Joe Marconi

Joe,

You said you were going to create a new post connected to your recent post re MPI's and safety.

My thoughts:

Re MPI’s and the safety you mentioned. Yes, the smart technician will point out the safety issues because they figure those should be easy for even the busiest advisor to get the approval.  Same with the new advisors.

A high percentage of service customers ask to have us check their brakes. I ask why, in case there is an issue. Most of the time there is no issue, “But, please check them.”

If the advisor can’t sell brakes, they need a new line of work. I imagine the same goes for a swollen coolant hoses, a serpentine belt with deep grooves or tires showing thread.

If the advisors were too busy to build rapport and create a trusting relationship with their customers, they launch into the old-school “benefits, value and safety” approach. Which, to a customer, sounds like you are trying to sell them on the repairs or maintenance versus looking out for their best interest. When they say no (big surprise) the advisor pulls out the “dealing with objections” line. When that doesn’t work, out comes line two of “dealing with objections.” Eventually the (smart) customers figure out the manipulations and search for a shop they can trust.

But that’s ok, because the shop has a $2000 a month marketing budget for acquiring new customers; because they have to. Then when the marketing gets a potential customer to call because they are unhappy where they’re currently taking their car and ask for a quote on a radiator, the advisor has been taught not to give a quote (why?). So the advisor grills them on how it might not be the radiator so bring it in (and we’ll charge you to check it and THEN tell you it’s the radiator). And it will cost this much. But now they’re on the hook because they had to pay for the diagnosis of the problem they pretty much already knew they had. Smart customers hang up when they don’t get a quote and call other shops that will. Out of the three shops that quote a radiator, they pick the shop that’s priced in the middle.

Just saw your shop pics. Wow. That's one of the most beautiful shops I've ever seen! 

Here's one of mine from almost 40 years ago...before we had phones we could carry, lol. This was the body shop. Sadly, I have no pictures from our Repair and Sales location.

Nothing like yours but we were doing multiple 7 figures in 1982. Man that was a long time ago. I was 29. I miss that youthful energy. Sigh...

I need to do some advertising on your site starting in January. Have a great holiday season!

Anybody in the South Dakota area? My son is going to be attending his next year of college there. Madison, South Dakota

Shaping the future.

Hope everyone is busy. I know I am. Had two days in a row that I worked late just to finish out some jobs. Hate the heat, but love the work.

Just got back in town from an extended Memorial day weekend. Got the boy back from college, played some golf, and stopped in at a few automotive repair shops. Pretty cool. Hopefully the shops I stopped at will check out ASO now that they know about this site.

I've seen slow, and I've slower. But, in all my 30 plus years I haven't seen it this slow. It's all over town too. weird.....everybody said it's slow.

Spent Monday working with one of the engineers from Zenith Motors at my shop. Zenith Motors builds air port shuttle vans that are 100% electric based on a Dodge platform. Impressive stuff. Had to learn to read computer binary because all there info on their laptop program doesn't use voltage or values most mechanics use. Crazy...but cool

Spent Monday working with one of the engineers from Zenith Motors at my shop. Zenith Motors builds air port shuttle vans that are 100% electric based on a Dodge platform. Impressive stuff. Had to learn to read computer binary because all there info on their laptop program doesn't use voltage or values most mechanics use. Crazy...but cool

Doing a radio interview on Thursday with the Remarkable Results radio show. Should be a hoot.

Happy Birthday Joe! It takes age to make a fine wine. Have another glass... you'll age just fine too.

Crazy week... From a 66 T Bird to a 2011 F150. A test light on one and a scanner on the other. But, both with the same problem... no pwr windows. It's amazing how the technology has changed. What's next? wireless windows???? LOL

Ok. Christmas Day 72 degrees. Valentines Day minus 13 degrees. Is it me? Or is something wrong here?

One inch of snow...killed the day...Amazing

One inch of snow...killed the day...Amazing

One inch of snow...killed the day...Amazing

So much for no snow....I didn't get any, but it looks like the east coast got all of it... hope ya got a shovel.

January almost over and only one snow storm this winter...Today is one day closer to Spring!

First sleet/rain/snow mix of the year and the cars are finding the ditches all over town. And...the first one in my neighborhood... my boy. Took the pass. side outside mirror and the crushed the door, but other than that it's all fine. Wonderful way to start the season off.

So, what's wrong with a car with 255k on the dial, greasy hand prints all over it, and the engine is covered in gunky greasy slime. But, the owner says their regular mechanic thinks it's "electrical"...

A guy came in today and said, "The battery has to be recharged in my all electric car. Especially if I drive it a lot. I must have a battery drain then." Yes...I'm sure you do.

A guy came in today and said, "The battery has to be recharged in my all electric car. Especially if I drive it a lot. I must have a battery drain then." Yes...I'm sure you do.

Saw this on a coffee cup, "I'm a mekanic, a mecanik, a makanik,... Ok, I fix cars"

Saw this on a coffee cup, "I'm a mekanic, a mecanik, a makanik,... Ok, I fix cars"

I'd like to say I don't piss people off, but I do. I'm set up in my shop to do electrical repair...not engine work, such as major oil leaks...etc... I don't pull engines, headgaskets..etc.. but apparently I ticked this guy because "some guy" told him I did after I told him I don't. geez...