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By Joe Marconi
Here's a tip I have posted before, but it's worth repeating.
One job that goes unnoticed most of the year is the job of the part's driver. You get part deliveries all day long, every day, all year long. Many times, these part's drivers take all the abuse due to wrong parts, the parts took too long to be delivered, on and on and on. Those drivers may not say anything, but they take it to heart.
So, here's what you are going to do. Buy small gifts, such as small boxes of candy or chocolate. Nothing expensive. During the holidays, give all the drivers one of these small gifts and say "Thank you, I appreciated what you do."
Two things will happen. First, the driver will be stunned and will not know what to say, and they will be very thankful that you thought of them.
The second thing that will happen is this: The very next time those part drivers have three delivers to make at three different shops, what shop do you think they will want to go to first? Yes...Yours!
By Joe Marconi
In my 38 year business career, it has always been an issue with summer vacations. We want our employees to enjoy life, but the summer is our busiest time. What are shop owners doing to maintain production, while balancing vacation time?
I'm throwing this out there to help those shop owners who are taking a beating. What do you guys do to remain positive? Recently we've had a couple backyarders open up undercutting every legit shop around, and customers are believing the magic promise of something for nothing. Others are going on a long trip in 15 minutes and want a full checkup for piece of mind, but no money. Then there's the guy who's inspection ran out 3 weeks ago about the same time his windshield broke and the steel came out of the tire, yet now he has an emergency at 5:45 on Friday because we won't give him a sticker.
Its really starting to be difficult to just grin and bear it. Maybe I'll take up drinking.
I'm ready to see more positive posts on this forum, so I'm starting with one tonight!
On Wednesday, a lady called and said she had a blowout and wanted her car towed in. Once the 2006 Buick Lucerne got to the shop we found that it needed a
new tire. We had sold a set of 4 tires to her in July 2016 with road hazard warranty. So she's getting a free tire now on the house. Along with the tire purchase in
July we also performed $1400 in repairs and service. So on Wednesday my technician jacked it up on the floor and installed the new tire. Then he told me he
was putting the car on his lift to do an inspection. The car had been well maintained, but while doing his inspection he found that it needed repairs.
It had a timing cover coolant leak, oil pan leak, rt. rear caliper leak, cracked serpentine belt, needed an oil service, and a couple of other things. I called her and
told her that the tire needed replacing. She asked if it was warrantied, and I replied that I had good news....she had purchased warranty coverage and I was
replacing it free. She loved that. Then I told her that we performed a safety inspection and told her of our findings. I didn't wait for her to ask "HOW MUCH?" I
immediately told her that I could get started on the work the same day and it would be $2150. She then asked if I had something she could drive, and I told her I
would provide her with a loaner car and could have her car ready by Friday. She asked if I could put the work on a credit card, so I said "SURE!!" Just come on
by and pick up my Altima to drive while your Buick is in the shop. She got a ride and came by about thirty minutes later. Today she picked up her Buick and
handed me her credit card. She was one happy lady, thanked me for finding what her car needed, and left smiling. Ladies and Gentlemen, I call that a
VICTORY in MY LIFE!!!
We need these victories daily in our businesses. Do you know any shops around your town that would have replaced her tire, done no inspection, eaten the
cost of the tire, and would have been in a bitchy mood after eating it?? So remember, Be an Optimist, Be Positive, Be Excited, Service Cars Properly,
Make Money, and Achieve a Victory in Your Life!!
Thank you for listening,