Joe Marconi

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?

That's sad, sorry for your loss, but I agree...why make the him suffer. I know how pets can be part of the family. But you did the right thing.

Yes, Check to see if the compressor is still on when the the A/C is not blowing cold.

I went to lunch the other day with one of my parts suppliers and he was telling me that more and more shop owners are concerned about price. It seems that many shops are lowering prices because they perceive that their customers are more demanding and are looking for deals these days. Low price and value are two totally different things and if we position ourselves on price alone, we are headed down the path of no return. Are our customers really asking for lower prices? Maybe some are, but what about our truly loyal customers? I think people today are bombarded with media blasts about deals and giveaways and price reduction to a point where it may be top of mind, but not the customer’s main concern. What about you, what do you see in your market area?

Memorial Day Weekend is the start of the summer fun for most people, and the time of year that most people want to use their cars for things other than going to work and taking Tommy to his soccer game. Now is the time to start promoting the benefits of preventive maintenance and worry-free summer driving fun. I would like to hear of past success stories and promotions and new marketing plans from other shop owners to capitalize on this time of the year.

The summer months are our busiest time of the year. It’s also the time that most people want to take time off and go away on a vacation, and that includes our employees. I have always struggled with this, and have tried for years to persuade my employees to consider vacation time during slower months. I have not been as successful as I would like. I don’t want to sound like a tyrant, but to have top producing techs taking weeks off in the summer back to back can kill momentum and hurt sales. How do shop owners handle vacations? Is it and issue the way I see it?

This year has been one of strangest years in business I have ever experienced. I have lived through many roller coaster economies in my 32 years as a shop owner, but this time around it’s a bit different. Although the media tells us the economy is better, I don’t think they have spoken to the same people I speak to on a daily basis. But, we will live through whatever is going on and come out even stronger, I am confident of that. One very positive aspect is my car count, which remains strong. A clear indicator that consumers are still coming to me, it’s just that their discretionary income is somewhat less these days and their concern about the short term and long term future has them a little leery about spending. The other day I had to leave early and called the shop later that day to see how things were going. I know that the schedule was booked and expected to hear good things. My service advisor sounded a little down and told me that he just can’t sell anything lately. Now, let’s clear things up. A few “no’s” once in a while is normal. You can’t make every sale. But when a service advisor of this caliber who is accustomed to making sales get rejected more than usual, it starts to eat at him. The next morning I sat down with my manager and two service advisors and explained to them that people are worried right now. Do not take it personal and just stick with our game plan. Always remain positive and look for ways to help people. Give them options, plan out the services they need and try to understand the situation from their point of view. When you see an employee getting a little discouraged, it’s your job as the boss to give them an emotional pat on the back and point out all the good they have done. Maintaining morale and optimism will go a long way and just may make the difference between success and failure.

Good old fashion American ingenuity, don't know how is started, but glad we have here in this country. And hope is never ends…

I feel the same way you do, but a word of caution; the long term affects of breathing in those chemicals is not good. It affects the respitory system and other organs like the kidneys. We really restrict the use and don't overuse it and we use brake cleaner from Wurth Products. To keep costs down we buy it in the drum. To be honest, the less we use the better. Where we can clean with good old fashion soap and water, we do it for health reasons. Would like to hear from other shop owners, this is a great topic....

On Memorial Day, we remember and honor the men and women who made the ultimate sacrifice in service to our country. And we also look to the future. To the ways we can honor their legacies and to the ways they have given us strength and help propel us into that future even as we cherish their memories. Joe Marconi

Welcome Matt, to AutoShopOwner and best of luck in your venture. The advice I can give you is to stick with your thoughts on how to position your brand differently from the rest of the pack. I don’t know if you realize the importance of what you stated in your post, but it will be the key to your future. Too many of us went into business based on the strategy of great technical attributes, quality tools and equipment. Although those are needed attributes, the consumer does not have the awareness of these attributes. It would be like going to your doctor with a pain in your shoulder and you asking the Doctor, “What brand MRI and x-ray machine do you use”. You are not going to your doctor becuase of his equipment, right? We assume that the doctor has the right equipment. It’s the same for us. Build a business that people take notice, because it’s NOT the same as the rest. Use your business talents as your guiding force. Oh, and about you doubting yourself about getting into this business. After 32 years I still second guess myself from time to time. That’s human nature. Best of luck and keep posting questions, comments and ideas, we are all here to help each other!

The brother of one of my techs works at a local Chevy dealer and told me the other day that they laid of 3 techs recently and will lay off another 2 today. This dealer is the only Chevy dealer left in its area and it's a sign of what the dealers cannot do, build strong relationships. As dealer margins on new cars continue to shrink they will become more aggressive with building the service department. Dealers are already slashing prices, thinking that people want price only. Discounts will attract some people, but the effect it will have on industry pricing is what I fear. Times are tough, but we must build for the future. We need to keep a close eye on the dealers. They are in a fight for their survival

This is another case that we can all relate too. We diagnosed a faulty shift solenoid on a Pontiac a few years back, gave the owner a price and he said he would think about it. The car came back to us on a tow truck a week later with the entire interior gutted and ripped apart. The cost of repair was four times what the orginal estimate was. What really bothers me is no so much the attempt by some people, but why can't the see the complexity in what we do? Do they think a You Tube video is all they need? I wonder if there is a You Tube video on removing a brain tumor? I'll get back to you on that....