did any of the shops that started the CARFAX Service Shop program ever read the TERMS ?????? ( https://service.carfax.com/csn/csnTerms ) So, basically, they are collecting VIN & Email ( meaning they can target the vehicle make/model/year/valu etc AND customer contact -email )..... they can sell this info to competition ; especially to brand specific shops!!!! or dealerships !!!!! on top of it ... they can STOP The free service ANYTIME they like, and keep using all the data they gathered! anyone else see a problem with all this and other stupid clauses ( ie : no jury , no class action ..) ???
CARFAX® Service Network.pdf
By Joe Marconi
Below is a link to an article about Obenbay's debut with an online virtual service advisor. Is this the future? Or will technology remove that personal touch. For me, someone that has built a business on strong relationships and human customer touch points, this is something I am not sure of. But then again, what about the millennials and the Z generation?
By Joe Marconi
You spend a lot of time and money finding an hiring an employee. Whether it be a technician, service advisor or office worker. However, the real work to ensure that the new employee is up and running begins when you hire that person. Don't make the mistake of thinking that a new-hire can be put to work without an orientation period. No matter how experienced someone may be, take the time to slowly acclimate that person to your shop, your other employees and your systems and procedures. The time you take in the beginning will help to create a long-lasting employee relationship.
Icahn Automotive Group LLC today announced the launch of Pep Boys Fleet, a program that puts a renewed focus on automotive service designed to better meet the needs of today’s growing fleets. With a new tagline, “Driving your business forward,” Pep Boys Fleet will continue to serve as a preferred partner to large, national fleet management companies and with this move is now better-positioned to meet the needs of the many small fleets emerging from the explosive growth of transportation network companies and last mile delivery services.
Pep Boys Fleet has the experience to handle any size fleet, providing inspections and warranty-backed repairs, both routine and complex, according to Icahn Automotive. Pep Boys Fleet service, including preventative maintenance such as tires, brakes, batteries and suspension, is done through the Pep Boys national network, which consists of more than 9,000 service bays in more than 1,000 company-owned locations. Pep Boys Mobile Crew, which launched in 2018 with state-of-art trailers, will now expand to include smaller-format fleet vans that are fully equipped with all the necessary supplies and staffed by trained technicians to complete common fleet maintenance and repair needs on-location.
“No matter the size of the fleet, our goal is always to decrease the vehicle’s downtime, ultimately providing a more convenient, flexible and personalized way of addressing repairs and vehicle maintenance,” said Brian Kaner, president of service, Icahn Automotive. “Pep Boys Fleet is the only service provider to be backed by a national network and offer mobile
maintenance and repairs, as well as provide dedicated fleet team support and solutions designed to both streamline the fleet manager’s role and help an owner focus on the running the business and not the fleet.”
Today 20% percent* of vehicles are sold to fleets, a number that’s expected to shift as high as 40% over the next 20 years as ride-sharing, ride-hailing and online retail continues to grow. As one of the largest, most trusted and widely known aftermarket automotive service providers, Pep Boys Fleet and the company’s trained and certified technicians can work on all makes and models. Changes have been made to the service format in Pep Boys locations to establish dedicated Pep Boys Fleet bays reserved exclusively to expedite fleet jobs, and locations are also being updated to include meeting rooms with amenities where fleet customers can conduct business while their vehicle is undergoing maintenance.
Pep Boys Fleet provides customers with national, regional, local and store-level support where customers receive a single point-of-contact that gets to know them and their business. The Pep Boys Fleet Team representative develops a customized service program and pricing plan and remains engaged to help manage a customer’s fleet business. Pep Boys Fleet also provides customers with a universal fleet services credit card that allows fleet managers to track and pay for vehicle repairs and preventive service and earn rewards. All fleet customers can also take advantage of a specialized online invoicing and payment system and a 24/7 towing program to any Pep Boys location.
Pep Boys Fleet is an official tire, brake and preventative maintenance supplier of Amazon’s Delivery Service Partners (DSP), which provides negotiated pricing for Amazon DSP maintenance, along with a pro rewards program, and fleet credit which owners can use to cover unforeseen expenses. Later this year, Pep Boys plans to launch a management technology solution to help small and mid-size businesses better manage their fleet maintenance.
The launch of Pep Boys Fleet is a continuation of Icahn Automotive’s investments in its service business and follows the announcement of a comprehensive program to recruit and train automotive service technicians to meet the demands of the industry, which are being driven largely by the fleet customer. In addition to launching new service formats such as Mobile Crew, the company continues expanding its footprint in key markets by acquiring both franchised and owned service centers and remodeling existing Pep Boys locations.
So its been a little slow lately so I visited every garage around to see what I'm doing wrong. What I found got me thinking, just about everyone had the same empty parking lot as me. Made me feel better. Some places had million plus $$ renovations since the last time I had visited, they have shops and customer areas way nicer than I can afford without going into huge debt. To be honest it made me feel a little insecure. My waiting room is clean but dated, my shop is also clean and modern but the building is 70 yrs old, so its about as good as its going to be without spending big money. I resigned myself to keep offering the best customer service possible as that's what I feel really matters. I can't compete in the spend more money game, some of these guys can easily out do me every time.
What are your thoughts? Do you think customers are attracted to brand new facilities or can they be satisfied with just good service alone?