”
EXPANSION IN DEALERSHIP WORK SET TO CONTINUE POST-PANDEMIC
In 2019, Titan Motoring was featured on the cover of Mobile Electronics magazine. At the time, Lindsley had been planning to expand the business’s already thriving dealership work. But when COVID-19 hit, he said everything was impacted and the team had to reevaluate the goal.
“Instead of expanding the number of dealerships we service, we focused on our primary dealers who were sending us the most amount of business,” he explained. While the number of dealerships the business services hasn’t necessarily expanded, revenue in the category has increased. Although dealerships weren’t getting new vehicles due to the automotive chip shortage, used car inventory was up.
HOW TO VIEW ONE-STAR REVIEWS AS AN OPPORTUNITY
Teaching moments can come from unexpected places, even from bad reviews: “We don’t have a lot, but they’re my favorite,” Lindsley said. “It’s a chance for you to be better if you listen to the review. I also use it as a platform for customers to see how we respond.”
Often, a person’s first instinct is to look for bad reviews. For the retailer, a bad review can be a chance to own up to something and make it right, he added. “It gives you an opportunity you don’t get with a five-star review. I’ve used it that way, and I’ve had clients tell me they came in because they read my response to a one-star review.”
If a retailer responds with anger to a one-star review, “it says a lot about taking responsibility and having accountability,” he explained. “All of that translates into your business, your employees and the work you produce.”
While retailers can really use negative reviews to their advantage, he said, “Be willing to eat some humble pie if you make a mistake. Never stop learning. If you stop learning or if you think you’re the cat’s meow, it’ll be downhill from there.”
AS YOU GROW AND MEET NEEDS, MAKING YOURSELF DIFFERENT IS THE WAY TO GO.”
“These cars might not have CarPlay or other newer offerings, so it was off-set: There weren’t any new trucks, but there were 2015 and 2017 models without CarPlay or other features. We’ve had to shift toward used cars as opposed to new in our expeditor work.”
Having industry connections helped when it came to radio shortages, according to Lindsley, who said that when product wasn’t available via the usual means, his team was able to secure it through other shops.
“Before I got plugged into the industry,” he said, thinking of his pre-KnowledgeFest days, “I was just in my own little bubble and knew of one or two other shops in town. Now we know hundreds of businesses we can reach out to for inventory.” Thanks to these connections, the business has been able to stay fairly consistent when other shops could spare a radio or two.
Currently, Titan has its eyes on a new facility: If secured, the shop will go from 15,000 square feet to 36,000, allowing all departments—including expeditor work— more room to grow. Lindsley added the shop’s been very limited by its space, while still managing to work on 30 to 40 dealer vehicles in a day, installing leather,
Due to COVID-19, Titan is handling more overlanding projects. Dan Bowman, pictured, has brought his skillsets and knowledge of this fast-growing category to the team.
cameras and backup sensors. The expansion will even allow Titan to possibly bring in new categories that have been outsourced in the past.
“In the last couple of months, we got a new CNC from Laguna and a laser. It’s tight.” Additionally, he added, the wood fabrication shop is “maxed out” and if all five technicians happen to be working in there at the same time, “it’s hard.”
Once the shop is able to expand, space for audio and fabrication will double or triple. “We could add five techs now,” he said, “but we just don’t have the space.”
DRIVING FORWARD WITH A WILLINGNESS TO LEARN
While Titan Motoring has been pursuing Retailer of the Year for the past four years—ever since Lindsley first began attending KnowledgeFest—he added he never expected they’d win. “When they announced it, I wasn’t even paying attention,” he said. “I was blown away.”
He first opened the business in 2011. “I’m proud of our operation, but we always have to work at being better. Two
SHOP MONKEY SOFTWARE INCREASES EFFICIENCY AND SAVES TIME
During a training session Titan Motoring recently taught at KnowledgeFest, Lindsley recommended retailers use Shop Monkey, a point-of-sale software. “It’s made a huge difference for us,” he said. “We can send out estimates from text and email quickly. The client reviews, authorizes and pays all from their phone.” Because the client can handle payment any time of day or night, he added, “It’s like our store is open 24/7.”
The shop adopted the software in 2021, making pandemic-related contactless drop-off even easier. “People didn’t need to be here. We can send messages to both text and email,” he said, adding the client then chooses how they prefer to respond. “We can send them pictures and ask questions, and so can the technician.”
Furthermore, he said, no matter who speaks with the client, all of the information is available in the same place and viewable on the customer’s invoice. “If the salesperson talks with them about where the bass knob should go, or where they want something mounted, or if they want their stock equipment back, it’s all noted in the same account,” he explained. “The technician can see everything. Everyone is on the same page.”
The software has saved time and solved a lot of communication issues, according to Lindsley, who said a client might come in for 15 minutes, explain what they want and leave: “The salesperson will generate the quote and send it to them. They’ll review it in the comfort of their own home and send the deposit that night.”
The next day, the team will arrive at work, see the payment, order the necessary products and book the appointment all through text or email. The software also sends the client a confirmation message and a reminder the day before their appointment.
years from now, I’ll probably say the same thing. I’m always pushing to grow and learn, and I don’t think I will ever lose that drive.”
The award has lit a fire under the team, he added. Now, the focus is to get Titan Motoring where it needs to be even faster, and with more urgency. There’s a plan in place for the coming year, but the facility has yet to be acquired.
Growing on a large scale takes opening one’s eyes and really looking around to see what’s possible, he said. He named other businesses he admires, including Perfectionist Autosound in Anchorage, Alaska; Mobile Toys in College Station, Texas; and Sound FX in Lewes, Del. Making industry connections and seeing what others have accomplished continues to inspire him.
When it comes to avoiding common pitfalls, Lindsley said, “Be humble. Be willing to learn. Don’t think you’re doing everything right because you probably aren’t. Listen to your team. Listen to your customers.”
The team’s growth, he added, contributes to the business’s positive culture. “We come to work with a smile on our face. We do things together outside of work. We don’t overwork. We do whatever we need to do to maintain that, so we can spend time with our families,” he said, adding, “Work to live. Don’t live to work.”
MEETING THE NEED
After rising from technician to business owner, entrepreneur Brian Hampson is bringing solutions to the industry in the form of the 12V Dashboard.
WORDS BY JAMIE SORCHER
Brian and David Hampson have attended recent KnowledgeFest events to demonstrate to retailers what the 12V Dashboard has to offer: A convenient, efficient lookup tool to help businesses save time and close sales faster.
Are successful entrepreneurs born or made? Many industry analysts, professors and today’s leading thinkers continue to discuss and debate this. There’s no definitive answer, yet, according to one study, 37 to 48 percent of the entrepreneurial tendency is genetic. There’s even something called the “entrepreneur gene” that many believe is an indicator for success in certain people. If anyone has this gene, it’s Brian Hampson.
Busy in his role as CEO and owner at Omaha, Neb.-based Stereo West Auto Toys, Hampson still found the time and energy to launch his latest venture, an Internet portal called the 12V Dashboard.
The project started out as a way for Hampson to maintain the valuable knowledge stored in a technician’s head so that it remained with the store even after a tech had moved on. The database is filled with information on everything from uses for dash kits and harnesses, to OEM amplifier locations and integration notes, to ANC mic tips and tricks. There’s also a section for notes and pictures.
Hampson’s interest in car audio began in high school when he completed a build in his own vehicle. He got a job in the warehouse at Advanced Auto Alarm & Car Stereo in St. Louis, a 14-store chain, where he handled return authorizations, sent product back to manufacturers and made deliveries to stores.
When one of the stores needed a remodel, Hampson was chosen to run the wires in the sound room. Looking back, he guessed his attention to detail impressed the store manager. “That’s how I became a technician. I went to every training I could, took notes and studied,” he said, adding, “It’s important to absorb as much information as you can. It’s not about being a body in the room. It’s about taking the information you gain back to the store and applying it.”
Clear Communication, Confidence and Teamwork Aids in Efficiency
In 1996, Hampson moved to Omaha for a position as a commission-based
Stereo West Autotoys, based in Omaha, Neb., owned by Brian Hampson, is also the home of the 12v Dashboard.
installer with Stereo West. He became the install manager in 1998, then store manager in 2001.
“As the install manager, I had six to 10 people working for me,” he said. “I always envisioned the role as being part of the team.”
He worked alongside them, rather than above them, adding that he booked cars for himself as well. “Every half hour, I would get out of a car, go around and check in with everyone, and make sure they were on track for finishing tasks on time or find out if they needed any help.”
Assistance could be anything from finding a wire to offering more specific guidance on a particular vehicle. “After I did my rounds, I would go back and work in my car for a little longer and then do the same thing again the next hour,” he explained. “I also let each installer know the next car they’d be working on.” This kept everyone on the same page: Everyone understood what was next.
When issues cropped up while Hampson was working as install manager, he said he communicated with the store owner to let him know. The owner asked him if he could handle it himself. “I said yes, which is how I got into the role of store manager,” he explained. “Instead of trying to figure out everything myself, I learned to rely on my staff for their expertise. For instance, I’m not a salesperson. I could take the training and say, ‘Okay, we need to do top-down selling,’ but I’m not as strong in building a rapport with the client. A true salesperson is amazing at this.”
When he stepped into the role as store manager, Hampson said he was established in his career: “I knew car audio. I knew how to solve problems. I had been an install manager for four years, so I knew cars.”
Hampson added that he knew he could figure out an issue with a car or explain it to a client. He could also handle store management issues. “My job was to make the store run well. [I handled] merchandising. Making the store look presentable always came naturally to me.”
But what was most important when it came to this new role, he added, was having confidence in himself and his background.
Solving the Problem: 12V Dashboard as a Database for Vehicle Knowledge
In 2010, Hampson took the next step and bought Stereo West Auto Toys, and stepped into the role of CEO. The purchase was made during the height of recession and the store was having difficulty with its debt. It was a unique opportunity for Hampson to move things around and negotiate in ways that he added wouldn’t be possible now.
After the purchase, two or three techs left over a period of time. It got Hampson thinking. “I noticed that when a good tech left, they would take some very valuable information with them, in their brain,” he said, adding that the store not only lost a great technician, but it also lost all the knowledge he’d accumulated while working.
“He’s not around anymore. You can’t ask him, ‘Hey, what fits in this car?’ or ‘How do we make this thing work in the Jaguar again?’ The tech is always the one who has those answers,” he explained, “and you lose those answers when he leaves.”
Hampson began brainstorming a way to preserve that knowledge and catalog it for the store. The answer came to life in the 12V Dashboard. When a technician asks a question, such as, “What’s the trick with this car?” the 12V Dashboard is a database to track those types of questions so that everyone can find the answer.
The database continues to evolve, according to Hampson, and is now available for any car year 2000 and up. “You can look up the car and there’s a full
– Brian Hampson
enclosure guide, for example, and almost anything you’ll need to know about any car,” he said. “There are tips and tricks. ANC wires are a big deal right now. Also, if you have a tip or a trick for the guys specifically in your store, you can put your note in for any car, and a picture of any car, and it will only be visible to your staff. It’s cool for your own virtual file cabinet. It’s a photo album for your store.”
Above all, Hampson said, it’s a sales tool first. Salespeople can utilize the 12V Dashboard at the start of a sale, saving them from common issues and pitfalls that can occur before the car even gets into the bay. “The salesperson will know the car has an ANC mic in it, for example. They’ll know to charge another $50 or $100 to pass this ANC mic,” he explained.
Some installers, he added, will get close to completing an install and discover they’re having difficulties with the ANC mic. “This means a call to the customer to say the car needs to be in for another night to figure out the problem. Now you have a customer’s car overnight—and a problem—instead of charging $100 upfront, making money, and knowing what you’re doing ahead of time,” Hampson said, adding, “It’s huge for the sales side if it’s used properly.”
Always Think a Few Steps Ahead
To be on top of your game means being able to look ahead: Hampson has been doing this throughout his entire career. “If you’re complacent, just remember that your competition isn’t going to be,” he said. “They will leave you in the dust. Then two or three years will go by and you’ll be wondering what happened to your business.”
He advised retailers and technicians to always continue innovating: “Get better and better at what you do.”
He added that his shop recently purchased a laser, and there’s a CNC on the way. “We try to be on the cutting edge of technology,” he said, adding, “Not just with the 12V Dashboard, but with tools and whatever else our team needs to be better [at what they do].”
Hampson noted the laser can handle engravings so it allows for the possibility of putting a logo on a piece of plastic. It can do etchings in wood, plastic or metal. The CNC is like an automated cutting tool. All the pieces for an enclosure can be designed on a CAD program and this machine cuts out all the pieces. It can handle very complicated pieces, cut them out, and have them ready for assembly.
According to Hampson, owning his own business was something he always knew he wanted. When it comes to the 12Voltdashboard, his aim is to continue to find ways to improve and push for solutions for the industry. Hampson’s son, David, is the general manager of the business, “and he’s learning and helping with the dashboard as well.”
He added that he’s always looking ahead: “Our focus is the 12V Dashboard, and continuing to make that product even better for the entire industry.”
KEEP ’EM TALKING
Three Top Sales Pros discuss essential communication strategies for bringing clients off the phone and into the showroom.
WORDS BY ROSA SOPHIA
At KnowledgeFest Las Vegas, three award-winning sales professionals teamed up to present a workshop on what it takes to be a successful salesperson in the 12-volt industry. Jayson Cook of Columbus Car Audio in Columbus, Ohio, Jason Kranitz of Kingpin Car & Marine Audio in Henderson, Nev. and Elias Ventura of HKI discussed perspectives, strategies and best practices with their audience.
Cook observed many of his clients still prefer email communication over social media messaging, while some audience members shared it’s the opposite for them. Attendees agreed that demographics and location play into clients’ preferred modes of communication. The main focus of the discussion, regardless of means, was how to use efficient and effective communication methods to get clients into the store and demonstrate what makes a business stand out from others.
Cook said he’s been in the industry since 1998. “I love what I do. I realized a few years ago there’s a real need for salespeople to learn how to sell in our industry without being the stereotype of the ‘used car salesman,’” he explained. “I think it’s important to learn how to build a relationship, and how to bring them in and keep them coming back.”
LAYING THE GROUNDWORK FOR A PRODUCTIVE CONSULTATION
When discussing prices, Kranitz advised attendees to never give prices over the phone. “If you do that, you can’t show them who you are or what you’re about,” he said. “Once you get them in off the phone, you can handle any objections.”
It’s important to slow down the process: “I ask for their first and last name and a phone number I can call in case we get disconnected. Then I move on to year, make and model of the car. I also ask for an email address in case I have to send them anything. Then I ask then what they’re looking for.”
It’s essential, he added, to find out how the potential client heard about the business. He frequently hears one of three things: A friend, the Internet or a dealership. Finally, he books the
consultation appointment. Five years ago, he implemented Skype appointments, putting in the same degree of effort as an in-person appointment.
“I just pretend they’re there,” Kranitz said. “The key is you have to get them in. You can’t show them who you are until then. When it comes to distance, a digital consultation solves any issues.”
People are much more likely to come into the store, he said, if the retailer avoids giving a price over the phone. Explaining labor rate, parts and all the components involved gets complicated, and explaining over the phone “won’t translate into a sale,” he added. Finally, “Every time I answer the phone, I smile. It sets the mood. You’ll be much more pleasant on the phone if you do this.”
CULTIVATING EFFICIENT AND EFFECTIVE COMMUNICATION
Some shops that are extremely busy might use an auto-reply function on emails, which Cook said only works until a certain point. If the client doesn’t get a response, “they’ve already crossed you off,” he said. “Two or three days later, they will wonder why you’re bothering. You have to be efficient, enthusiastic and engaging.”
Over the years, Cook has made some observations about successful email communication prior to the potential client’s arrival in the showroom: “Subject lines with emojis are more likely to get answered. Make it personal. Use their name and yours. You have eight seconds to get their attention when they open an email.”
For some clients who are extremely busy, email might be the best way for them to reach out and make the initial contact. “When I first started handling emails for Columbus Car Audio, an email I got ended up making a huge sale,” he said. “It became a 12-year relationship, a repeat customer. This is why it’s important to prioritize it just as you would if they’re coming in or calling.”
However, he added, customers who are physically in the store should always be the number one priority. “If they’re in front of you, nothing else matters. Phone is second and email is third.”
It’s important to set designated times to check email throughout the day. Cook noted that he checks his in the morning as soon as he arrives at the shop,
Jayson Cook of Columbus Car Audio in Columbus, Ohio, who won the 2019 Sales Pro of the Year Award, stressed the importance of relationship-building in client interactions during a presentation at KnowledgeFest Las Vegas 2022.
2020 Sales Pro of the Year Jason Kranitz provides digital consultations to solve any issues relating to distance or schedule conflicts. He offers a virtual tour and handles everything exactly as he would if the customer were physically in the store.
then again after the morning rush and a third time in the afternoon. He advised attendees not to check at night. “I recommend cutting yourself off after closing time,” he said.
This practice reinforces a positive work and life balance, allowing for essential family time. Regardless, he added, if an email is left unanswered for 48 hours or more, the shop has likely lost that client.
When corresponding with a potential client, it’s important to keep the conversation flowing and ask the same open-ended questions that would be asked in the showroom, according to the presenters. Cook said after asking for information about the vehicle, he will sometimes request photographs. This can be very helpful if the project is so large that it’s not ideal to bring the vehicle by the shop, such as in the case of an 18-wheeler.
“Treat them as if they’re right there,” he said. “Find out their overall goal. If you just give them a blanket response, they won’t reply.”
The presenters agreed that it’s important to set a time for a consultation: “Don’t say ‘Come in anytime.’ When you invite them in, set a time. You’re more likely to get them there. The longer the exchange goes back and forth, the more it starts costing you money.”
Finally, it’s essential to stay in touch with the client during the course of the project as well as after the job is complete. Kranitz noted that during large projects, he will send an email at the end of the day with photographs and a progress update.
“Do what you say you’re going to do when you say you’re going to do it,” Cook said, adding, “This is imperative.”
LEVERAGING SOCIAL MEDIA TO ATTRACT NEW CLIENTS
While discussing social media as it relates to sales, Ventura said he enjoys using Instagram. “I like the engaging photo and delivery aspect,” he said, adding that just like email or phone communication, exchanges with potential clients on social media should be efficient and effective.
“I decided to treat social media interaction the same way you would an email
or phone call,” he explained. “If someone commented on a photo, ‘That’s really cool. How much is that?’ I would reply, ‘Check your messages,’ and I would ask them if there’s a good email or phone number where I can reach them.”
Although it’s a different method, the goal is still the same: to engage and interact. Ventura added that the direct message function of Instagram can also be used to send photos of the car. And when the potential client sends the photos, he said, “Compliment the car. Even if it’s a daily driver. ‘Nice car. Great color choice.’ Whatever you can do to break the ice.”
Not everyone will prefer Instagram. “Pick the platform that works best for you. Instagram was great for me because I could utilize hashtags to get in touch with a broader audience.”
Cook noted that Columbus Car Audio recently implemented TikTok, adding that the first video they posted had over 3,000 views in eight hours. “It was a video of me talking about a remote start,” he said. “I explained the product and then showed a complete install. We never got traction like that with anything else.” Videos often receive more likes and reactions than a general post.
Finally, any social media page should have contact information—phone number, email, website—which will draw the client into the store. When it comes to large jobs, Cook said he’ll get the technician involved in the sales conversation.
“It has to be a team effort,” he explained. “At the end of the day, we all have the same goal and we’re on the same team. People can buy this stuff anywhere else. There’s a reason they’re coming to you, and you have to figure out that reason.”
Elias Ventura—who was awarded Sales Pro of the Year in 2017—told retailers its best to understand their demographic in order to decide which social media platform will work best for them.
GETTING STARTED
WORDS BY JOHN BRETTLE
During my many years as a technician, I have worked with a variety of materials, everything from MDF to Birch plywood, ABS, PVC, acrylic, sheet metal, aluminum, steel and HDPE. I was an installer and fabricator for over 27 years, and even a salesperson and a store manager for a few. In all that time, I learned that acrylic is by far my favorite material to work with. Acrylic has many uses: You can create edge-lit engraved signs, speaker plates and grilles, radio trim pieces and even viewing windows to highlight the equipment in a build. In this edition of Tech Today, I would like to share some tips and strategies that will help you as you work with this material.
Acrylic is useful for creating speaker plates and grilles.
Considering expanding your skillset into acrylic materials? Take note of these helpful tips while moving forward on your creative journey.
A Variety of Acrylic Types Offer Different Uses and Applications
Acrylic is very resilient. It holds a sharp edge and can be polished, frosted or painted depending on the application. Fillers and fiberglass mate very well when prepped by roughing the surface or pre-drilling holes for the material to grip to. Acrylic can also be easily tapped to
Here, acrylic was used to make a radio trim piece.
Fillers and fiberglass mate very well when prepped by roughing the surface or pre drilling holes for the material to grip to.
accept machine screws, and it can be permanently bonded to form layers or create boxes, pockets and stands. I enjoy working with acrylic so much that I started a business called The Mesh Man LLC: I specialize in laser engraving and graphic design services for the 12-volt industry, including speaker plates and grilles for custom installs, logo designs and vectorizing images for engraving. Acrylic is the primary material I use.
There are a few different kinds of acrylic, from basic clear or opaque, from multiple colors to specialty translucent and frosted, to the highly specialized acrylics like glitter, mirrored and dual- or triple-layered. All of them have their own uses and they can be combined to create unique effects.
It’s important to keep in mind that not all acrylics are the same. There are two main types: cast and extruded. Cast has
Acrylic viewing windows highlight the equipment installed in this vehicle’s trunk.
a higher melting point and tends to leave a cleaner edge when machining, whether cutting or engraving. Extruded acrylic has a lower melting point, so it tends to be easier to polish but it can also scratch easier. Extruded is not very good for engraving purposes, as it does not leave crisp lines and edges.
Always know which kind you are using for the task at hand, so you’re aware of how to adjust your machine and material handling techniques.
Most cast acrylic has a paper masking, and most extruded acrylic has a plastic masking. If you are unsure, contact your supplier to verify. Both exhibit the same characteristics when bonding. It is essential to use the appropriate solvent-based cement. I recommend WeldOn #3, or #4 for most tasks we see in our industry.
WeldOn #16 can be used for more structural builds, but it has a longer set-up and cure time. With WeldOn #3 and #4, syringe application works best, as they both have a consistency of water or even thinner. WeldOn #16 can be found in a tube or a can with a brush. It has the consistency of hair gel.
Whichever you decide to use, remember not to clamp the pieces together. You want to develop a fixture to align the pieces without applying much pressure. This allows the chemical reaction to occur which permanently binds the pieces together.
Read the directions for each type to know how long the pieces should remain
held together with a fixture. CA glue or cyanoacrylate—commonly called super glue—can temporarily hold acrylic together, but can also cause discoloration and a very brittle connection as it won’t chemically bond with the acrylic. On the other hand, when WeldOn #4 is used, there is no discoloration or squeeze-out.
Essentially, using cyanoacrylate as part of your fixture can work—as long as the discoloration won’t affect the finished quality of your project.
Be Aware of the Limitations of Acrylic Materials
Acrylic can be used easily as a speaker plate, but you must be aware of the possibility that it could crack or break under stress. Make sure you use thick enough material and account for hole placements: Don’t create them too close to the edges, and ensure all mounting holes are aligned. Acrylic won’t allow for wiggle room like expanded PVC.
Cast acrylic can be easily tapped to accept machine screws. The following tips will help you as you work:
• Make sure you have the appropriate-size hole for the tap you are using. • Use an acrylic-safe lubricant to keep your tap cool and running smoothly through the hole.
I prefer to use the Novus Polish #2, as it was created specifically for polishing plastics and it allows for easy clean-up. Besides, if you are working with acrylics, the Novus Polishing system is something you should already have.
When engraving acrylic—preferably cast—you don’t have to go deep into the acrylic to create most engravings. All you have to do is mark or scratch the surface to be able to see it, which can easily be done with a CNC laser. However, you can obtain an interesting 3D look by going deeper. This is better achieved using a CNC router and the appropriate bit, such as V-bits or tapered ball-nose bits of different angles, depending on the desired detail. Be aware, though, that debris can be left in the deeper engravings, causing more clean-up time at the end.
Acrylic can be easily tapped to accept machine screws.
This was glued using cyanoacrylate. Note the discoloration and unfortunate squeeze-out because it does not have the same chemical reaction as a solvent-based cement.
Strategies to Recall When Working With Acrylics
Whether you’re machining acrylic “by hand” with a jigsaw and router, or using a CNC router or CNC laser, here are some important things to keep in mind:
• Just because it’s clear and you can see through it, doesn’t always mean the material is acrylic. Polycarbonate can look like acrylic, but it’s a totally different chemical make-up and requires completely different techniques. If you use a CNC laser, you won’t want to even try to machine it. It will actually
When WeldOn #4 is used, there is no discoloration or squeeze-out.
Acrylic can be permanently bonded to form layers or create boxes, pockets and stands. Different types of acrylic can be combined to create unique effects. This was done with clear-cast acrylic pocketed on a CNC router and edge-lit with white LEDs. Then a piece of dual-layer was CNC laser engraved and cut to fit in the pocket. This created a nice glow around the name plate to create more of an accent. Also, the interior of the enclosure was lit with blue LEDs to create a contrast.
It’s possible to create an interesting 3D look by going deeper, which is better achieved with a CNC router and the appropriate bit, such as V-bits or tapered ball-nose bits of different angles, depending on the desired level of detail.
absorb the laser beam and cause yellowing. If it’s too thick, it may cause burning or even a fire.
• Do not use thread lock for securing a machine screw in a tapped hole. The chemical make-up of thread lock will cause cracking in the acrylic, which will lead to a complete failure in the part. Instead, use a spring-lock washer to keep tension on the machine screw to keep it from coming loose.
• When it comes to screwing a machine screw into tapped acrylic, hand tools are your friend. Even though it taps very well, it is still a form of plastic and machine screws are metal. The threads can be stripped if overtorqued, or you might find yourself easily cross-threading the hole. Using a handheld screw driver instead of a screw gun allows you to align the screw properly to avoid cross-threading. You’ll also be able to feel the amount of torque used, allowing for a snug and secure hold.
• When using a jigsaw to rough-cut acrylic before taking it to a router to flush trim, I recommend a slower speed with a medium-tooth blade so you won’t melt the acrylic. Too much speed will create too much heat. Also, too rough of a blade may cause unwanted chipping and cracking.
Finally, here’s a tip for those with CNC lasers: Use air assist to easily cut smaller holes and patterns, but know this will leave a haze on the top edge of the cut. This can be totally fine if painting will be the final finish. This hazing is caused from the immediate cooling of the material. This is great when creating holes really close together, such as in a speaker grille mesh pattern.
Minimal air assist will give you a more polished edge look, but it can cause warping because there is minimal cooling of the cut. Minimal air should be used when engraving with a CNC laser because too much air can cause the atomized particles to be blown back into the engraving, causing an unwanted buildup of acrylic dust in the engraved areas, or even blown across the surface.
It’s easy to see that acrylic is very versatile. If you’re new to using this material, you may want to begin by experimenting. Finally, keep this in mind: There are many other uses and applications for acrylic which I may not have covered here.
Have fun with it, and get creative.
