Joe Marconi

I was asked by the Service Stations Dealers of Greater New York to testify at the State Capital, Albany New York, on June 9, 2010 on the Right to Repair Act.

I am asking all ASO members to please send me any information of first-hand experience pertaining to having to send cars back to the dealer due to lack of information, tools or any other reasons.

I urge everyone to help me build a convincing testimony. All major car manufacturers will have their representatives there. I need to go armed with hard evidence.

Please help me, so I can help the automotive independent aftermarket. We are all in this together.

I have a 4 bay shop with 2 techs, stay very busy most of the time, I have a tech that has been with me for 20 years, He can pretty mutch fix anything i put in front of him, I pay by the hour 27$, Full medical with 2500$ deductable and 115 a month life ins, I have not given any raises i a few years, He is starting to question what more i can do, I do not want to loose him, but i do not know how i am paying compared to other shops, Anyone have any creative ideas? what are shops offering for benifits, retirement, Thanks David

If you value the tech, sit down with him NOW. You are paying him well. Our pay scale for a tech of that caliber is the same. We also offer and contribute to a health plan and life insurance. We do offer a retirement plan, paid vacations, sick days and we also have a bonus plan based on productivity.

For my top people, I try to take care of them and include them in major business decisions. For example: if you are thinking about buying a new tire machine, hold a meeting with your key people and get their opinions. Give them the task of doing the research on what the best machine is to buy. You will be surprised how they will respond to this. The egos will be on fires. This keeps them focused on the company and take a personal interest in the success of the shop.

If you do not a productivity bonus plan, I would consider it.

I am not sure how to track productivity, I am using mitchell manger, is there a way to us this?

Yes, and you should. You need to set up your techs with respect to their payroll. After that every job wil be tracked as long as you assign each operation to a tech. You assign the entire job, or individual jobs. it's a little complicated to expain here. Call you Mitchell rep or call the help line. You can also track sales by serivce advisor. Mitchell Manager has great reports. We use many of them.

Most important... You need to track key performance numbers for the sucess of you business.

Their fit is not that good but again we can cut, weld, bend, and swell pipe so we make stuff work.

That's too frustrating for me....eats up too much labor. You said you have exhaust bending equipment?

I've used all sorts of labor guides in the past. Alldata, Mitchell, Motor...etc.. etc.. The one that I have been using for the past couple of years is from a company out of Florida. It's called "Real-time Labor Guide" it's a pretty simple setup but whats nice is that if you find something that isn't correct... you call them.. tell them... they'll listen ... they'll make the changes and also give you a credit towards your next up date.

 

The only time I have any hassle is with the extended warranty companies... they perfer Mitchell... I tell them,"Hey, do what ya want, the bottom line is I'm charging what I feel it's worth and if the company isn't paying for it... somebody will." (Mitchell's labor always seemed a little light to me.)

We take the same approach with extended warranty companies. We always inform the customer from the start that the warranty company may not pay the entire bill, and any additional charges must be paid by the customer before the car is released.

We have almost never had that problem. Most of the parts we are using come through Goerlich/Catco.

We had fit issues with a few companies. How is the fit?

You know we use mostly universal cats because we have all of the exhaust shop stuff and it is more profitable for us. Is the failure you are experiencing realted to triggering check engine soon light, performance, or failing emissions test. As I have stated earlier we do not have emissions testing or state inspections so that may be why we don't see as many problems. The issue we have to be concerned with is a rattling converter (coming apart) or performance. We do not experience very many issues. However, it is my understanding that there are only 3-4 converter manufacturers. Is that correct?

I don't know how many cat companies there are, but every time you pick up a trade magazine it seems a new company just sprout up. Many times we replace the cat due to rust through on the pipe, not for a check engine light. So, to have the cat come back with an efficiency code is a little upsetting.

It may take a month to turn the check engine light, but the only code we get is an efficiency code. And, many times we are replacing the O2 sensors too.

Not a problem here but we do not have emissions testing here so we do not probably do as many as you do. The converters that are failing are they universals or direct fits? Is it different manufacturers or just one. The only time we ever go to the dealer for a cat is if we have to have a direct fit and there are no after market cats available yet. We use to do a lot of exhaust so we have a pipe bender, torches, mig welder, etc.

The cats we use are all direct fits. We have tried 2 different part supplier (I cannot mention their names, of course) and we have issues with both suppliers. I do not want to go the dealer, but I don't want comebacks either. The cats that were not available from the aftermarket and were purchased from the OE dealer, we never had an issue. Which leads to think, there may be a problem. What I need to do is ask other shops in the area. This may be a local problem.

Thanks for the tip. We haven't seen this as yet. This is something I read that may be of interest. Have you ever had a VW/Audi with an Electronic Parking Brake? I haven't saw one of these yet.

 

Rear Caliper Damage...

Yes, I know about the Audi electic parking brake. We have a scan tool that retracts it. I am not at work today so I can't give you the name of the tool. We will see more and more of this in the coming years. Master Plan: get the cars back to the dealer!

We have recently seen two Toyota Camry’s (2004, 2005) 4cyl where the positive cable at the starter is touching the metal harness bracket located just underneath the air filter box. The cable is rotated upward and comes in contact with the metal bracket and shorts to ground out at times. The repair is simple, loosen the starter cable and reposition away from the metal bracket. We suspect this may have happened after the starter was replaced.

We sell a fair amount of catalytic of catalytic converters. In the past we have not had a real issue. We had 6 failures of replacement cats since fall 2009. Our supplier has told us he is not seeing a lot of failures. He actually recommended a seminar on diagnosing cats (a little insulting). I told him that after the second cat, the car is ok, so why is my shop and not his cat?

We don’t replace a cat just because we have a cat code; we go thru the diag procedures to insure that nothing killed the cat. We are now going to the dealer, RELUNTANTLY, to purchase our cats.

I know there are many cat companies out there and this may not be a valid question, but has anyone else seen a rise in replacement cat failures?

Since our expansion last year, our car counts have increased significantly, possible too quickly. We shot out of the gate like a race horse but stumbled a bit on the turn. Nearly doubling our weekly car counts from 110-120 to over 200 at times can be challenging.

Although we had clearly defined processes and policy, nothing is like real-life. We pulled back on the reins and assessed the situation. We learned that we were understaffed in the shop and on the counter. We hired an additional service advisor and tech among other workflow changes.

It’s no secret that I am a proponent of healthy car counts; car counts equate to opportunity, opportunity equates to increased profits. My advice to anyone looking to increase car counts: create a systematic plan and implement the process in stages. Attempting to climb a ladder too fast might cause you to miss a rung and fall to the ground.

This article explains in detail all that is wrong with America today. The idea of OVERWHELMING THE SYSTEM clearly outlines Obama’s master plan. It’s scary to think that there is a hidden agenda to break the backs of successful small business people; we are the only hope for America.

We truly do need to send a message to Washington, but we need the collective cooperation from all those who oppose the insanity that is occurring these days.

I may have already posted this story... if i did... oops... sorry... it's still a pretty funny story none the less.. Gonzo

I don't got a gun

On a warm spring afternoon, the shop busy with jobs. It was just another day, working the hours away till it was quitting time, just like any other day. Why even the phone seemed to have a pleasant "ring" that day. My wife, Le Ann, was in the office working on the daily office paper work. Myself, I was in the shop turning wrenches and humming to the always constant radio in the background.

The shop was busy and things were going along without a hint of trouble, it was a story book day a blissful repairs. I even stopped for a moment to reflect on the wonderful day that it was… "Ah, it's a fine day, a fine day indeed." Why nothing could bother me today.

It's about then I looked outside at the street in front of the shop. Hmm, police cars… 2 of them, driving slowly. Then in the far distance I could hear more cars coming this way, sirens blazing away. I looked back just in the nick of time to see the 2 squad cars that were in front of the shop tear down the street at high speed. Then 2 more came from the opposite direction, slowing down just in front of the shop. I walked towards the garage door just as a figure flew by me. This guy was on a flat out run for the furthest point away from those cop cars. You should have seen it; those cops were on this guy like a swarm of bees. The guy ducked around the corner with the cop cars in full pursuit. He didn't stand a chance.

 

Great story, I guess you can't make up something like that...your poor wife.

Where's the wife, I need to go tell her about all of this… why this is exciting… wow, I can't wait to tell her. As I reached for the door knob to the front lobby my wife was already opening the door. She was so frantic she could hardly speak.

"How could you leave me up here all by myself? Didn't you hear me banging on the wall! I could have been killed," gasping for breath as if it were her last.

"Calm down honey," I said, "It was nothing. Nothing at all, did you see that guy, and the cop cars?"

"Nothing! What do you mean NOTHING!" shouting at me, "This guy comes in all sweaty, sits down in the lobby chair, and tells me he just needs a rest. Then tells me he wants to give himself up, and wanted me to call the cops. There he is sitting there holding his shirt up and tells me "I don't got a gun" what was I suppose to do…? I called the cops and kept banging on the wall trying to get you to come up front."

"Holy cow, dear," I stood there in shock answering her, "Why didn't you come and get me?"

"Ya Big Baboon! I was on the phone! Who do you think was calling for all these cop cars," she screamed at me.

Her voice kept getting louder, and she was a total emotional wreck, but continued to tell me, "I couldn't move, I had to talk to the cops, give them a description and the address, they kept telling me to stay on the line. I wanted to run out of there. The guy was out of breath and he didn't look like he had an ounce of strength left. I tried banging on the wall thinking you would show up any minute. But, when this guy heard the sirens he took off again."

It's about then I understood the seriousness of the "gangster in the lobby", my poor wife was terrified. There was no way she was going to spend another minute up front without some way of getting our attention in the back of the shop.

That afternoon I rigged up an 8.00 dollar 12 volt door bell from the hardware store with a 2 prong turn signal flasher from a car. Now if someone comes in the flasher causes the door bell to "ding", "ding", "ding" till the door closes. If the door buzzer doesn't shut off in its usual pattern… drop the tools and run to the front... wife needs me.

This crude door bell set up has been a part of our shop since that day; I've changed the flasher two or three times since then… but not the bell, I'm guessing it's about 15 years old by now, but it still works perfectly. I also installed a louder bell with an emergency button in several locations just in case the first "ding" didn't get my attention.

I'm sure, if I hadn't installed the door dinger that afternoon, I may have been spending a lot of sleepless nights on the couch. As they say… when one door closes another one opens…this time I can hear it open......... thanks to a dingy bad guy with no gun.

Wub ya honey … and yes it's still true… it don't get no better.

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Hey Joe that sounds good, can you send me a sample email. Thanks

I wll send to your email direct. You should receive it today. Let me know if you don't.

Email and Internet marketing is not a fad, it's here to stay and will continue to explode in the coming years. If you're not already using the Internet and email addresses as part of you marketing and advertising plan, you soon will.

If you not doing it already, start collecting email addresses from customers. If you belong to local organizations like the Chamber of Commerce, get those lists too. There may be some restrictions, but get them. I have obtained email lists from all the local Chamber of Commerce's, clubs and business groups just by asking.

Create email newsletter or a monthly car tips email. I use Constant Contact to create a professional looking email which has links back to my web site, it is great marketing and still free.

Here's the link to Constant Contact if you are interested. http://www.constantcontact.com/index.jsp

If you a sample of one of my emails, let me know...

Joe, I noticed you replaced these because the boots were torn. Have you ever just replaced the boots? I do that at my shop and I think it has potentially saved me these headaches. I've heard for a long time that the best parts for a car are the ones they are born with, I think in this case that rings true? Of course, just changing the boots does require more labor and you have to make sure they are installed and greased properly, so maybe it's not the best idea? Just searching for ideas...

Years back all we did was replace boots, as long as the joints were ok. But as the price on axles came down it became more profitable to install a reman.

More and more suppliers are selling new alxes at prices starting at $49.95. But, we have seen an ever increaseing problem with "new axles" lately and are considering going back to replacing boots. It is more labor, but at least the job will be done right.

We really never had an issue with remans, just lately with this Chinese junk.

Let me give everyone an update on the vibration problem after we installed 2 new Chinese axles in a 2005 Subaru Outback. After trying 3 different sets of new axles with no luck, we got 2 used alxes from the junk yard, installed them and the vibration is gone. I am not sure why or how, but these new Chinese axles were the prolblem. In my area, no other parts house stocked another brand and the dealer was off the chart with thier price.

Like Joe said, that's pride. I am a generation behind you guys as I am the one with the small kids. I love spending time with my wife and my 3 kids whenever I can. I wish that I could spend more time but for everyone saying that they are slow I have so many cars in my lot I can't turn around...Not complaining but come on. It always seems to be the busiest when my parents are in town to visit and I want to spend time with my family.

 

I proudly have picture so my wife and kids as my business computer screen saver. Makes it nice to remind me why I do what I do.

Above all, family is # 1

This article was interesting. How much of an issue has employee theft been for you?

 

http://www.tirereview.com/Article/73708/employee_uses_roof_to_hide_stolen_tires.aspx

This has not been an issue for me, but I know other shops owners that have told me stories of theft.

For me this is an on-going saga: how to hold accountable a tech that clearly makes a mistake and who pays for the mistake without creating animosity in the shop? We have enough issues with part failures, but we need to control the things we can control; and those are the mental errors we make.

Time today is precious, and every hour lost due to a comeback kills our bottom line.

I would like to hear from other shop owners, how they handle tech errors and what their policy is.

Besides my relationship to God the other really important thing in my life is my wife, children, and grandchildren. My wife and I will be married 37 years in July. Now I am not that old. We got married when I was 20. We have three children and seven grandchildren but we now have the news that number 8 and number 9 are on the way. My son and his wife have one on the way in October. He has three girls and wants a boy really bad. Then this week we learned that our youngest daughter is having her second. Our grandkids are a blast. We are excited and happy and consider ourselves blessed. Forgivge me for bragging but I married a very beautiful and talented woman and our kids are all talented musicians and singers and it looks like the grandkids will follow suit. When I say talented I mean that our youngest daughter has the looks, the moves, and the voice to make the top ten on American Idol but she won't do it but pursues Christian ministry. She is good enough that she has recorded work out CDs for Curves and has performed live at Curves business conventions in Atlanta, SanFrancisco and Chicago. Here is my youngest daughter and her husbands websiste: Criag Jones Ministries Worship

 

Forgive me for bragging guys but I am very proud of my family and I am really excited to have a new grand baby. My wife and I really value family and have always hoped to have ten grandkids. We are now getting close because 9 is on the way. Of course, the down side is Christmas, birthdays, and taking everybody out to eat is breaking me up.

It's not braggging, it's pride...and you should be proud, It sounds like you and your family have life in balance and really know was is truly important. I applaud you!

Yes, take care of yourself first, then all other things will fall into place!

Not to be harsh, but read your thread title, Labor GUIDES. They are just that, no one anywhere tells you you must charge only that amount of time. You can adjust the time you charge as you see fit. If you adjust up and become uncompetitive you will cease to exist. If you stick to a time you know is too low often enough, you will cease to exist. I have and use Real Time Labor Guide and will often compare times. Depending on the situation, how busy I am and who the customer is, I will mark up to the higher time. I also have the benefit/curse of being a one man show so I write the RO's and do the work so I am keenly aware of how long it should take.

 

Live by the book, DIE BY THE BOOK.

It is true what you say. Labor guide is a guide, not the auto bible sent down from heaven. It is a delicate balance between being competitive and being profitable.

Ok Friends seen this article and wanted to pass it along.

Free Diagnosis...

Jeff...can't thank you enough for posting this. It's what we have been talking about. This form of advertising does not help anyone. Here is my comment I made and posted it on the autocarepronews site:

"We all knew that this form of "false leader" would end of bad. Now this paints another negative picture against our industry. This is a clear case of poor leadership, listening to the wrong marketing people".