Joe Marconi

Mitchell1/Shop Key Management Work Shop Saint Louis, MO July 19-21 This advanced training workshop designed to turn existing shop management system customers into power users who get the most out of their software and business. These user-group sessions are designed for those who have previously established competence using their shop management software and now want to learn more advanced capabilities, better methods and shortcuts. This two day session will guide users through all levels of functionality in the Mitchell 1 Manager and ManagerPlus system. Instructors will explore program setup values, inventory, reporting, best practices and advanced transactions, as well as integration with aftermarket cataloging. Attendees will also learn about the new Mitchell 1 SocialCRM™ customer retention and new customer acquisition service during a relaxed evening reception. For more information click here: http://www.buymitchell1.com/form/m1usersinfo.htm

I am not one to stick up for Juffy Lube or any other quick lube, but I do not like the tone of the class action suit. While the 3,000 mile interval may be a little out-dated, a business as the right to make recomended oil change intervals and not be held hostage to what the factory states. The car makers want to sell cars, if they could they would put a pad lock on the hood. Car makers know that preventive maintenance and more frequent oil changes will extend the life of any car to hundreds of thousands of miles. We know that, that's why we promote preventive maintenance. I recommend 4,000 for conventional oil and 7,500 for syn. I educate my customers who care about their cars to adere to this policy. I would hate someone else dictating policy for me. Imagine your doctor not being able to make recomendations? Please, I would like to hear from other ASO members on this one...

I hope everyone enjoys a day spent with family and friends, and also reflect on this day in history, the adoption of the Declaration of the Independence; July 4th, 1776.

All valid points, Thanks. I was being sarcastic about being English, it was. Sometime my reaction is because my experience has shown that some attributes are part of a bigger picture. My handwriting is terrible, but as you said, it's not a direct link to my ability. The difference: I take the time to write so others can read it. The tech in question has completed a two-year course from a prominent automotive school. He has the intellect and the potential. He is well spoken and has talent. What I think he lacks is the awareness of paying attention to detail. My quick reaction was more due to the fact that we have gone over this before. Handwriting and sloppiness are two different things. It’s my job as the leader of the company to look at the entire person. Again, decades of experience has taught me to look at work habits and to convey the importance of being a complete individual. We have many in-house meetings, both team meetings and individual meetings, working on all the little things that make a big difference at the end of the day. I posted this more out of frustration for my reaction or over-reaction. I am old school in many ways, but I truly have this tech’s best interest at heart, and the interest of everyone who works for me. I don’t want sloppiness to put himself or someone else in a potential dangerous situation. Thanks for the input, really do appreciate it!

Yes, please send me the link, I would like to learn more about it, thanks...

We now have over 800 members and I want to welcome all our recent new members. This site is getting more powerful day by day and I see great things in the future. I also want to give a special thanks to all our current veteran members who share with us their knowledge, opinions and thoughts. It's like I always say; there is a wealth of knowledge among us and networking today will only make us stronger in the future!

We have specific forms we use with first time vehicles, to obtain all the correct vehicle and customer information. Either the service advisor will fill out all the vehicle information or the tech will, or a combination of both. It was very busy the other day and I gave my young tech the form and instructed him to bring a first-time customer’s car in for a state inspection and a LOF. He brings me back the form filled out, but it appeared he used a language I did not recognize. I called the tech over and said, “Please help me understand what you wrote, is this the VIN number? Is this in English”? He said let me read it for you. He grabbed the form and stared at it for a few seconds and then he said, “Boy, I can’t read it either”. Now I’m getting hot, it was busy and he wasting my time and his time. He had to run out to the car again and re-enter the info. I said to him, I don’t expect you to write like a calligrapher, but you need to write so that others can read it! He said that’s the way I write. I will try to write better. I told him that’s the reason you don’t write clearly, you were told to “try” in school, but this is real world, trying is not good enough. He walked away upset and I was too, maybe I was too tough on him. But please, he couldn’t read his owner hand writing. Was I wrong, right? Too tough? Not tough enough? The way I see it, if he's sloppy with his handwriting, will that spill over with his work?

Gonzo, it’s getting worse and worse. Partly due to the economy with people attempting to perform repairs using the internet as their pipeline to the "All knowing and All wise" somewhere in the heavens. The other reason is the A to Z part stores claiming to have "advanced" knowledge in solving problems (like the way I phrased that?). I think I told you about the BMW owner who had a charging system checked out by their mechanic and then rechecked by A to Z. He brought me the alternator and after a debate on why we need to test and diagnose the problem first, he reluctantly agreed to the diag. The alternator was fine; the connection at the back of the alternator was bad. A half hour labor charge only to repair. So, he wasted his money by buying an alternator that now he cannot return. Good stuff Gonzo, not good for the BP, but good stuff!

Correctly if I'm wrong, but Mitchell revamped thier CRM program? Correct?

The start of summer and the end of the school years usually means that people will be planning road trips. Take this opportunity to perform pre-trip inspections and promote safety and peace of mind thru proper maintenance. Do it with every customer. Let's share our summer promotions....

I can't tell you how many times I get customers in for no A/C, only to find out that either the A/C button was never turned on or it's in the heat mode. I once had a customer complaining that her rear speakers were not working recently after we serviced her car. One quick look at the read deck revealed a blanket and 2 pillows covering the speakers. The funny thing is that she claims the blanket and pillows were there for years! I could go on and on....

An employee handbook is much needed today. My only word of caution is that states differ in labor laws and other regulations. So, using someone's manual may not be appropriate, but you can get ideas. There are companies and programs you can use to help deisgn an employee manual. There are trade organizations that can also help. You should also seek the advise from your lawyer. if you use a payroll company, many times they will offer this service also. Good luck!

Gonzo, I hear what you are saying and I point to the quality of the person more to the quality of their mechanical ability. My last visit to my family doctor was to address an issue with headaches. She did her normal checks and asked me a bunch of questions, but she KNEW when to stop and say, we need to bring in another doctor, more specialized with these issues. And I think this is where so many mechanics and shop owners get into trouble, their pride or whatever, does not allow them to think clearly. We cannot be everything to everyone. I have 7 mechanics aging from 21 years old to 57. Obviously the oldest is the most experienced and is the mentor to the younger techs. But, I have one tech in particular who has was hired as an A based on his age and experience, but clearly is a B and may not ever reach A status in my opinion, but that's ok. We are all different, with different skill levels and different brain power. Even the best must know their strengths and weaknesses. More importantly we need to know the weaknesses and strengths of our employees. What it all comes down to is the level of professionalism we have and know how to get the help we need. When I get stuck on a problem, I find out who can help me and my customer. That's what it's all about. Moving forward with no real plan or knowledge is wrong. Lastly, we should always strive to be the best we can, know what we excel in, and know what areas we need to stay away from.

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