Joe Marconi

I watched the entire video ... I can't understand how these people think we have access to all that information. I'm totally blown away with the guy who owned the dealership and said he has had no problems getting the information... That guy should have brought one of his techs along and let him tell you about that so called... "complete information"

 

The comments that really struck home were the comments from Rick Peak and our own Joe Marconi... If there was a way I could have been there I doubt you could have kept me in my seat... I wanted to chear you guys on and let those people know what we all have been saying for years.

 

Thanx for posting the video... Way to go guys... excellent speeches... now, let's keep it moving and get these changes made.

The video tells it all. There WERE times that I wanted to jumped out of my seat and confront these people one to one.

This is a very tough issue and very emotional to me now that I see how the “other side” thinks and how they perceive us.

Please, everyone, watch this video and pass it on. The shop owners of this country need to know the master plan that has been created by the car maker to put us under.

I will not allow this to happen! But I need your help. I need each and everyone to be angry, make those phone calls, be active and support the Right To Repair Act.

Joe Marconi

Good stuff! Thanks! Your $59 is very similar to what we have done. Our basic diagnostic charge is one hour ($78) but we have been running a perpetual discount special of 40% off which makes it $46.80. This is the way we have competed with the "free diagnostic" shop. It has been effective for us.

How do you handle very complicated diagnositic work. The one's that you know going into that it will require a lot of time? And how are the techs reacting the reduction in labor time?

Trust is earned, the way you earn respect. So, how do you earn it? A little bit every day.

 

It's all a part of what we say and do -- how we treat the customer, handle a crisis, deal with the media. Here are seven ways to build trust.

 

1. Deliver top quality customer service; it reflects the brand and the culture of your company.

 

2. Make good on all promises and guarantees.

 

3. Make it personal; make the customer feel like a real person, not a number or sale.

 

4. Be truthful in all marketing and PR communications; don't over-promise and under deliver.

 

5. Seek honest feedback and reward those who give it (discounts, coupons).

 

6. Go the extra mile to resolve a problem, and then go even further (free meal, free stay, discounts).

 

7. Follow-up with appropriate questions, suggestions or offers to help in the future.

 

Build trust one customer at a time.

Solid, sound business advice. Everyone should review each morning before they start their day.

I agree with you totally about e-mail. Every few months, we run a promotion to collect e-mails. This last time, we gave away a 8gb pocket video. We had a box for them to put their filled out forms and the pocket video on the wall. We run about 2 times a month a special just to our e-mail customers. If we should be slow 1 day, we can get out an e-mail and fill up the bays by 9:00 AM. Our work order program through ROW has the capabilities to send estimates to the customer by the way of e-mail. More and more customers want this. It is easy to get their e-mail at the write up desk by saying would you like your estimate by e-mail and or phone call. Most will give it to you right there. Yesterday a customer was going to be in meetings all day and wanted questions texted to him.

That's a great program, I know many other shops that do the same thing to collect emails. Another thing we all need to consider, the future generation is our future customer, they are an electronic gerneration. A lot that the baby boomer generation struggles with with be common place in the very near future. Collecting emails and having precence on the web is our future.

This is interesting. Is it a glimpse of the future?

 

My link

You know, that's not to far off...

Hey guys I will finally open my shop at the last week in June.I have a Napa store a advanced and a auto Zone and car quest very close to me.Ive been buying some parts from all except carquest.It looks like Napa is much more expensive and the list is almost twice Advance and AZone.Are the parts better is the coverage and service better,is warranty better.Has anybody run into this?Can anyboby recomend a line of parts that they recomend from each of theser stores.Are advanced and AZ have lesser quality parts .I know I just go some trashy tune up parts from AZ the cap archs right through the side and the Dualast wires did the same.I also got Ac plugs from Pep Boys after 1 week 3 plugs out of 8 were miss firing bag.Nothing wrong with the engine it was a maintance tune and changing the plug location changed the miss location putting 3 new ac fix it.Can Ac plug be diff quality ?I noticed I pulled out OE Ac and the ac I put in it had a extra letter A C I think. Please can some one recomend a formula or a rule of thumb so I can advoid trouble and added expense Thanks

I use CARQUEST. I don't like part companies that cater to the DIY market. There has been an issue with part quality across the board, especially those from China. But, with a company like CARQUEST, the service is great and they will always work with you when you have a problem. The sales people are great also, and they really do care about their traditional market; the independent repair shops. We get our WorldPac parts through our CARQUEST part store.

Joe, I support the right to repair act. From experience I know that there are too many times that vehicles have to be returned to the dealer. This is especially the case where body control systems are involved. It is good to know that you were one of the speakers at the hearing. It is not flattery to say that based upon the body of your work that I have been privileged to read and learn from on this forum I would conclude that you are as strong an advocate for the independent repair shops as could have been found. Thank you for talking your time to speak for us.

Thanks for confidence in me. I made a pledge to myself this year to get more involved in the political arena. ASO members such as you have helped me greatly in understanding the needs and the frustration of the typical shop owner. I will continue to fight for our rights, but I need your comments and opinions.

ASO will become the greatest source of automotive shop management information, worldwide!

Highlights from the NY State Public Hearing on the Right to Repair Act

On Wednesday June 9, 2010 I gave testimony at the NY State Public Hearing in support of the Right to Repair Act. It was a very interesting day and a lot was said, both for and against this bill. The public hearing lasted over four hours, so I will summarize some of the highlights for everyone. It is interesting to note how vehemently the opposition is fighting this bill.

I felt some the comments of those who opposed the bill were at times insulting with respect to the aftermarket. Some questioned the integrity of our work and inferred that the work we do may be somewhat inferior to that of the new car dealers. Also, some opponents question the parts we use, as possibly inferior. Luckily, my turn to testify was after many of the opponents, so I loaded my gun and gave it to them, both Barrels!

I told the panel of assemblymen that the comments being spoken here are insulting and I am outraged by these comments. I went on to tell them that we, the aftermarket are the preferred choice of the motoring public, not the new car dealers. I also told them that the aftermarket solves many of the factory mistakes, such as Ford Explorer ball joints and Chevy Silverado control arms. All we want is a fair and level playing field. We are asking the car makers to make available all the information and tools necessary to fix the cars “they” made. Also, car makers should not build systems that force the consumer to go back to the dealer. The right of the people to choose to where they get their car fixed should be theirs, not the automaker.

For those of you that may be members of the ASA (Automotive Service Association), they are against the Right to Repair act. Don Seyfer was there to represent the ASA. His position, like all those who oppose the bill, is that all the information and tools are already available to us and there is absolutely no reason to proceed with this bill. Don Seyfer cited “Lack of training” and “Not knowing how to obtain the information” as the primary reason why independent shops hit road blocks and can’t complete a repair.

There were only four independent repair shops testifying. However, we made a great presentation and one Assemblyman; Michael G. Dendekker, actually told the audience that before hearing from the 4 independent repair shop owners, he was not in favor of the bill. But, after hearing the testimony from the 4 shop owners, he now understands why we want the Right to Repair Act. He stated that the 4 shop owners made the most powerful argument of the day.

Much was said that day, and I am not sure what the outcome will be. My fear is that the car manufacturers, the new car dealers, the new car dealer associations and the auto workers unions are a powerful group and they comprise a lot of voting power. But the aftermarket is a powerful group too. We need the support of all segments of the aftermarket; from independent repair shops to aftermarket part companies to aftermarket franchises.

One last thing, The Right to Repair Act is something that I support. I don’t know your position on it. I feel passionate about it because of the increasing challenges we must endure to properly and safely repair our customer’s cars. Also, it is clear to me that the systems and the design of new cars are an attempt to lock out not only us, but the consumer from his own car.

Tell me how you feel; for or against and why.

Want to boost morale? Talk to your people about things other than business. Find out what Tom the Tech likes to do on his day off; golf, fishing, hunting, etc. Talk to him about it often. You will see a difference in his attitude when he sees you are interested in him as a person, not just a tech.

People want to be recognized as people and sometimes too much business is not good for morale. Remember, a little small talk goes a long way!

This Life Insurance needs calculator may be a planning tool that will be useful for some. Planning ahead is something we all need to do.

 

Life Insurance - Insurance needs calculator results - LIFE Foundation

It's a great point, and one that is often overlooked. A lot of us may think nothing will happen to us, but the reality is we need to prepare for the worst. We also owe to our families to have them protected.

Tough subject, but we all need to deal with it.

Need advice on how to handle this situation and I am open to any idea before I tell the guy to take a hike.

customer bought a 94 honda accord 3 months ago which is a wrecked rebuild P.O.S. Brought it to me last week to check out a/c not cooling. For starter the temp control cable was binding and the pressures were all over the place. We replaced the heater valve (which was internally melted) and cable. Then the expansion valve and rec/dryer. The air was cool but not cold. While trying to further diagnose the a/c the car shuts off. Bad electrical on ignition switch and PGM relay was showing signs of failure (no fuel pump power when hot). We sold him on the parts even though he thought "well it ran when I brought it here".

After we installed parts car ran ok, a/c still no good. Advised him to have the radiator moved closer to condenser (previous wreck damage). when he came to get the car the SRS light was on (I cant remember if it was or not). Now thats apparently my fault. I assured him if we broke it we fix it. Tried to flash out SRS codes but nothing but a steady light. SRS unit is probably shot. Took a look at it and it isn't even bolted down, came from JUNK Yard as did the air bags. Aftermarket alarm is wired to some of the SRS wires. So much wrong. not our fault. SRS light on. A/C sucks, mangled up parts and aftermarket wiring. I don't care if he is mad I just want him and the car gone but I don't feel a refund is in order.

Any Advice?

Gonzo, you stole my thunder again!

All kidding aside, I agree. This is a learning experience and you need to "learn" from this. Don’t be everything to everyone. You need to look at the car in its entirety before you commit yourself. I know it’s easy for me to say this, but I have been down this road before.

I also agree with xrac, have a legitimate sit-down with this customer and explain the facts. Stand by your convictions. No refund!

One more word of advice: create a checklist to pre-check cars before you work on them. You need to indentify things like: check engine light on, SRS light on, TPMS light on, broken lenses, etc. This will save a lot of grief. I can’t tell how many times we had people tell us, “That ABS light was not before you worked on it”.

I feel for you, we have all been down this road and will travel down tough roads in the future.

Look at it like this: It will only make you stronger and wiser.

We sell a lot of used engines and transmissions but 9 times out of 10 we buy them from LKG and they give us a 12 month 12,000 mile parts and labor warranty. The only time we don't use LKQ is where the price difference is large and the labor time is small.

LKQ in our area offers reman for some units. We intalled a reman manual transmision from LKQ on a Subaru. It worked out great. Saved the customer a lot of money, greater value and we maintained of profit margin. Win, Win.

Nice Machine! How much? Shops in our area seem to favor Coats what influenced you to buy Hunter?

A lot of money!!! A little over 20k. I saw a few models but none broke down tires like this. Anyone can change a tire with this machine, I mean anyone. The machine lifts the tire up onto the machine for you. There is no effort, no fighting, no struggle. You can break down a low profile run flat the same way you break down and 75 series on a steel wheel.

Plus, after buying the Hunter Alignment machine, I am really sold on the Hunter company.

It's a lot of money and that's an issue, but I felt it was the best and the time savings and the ease of use is a big plus.

No-Brainers for Success: Own Customers for Life

 

http://www.tirereview.com/Article/74143/nobrainers_for_success_own_customers_for_life.aspx

Great articles, should be mandatory reading for shop owners, service advisors and managers.

http://www.tulsaworld.com/news/article.aspx?subjectid=15&articleid=20100602_15_E4_Mechan796903&archive=yes

 

 

Good story... Gonzo

Great, Great story. I wish all our customers would realize this. Actually I wish the dealers would stop spreading these myths. Too many people think they must return to the dealer under the warranty period. At the State Hearing yesterday for the Right to Repair Act, many of the Assmblymen and Senators did no know this was the law! And they write the laws!!!

I just purchase the Hunter Tire Machine Auto34. This tire changer breaks down run flats with no problem. It truly is a quality machine. We just got it installed today and already we saved time on a few tough low-profile tires.

Here's the link check it out: Hunter Auto34 Tire Changer

Want Help Growing Your Business?

As many of you many know, I recently joined Elite Worldwide as a Business Development Coach. Elite Worldwide as many programs and products that can help you grow your business. My role will be working with shop owners who are interested in one-on-one business coaching. We are looking for the right candidates.

If you are interested or know someone that is interested in finding out how Elite can help you grow your business, please contact me.

For more information on Elite go to EliteWorldwideStore.com

Joe Marconi

AutoShopOwner.com

Elite Worldwide, Inc

Osceola Garage

I need to find out the best way to send reminders and specials to my customers, Is anyone using the Mitchell CRM, or any other ideas, Thanks David

I use Auto Alert through CARQUEST, only because I can work with this company to tweek the system to fit my needs. Mitchel CRM is a good system too, I just like to have more control and with Auto Alert, I have more control.

We do the same. There are times when a member of the community has an unusual situation and is asking for help. We will do certain repairs and charge for parts at a discounted rate with no labor. Sometimes it's not about money, but about helping people. We are very selective and don't want to offer this just to anyone. It has to be a special case. We had a famliy that lost the father in a fire, he was a firefighter. He had a wife and 3 children. She needed work on her car and could not afford the bill, we took care of her.

Congrats Joe, I think you'll do a fine job.

 

I recieved notice of this on my FB page from aftermarket news.com

 

It's a super achievement.... way to go!

Thanks for that vote of confidence, I am looking forward to working with other shops.

Guns don't kill anymore than pencils can misspell words......

Now that's a great saying! I am going to use that.

Do you think that the media will use this as proof that hand guns should be banned. This sounds like the makings of a story for Gonzo! Local News | Man accidentally shoots himself in testicles | Seattle Times Newspaper

The media will always slant a story to fit their "cause". Do you know how many kids each year get hurt from little league baseball? A lot more than are hurt from guns, Why not ban little league?

Jeff, no boundries crossed. ASO is founded on the principle of free speech and the open exhange of ideas and opinions.We welcome your comments and thoughts. It's how we grow and become better people.

Congrats XRAC. Just goes to show what clean GODly living can do for ya. I am a born again Christian. I complain too much and struggle a lot but I know it is all for the Glory. No Testimony with out a test

PS Hope this don't cross any boundries. I know other forums frown on religious postings.

Jeff, no boundries crossed. ASO is founded on the principle of free speech and the open exhange of ideas and opinions.We welcome your comments and thoughts. It's how we grow and become better people.

Do you support Arizona's tough new law on illegal immigration?

 

Answer this one question:

 

msnbc.com U.S. & World News - Do you support Arizona's tough new law on illegal immigration?

I really don't see the issue. Just look at what the law pertains to; "illegal immigration", let me repeat that..."illegal immigration".