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Consider Joining Family Service Day!

Joe Marconi

By Joe Marconi
in Auto Parts Banner Programs

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Charlie Contributor

Charlie

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Posted

Thanks Joe for sharing your excitement for Family Service Day, it has been an honor to be involved with this initiative and watch it become a national movement. In business, timing is critical, a good idea today may not have worked 5 years ago. As a shop owner I have seen our industry shrink due to consolidation as well as new car dealers realizing the profits in general repair are viable, thus becoming our competitors.

 

Consumer behavior has changed driven by Google, Yelp, Open Bay, True Car, Auto MD, AAA and Repair Pal to only name a few. These distractive resources interrupt customer loyalty and if we aren't careful, erode profits. The timing is right for us shop owners to be a force within our community, the best customers respond well and loyalty is deepened. There has also been a lot of talk lately about the younger generation (Millennials) questions of how to reach them as customers and what motivates them as employees. This generation searches for meaning in what they do and where they spend, a well organized cause marketing initiative such as Family Service Day moves that needle.

 

Shop Owners naturally do good deeds every day, as shop owners we come in contact with a lot of people and we know who need our help. At Family Service Day we see our members across the country 'Doing Well by Doing Good' and I would be happy to answer any questions directly where answers are not found on the FSD website. My direct email is [email protected]

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  • 4 months later...
  • 2 weeks later...
Charlie Contributor

Charlie

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Posted

Joe, you are so right. I was reminded of this fact on Friday when I was logged into an industry specific BWG conference call which included independent shop owners as well as franchise dealers across the nation. The call was mainly about retention, profit margins, competitive advantages etc. We as independents have a distinct competitive advantage against our direct competition (Franchise Dealers) and that is an opportunity for intentional community involvement. For my shops as well as many others across the country Family Service Day has given our retail customers something meaningful to talk about and the conversation lasts for months. 

At FSD we have found many shop owners across the country to be very giving men and women. Holding a day of service, carefully paired with a strong local non-profit and supported by area businesses rewards these top shops for doing good. While the benefits are many it all begins with a willingness to truly serve the members of our communities who could simply use a hand up. As shop owners we have a unique opportunity to create positive change in the lives of many by simply sharing our talents. 

Our sponsors over the years have been tremendous and extremely supportive - Jasper Engines and Transmissions, Advance Auto Parts, Auto Vitals to name a few. 

As always I am available to share my FSD stories from here in Virginia as well as other shop experiences in more than 20 states. We are very excited to see the magic this Mother's day at Osceola Garage.

Charlie

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  • 1 month later...
Charlie Contributor

Charlie

Posted
Posted

Joe, I will be sending you great vibes. Due to scheduling conflicts American Pride will have our day of service on May 13th to honor Mother's Day, our chosen Non-Profit partner is Child Development Resources - they're terrific. Family Service Day gives our shop an opportunity to alter our pace, adjust our attitude and re-evaluate who we are in the community. I find it to be a great 'reset'. 

Looking forward to hearing from you post event. 

Charlie

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  • 2 weeks later...
Charlie Contributor

Charlie

Posted
Posted

Joe,

The culture of your shop as well as your giving nature made Osceola Garage the perfect Family Service Day partner. Suzanne and I have heard from many of the families in the community you serve and it is clear they see you not only as a supportive business but also as a friend. 

You hit the nail on the head when you said "As small business owners, our biggest advantage is our ability to impact our communities". As independent shop owners our direct competition is not each other, it is the new car dealerships who are seeing no profits from new car sales and are currently growing their service departments to work on all makes and models. As small independents we have the ability to connect with our communities and enter the hearts of our everyday customers on a level the dealers never will, it just takes a little creativity.

Hearing success stories from shops across the country has been very rewarding, we are excited by the future. Thanks for all your support!

Charlie

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Suzanne Hawley Newbie

Suzanne Hawley

Posted
Posted

Congratulations Joe on your first event! And thank you for sharing your insights with us.

For shops that are interested in hosting events in their own communities, please visit http://www.familyserviceday.org/get-involved or call 844.359.1105. It would be our honor to work with you.

Suzanne Hawley
Executive Director
Family Service Day Ltd.
603.487.2038 (direct line)

 

  • Like 1
  • 2 weeks later...
Suzanne Hawley Newbie

Suzanne Hawley

Posted
Posted
30 minutes ago, xrac said:

Joe, thank you for the information.  I also have a couple of other questions that I would like to ask:

First, how are the people who have their cars worked on during this day selected? How many hours was the event?

Second, I have inquired about Family Services Day and had an initial telephone conversation with a lady who represented the organization who was suppose to have followed up with a call with more information since I couldn't talk very long at the time.  However, that never took place.  However, I have to say that I was somewhat shocked at what it cost to join the Family Services Day and wondered about your take on that fee. 

 

I wanted to jump in here to welcome your phone call to learn more about Family Service Day. Every event is unique based on the shop itself (# of employees, # lifts, hours of operation, time of year, # of families you want to help, etc.). We have worked with a wide range of shops including small, family run shops with no marketing experience to larger shops with multiple shops and a dedicated marketing person. Positive results are not based on quantity but the quality of the event. Shops that hold a small event and service 5 families can make the same impact as a larger event that services 22. We are here to help you create an event that's exactly right for you. The annual membership fee includes a Blueprint© that offers a step-by-step guide to help plan and execute a great event. The Blueprint includes templates for media advisories, press releases, scripts for Facebook posts so that even the least experienced marketers have all the right tools.  In addition to that, you are assigned a coach to answer questions, offer event ideas and marketing support throughout the entire planning process.  After you hold your first event, you'll receive a Member Rewards Package valued at 125% of the membership fee. The Rewards Package is a way for our industry partners to thank the shops for joining a movement of shops that is creating positive changes in businesses and communities across America. For a list of rewards, visit http://www.familyserviceday.org/get-involved. I welcome a call at any time to learn more about your shop, and how we can help.  My direct line is 603.487.2038.  Suzanne Hawley, Executive Director, Family Service Day

  • 1 year later...

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Technician Shortage Is Our Fault, And It's Time We Own It
      By Joe Marconi in Joe's Blog
         0 comments
      The Technician Shortage Is Our Fault, And It's Time We Own It
      Nearly every day, I hear shop owners complain: "There's a technician shortage. We can't find qualified people. There's no one out there." If that's true, then who's to blame?
      The industry? The schools? The government? I don't know how you feel, but who promised us an endless supply of qualified technicians?
      Another common complaint is that young people do not want to work in the trades. Well, if that were true, then why are other trades such as HVAC, electrical, and plumbing growing? What are they doing that the automotive industry is not? 
      Here's the reality we need to face: We do have a problem, but we shouldn't look for someone or any entity to rescue us. Not the government. Not the trade schools. Not the recruiting companies. No one owes us a workforce. If we want great people in our industry, it's up to us. At some point, we need to own up to the truth: Building a pipeline of qualified technicians is our responsibility.
      In this blog article, I will break down the key reasons we are in this situation today and what we, as an industry, can do to solve the technician shortage. Are you ready to look in the mirror?
      Have We Pushed Technicians Away?
      Let's take a look at flat-rate pay. True flat rate, which pays a technician only for the hours they produce, is a controversial pay plan that emphasizes high production levels and creates a competitive work environment that, if not properly controlled, can lead to increased mistakes and a decline in morale and team spirit. Additionally, the stress and physical demands placed on technicians as they age are not favorable to long-term employee retention. What do we do with technicians as they grow older into their fifties and begin to slow down? 
      I have heard all the arguments and pros and cons of flat-rate pay, and I am not going to judge any pay plan. Let the facts speak for themselves. True flat rate has changed in most areas around the country and has evolved into a pay plan that gives technicians some pay guarantee.
      Many shop owners have learned that team morale, along with the opportunity to earn income, is important to technicians and to the company's long-term success. But let me ask you: how many technicians have left or been pushed out over the years because of the old flat-rate pay system?
      Another issue is the workplace environment. I remember being grateful to be hired as a young technician at a local repair shop. While very thankful, the work environment was not ideal. The shop owner kept the bay doors open year-round (I am from New York) unless it rained or snowed. He felt that if the bay doors were closed, customers might think we were closed for business. We had no heat and no hot water. Many of the jobs were done outside, year-round,  in all types of weather. The starting pay was minimum wage, with no benefits, sick days, or vacation pay. 
      Now, again, I need to point out that I was truly grateful for the opportunity this shop owner gave me. I learned a lot working there, and the experience was pivotal in my career. But looking back, I wonder how many people were discouraged by these working conditions?
      While the physical demands of the repair workplace are daunting, perhaps even more critical is the culture. Too many of my generation shop owners preached the mindset of "my way or the highway." We were the business owners, after all. We started our companies, took all the risks, and provided jobs. Why shouldn't we be the ones to set the ground rules our way?   
      Many of us found over the years that the "my way or the highway" mentality was a sure way to isolate employees and make them more likely to look over the fence for greener grass. In other words, it led many technicians to seek employment elsewhere, where they felt they could be appreciated and recognized for their hard work. The issue, however, was that there wasn't much green grass around. Disappointment after disappointment, bouncing from repair to repair shop, eventually led to despair. So, I ask you: were workplace conditions a contributing factor in today's technician shortage?
      Another factor that we are all well aware of is the complexity of the modern automobile. When I started, the work was mostly physical, and you were required to master essentially three vehicle models: General Motors, Ford, and Chrysler. Let's fast-forward to today. The evolution of automotive technology, along with the extensive training and tools required, has outpaced the typical technician's pay compensation, with no clear career path. Again, leading to frustration and insecurity about the future.
      Here is the bottom line: people don't leave their job; they leave their experience. We must do a better job. 
      The News Isn't all Bad; Your Next Steps to Fix the Technician Shortage
      To fix the technician shortage, it will take a combined effort from everyone in the automotive industry, particularly automotive shop owners. Shop owners are in the perfect position to make the greatest impact, not only on their businesses but also on the future automotive workforce.
      First, shop owners must become better leaders and understand that their ultimate success is directly dependent on the people they assemble around them. Any shop owner who mistakenly believes they can build an empire solely on their abilities is destined for serious disappointment. Business owners who think like this will eventually plateau. Without the collective contributions from a team of qualified people, your business will stall; it will not continue to grow.
      Create a workplace that attracts top talent: a clean, professional, well-equipped facility designed to support productivity, teamwork, and a career, not just a job. Build a great reputation in your community by getting involved locally. Become the auto repair shop that people take notice of as "the" place to work.
      Next, shop owners must become more financially knowledgeable. Knowing your numbers and what you need to achieve for a strong bottom-line profit is essential to paying technicians the money they need and deserve. Profit will also allow you to compete with other trade industries by providing a benefits package that has real take-home value and security.
      When it comes to culture, this is where the rubber hits the road. People crave recognition, praise, and a sense of purpose. Despite what you hear, people are not just money-motivated. Once people feel secure in their financial situation, retaining and motivating technicians can only be achieved by connecting with them on an emotional level. You cannot show enough appreciation. Give out praise for a job well done as if your business depended on it, because it does.
      As technicians age, we need to have a place for them. Expecting a 58-year-old to perform like a 35-year-old is unrealistic. We need to be more focused on career pathing. Provide training, skill development, and coaching to develop leaders and mentors within our older workforce. While their bodies may have slowed, the knowledge they have gained is priceless. 
      Our future is dependent on young people entering our industry. We need to give more young people opportunities. Every shop owner across the country should consider hiring an apprentice, then build an apprentice training plan and career path for them. If every shop did this, we could solve the technician shortage within five years. Get involved with the trade schools and high schools in your area. Look into the NAPA Apprenticeship Program. Don't sit on your hands with this one. Do it today.
      Lastly, don't get left behind. Commit to ongoing training for all your employees. Keep up to date with tools and equipment tailored to your business model. Don't try to be all things to all people and all vehicles. Identify your core profile customer and the vehicles they drive, and become an expert on those vehicles and the services you offer.

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