Quantcast
Jump to content


Lessons on 3rd Generation Family, Networking and the Front Counter- Steve Mancinelli [RR 623]


Recommended Posts

Steve Mancinelli Owner | AMI Accredited Automotive Manager | ASE Certified Master Technician (Advanced Level Specialist, L1, and Service Consultant)

Steve has over 48 years of experience in the automotive field here in Downtown Denver. After graduating from Creighton University in 1983, with a Bachelor of Arts Degree, he chose to continue the family business. Among the above certifications he holds, he is also a registered Colorado Emissions Technician, he has earned his Accredited Master Automotive Manager (AMAM) degree through the Automotive Management Institute and served on the Automotive Service Association (ASA) board of directors for 6 years. Steve finds the field of vehicle service and auto repair to be the most challenging ever. Because of this, he ensures his employees are updated regularly through training and have access to the latest high tech tools and equipment in order to solve the toughest car problems. Ongoing training in communication skills is equally important to Steve, in order to maintain that “Old Fashioned Service” his customers have grown accustomed to since his grandfather opened the business back in 1950. With roots that deep, Steve and his staff of service advisors and auto mechanics are continually involved with community events and causes.

Key Talking Points:

  • COVID 196 shops and 23 service bays have closed in Denver- liquidated, retired, moved due to high rent in the downtown area
  • Dynamics of the family business
  • Been in the automotive industry for over 45 years- grew up sweeping floors and pumping gas for his dad’s business
  • Challenges- expectations, leaning on each other, failed partnerships, not knowing each other's roles, not having processes and systems in place
  • Asking for help and getting training- networking
  • Started with 1-day seminar with NAPA and lead to a series with Dale Carnegie Institute, and involvement with ASA as the board of directors for 7 years
  • Napa training by Bob O’Connor- started 20 groups in the Denver area
  • Credited master automotive manager
  • Advice- listen to others
  • Pressed with space with 3 service bays and 2000 square feet- pump oil service tanks. Went to a meeting and another shop owner shared he had eco boxes in his inventory storage room on racks- hold 9 different boxes. Tripled the number of SKUs
  • Community service
  • Fundraiser for “Max Fund”- a woman in the community (1 mile from the shop) started putting a coffee can on her porch as a “donation fund” because her dog Max needed surgery that she couldn’t afford. Community and neighborhood banded together and Max was able to receive his surgery. The woman continued “Max Fund” and ran it as a no-kill shelter for dogs and cats. Steve will hold fundraisers at certain times during the year and proceeds from every job ticket goes to “Max Fund.” Steve has raised over $11,000
  • Front counter
  • Training is critical- sales techniques and different approaches
  • Must also have natural ability to read customers and enjoys interacting with them
  • Customer’s vehicles are very personal to them- need to hire someone who is empathetic
  • Steve has always had a woman on the front counter- more women customers than before. Women tend to want to know the “why” behind repairs, and having a woman on the front counter is a bonus to help educate them and feel more comfortable.

Resources:

  • Thanks to Steve Mancinelli for his contribution to the aftermarket’s premier podcast.
  • Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.
  • Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE
  • Find every podcast episode HERE.
  • Every episode is segmented by Series HERE.
  • Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years, it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined workflow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future.

Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com 

Click to go to the Podcast on Remarkable Results Radio

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Have you checked out Joe's Latest Blog?

         13 comments
      Most shop owners would agree that the independent auto repair industry has been too cheap for too long regarding its pricing and labor rates. However, can we keep raising our labor rates and prices until we achieve the profit we desire and need? Is it that simple?
      The first step in achieving your required gross and net profit is understanding your numbers and establishing the correct labor and part margins. The next step is to find your business's inefficiencies that impact high production levels.
      Here are a few things to consider. First, do you have the workflow processes in place that is conducive to high production? What about your shop layout? Do you have all the right tools and equipment? Do you have a continuous training program in place? Are technicians waiting to use a particular scanner or waiting to access information from the shop's workstation computer?
      And lastly, are all the estimates written correctly? Is the labor correct for each job? Are you allowing extra time for rust, older vehicles, labor jobs with no parts included, and the fact that many published labor times are wrong? Let's not forget that perhaps the most significant labor loss is not charging enough labor time for testing, electrical work, and other complicated repairs.  
      Once you have determined the correct labor rate and pricing, review your entire operation. Then, tighten up on all those labor leaks and inefficiencies. Improving production and paying close attention to the labor on each job will add much-needed dollars to your bottom line.
  • Similar Topics

    • By carmcapriotto
      Technician Round Table: Mobile Technicians with Matt Fanslow. Is the mobile business a symptom of the industry evolving? What is the future outlook of the mobile repair business? Are shops charging what they are worth instead of a race to the bottom? Is there a need to improve the culture and the atmosphere in shops?  
      Matt Fanslow, Riverside Automotive, Red Wing, MN, Diagnosing the Aftermarket A to Z Podcast
      Zack McClain
      John Rogers
      Sean Hill
      Show Notes:
      Are shops evolving? Are shops only having 5 ‘C’ technicians with a mobile diag technician getting outsourced? Reading, comprehension, and explanation of service information Shops must have service information and use it Failure is a great motivator- it motivates you to be better Have a learning atmosphere in the shop How do you treat your technician when something goes wrong? Electricians, HVAC, plumbers, construction, etc are at the high schools- the automotive industry must also have a place Charge what you’re worth- don’t race to the bottom; elevate the industry Image problem- people don’t view automotive professionals as professionals. Is the mobile business a symptom of the industry? Future of the mobile business- reduced but still evolving.
      Thanks to our Partners Shop-Ware and Delphi Technologies Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com
      Connect with the Podcast
      -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections
           


      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Recorded Live at the 2023 Institute Summit, shop owner turned coach Jennifer Hulbert discusses the value of joining a coaching group. Find out what it's like to be in a coaching group with the Institute, and why she is passionate about celebrating other people's accomplishments.
      Jennifer Hulbert, Service Plus Automotive, Calcium, NY. Facilitator for the Institute for Automotive Business Excellence.
      Show Notes
      Has 3 coaching clients- discovering finances, gross profit, structuring segments of business, increasing billable hours, and implementing a parts matrix. Facilitating- a group usually consists of 18 to 20 shop owners. They are assigned a partner, they have an individual accountability partner along with access to their facilitator coach. Have three in-person meetings a year. Part of those in-person meetings is to evaluate the whole shop. Go in,  do a full evaluation of the shop, and give the owner feedback on areas for improvement. The other time is spent with training, and reviewing financial numbers, because if you don't know your numbers, you're never going to grow your business. In between, they have a couple of Zoom meetings as an entire group, and then the facilitator does reach out individually once a month.  Never be the smartest person in the room If you’re not learning, you’re not growing Celebrate other people's accomplishments Joining a coaching company- understand profits, understand the structure of a business, understand your numbers, and structure your finances to make a profit.  “Mama Bear of the Team”- Jennifer wants to see individual employees and their families succeed. Ensuring whatever decision you are making about the company is going to benefit your employees Women can do anything that a man can do Read the book “Traction: Get a Grip on Your Business”- communicate clear goals, build a leadership team, and hold each other accountable. Increased sales by 38% 
      Thanks to our Partner, NAPA AUTO CARE Learn more about NAPA AUTO CARE and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com Connect with the Podcast: -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections
         
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Industry Stalwart Steve Brother recently passed away He was well ahead of his time His philosophy is still, and will continue to be, valid today He has positively affected you, even if you don't know it. Thanks to our Parnter, NAPA AUTOTECH napaautotech.com
      Email Matt: [email protected]
      Diagnosing the Aftermarket A - Z YouTube Channel HERE
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      How do you create an amazing customer experience in your business? Guess what? No one is born with those skills, but your employees are can turn talent into a skill with proper training. 
      Joe Marconi, Executive Council Member, Elite Worldwide. Auto Shop Owner. Joe’s Episodes HERE. @Joe Marconi
       
      Show Notes:   https://www.autoshopowner.com/
      It's never too early in business to prepare for the unexpected and your eventual exit. Life can throw you a curveball, and we have all heard the stories of a shop owner that had a life-changing illness or worse. As a shop owner, are you prepared for life's curve balls? And what about your family?  In addition, the primary responsibility of the business owner is to create an exit strategy.  It's not that you are selling tomorrow, but preparing for an exit strategy grows a successful business and is worth more. Curveballs and Exit strategies go hand in hand.  Build your business as a home; build it to sell in the future THA 316 surviving health scare Delivering an amazing customer experience is taught, not assumed Amazing customer service is lacking these days, and so is creating a world-class customer experience. By the way, customer service and customer experience are different. All too often, we blame the employees, especially younger people, for not having the people skills to create an amazing customer experience. Well, no one is born with those skills, and just like the skill of playing the piano or shooting a basketball, having the talent is one thing, but to hone that talent into a skill takes training.  What is great customer service? What does it look like? Do you have in-house training in place for everyone in the business?  Be prepared for customers- lower their anxiety. Get into the hearts and minds of the individual- personalize it, make notes Talent comes first, develop the skills comes second
      Thanks to our Partner, Dorman Products. Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour
      Connect with the Podcast:
      -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections
      Check out today's partner:
       


      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Recorded Live at Vision 2023, Al Wright and Travis Troy discuss the benefits of joining MWACA's S.O.S. (Shop Owner's Support) Group. When we can support and learn from other shop owners, we continue Advancing the Aftermarket and raising the bar for the industry. Travis also gives us an overview of Vision's newest class for general service technicians.
      Al Wright, John’s Automotive, Cedar Rapids, IA. Al’s previous episodes HERE
      Travis Troy, Honest Wrenches, Akeny and Des Moines, IA. Listen to Travis’ other episodes HERE
      Show Notes
      Travis Troy- 21 team members attending Vision 2023 MWACA SOS Shop Owner’s Support- What is an S.O.S. Group? Think of it as your advisory board. Our S.O.S. Groups consist of no more than 10 shops that meet on a monthly basis. Meetings are similar to “twenty groups” without the intense financial focus or expensive monthly commitment. Groups meet monthly at a participating shop to discuss relevant issues, set and review goals, and evaluate the hosting shop.    Be vulnerable, and be transparent, not as a business owner but as a friend. We are not each other’s competition.  Learning from others, raising the bar for the Automotive industry  FTI- failure to implement, the number one failure for shop owners. Debrief after the SOS meeting with a list of items to work on and change.  Elevate before you grow. GSTA General Service Technician Academy - 2-day course. This program benefits the technician and the shop with increased efficiency, knowledge, and safety, as well as cost-savings by helping prevent beginning mistakes. Certifications will come from Tire Industry Association (TIA), Automotive Lift Institute (ALI), and Mobile Air Conditioning Society (MACS).  GTSA will cover- Tire Safety – hands-on mounting and dismounting, repair procedures and balancing, Tire pressure monitoring basics, Lift safety – Including Information access for proper lift placement, OSHA and shop safety training, Alignment basics, Intro to Air Conditioning, Electricity Fundamentals, Introduction to Digital Vehicle Inspections - a systematic approach to test drives, inspections, photos and videos and the benefits to the tech and to the shop of performing the DVI. Surviving a Health Scare [THA 316]
      Thanks to our Partners, AAPEX and NAPA TRACS. Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 - Nov 2, 2023, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at NAPATRACS.com Connect with the Podcast: -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections      
      Click to go to the Podcast on Remarkable Results Radio


  • By nptrb, in Automotive Industry,

    By nptrb, in Automotive Industry,

    By nptrb, in Automotive Industry,

  • Our Sponsors



×
×
  • Create New...