HYANNIS – Proponents of Question 1 on the November 3 ballot say that independent auto repair businesses need access to data collected by cars in order to fix vehicles, while opponents say that Question 1 could risk owner’s personal data as well as safety.
If Question 1 is approved, cars 2022 model or newer must be equipped by manufacturers with a standardized, open access platform that would allow auto repair shops to wirelessly access mechanical data using a smartphone-based app with owner’s permission.
Currently, telematics data generated by sensors in the cars is transmitted to servers only the automakers can access.
Supporters of Question 1 say that the telematics data only being available to the manufacturer means car owners must take the car to its original automaker to receive service and make repairs, diminishing consumer choice in where they can take their cars.
“If a person goes out and buys a car, they should own the data that enables that car to be fixed, and they should be able to choose where they want the car fixed. If shops like mine don’t have that information, then we can’t fix the car, which kind of forces someone to go to a place where they don’t want to go,” said Robert Wallace, President and Treasurer of Cape Tire and supporter of Question 1.
Wallace said that the limits on customer choice on where they can receive service for their car will lead to a monopolization of the industry by car manufacturers, with a rise in prices and a drop in quality service.
Wallace said that he and other supporters would be willing to purchase the data, similar to how the auto repair shops already purchase parts, and that they are not requesting that the data be made available for free.
“We’re willing to pay for it, we just want the information to keep our customers rolling.”
Conor Yunits, spokesperson for the Coalition for Safe and Secure Data which opposes Question 1, said that the issue of telematics is already covered under the right-to-repair-law that was introduced in 2013.
“It specifically says that any information necessary to diagnose and repair a vehicle that is provided to dealer repair shops and only available through telematics must be made available to local repair shops. This is already covered,” said Yunits.
Yunits said that currently data is only sent to secure servers owned by manufacturers, then to repair shops or customers through secure systems developed with the automaker.
According to Yunits, Question 1 would prevent manufacturers from being a part of the development process of security systems and apps that share the information in the future, sacrificing a layer of security for consumers.
Yunits also said that Question 1 unnecessarily risks owners’ personal data by creating opportunities for bad actors outside as well as inside repair shops to access personal data wirelessly.
While mechanics or others may be able to intercept and use the data for malicious purposes, Wallace said that is a risk that comes with a lot of modern technology, such as cellphones and other smart devices that collect data on their users, and that it is up to the customer to decide whether they want to take that risk.
Yunits also said that Question 1 would also force car manufacturers to comply with an unrealistic timetable which would be impossible to do in a safe and effective manner, with new requirements that would be enforced as early as January 2021.
By Joe Marconi
From as far back as I can remember, labor has always been an issue. As and industry, we have struggled to get paid properly for the work we do. And those shops that understand how critical labor is, are the shops that have done quite well.
In today's auto repair shop world; Getting the right labor dollars is no longer a buzz topic or debate- Labor dollars will be the salvation of your business. Labor translates into profit, and will also allow you to build for the future and to attract the quality people we need in our industry.
If you don't know what your labor should be, you need to find out. Don't call ABC Auto, down the street to ask him. The odds are he did not do the math. Plus his expenses are not the same as yours.
Depending on what you pay your techs, your overhead, and knowing your numbers will determine your labor rate. I can tell you that there are shops that are paying techs a very good wage and those shops are getting $135 to $150 per hour, and more. That is not a typo. And there are shops that have multi-tier rates. So, for Diag and labor jobs that have no parts associated with the repair, their labor is much higher than their standard labor. It's fair, it's honest and it's time we all raise the bar.
Please, do the math, get help and make sure your labor is right for your shop.
By Joe Marconi
Most of you probably already know what I am about to say: The Service Advisor position is the most crucial position in the shop. I know, I know, what about the mechanical work done by the techs? Well, that's important too, of course.
For the most part, customers spend their hard-earned money and most of time don't really know or see what was done to their car. Let's face it, the customer can't see the water pump or T-belt. And most of the time, the customer does not feel any difference with the car as they drive out of your parking lot.
What the customer does see (or experience) is how she was treated. And that makes all the difference in the world.
Plus, great service advisors also motivate the technicians, because great advisors are also great leaders of people.
Think about this...Six months from now, your customer will not remember the fuel injection relay or the mass air sensor that was replaced....but she WILL remember how she was treated.
And trust me, that OE-quality fuel injection relay install by a certified A-level Master tech using Snap On tools and a Launch Scanner IS NOT the reason WHY your customers return to you....She returns because of the level of service your provide.
By Joe Marconi
Sometimes I feel like I’m alone on a deserted island. I charge for diagnostic analysis. Why? Because I know what cost is to buy the tools, equipment, information systems, training and pay a technician to professionally and accurately diagnosis a check engine light, air bag, ABS or any other complicated problem. But, I feel a lot of shops are willing to give this up in hopes to get the work. In my opinion all they are doing is digging themselves in a hole.
And, I have heard all the reasons:
“If the customer gives me the job, I waive the analysis”.
“I package the analysis into the repair, so the customer does not see the diag charges”
“I will lose customers if I charge analysis”
And the best yet: “It only took me 10 minutes to diag the O2 sensor, so I can’t charge diag labor”.
Waiving the analysis is the same as a doctor waiving the x-rays and blood tests. They don’t do it, we should not either. I will also challenge those who “package” the analysis into the repair. You mean to tell me that after taking 1 hour to find a faulty mass air sensor, you will add the 1 hour to the 5 minutes it takes to install a new mass air? Come on, we all know the truth.
And let’s address the 10 minutes it took to find the failed O2 sensor. Did it really take 10 minutes? NO, it took years of training, years of experience, the investment in the right equipment and the investment in the right information systems. Why we sometimes diminish what we are truly worth is amazing. No other profession does that.
Sorry for being so tough on this topic, but business is hard enough these days and people question everything. If shops don’t realize what they are giving up, it makes it bad for all of us.
Please tell me what you think. Agree? Disagree? Or any other thoughts....
By Elite Worldwide Inc.
By Bob Cooper
We all know that these incredibly challenging times are impacting businesses and people all around the world. To help maximize your shop's sales and profits in the face of these difficulties, here are 3 simple and cost-free tips that you and your service advisors can start implementing today.
1. Pick up the phone and call your customers. However, this is not a sales call and shouldn't involve discussion about the customer's vehicle. Rather, this is a chance for you to check in on your customers and their families, let them know you are thinking about them, and offer to help in any way you can. By giving them a call and speaking from your heart, you are showing your customer that you not only care about their well-being, but that your company truly values people over profit.
2. Set up call forwarding during your commute to and from work. By having incoming calls forwarded to your cell phone rather than to the shop's voicemail during your drive to and from the shop, you are essentially extending your hours and allowing more customers to reach you if they are in need. There may only be a couple of calls that come in during these times, but it can make a world of difference for those calling customers.
3. Adjust your 2020 sales and car count goals so that they are broken down to daily targets, and track these daily goals in a descending manner. Instead of feeling discouraged if your shop is far from reaching a monthly or weekly goal, having daily sales and car count goals will allow you and your advisors to look at each morning as a brand new opportunity to accomplish the goals for the day.
Tracking these daily goals using a descending method helps your team focus on what they still have left to accomplish, and motivates them to reach the targeted numbers. For example, if your daily car count goal is 10 cars, and 7 cars have come in, a descending method of tracking will have your advisors saying, "We only have 3 cars left to meet our goal!" rather than, "We've had 7 cars come in so far." When I first began coaching, my average client saw a 15% increase in sales just by making this simple switch from an ascending to a descending method of tracking goals, so this tip is sure to help!
For additional help increasing your shop’s sales, learn more about Elite’s Online Masters Service Advisor Sales Training, or give us a call at 800-204-3548.
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