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Joe Marconi

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Blog Entries posted by Joe Marconi

  1. Joe Marconi
    A good customer called me the other day to let me know that he has concerns regarding the quality of our work. Last week we installed an exhaust system on his Maxima and two days later it sounded like the muffler had fallen off. There was so much noise he was afraid to drive the car. We went to his house to pick it up. We found that the baffles had broken apart in the brand new muffler we just installed.
     
    About two month ago this same customer had to bring the Maxima back due to a grinding noise from the brakes. We had done front brake pads and rotors a week prior. We replaced the defective pads along with a new set of rotors at no charge and everything was fine, or so we thought. With each incident we did a follow up call to insure that there were no additional issues.
     
    Apparently, these two situations did not sit well with this customer. During his phone call he reminded me that he was a loyal customer and that our customer service is exceptional, always going above and beyond the norm. However, he went on to say, "Exceptional customer service can’t make up for the quality of the repairs." He was very candid and honest. He said he would not “jump ship”, but he has concerns, and that if there are any more quality issues, he will look to go elsewhere. He even mentioned the dealer as an alternative to us.
     
    I did not make any excuses, only apologized and assured him that we will do our due diligence to find the root cause of these issues. I thanked him for calling me and let him know that most people would not make this call, and how we welcome the opportunity to know how our customers feel.
     
    This situation was a real eye-opener for me. I always believed that exceptional service can save you when things go wrong, but obviously this is not necessarily so. There is no doubt that due to our “above and beyond” customer service culture, we are able to sustain most negative cases. But, I guess even the best customer service can’t save a restaurant if the food is continuously bad.
     
    I now need to take a more proactive approach with respect to where I purchase my parts. We also need to track every part issue and see if there are any trends or patterns to the failures. We will bring it up to the parts supplier, but if the parts supplier makes no effort to fix the issue, I will have to seek other companies to do business with.
     
    In this business climate, too many things can go wrong. We, as business people, need to understand the perspective of the customer. And, no matter how much we preach customer service, the quality of our work is the signature of our brand and our company.
  2. Joe Marconi
    About a year ago I hired a service advisor that I believed at the time would be a great asset to my shop. He had a lot of experience, knowledgeable about the business and well-spoken. He showed all the right credentials.
     
    Soon after being hired, I noticed something that I did not pick up in any of our three interviews; he did not smile. How was it possible I did not notice this? A few more days turned into weeks and I could see that this person’s personality, or lack of personality, did not fit the culture of my company. We had a few meetings together and I would ask him, “Is everything ok? You never smile”. He didn’t think too much of it said that everything was fine. Personally, I had my doubts.
     
    Shortly after I hired him, an equipment rep came to see me said to me, “Joe, your new hire, you do realize he never smiles”. Well, this began to worry me. As time went on I could see that his demeanor did not go well with the other people in the shop, or with the customers. People feed off other people’s personality. When someone walks around with the look of doom and gloom, it affects the attitude of others. And it surely affects how the customers react also. It actually affects our ability to communicate and sell. I knew that if something was not done soon, it would have tragic consequences.
     
    It also bothered me that no one in shop really liked him. I later found out that was because he did not treat people nicely and would berate the techs.
     
    I tried all I can to help this person to change, but nothing I did could crack a smile on this guy’s face. Time went on and I hoped for the best. I soon learned that hope is never a plan for success. Soon, customers began to complain. After a while it became apparent that the negative behavior from this person was having a negative effect on the customer’s behavior. In other words, people feed off of other people’s personalities. If someone walks into a place of business and is greeted with a warm smile and a big friendly hello, it puts that person in warm and friendly frame of mind. When the opposite happens, things will go downhill and turn bad.
     
    As usual, I waited too long to pull the trigger. I gave myself every excuse why I should keep this person, when the truth was it was also affecting my personality and my ability to remain upbeat. For the sake of everyone I finally fired him, but not after the damage he had done to my company.
     
    The sad fact is that he will never see what his personality is doing to himself and to others around him. Why he was so unhappy remains a mystery, I hope in time he can release those demons. For me, I learned a valuable lesson. There are times that you cannot get people to change. For the greater good of everyone, stop the bleeding and fire the person. You are doing the best thing for that person, for others in your company and for yourself and your family.
  5. Joe Marconi
    Everyone has core beliefs; those values and ideals that determine your personal success. Notice I said, “personal” success? That’s because success is defined by your goals, your desires and your individual talents and potential. Not by the achievements of others. A great athlete may study other great athletes to see how they achieved their success, but ultimately it’s the talents, work ethic and the potential of the individual that will determine personal success.
     
    Below is my list of core beliefs:
    1. Never judge your life or your achievements by the achievements of others.
    2. Always go the extra mile when performing any task, even at the risk or perceived risk of short term monetary loss.
    3. Commit to a life of continuous improvement and learning.
    4. Never give up when a problem arises; whether in your private life or in your daily work. Work diligently to find solutions.
    5. Never dismiss someone’s perception of you. While we should not govern our lives by other people’s opinions, how others view us should be considered. Are we respected and considered credible by the people we associate with?
    6. Spend more time listening than talking.
    7. Analyze what goes wrong in your life and learn from your mistakes.
    8. Never hesitate to make a key decision out of fear of making a mistake.
    9. Make decisions based on your gut feelings; which is founded on past experience, expertise and personal judgment.
    10. Accept responsibility of your life, your family, the world around you and your coworkers.
    11. When things go wrong in your business or in your life, blame yourself first. Ask yourself; “Was there anything that I could have done that would have prevented what happened?”
    12. Think beyond your job description, always be willing to help others, the more you understand the concept of the team, the better individual you will become.
    13. Be a leader, find other leaders and help others achieve their personal greatness.
    14. Don’t look for praise or recognition. Knowing that what you do in life matters is recognition enough.
    15. Find happiness in your life. If you spend your life looking elsewhere for happiness, you will never find it.
    16. Focus on your strengths, not your weakness. Do what you enjoy, but also do what brings the greatest return of fulfillment in your life. Joe Montana, famous quarter back for the San Francisco 49ers, devoted his life to becoming one of the greatest quarter backs of all time. Although he was a great football athlete, he did not spend his time perfecting his skills in tackling and catching the ball. That would have been a waste of his time.
     
    This is my list; you may agree or disagree with these core beliefs. The key thing to remember is that we all need to know what makes us tick. Who are we and what do we stand for? We may never know completely who we are and may never reach our personal definition of success, but, as we all know, life is a never ending journey, not a destination. Striving continuously in achieving our very best is what defines us and defines life itself.
  7. Joe Marconi
    Focus on People; and the rest will take care of itself
     
    Legendary UCLA Basket Coach, John Wooden, never focused on the score of a game. John Wooden believed that success is achieved by paying attention to the details of the game, not concentrating on the score. He also knew that well-trained players, executing a plan, encouraging personal performance and team work, will ultimately lead to success. Under his leadership, the UCLA Bruins holds the record with 11 Division 1 NCAA Championships, 10 national titles in 12 seasons, including 7 straight wins from 1967 to 1973. His strategy, a focus on people and team spirit, brings out the very best someone has to offer to the team. His record is a testament to his strategy.
     
    As business owners, we often get caught up in the numbers of the business. I am not suggesting the numbers are not important. Shop owners need to understand all the financial aspects of business. But a business, just like any team, will reach high levels of success if the organization has the right people in place, pays attention to all the details, and are in an environment where the focus is on team spirit and achieving the personal best of each individual.
     
    With this strategy, the numbers, the score, will take care of itself.
     
     
  10. Joe Marconi
    A Customer Teaches Me About Life
     
    I will always remember the first day I met Mort Rubenstein. He was in his early 70’s at the time, about 18 years ago and used a walker to get around. He told me that he preferred to wait with his car while it was serviced and that he didn’t mind waiting, no matter how long it took.
     
    I remember as he was leaving my office for the first time, I offered to help him to his car and tried to hold the door open for him. Since he used a walker, I felt I was doing the right thing. He sternly told me that he did not need any help. For the next few visits after that I would always offer to help him and he would emphatically tell me, “Joe, I appreciate the offer, but believe me, I don’t need the help”. Then, he turned to me and said, “Joe, let me tell you a little about me. I grew up during the great depression of the 1930's and lived though those tough times. When the Japanese bombed Pearl Harbor in 1941 I enlisted in the Army. I fought my way through North Africa, landed on the beach of Normandy during the invasion of France and fought my way through many battles in Europe during World War II. I survived the war without even getting a scratch. Two years after I got out of the Army in 1947, life through me a curve ball; I contracted Polio. That’s why I use a walker today. I have accepted it, and will not let it defeat me. So Joe, when I tell you I don’t need any help, that’s the reason why”.
     
    I didn’t know what to say. I remained silent as I watched him walk to his car.
     
    Over the years, Mort became more than a customer, he became a friend. When he brought his car in for service, we would talk about the War, about business and about life. As his polio progressed he was confined to a wheel chair. But that never stopped him. He purchased a van with a special seat and ramp and would get in and out of the van by himself with the aid of a motorized wheel chair. He was in his late 80’s, still driving. Mort never gave up and lived life to the fullest and was always positive. As the years past I knew, from talking with his wife, that the polio was getting the best of him, but he never showed it. He was always upbeat and smiled.
     
    Mort died recently. He was 91 years old. Some would say that Mort lived a tough life. Not me. Mort was part of that generation that never asked for anything. Mort, like so many from that era, was willing to go to war for our country and ready to make the ultimate sacrifice. They didn’t have much but were happy and thankful with what they had. They endured the hardships of the great depression but never complained. That’s why they are called the Greatest Generation.
     
    I will always remember Mort and what he taught me about life. How to live life to its fullest, how to remain positive and get the most from the cards you are dealt with. I only hope that I can be as strong as Mort was if life happens to throw me a curve ball.
  14. Joe Marconi
    AutoShopOwner.com is proud to announce it now has over 1000 members! This truly is a milestone and exciting to see how ASO has grown in just a few short years.
     
    AutoShopOwner.com was founded on the concept that there is a wealth of business knowledge among automotive shop owners, and by bringing these shop owners together, great things can happen.
     
    Thanks to its loyal member base, AutoShopOwner.com has exceeded expectations. It is within the forums that shop owners engage in dialogue, communicate ideas, voice opinions and help their fellow shop owner through difficult issues. What ASO also discovered is the dedication and commitment shop owners have to the industry.
     
    AutoShopOwner.com will continue to bring exciting posts, content and information to keep its members up to date with the latest business challenges faced each day. ASO is OUR website. It’s our online voice to collectively work to help raise the image and level of professionalism of the auto service industry. As a fellow shop owner, I am proud and honored to be part of this extraordinary group of business people.
     
    Joe Marconi
    AutoShopOwner.com, Cofounder
  16. Joe Marconi
    Losing My Patience, Never My Passion
     
    As a shop owner, that began his career as a mechanic 36 years ago, the effort of building a business has taken its toll in many ways. While I have not lost my passion for what I do, I have lost my patience with many of the things I see around me. I have built a business from a small 2-man operation to a 2-facility company with close to 20 employees. It’s often said that you need great people around you in order to achieve success. But the truth is without leadership, vision, passion and a whole lot of determination, nothing will ever get accomplished. It also takes risk, with countless sleepless nights. All of which must come from the founder or owner of the business.
     
    Here’s my frustration. I hold myself accountable each and every day. If I screw up, I admit it and work twice as hard to rectify the issue. Why don’t others in the company hold themselves accountable? Not for me, for themselves. Take for example, a technician misdiagnoses a problem and costs the company money in lost time, wrong parts installed and an upset customer. Now, mistake happen, we are all human. That’s not my issue. My issue is the lack of remorse, the lack of concern, the lack of sense of urgency to make things right.
     
    I see too many times after a mistake has happen, that nothing changes in the attitude from the tech that made the error. He does not work any extra to make up for the loss. He does not come in early to try to make amends. And when I try to bring it up, I’m the bad guy and the tech gets upset at me! Upset at me? I have to suck it up and keep it inside me? And, Heaven forbid if I even suggest that the tech come back from lunch a few minutes early or maybe forgo his “natural birth right” of spending time on the tool truck.
     
    In their defense, my techs work very hard. They endure the cold, the rain, the sweltering heat of the summer and the daily bodily punishment of being a mechanic. I guess, what I want is just a little of the passion I have. That show of concern and the paying attention to all the details of the business. Also, I would love to see people have the same energy level as I have. I have more than 20 years on some of my employees and there are days that they can’t keep up with me!
     
    I guess, maybe it’s a lot to ask. My techs are great people. The morale is great and we are profitable. Some people tell me that it’s impossible for an employee to care like the owner cares. I don’t agree. Before I went into business, I took my work personal. When I worked for someone, I worked like it was my own business. But, that was me and to be honest I didn’t stay in the workforce long, starting my own business at the age of twenty five.
     
    Maybe I have been doing this too long, maybe I need to ignore some things. Maybe I just need a break. But, I am who I am and I can’t see myself changing. My passion will continue to be the force that drives me into the future. I will continue to work hard to bring out the best in me and in my employees. I am dedicated to my family, my business and to my employees. I will not push my ways on anyone. People need to show respect for themselves first. Only then can they truly grow with others.
  20. Joe Marconi
    Most shop owners would agree that the independent auto repair industry has been too cheap for too long regarding its pricing and labor rates. However, can we keep raising our labor rates and prices until we achieve the profit we desire and need? Is it that simple?
    The first step in achieving your required gross and net profit is understanding your numbers and establishing the correct labor and part margins. The next step is to find your business's inefficiencies that impact high production levels.
    Here are a few things to consider. First, do you have the workflow processes in place that is conducive to high production? What about your shop layout? Do you have all the right tools and equipment? Do you have a continuous training program in place? Are technicians waiting to use a particular scanner or waiting to access information from the shop's workstation computer?
    And lastly, are all the estimates written correctly? Is the labor correct for each job? Are you allowing extra time for rust, older vehicles, labor jobs with no parts included, and the fact that many published labor times are wrong? Let's not forget that perhaps the most significant labor loss is not charging enough labor time for testing, electrical work, and other complicated repairs.  
    Once you have determined the correct labor rate and pricing, review your entire operation. Then, tighten up on all those labor leaks and inefficiencies. Improving production and paying close attention to the labor on each job will add much-needed dollars to your bottom line.
  23. Joe Marconi
    John Wooden, the legendary basketball coach from UCLA, once said, “In my forty years of coaching, I never took a shot at the basket, never scored a point and never made a rebound. That was not my job”. John Wooden understood his role as a coach and the role of his players. We, as shop owners need to do the same.
     
    For too many years I wore way too many hats. This notion that I, because I was the “Boss”, had to be the best technician, the best service advisor and essentially the best at all positions was ridiculous. This way of thinking leads to burnout and disappointment.
     
    Learning your strengths as a leader is crucial. Knowing the strengths of others in your shop and helping them become better is a gold mine. Thinking that the world surrounds us and that we need to have our hands in every element of the business will lead to our demise. When the second baseman is not performing, the coach does not take his place on the field, he gets another second baseman.
     
    Once we assume the role as business owner, our life changes. If we don’t clearly define our role and all positions in our company we will not succeed. Trust me, until I realized that it’s the people around me that leads to my success, I struggled daily.
     
    Running a shop is not easy. It’s perhaps, one the toughest jobs out there. But it can be rewarding both financially and emotionally. Work on your role first, and then go to work making others around you better at what they do. Your happiness and the happiness of others depend on it.
     
  24. Joe Marconi
    Everyone has their own perception on life and the world around them. This perception becomes reality and it’s the only reality that matters. At least for most. This does not always hold true for shop owners.
     
    As shop owners, we don’t always have the luxury of viewing things from our perceptive. There are other people around us and their families to consider. As the owner, and the leader, our concerns and issues take a backseat to the concerns and issues of others. This is something I know we accept and we do our best everyday to look at things from the perceptive of others.
     
    For me, it’s been 33 years since I put the key in the door of my repair shop for the first time. And I can tell there are times when I feel like it’s the 12th round of a 10 round boxing match.
     
    I am not complaining, mostly because my position does not allow me to complain. Leaders and business owners have to remain strong, positive and put the interest of others before themselves. This is in part what makes a leader a leader; the ability to put one’s interest aside for the greater good of others.
     
    However, this makes it very lonely at times. Leaders must have vision and work to not only improve themselves but improve the lives of others. Leaders also must look to praise and recognize the accomplishments of others.
    Moral building and team spirit become the essential building blocks of any organization. We as shop owners are well aware of this. I am not asking those who are employed to understand all of this. But please, is it too much to ask for just a little consideration and understanding of what WE go through?
     
    I am not going to get into all the petty situations that drive us crazy. It really does not matter. I also realize that the words I am putting on paper will do more good for me, and hopefully for you, reading this. It will not, I am sure, change the way many people think and act who simply go to work each day and expect a pay check at the end of the week.
     
    Ok, that’s off my chest. I feel better. To be honest, things are not that bad. I have a great family, great wife and three amazing children. I have built a company that I am proud of; a business that was only a dream decades ago. I entered this industry as a mechanic and was transformed into an entrepreneur. I have achieved a lot of the years. And I am not done yet. There is still much more to do and will work hard to achieve my goals and aspirations.
     
    Maybe I try too hard. Maybe I judge others by how I was and how I am today. Maybe that’s wrong. Perhaps, I am not the leader I think I am. Leaders must find other potential leaders and cultivate them to become future leaders. Leaders must also be understanding and find the good in others, and not focus on the negative. Maybe I needed to write this tonight to remind myself to stop complaining and get back to work. If something isn’t right, then I should take a long hard look in the mirror. The answer to my problems and questions can be found in the man staring back at me. So, let me get back to work.
     
    Yes, a leader can be real lonely at times. But I would not want it any other way!

     

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