Joe Marconi

People want to feel good about themselves. People want to know that what they do in life matters. And your employees are no different. Spend time finding out what matters most to them. Don’t make everything about business. Make your employees feel important and let them know that their hard work does not go unnoticed. A nice pat on the back once in awhile will improve morale and help productivity. I knows it’ hard for the boss sometimes. We have the weight of the world on our shoulders, which we don’t share with others. But, helping others around us just might lift our spirits too. Give it a try!

I got a text message the other from my eye doctor reminding me about my appointment. I thought it was a nice touch. I don’t think it’s for everyone, but I have been reading that more and more business are experimenting with text messaging. Is anyone using this form of communication/marketing?

That's funny.... keep them coming....could always use a good laugh!

More and more shops are being proactive about maintaining their business and understand the need to stay in touch with existing customers. We all know that marketing to our existing customer base is a lot cheaper and more effective that attaining new customers. There are many companies out there; MechanicNet, Demand Force, Customer Link, CARQUEST Auto Alert and Mitchell1 launched their new version. Just curious to see what other shops are using for their CRM programs and how effective it has been? And what other forms of marketing are other shops using to maintain the customer/shop relationship?

Happy Father's Day! Spend the day with family and friends and enjoy the day!

Great story, nice touch for father's day too. I have to give the father credit, making his son pay for the repair is something you don't see today. Let's hope the torch stays lit, for everyone's sake.

Welcome to ASO, join in on the forums, there's a lot of great information on this site from shop owners around the world.

New York's Senate Transportation Committee approved legislation that would require automotive repair shops to properly repair tires. 6/11/2012 A New York Senate committee approved legislation to require automotive repair shops to properly repair tires. S 7082, the Proper Tire Repair Act, would impose a $500 penalty on a repair shop that attempts to repair tires without removing the tire from the rim, inspecting for damage and ensuring that a repair conforms to repair procedures supported by tiremakers. The bill was passed by the Senate Transportation Committee on June 5, during National Tire Safety Week. “This legislation will help protect motorists from the risks of improperly repaired tires,” said Dan Zielinski, senior vice president of the Rubber Manufacturers Association. “Despite years of effort by tire manufacturers, tire dealer organizations and tire repair materials manufacturers to educate repair shops about proper repair, too many improper repairs are performed. RMA supports these bills and urges New York legislators to enact this legislation.” S 7082 and its Assembly companion, A 9683, would prohibit a repair shop from repairing a tire if any of the following conditions exist: • The tire tread depth is equal to or less than 2/32nds on any area of the tread • The damage is to a tire sidewall • The damage extends into the tread shoulder/belt edge area • The damage exceeds 1/4 inch • The tire has an existing improper repair • The repair will overlap an existing, proper repair The legislation also provides guidance to repair shops about how to properly repair tires: • Demount the tire from the rim/wheel assembly • Inspect the tire to determine the extent of damage on the inside of the tire • Clean the inner liner to remove any contaminants inside the tire • Remove the damaged portions of the tire • Buff the inner liner to create a smooth and even surface • Fill the injury with a cured rubber stem and properly install a tire patch or install a combination repair unit For a free downloadable posters outlining proper tire repairs see below: click here for two piece tire repair One piece tire repair

That's funny, thanks for bringing a smile to face today!

Ford, GM, Chyrsler, Toyota/Lexus, Subaru, Hyundai, Honda/Acura, Nissan...basicly the top car lines we service

I am not familiar with the Drew J2535, but do own the Standard J2534 and have used it extensively. Just a word of caution, follow all manufactures procedures and do all the research and training available. You don't want anything to happen to the car's computer that you will have to be responsible for. For example, we did not realize that our tool to maintain the correct battery voltage was not working properly and the battery voltage dropped on Camry we were updating. The computer was damaged and we had to purchase a new one, it cost us nearly $900 bucks. A very expensive lesson. If you want it to become an income stream, you need to market it correctly. Start off with models you are comfortable with and get familiar with the process. Insist that to tool company offer all technical training and assistance. We not only use it fix known problems but will check for updates during a major service and inform the customer that there is a on board computer update for their vehicle, much like an update for their home computer. From my experience shops are getting anyway from $75 to $150 for the average car, depending on the update and job being performed. This does not include hi-end luxury such as Mercedes, BMW, Porsche, etc. I would not consider these vehicle makes for my shop. Please let us know how you make out, this is an area we need to learn more about and keep up with technology.

Balance Your Techs Hours I remember when I worked at Ford Dealer, back in the late 1970’s; mechanics would quarrel over how the work was being dispatched. It seems that they were some who got the “gravy” and others who got the “less than gravy” work. Having to solve wind noises, water leaks and rattles all day long, day after day, was enough to break anyone’s spirit. Organize the jobs in your shop to balance the work among your techs, giving everyone the opportunity to earn a decent wage and for self-esteem. It’s not easy at times, especially if one tech happens to be very proficient in a particular area. Maintaining morale is vital for the overall success of your shop. Working as a team, with everyone pulling in the right direction, puts dollars to your bottom line.

I want to share this tip with everyone. Many of the old timers (like me) probably know it already, but maybe this tip can help others. My youngest tech was struggling the other day with seized rear camber eccentrics on a 2008 Infinity SUV QX56. I told him to first soak down all the adjusting eccentrics with rust penetrate and let it sit for a while. Then use your air gun on the bolt head, going back and forth a few times. The hammering of the gun just may loosen it up. You can also use an air chisel with a punch bit on the bolt to shock it. What happens is the bolt gets seized in the sleeve of the bushing. Then slowly try to turn the eccentric bolt in both directions, spray more penetrate. Move the eccentric slowly in both directions until it moves freely or as free as you can get it. Use the air gun or chisel with the punch bit again, as needed. My tech had a big smile on his face when the eccentric began to move. Please note, this trick does not always work and sometimes nothing will free up the seized eccentric. In that case the eccentric and possibly the bushing and/or control arm may have to be replaced, depending on the design. I have been successful 40 to 50% of the time. The key, be patient.

The Do-it-yourself (DIY) market is getting smaller after a short-lived surge during the recent recession. This shift back to the Do-It-for-me (DIFM) market is a positive sign for us in the auto service and repair industry. What interesting is all the AutoZone and Advance Auto Parts store cropping up around the country, many side by side in major cities and small towns. If this trend continues, the long term outlook of these parts stores will be challenging and will have to change its game plan.

Interesting article. It’s no secret that I have issues with dealerships. Mostly because too many of them have an attitude that because they are the dealership, they somehow are owed a certain respect. Personally, I believe we should all get along and work together. Can you imagine how powerful that would be? There used to be a Chevy dealer in my town that closed a few years back when GM was going through its economic struggles. We became strong allies and they would recommend customers to me that they did not service. I bought parts from this dealer and became very close with the owners. I would also recommend this dealer to my customers for new car purchases. Too bad they closed their doors. Consumers have a mixed perception about the dealers and about independents, for many different reasons. I struggle each day to stake my claim and try to change the way people view me. As far as calls about price and diagnosis when they are calling from another shop or dealer, I echo your words exactly, Gonzo. Another thing, I will never bash another shop or dealer or mass merchandizer, that does not do anyone any good.

According to the Automotive Aftermarket Suppliers Association report (AASA) for 2012, underperformed vehicle maintenance grew from $54 Billion in 2009 to $62 billion in 2010, a clear indicator that the economy had a definite negative impact on the motoring public and their ability or willingness to perform routine maintenance. From my personal experience, it has been tougher to sell preventive maintenance the past few years. We have seen an uptick on major breakdowns, but it’s hard to sell a preventive major service on a 1998 F150 with 220,000 miles on the clock, especially when they come in on the hook for a failed fuel pump. There may be an untapped market out there, but consumer’s confidence level is low. I am not a supporter of new car dealers, but fresh new vehicles entering the market place should help us down the road. This aging vehicle fleet that was promised to us as our economic savior did not pan out. That’s my opinion, agree or disagree?

Great point! I have seen this too. My best salespeople are my own customers.

Real hard to say. I do know that the youger generation pays a lot of attention to online sources, but I am not sure about the effectiveness. I think time will tell. I do think that we all need to have a prescence on the web and be careful and monitor the reviews from the public. This is just another fact of how we conduct business today.

On June 6, 1944, Allied troops landed on the beaches of Normandy, France to fight the Nazi regime and defeat the evil forces of fascism and military imperialism. With more than 5,000 ships, 11,000 aircraft and some 160,000 troops, the D-Day invasion was the largest amphibious assault in history. We remember their determination, their sacrifice 68 years later. Today, we celebrate and pay tribute to the men and women who acted with courage in the face of adversity. They demonstrated skill and ingenuity in the most difficult of circumstances in a war that changed the course of history and brought pride and victory to our great nation. Many received little glory or fame, but the men and women of our Greatest Generation made a contribution to humanity that will probably never be equaled. Let us never forget the efforts of the brave soldiers who fought and died that day!

Thanks for those kind words. I am glad you enjoy the site, and yes, spread the word!

Be Careful What You Say in Your Waiting Area For those of you, who have customers waiting from time to time, be careful how you present an issue or diagnosis to a customer in front of other customers. Walking out to customer area and saying, “Well Mrs. Jones it looks like the rear calipers are seized and to replace them along with brakes and rotors will be $_____”. This is the wrong approach and may get you into a bind. Here’s what happened at my shop a few weeks ago. A customer came in with the coolant light on, which was caused by low coolant due to a leaking water pump. The service advisor walked into the waiting area and told the customer what was found along with the price. I could see the look on his face, as he looked around the room. And I could see the look on the faces of the other customers in the room. It was a look of, “Am I next?” Well, as luck would have it, one of the other customers also needed a water pump that day. But she was only there for a routine service. She had a tough time trusting us and said, “What’s this, Water Pump day?” When presenting an issue, diagnose and price to a customer, bring the customer away from other customers. You also do not want the customer to feel uncomfortable, especially if he or she cannot afford the repair. And you don’t want others listening in to what should be a private conversation. Now, if there is something positive you can say to a customer, then say it others around; “Mrs. Jones, that check engine light is just a loose gas cap, no big deal, we reset the computer and you are good to go. No charge for a regular customer”. Big difference, agree?

We truly do go through the same things every day....all of us. My favorite line is, "Good morning, my name is Mr Smith, I am from Acme Insurance and I know I can save you money". The very first thing I reply back is, "Really? You know you can save me money without even knowing what my premium is? Really? Well can you beat this number?" (and I give him some rediculous low number). And usually, the guy says, "Yes". Like you, if it's slow and I want to have a little fun, I play along and sound real interested and then deal the final blow by walking away and leave the guy wandering what happened. The truth is you are so right, Gonzo, there are too many Snake Oil salespeople. Oh, and Frank, the credit card processers are the worst. They say, "Let me see your statement, so I can see if I can save you money". I always say No. You tell me what your charges are, then I will decide if you save me money. The things we go through, you gotta laugh, if you don't you will go crazy.....some of us are half way there already, agree?

As a kid growing up in the auto business, my father and I would spend a lot of Saturday afternoon’s at Babe’s Body Shop. Babe was an old Army buddy; and as they reminisced about the old days I would wander around the shop and the yard and look at all the banged-up cars. I would also watch the body men in the shop pound a wrecked car back into shape. One thing Babe knew, there will always be a constant supply of banged-up cars. Fast forward today: Is the body business seeing a decline in accidents? Are safer cars reducing the likelihood of accidents to a point that it is affecting business as usual? Fewer accidents are a good thing, overall. But what affect will this have for the future of the body business?