By Joe Marconi
I will never forget the day when a customer, who didn't like the price, took cash out of his pocket, crumbled up the cash, and threw the money at me.
This customer clearly crossed the line, in my opinion.
Before I tell the rest of this "true" story, I would like to hear from you: How would you have handled this situation?
Jeff Cox, President, Automotive Maintenance and Repair Association
Jim Bennett, Carmasters Automotive, Norfolk, VA, and ATI Coach
Key Talking Points
MAP- The Motorist Assurance Program is an Automotive Industry initiative built on vehicle inspection, repair and maintenance standards developed over the last 25 years. The MAP standards were developed for the sole purpose of instilling trust in the relationship between you – the motorist – and your chosen MAP participating service provider. MAP Vision- A world in which every motorist trusts the automotive maintenance and repair industry MAP Mission- Dedicated to equipping the automotive maintenance and repair industry with standards that build trusted relationships with the motorist. Building consistency and transparency with standards Non for profit Required vs recommend when it comes to safety and consistent communication with technicians $150 per year to join and be certified- online training and online test, when a group joins there is a group discount (NAPA BDG), will also join store locator on motorist.org. Available on mobile devices and computers. Accessing content/material-eLearning, API for DVI integration MAP follows and gets updated on bills, guidelines, and regulations that states require that you might not be aware of. MAP also tracks and segments by category (oil-tire disposal etc). Also has a separate listing for federal laws A free program for schools- contact AMRA.org The Sears class action on shocks - a catalyst for MAP Hosts technical conferences that members are invited to, and presentations of past conferences are also available online Has consumer-based videos- motorist.org (consumer-facing). Why the oil change is now $99.00, tire repair standards
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Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
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By Joe Marconi
I will be at the Elite Invitational next week and also making a presentation on "Identifying Your Ideal Customer."
If you are attending the event, please let me know. I would enjoy getting together.
For more information, click the link below.
By Joe Marconi
Shop Owners, do you have an apprenticeship program at your shop? If not, why not?
With so many shops looking for techs these days, perhaps one of the best ways is to grow your own. On of the best programs out there is the NAPA Apprenticeship Program. https://member.napaautocare.com/getmedia/3f59adca-04c7-4be1-9f79-c551a25f0065/1-AutoCare-Apprentice-Program-Handbooks.pdf?ext=.pdf
I know, I know, you may have immediate needs for a tech, I get that. But if we all start today to hire an apprentice, we are building for the future. And with the right program, you can get a tech up to speed in a lot less time than you think. Plus, how long have you been looking for that tech you need?
I would like to hear from shop that have an apprenticeship program, and how it's working for them.