Quantcast
Jump to content

Advance,CARQUEST, NAPA and the rest: You need a wakeup call!

Joe Marconi

By Joe Marconi
in Automotive Parts & Suppliers

 Share

Recommended Posts

mspecperformance Mentor

mspecperformance

Posted
Posted

Oddly coincidental, I was speaking to a customer of mine who happens to be a parts driver for NAPA. Out of curiosity I asked how many dealership accounts they had and he delivers to. Apparently as far as he has seen a lot of dealerships use aftermarket NAPA parts especially brakes. He also said they use the cheapest of the cheap brake parts. Go figure.

quinn49 Apprentice

quinn49

Posted
Posted

Joe,

We have been having the same issues on multiple make autos and trucks! I have found the groove on the rear rotors does not seem to be deep enough to accommodate the backing plate. We only buy premium rotors and still have this issue. After the 3rd DO OVER (waste of time trying to find issue) we now have to source from the OE. I have completely stopped using two well named aftermarkets, just because I cannot afford to keep doing the jobs over again!! Hope someone is reading this Forum..

 

Thanks Jim Quinn (JQ Auto)

  • Like 2
nmikmik Enthusiast

nmikmik

Posted
Posted

Thank you Joe,

Is there any bigger "bully pulpit" than this forum where we can voice our industry pain to actually get us heard?

I suspect that manufacturers are listening to the shareholders and the bean-counters but not us. It's the proverbial "Risk Management" that replaced all common sense in today's society imo. We all saw it started small with just a comeback here and there, then it kept increasing and became "industry standard". We complained and complained and kept buying parts, not like we have a choice right? I guarantee you, that every parts manufacturer has the exactly dialed number at what point they see customer (us) defection, how soon they get a replacement and what affect it has on the bottom line. How it effects our bottom line, safety and the well been of our customer is their least concern. Please let us know if you are aware of any trade publications or any other forums where we can voice our discontent with the industry and finally get through them. If they push us out of business, and they sure doing a good job at that, they will have only dealers to sell their crappy parts to.

  • Like 1
Dsl_truck_tech Rookie

Dsl_truck_tech

Posted
Posted

Sometimes there are no substitute for oem parts. Just last week I had a customer with a 2005 Dodge Ram 2500HD that complained about the front end wandering. After an inspection I found all ball joints worn out, front axle u-joints bad and a wheel bearing assembly loose. He said he just had all these parts replaced a year ago at another shop. During teardown I did confirm all these parts were replaced with sub par parts. I always use oem parts for u-joints and ball joints for heavy duty trucks. For some reason the oem parts just seem to last longer. The parts were twice the price of even the best aftermarketparts like Moog but I guarantee the customer won't need to rebuild the front end for quite sometime. I've seen cheap parts fail time and time again way before they should. Sometimes there are no substitute for oem parts.

  • Like 1
ncautoshop Proficient

ncautoshop

Posted
Posted

I appreciate all the posts from everyone, and keep them coming. Again, I want to emphasize, we should NOT make this an opportunity to bash any aftermarket parts company.  Our part suppliers do a great job everyday servicing us and for the most part help us thrive in this very tough marketplace.

 

I speak for many shop owners when I say we fear that the quality of parts is a big issue today. This dialogue is an effort to hopefully reach the right people and maybe we can start to solve this problem. I know it won't be easy, but someone must start.

 

This is an industry issue. And as I stated before, if the consumer perceives that aftermarket parts are not the same quality as OE, we are headed for trouble. The dealers will pounce on that perception and use that perception against us.

 

Lastly, we the shop owners need to be honest with ourselves too. Is part of the problem the fact that too often we ask for lower prices?   Has this gotten out of hand, and are we partly to blame?

 

If we are ever to solve this problem, we need to ask the tough questions for all invloved.

Awesome reply! As a nation our desire for cheaper has effected every aspect of daily life. Its almost as if most are preprogrammed to look for a lower price and complain if they cant find it. We've pushed the market to cheaper parts not because of our desire for higher margins so much as improving our customer relations. Im sure plenty of shops read the "three ways to improve gpm" and aggressively went for all three options. Raise prices, lower cogs and lower expenses. It sounds great but its not looking at the industry wide picture. Often I find myself telling the commercial pro at advance to not discount it more...he deserves a bonus for his hard work. I dont mind paying for quality support and parts and while the price can sting if its something like a come back, I try to avoid asking them to "help me out". We need to try this in every aspect of daily life in my opinion. Im so tired of every virtually everyone I see complaining about the price of virtually everything!

On another note I spoke with a 30 year veteran of a ford dealer today who is looking for a career change, and he says most of tge dealer market in this area is following. His main complaint? Poor quality parts, unrealistic labor times, vehicles which are of poor quality and difficult to diagnose. Is this where the quest for gpm landed them? Did they forget about their staff and the quality of service to lower prices and cost? If we focus to hard on profits its easy to loose sight of the fact our purpose is to serve our customers and correctly fix their vehicles! Maybe the same happened with the part manufacturers. Sorry for the ling off topic post lol

 

Sent from my SCH-I605 using Tapatalk 2

 

 

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share
Go to topic listing

  • Available Subscriptions

    See all Subscription Plans

  • 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.

  • Similar Topics



  • Similar Tagged Content

  •
    Joe Marconi

    Every shop owner tracks gross sales. But is that really the number you should be focused on?

    By Joe Marconi, in Joe Marconi's Tips and Articles,

    0 comments 1 33 views
    Joe Marconi

    Marketing Strategies To Attract and Retain Your Ideal Customers

    By Joe Marconi, in Automotive Marketing,

    1 comment 7,923 views
    nptrb

    Mid-Year Reset: What Your Auto Shop’s Numbers Are Telling You

    By nptrb, in Automotive Management,

    0 comments 3 views

  • Our Sponsors

Main Sections

More Sections

Discussion Forums

×
×
  • Create New...