Webinars to make your workshop stronger

Bringing together industry leaders, research, and analysis - the Capricorn State of the Nation webinar series will explore thought provoking insights from Capricorn’s State of the Nation 2020 Report.

With practical discussions and a question and answer function, the webinar series provides you with direct access to information that can help you grow your business.

Past Webinars


How to win a customer for life with exceptional customer service

October 13th, 9AM AWST

Did you know that 96% of customers will leave after experiencing bad customer service, never to return?

While the State of the Nation Report 2020 told us conclusively that the thing people love most about working in our industry is making customers happy, we could all use a little expert advice on how to ensure we’re giving the best customer service possible.

So, we invited customer service expert Shep Hyken along for a “fireside chat” with Capricorn Group CEO David Fraser, to explore what constitutes good and bad customer service these days.

The conversation will be filled with amazing insights and great tips and advice you can take away and introduce at your workshop today. Shep also returned to answer some of your questions in a separate video also available with the replay.

How to acquire new customers with your online reputation

October 20th, 9AM AWST

Do you rely on positive word of mouth to get new customers through the door?

You’re not alone. According to our 2020 State of the Nation survey, that’s what 75% of Members do.

In this Capricorn State of the Nation Webinar online marketing expert Taylor Cutler, of Podium, shares with Members some of the easiest ways to set themselves apart in a competitive market place — including building and optimising your presence on the sites that matter most to your customers, like Google and Facebook.

In this webinar, Taylor provides you with the tips and tricks you need to improve your online reputation, so you can help potential customers find and choose you when they need you most.

The secrets of the most efficient and successful workshops

October 27th, 9AM AWST

Are you one of the 52% of Capricorn Members for whom being able to pay your bills at the end of the month is how you know business is running smoothly?

That was one of the more worrying statistics to emerge from our landmark State of the Nation study, released earlier this year. It’s worrying because such a crude measure for success tells you nothing about your overall operational and financial health and could be hiding signs of long-term strain.

Join Capricorn Group CEO David Fraser and "The Workshop Whisperer" Rachael Sheldrick to find out the secrets of some of the absolute best-run workshops and things you can implement in your workshop today. Plus join in on the conversation about the best way to measure both the success and the efficiency of your business.

6 areas where technology can improve your productivity and profitability

November 10th, 9AM AWST

Technology is a big investment. It can be costly to buy and it can be hard to know if it will be money well spent.

But could the technology you’re already using be costing you productivity and profits? Or could not investing in new tech be costing you more in the long run?

In this webinar, Capricorn Group CEO David Fraser is joined by the expert team behind TaT Biz and The Automotive Technician, Geoff Mutton and Jeff Smit, for deep dive into the tech every workshop should be investing in to remain competitive, productive and profitable — now and into the future.

We’ll cover:

The diagnostic tools you need and how to charge for diagnostics
Leveraging management reports and databases
Online customer booking systems.

Supercharge your profits; how to charge customers more without scaring them away

November 17th, 9AM AWST

Are you leaving money on the table that could be filling your bank account instead?

We’d all like our workshops to make more money but with price-sensitive customers and the costs of doing business always going up, trying to increase profits can feel like trying to get blood from a stone.

It doesn’t have to be that way!

In this webinar, Capricorn Group CEO David Fraser is joined by Capricorn’s CEO of Automotive, Brad Gannon, to discuss a number of simple and practical ways workshop owners can supercharge their profits.

We’ll cover:

Mark-ups and margins
The tiered pricing alternative
Charging for diagnostics
Estimating service times.

How to be resilient, adapt and keep positive in very stressful times

November 24th, 9AM AWST

Even at the best of times, running a business can be tough. Throw in a global pandemic and 2020 has been even harder than normal.

So how can we all be more resilient? What can we do to adapt, and improve our ability to adapt?

In this webinar, Capricorn Group CEO David Fraser is joined by psychologist Dr Marny Lishman, who has spent years helping business owners and their employees find strength and resilience when the going gets tough.

We’ll cover:

How stress works
Recognising and handling stress
Anxiety, depression and feeling overwhelmed in business
Looking after staff
Positive mindsets.

Work-life balance for workshop owners: how to take a break, make a profit and stay sane

December 01st, 9AM AWST

When we asked Members for biggest challenges they faced in running their business, 46% said maintaining a good work-life balance.

The same percentage also told our State of the Nation survey they struggled to take a holiday — or even to step away from the business for a day or two.

They were the top two responses. Yet 52% of Members told us they considered having a good work-life balance a marker of success.

Everyone in business deserves (in fact, needs) some time off. In this webinar, two Capricorn board members, Phil Saxton and Mark Cooper — each with decades of experience managing busy workshops— will join CEO David Fraser for an honest discussion about improving your work-life balance.

We’ll cover:

What a healthy work-life balance looks like
Hierarchy, training and hiring well
How to prioritise taking time off
How to hand over control.


Meet the Hosts


David Fraser

Capricorn Group CEO

Our webinar host David has over 35 years’ experience in the automotive industry working in Australia and around the world. His work in the sector is a testament to his passion for leadership, innovation, work ethic and integrity. In 2019, David was appointed Capricorn’s Group Chief Executive Officer where he has overseen the release of Capricorn’s largest research project The State of the Nation Report.

Shep Hyken

CAO Shepard Presentations

Shep is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.  He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organisations who want to build loyal relationships with their customers and employees

Taylor Cutler

Marketing Director Podium
Taylor serves as the Director of Marketing at Podium, an Interaction management platform that helps businesses interact with their customers through SMS text messaging and influence purchase decisions by streamlining the collection and management of online reviews. He has a background in helping businesses drive demand through paid and organic marketing channels such as Google, Facebook, and industry-specific sites.

Rachel Sheldrick

The Workshop Whisperer

Rachael is a successful auto repair shop owner, author, speaker and Australia and New Zealand’s leading business coach for auto repair shops. Rachael is the founder of The Workshop Whisperer and specialises in mentoring owners and managers in sales and marketing, social media strategy, improving productivity, staffing, culture, leadership, and cash flow. Her unique online training programs can help transform a business in as little as 8 weeks no matter where they are located throughout Australasia.

Geoff Mutton
TaT Biz

After completing his commerce degree at the University of Sydney, Geoff became a chartered accountant where he gained an understanding of the financial frustrations of small business. From here Geoff moved into the business coaching arena where he worked with numerous business owners helping them achieve their personnel and financial goal. Apart from regular training events, Geoff works one-on-one with auto mechanical workshop owners, helping them implement better and more profitable business practices and regain full control of their business.

Jeff Smit
TaT Biz

Jeff is the consummate automotive technician professional who believes passionately in the need for constant training to stay ahead in the automotive repair industry. He owns and operates two auto electrical, general repair and air conditioning workshops in Sydney, and he was instrumental in establishing The Automotive Technician network with two partners in 2007. He has undertaken countless post trade courses in all areas of mechanical and Auto electrical and electronics. He and his workshops have won many awards for technical and business expertise.

Bradley Gannon
Capricorn Automotive CEO

Bradley is Chief Executive Officer Automotive of Capricorn Society, responsible for its Automotive Division which operates in all parts of Australia and New Zealand. His accountabilities also include Group Marketing, Capricorn Travel and most importantly, the overarching Member experience at Capricorn.

Dr Marny Lishman
Psychologist, Personal Coach, Keynote Speaker and Author

Marny is a Psychologist, Personal Coach, Author, Keynote Speaker, Columnist & Media Commentator. She works with individuals and corporate groups to promote personal and professional growth and speaks on a wide variety of topics to promote mental health and wellbeing.

Mark Cooper
VIC/TAS Director (Chairman)

Mark became a member of Capricorn Society in 1995 and was first elected to the board in October 2013. He was appointed Vice Chairman to the Board in 2018 and Chairman of the Board in 2019. Mark is a member of Capricorn's Remuneration and Nomination Committee and has previously been a member of the Capricorn Audit and Risk Committee. Mark is also a Director of Capricorn Mutual Ltd.

Philip (Phil) Saxton
NZ Director

Phil was born in 1969 and has been involved in the automotive industry for over 28 years beginning with an apprenticeship in an all makes and model workshop. Phil went on to achieve an Advanced Trade Certificate and then moved to a local Toyota dealership in the role of After Sales Operation Manager. From there Phil pursued his dream of setting up and running his own business.

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