Someone Challenge Me…Please!

[Joe Marconi]

During a coffee break at a recent seminar, a heated discussion started on whether a shop should be open for business on Saturdays. Many shop owners were adamant about not working Saturdays, claiming that they work hard enough Monday through Friday and having to work a sixth day would put them over the edge. I asked those shop owners that are closed on Saturdays: “Are you sure you’re not giving up much-needed sales by not being open Saturdays?” One shop owner fired back; “It’s my business, and I will run it the way I see fit”.

 

Let me start by saying that we are all independent business owners and the decisions we make are the ones we alone must live with. That is our right in a free market. And, no one person has all the answers. There are different business models and different ways of doing business.

 

Now having said that let me give you my spin on this debate. Most shop owners don’t want to work Saturdays because they know that their business is solely dependent on them being there. After years of working 6 to 7 days a week, they are tired and can’t see themselves pushing that 6th day anymore. And I don’t blame them. Another reason is that many shops are small, having one to three bays, where the owner is also the main technician. For these shops, adding another day to an already grueling week would be tough.

 

But be honest, tell me you wouldn’t enjoy the extra income from Saturday sales while you’re on the lake fishing? Is your business that financially secure that you couldn’t use extra income? And don’t tell me, it’s not all about money either. I know the reasons why we as shop owners went into business: and those reasons include building our legacy, making a difference in the automotive service world, quality of life and taking care of our families. All those reasons require money.

 

My shop made the decision to open on Saturdays for a variety of reasons. Our shop is located in a suburban area where most people commute to work Monday through Friday and are off on the weekends. There is no mass transit in my area, so just about everyone depends on their car. People in my area are overwhelmed with work and family obligations. Their time is limited and weekends seem to be when they play catch-up on the things they can’t get done during the week. I also found that the facilities that are open, the large tire stores and national chains, are very busy with work on Saturdays. For us, not to be open on Saturdays would not be a good business move. I cannot accept that fact that my customers may need to go somewhere else on a Saturday for a state inspection, oil change, a set of wipers or headlight because I decided to close.

 

We created a rotation work schedule, which allows our technicians and service advisors to rotate Saturdays, so as not to burn anyone out. Technicians will also rotate a day off during the week every other week. We feel this rotation system is fair to all employees and allows us to be there when our customers need us.

 

I suggest taking a look at your business model. Do your customers perceive your business as being convenient? Do you stick to a rigid schedule or are you flexible and take the customer’s needs into consideration?

 

I understand that smaller shops with limited manpower will find it hard to add more hours. But, if you want to grow your business you must be ready to compete and that means you need to carefully consider a much more flexible scheduling system, extended hours and being open on Saturdays.

 

The world has changed and we must accept what is happening around us. Many new car dealers are open Saturdays and some are even open on Sundays. All national chains have weekend hours and many have late night shifts. I don’t think we can ignore the fact that there is a lot of competition out there and that we need to be there for the customer. If we give our customers a reason to go to another facility because they are more convenient, we may lose those customers altogether.

 

There’s been a lot of talk lately about how the new car dealers are hurting and that many more will close in the next few years. This SHOULD bring opportunity our way, but only if we prepare for it. If we think these customers will flood our doors just because we happen to be open for business… think again. Also, be prepared for a new breed of new car dealers and national chain accounts. The “automotive herd” is being thinned out and those that survive will fight to the death for a piece of YOUR pie.

 

The fact remains that we as independents are sitting on the biggest opportunity in the history of automotive service. How will you react to this opportunity? What is your plan to capture the expected explosion of service work? Think about this; is your business ready and able?

 

For me, I will listen to my customer. And if that means being there on Saturdays, evening hours or even on Sunday, so be it. I made the choice to be in business, no one else. I also accept the change in our industry and will do my best to adapt. I have an obligation to be successful and to take care of not only my family but also the families of those employed by my company.

 

So tell me…do you agree or disagree? Challenge me…Please!

[Vegas14]

I absolutely agree with you. People want convenience regardless of how good your shop is.

 

The problem I see is that if you do have a smaller shop like you said, is manpower. But I think in order to get over that hump you need to be inconvenienced for some time before you see the rewards of being open on Saturday and then after at some point you can increase your workload to hire another tech or writer in order to rotate so they don't get burned out.

 

Right now we are open every other Saturday, because or rotation issues. We are starting to see an increase of business on Saturdays so we are hoping that soon we can do some new additional hiring and at that point we can offer every Saturday.

[DUFRESNES]

Joe,

Have been in business 40 years and have had this same discussion. Everybody at my seminar said, you will make as much money working Mon-Fri as being open 6 days. I have tried it 2 times. Not true for us. I am a woman owner, never been a tech, have been a service writer. With 3 techs, 1 lube tech, 1 service writer, 1 marketing person and 1 customer relation, the techs work rotating schedule 4 days, 5 days and 6 days. My problem is my Service Writer works 5 days and I have to Service Write on Mondays. I am good at sellling, but hate making estimates.

 

Everybody has to make their own decision based on facts and figures for their area and type of business. For us open on Saturday's sells work for Monday. We try to get everything checked out early on Sat so we can get parts. Most of our part suppliers are only open 1/2 days. We closed in February on Saturdays again and are opening in June working Sat. again. Our customers hate us being closed on Sat.

 

Nancy

[Joe Marconi]

I absolutely agree with you. People want convenience regardless of how good your shop is.

 

The problem I see is that if you do have a smaller shop like you said, is manpower. But I think in order to get over that hump you need to be inconvenienced for some time before you see the rewards of being open on Saturday and then after at some point you can increase your workload to hire another tech or writer in order to rotate so they don't get burned out.

 

Right now we are open every other Saturday, because or rotation issues. We are starting to see an increase of business on Saturdays so we are hoping that soon we can do some new additional hiring and at that point we can offer every Saturday.

 

That's a great point. Start small, build the business and then adjust.

Thanks for the response!

Joe

[Joe Marconi]

Nancy,

 

Great to her from you. You story sounds a lot like mine. Our customers look for us on Saturdays. Some people tell me it's the way you "Train" your customers. I think they are wrong. We are in a service business. For me I need to open on Saturdays. And, your right...it helps sets up Monday.

 

Thanks!

Joe

[Dan Reichow]

During a coffee break at a recent seminar, a heated discussion started on whether a shop should be open for business on Saturdays. Many shop owners were adamant about not working Saturdays, claiming that they work hard enough Monday through Friday and having to work a sixth day would put them over the edge. I asked those shop owners that are closed on Saturdays: “Are you sure you’re not giving up much-needed sales by not being open Saturdays?” One shop owner fired back; “It’s my business, and I will run it the way I see fit”.

 

Let me start by saying that we are all independent business owners and the decisions we make are the ones we alone must live with. That is our right in a free market. And, no one person has all the answers. There are different business models and different ways of doing business.

 

Now having said that let me give you my spin on this debate. Most shop owners don’t want to work Saturdays because they know that their business is solely dependent on them being there. After years of working 6 to 7 days a week, they are tired and can’t see themselves pushing that 6th day anymore. And I don’t blame them. Another reason is that many shops are small, having one to three bays, where the owner is also the main technician. For these shops, adding another day to an already grueling week would be tough.

 

But be honest, tell me you wouldn’t enjoy the extra income from Saturday sales while you’re on the lake fishing? Is your business that financially secure that you couldn’t use extra income? And don’t tell me, it’s not all about money either. I know the reasons why we as shop owners went into business: and those reasons include building our legacy, making a difference in the automotive service world, quality of life and taking care of our families. All those reasons require money.

 

My shop made the decision to open on Saturdays for a variety of reasons. Our shop is located in a suburban area where most people commute to work Monday through Friday and are off on the weekends. There is no mass transit in my area, so just about everyone depends on their car. People in my area are overwhelmed with work and family obligations. Their time is limited and weekends seem to be when they play catch-up on the things they can’t get done during the week. I also found that the facilities that are open, the large tire stores and national chains, are very busy with work on Saturdays. For us, not to be open on Saturdays would not be a good business move. I cannot accept that fact that my customers may need to go somewhere else on a Saturday for a state inspection, oil change, a set of wipers or headlight because I decided to close.

 

We created a rotation work schedule, which allows our technicians and service advisors to rotate Saturdays, so as not to burn anyone out. Technicians will also rotate a day off during the week every other week. We feel this rotation system is fair to all employees and allows us to be there when our customers need us.

 

I suggest taking a look at your business model. Do your customers perceive your business as being convenient? Do you stick to a rigid schedule or are you flexible and take the customer’s needs into consideration?

 

I understand that smaller shops with limited manpower will find it hard to add more hours. But, if you want to grow your business you must be ready to compete and that means you need to carefully consider a much more flexible scheduling system, extended hours and being open on Saturdays.

 

The world has changed and we must accept what is happening around us. Many new car dealers are open Saturdays and some are even open on Sundays. All national chains have weekend hours and many have late night shifts. I don’t think we can ignore the fact that there is a lot of competition out there and that we need to be there for the customer. If we give our customers a reason to go to another facility because they are more convenient, we may lose those customers altogether.

 

There’s been a lot of talk lately about how the new car dealers are hurting and that many more will close in the next few years. This SHOULD bring opportunity our way, but only if we prepare for it. If we think these customers will flood our doors just because we happen to be open for business… think again. Also, be prepared for a new breed of new car dealers and national chain accounts. The “automotive herd” is being thinned out and those that survive will fight to the death for a piece of YOUR pie.

 

The fact remains that we as independents are sitting on the biggest opportunity in the history of automotive service. How will you react to this opportunity? What is your plan to capture the expected explosion of service work? Think about this; is your business ready and able?

 

For me, I will listen to my customer. And if that means being there on Saturdays, evening hours or even on Sunday, so be it. I made the choice to be in business, no one else. I also accept the change in our industry and will do my best to adapt. I have an obligation to be successful and to take care of not only my family but also the families of those employed by my company.

 

So tell me…do you agree or disagree? Challenge me…Please!

[Dan Reichow]

We started opening Saturdays , one of the issues was hours and person power . I will say it is draining.

BUT WITH THAT SAID -- It has been the best thing we have done. We have not lost mon- friday sales all techs busy, and saturdays have become very busy . We started in December .

We are up 8% over last year

 

Kudo's on the saturday discussion - it will be tough especially we are open 7:00 - 7:00 Mon - Fri and 7:00- 3:30 Saturday.

 

My goal is to do what ever it takes to be up 12% this year and raise avg r/o back to where we were two years ago.

 

Thanks Dan Reichow

[Joe Marconi]

Dan,

 

8%! That's great news. Six days a week can be draining. That’s why we have added more techs and started a rotation schedule. Also, this keeps overtime down and gives techs much needed time off.

 

We have built such a saturday trade that it would economic suicide to close at this point.

 

Great hearing from you,

 

Joe Marconi

[xrac]

Dan,

 

8%! That's great news. Six days a week can be draining. That’s why we have added more techs and started a rotation schedule. Also, this keeps overtime down and gives techs much needed time off.

 

We have built such a saturday trade that it would economic suicide to close at this point.

 

Great hearing from you,

 

Joe Marconi

 

We are open six (6) days per week also. The advantage is we are taking care of our customers, growing customer base, and utilizing fixed assets. If I am open on Saturday my rent, insurance, etc. are covered. I have these costs whether I am open or not. If I am not open on Saturday and my competitor is there is potential to lose my customer to the compeititor.

 

Our community has a population of about 180,000 with not a lot of shift work. In this market the evening and Sunday hours haven't seemed to be very profitable and haven't caught on.

[Joe Marconi]

You make great points!!

 

Do you have a rotation schedule or does everyone work 6 days?

[xrac]

You make great points!!

 

Do you have a rotation schedule or does everyone work 6 days?

 

We rotate schedules. Everyone works five days and we schedule to give our service manager and technicians at least one three day weekend per month. In other words the guy who gets Saturday off this week also has Monday off the following week. Everyone enjoys that. I personally only worked about one Saturday a month. Our guys work 7-5 but we are open until 5:30 for pickups and dropoff. The guy who gets the three day weekend also only works 8-5 that week. They also enjoy coming in an hour later. We run shorter hours on Saturday (7-3) verus weekdays (7-5:30) and we also buy everyone lunch on Saturday. That way instead of them taking an hour lunch everyone takes a short lunch and gets the work done so we can all go home at 3:00. We are about as productive on a shorter day verus a full day.

Edited May 28, 2009 by xrac

[Joe Marconi]

Your schedule is very similar to mine. Everyone should adopt this type of rotation schedule, so as not have employee burn-out. We all need to work, but we all need time off too. Plus, your way maximizes productivity while still maintaining enough hours open to satisfy your customer's needs. Great job!

[xrac]

It is not too bad of a schedule. Obviously most guys would like to have Saturday off but unfortunately it doesn't match the needs of our customer base. I think the smaller shops that have an established customer base and large percentage of drop off business may be able to get by with being closed on Saturday but they are losing some business they could have if they were open.

 

I really can't take credit for our schedule though it was devised by my service manager. He is absolutely outstanding (he was an Army Ranger). Through his efforts our sales have grown from $560,000 to $887,000 over the last four years and we have won two consecutive store of the year awards for our region with Car-X.

Edited August 11, 2009 by xrac

[Joe Marconi]

Give you service manager a hand shake from me; actually 2 handshakes; one for being a Ranger and one for thinking outside the box and creating the schedule.

 

As far as small shops are concerned, the only reason they think they can close on Saturdays is that they only have a limited cliental. But, this thinking will keep them small and will probably make them struggle in the future.

[GobblesAuto]

We have now re-opened Saturdays

[xrac]

We have now re-opened Saturdays

 

What are you Saturday hours? Sorry but you post elsewhere answered this question. Has Saturday hours increased your sales?

Edited August 11, 2009 by xrac

[Joe Marconi]

I'm not sure if I replied to this post. But, the answer is YES! We are open 7:30am to 2:00pm or later if we have a lot of work.

 

We have built Saturday's sales to a point that I will never close again. Plus it sets up the entire week.

 

The only issue, like I said before, is manpwower. That's why we rotate and give techs and writers a day off during the week. We also rotate Saturdays so that everyone will have off a Saturday every few weeks.

[DUFRESNES]

UPDATE: We just went back to Saturdays in June 09, June was good and July was the best July we have ever had. August is set to be a record also. We have 4 techs. Two work Tuesday through Sat. and 2 work Mon-Friday. The only bad part is I have to service write on Mondays. With our new program RO Writer it is working out. Just thought I would let you know. The last time we did it, the techs rotated working 4 days then 5 then 6 days. What ever works.

 

Nancy

[Joe Marconi]

I have the same situation, I have to write on Mondays. However, the gain is worth it. We have 2 service advisors now, our goal is to add one more by summer of 2010.

 

I'm glad to see that sales are great. Go for you!

 

How much of an impact is Saturday making for you?

[DUFRESNES]

Joe,

It is the difference between a good month and a great month. Yes, we do a lot of oil changes on Saturday, but with our 70 point inspection, we can schedule for the week and it helps for Mondays. When you are open Monday through Friday, jobs have to be completed on Friday or held over to Monday; makes for happier customers spending all that money.

 

Nancy

[Joe Marconi]

I agree. What you are seeing is the same as what we are seeing. I think more shops should adpot this policy.