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Congratulations AutoZone!

Joe Marconi
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Thanks AutoZone…well actually thanks for nothing. Your quest to sell parts by offering FREE Check engine light scans has successfully changed the way consumer perceive check engine lights. In the mind of the average consumer, there is no difference between a reputable repair shop accessing check engine light codes and a part’s house.

 

At a recent business EXPO in my town, which I attended, dozens of consumers were questioned about the check engine light and if they would take their car to an AutoZone or other parts house if the check engine light came on. Many said they have and would, and many said, “Is there a difference?”

 

So, I guess for you, congratulationsis in order.

 

Obviously I am being funny.  But this is no laughing matter. Once the consumer perception is set, it is set in stone. This will make increasingly more difficult for us to explain diag charges.

 

Your thoughts?

Auto zone commercial this week said something to the tine of "fix your own car, you'll be a hero".

Reminds me of cigarette commercials when I was growing up. We don't care about the effects on consumers, we don't care about the effects on companies like ours or any other issue unless it effects our profits. They give consumers false hope, and it's almost like their providing the parts cannon and allowing the end user to fire it!

 

Sent from my SCH-I605 using Tapatalk 2

 

 

Tires Too Collaborator

Tires Too

Posted
Posted

We need to let the "Retail Parts" Houses know how we feel. DO NOT BUY FROM THEM. Joe, I know you have been in contact with Advanced Auto and their purchase of Car Quest and World Pac, but I'm having a hard time continuing to buy from them for the same reason. These Retail parts houses continue to put the perception out there that they can buy an alternator for $49.95, brakes are $19.95 etc. They make it seem like it should take 5 minutes to diagnose any problem on a car. Either they are with us or they are against us. They can't have it both ways!

BrianMac Newbie

BrianMac

Posted
Posted

There is an AutoZone located up the street from my shop. I have 2-3 people per week referred to me from AutoZone. Of course, after their free scan and part sales that have failed to repair the condition. When I explain to the vehicle owner the process, equipment & experience needed to complete an accurate diagnosis they usually understand. If not I use the analogy of would you hire contractor or a real estate agent to build your home? I then explain they are PARTS SPECIALIST and are quite good at it, however I am a DIAGNOSTIC & REPAIR SPECIALIST. I will then state it takes both of us to meet their needs and neither of us can replace the other in the process of repairing cars.

 

Another increasingly common problem I am finding is big box parts stores selling & installing batteries. I have several vehicles per month come in with strange odors from the car. Upon walking up to the car it is clearly a battery issue. I often find a new big box brand battery installed and the programming/battery reset procedures were ignored. In vehicles that are so electrically dependent with sensitive and very expensive electronics this will become a serious issue in the very near future. Not to mention the potential vehicle damage caused by acid boil over or possibility for battery fires and explosions, especially with batteries mounted on the cars interior.

 

It is a shame that due to corporate greed a persons second most expensive investment is put at risk by these stores.

  • Like 1
Dee1234 Apprentice

Dee1234

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I have a repair shop in Raleigh NC. I agree that this misconception is a concern, but not a big 1. I allow customers to bring their own parts if they wish, and do their own diagnostics if they wish. I carefully explain the difference in about 2 sentences. I hand the "print out" back to them when they give it to me and ask them which part they want me to fix. Also give them option to pay me $85/hr to find out problem. Either way i get paid. You are a "know it all" and just want me to replace YOUR PARTS....PAY ME. You want to TELL ME what to fix...PAY ME. You want me to DO MY JOB and thoroughly diagnose the issue...PAY ME. It actually creates an opportunity for me to show the customer why im worth my $85 when i solve a problem that the autozone machine couldnt. And for the customer that is just too cheap to pay me to diagnose the issue...well thats not the customer im targeting anyway...so nothing lost. And the battery thing...i like that too. So many times a customer comes in because car wont run right or at all after battery replacement. Thats fine. My knowledge of relearn procedures makes it the easiest diagnostic fee ever and i look like a hero to a new customer...WIN WIN AGAIN! I like DIYERS, they make me money on the hard problems or come backs bc they were so called "mechanics". Send them all to me :-)

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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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