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Someone Challenge Me…Please!

Joe Marconi
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Vegas14 Apprentice

Vegas14

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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.

Dan Reichow Contributor

Dan Reichow

Posted
Posted
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 Contributor

Dan Reichow

Posted
Posted

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

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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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