Joe Marconi

Well said, and argree.

I am willing to bet that there are far more customers that know you are honest, doing a great job and appreciate you and your company. Sometimes, during a tough situation we need to be reminded of that. So, I am reminding you. Focus on the positive, learn from the past and do all you can to be better tomorrow. You're a good man; no one can take that away from you!

We have all been down this road and there is no need to feel responsible for what happened. You can change your service procedure and learn from the experience, that’s a positive move. But there will always be situations that are just out of our control. Your focus was on the tires and alignment. Should you have performed a basic inspection prior if this was a first time customer? Perhaps. But don’t beat yourself up over it. You can’t possibly expect every possible thing that can go wrong. We are not gods, just people. And we work hard each and every day to be the best we can be. An elderly later came in recently with a 1992 olds for a state inspection and an oil change. The car had about 40,000 miles on it and was immaculate inside and out and nothing was found wrong with the car. When the work was finished, the engine just cranked and cranked, but would not start. A few quick checks revealed a failed ignition module. Now, how do you explain to an elderly lady that her car came in running fine, but now needs an ignition module? I did my best to explain to her, but she accused me of breaking her car and was getting very upset to a point where I feared for her health. I decided to install the module for free. Maybe I was wrong for doing that, but that’s what I did. Your situation is different, you did the right thing and I would have charged for the battery also in that case. We are tested every day, it’s part of being in business.

We will see more and more of these types of web sites. I am really on the fence about this and have mixed feelings. Even a simple front brake job with rotors can run into difficulty. What if there are caliper problems or seized slides? Attempting to price jobs on line concerns me. Buying parts online and trying to find shops to install them also concerns me. I guess we need to be listed on these sites, but are we part of the problem or accepting change?

Maybe we are looking at this wrong. Perhaps, we should fight for the “Right not to be Frustrated”. I totally agree that investment in training, tools, equipment will serve us far better in the long run. But what about a 3 bay shop that services: Toyota, Hyundai, GM, Ford, Chrysler, Nissan, VW, Volvo, Honda, Kia and Suzuki? How can a shop of that size afford all the training, tools, scan tools and equipment to really compete? I hope the answer is not that he/she has to pick and choose what models the shop can afford to work on. Because that, I see is the only answer. The only way to truly compete is with factory scan tools and factory equipment. The aftermarket, is very good, but does lack in certain critical areas. If a shop has to give up market share as a business decision, he gives part of his business. And, what if a shop has a fleet account and takes cares of a local company’s Ford Vans and next year the company decides to buy all Sprinter Vans? Try tooling up for Sprinters, that is no fun. Again, the shop already invested heavily in Ford scan tools, training and equipment but now needs to change gears and tool up again. I know, change will occur, but it is frustrating. I have a large company and due to my economy of scale I can afford the training and tools necessary to compete, but that’s not the case across the board. Plus, I really cannot put all the blame on the shop owners and techs, they do a remarkable job with the limited resources and training they have. I appreciate the dialogue in this forum. We as independents need to work together. Let’s keep the dialogue going, it’s our future.

Ron, I really don’t follow the issue. If you sent out an ad claiming one thing, as a call to action ad and the ad confused someone, maybe the guy is right. Maybe it was the wording of the ad??? What if I hung a banner outside my shop that stated: “Find of about our NEAR FREE auto service”. Do you think customers would get upset when I begin to tell them all they need to do in order to reduce prices on vehicle maintenance is by spending money on systematic maintenance plan? Do I understand this right? Maybe it’s me. When one of my customers gets upset with me, I DO look in the mirror first and make sure it was not me that caused the issue. To me, the customer “perception” is the only "reality" that matters. Right?

That's why I don't play golf...something like that would happen to me too!

Cheap Prices, Great Quality, Outstanding Service Do you think you can run a successful business by offering the cheapest prices, quality repairs and outstanding customer service? I think you know the answer. In business you need to identify what type of business you want to become, which will determine what type of consumer you will need to market to. There are many businesses that brand themselves as the “Cheapest in Town”. This can work, but you can’t offer the cheapest prices, the best quality and outstanding service and be successful. You need to choose what type of consumer you want to market to. Put it this way; if you run a hi-end European repair shop, servicing BMW, Mercedes, Jaguar, Land Rover and Porsche, you cannot brand yourself as the, “best prices in town”. It just won’t work. So remember: Create your business identity (Your Brand), identify your target customer base and market to these people.

A member of the Massachusetts House of Representatives, Rep. Martin J. Walsh, who originally supported the right to Repair Act, is now urging his colleagues not to vote for the bill. Rep. Martin J. Walsh, a Democrat, was listed as one of the original co-sponsors of the Bill. According to Rep. Walsh, the claims that small repair shops are at a disadvantage are nothing further from the truth. He goes on to say that repair stations see it unnecessary to invest in a full suite of the tools and training and that the solutions are already in place. In other words folks, this politician is agreeing with the notion that the problems that we are faced with everyday in repairing and servicing our customer’s cars are all ours. We are the problem, not the auto maker. Our Problem??? We created TPMS? We created window door modules that need reprogramming after installation? We created transmissions that need reprogramming after replacement? We created idle relearn recalibration after removing the intake plenum to replace spark plugs? We created steering angle sensor recalibrating after a wheel alignment? I could go on and on, but you get the point. How do you feel about the right to Repair Act? Is it a waste of time? Are you all really happy with the direction we are headed? I know where I stand. I have been fighting for our rights for years, even at the State level, testifying before public hearings….tell me where you stand.

The insanity continues! There is a shift in this country that concerns me. It's as if there was a hidden agenda. I go back to my question; why build this mosque there? I can tell you why, it is a symbol of triumph. Now the rhetoric claims that America is the oppressor and that the terrorist attack on 9/11 and other attacks were brought upon by what America has done. Can you believe this! So I ask the Muslims and other immigrants to this country. If America is so horrible, why come here in droves? If you feel oppressed and hate this country, leave. If America is so bad, why build another mosque here? There are over 1200 mosques in this country already. Over 1200! The fact is that we (The USA) bends over backwards to be politically correct. We walk on egg shells not to offend “certain” people. Well, I am not afraid to speak my mind... speak the truth. And if anyone labels me because of it, so be it!

Excellent analysis! The balance between being profitable and competitive can be tricky at times, but being profitable is job 1. Let me add a few thoughts: Every business needs to do cost analysis to find what their breakeven is. Not that shops should settle for breakeven, that’s just surviving. But understanding what it actually costs to put the key in the door everyday will show you what you need to make a profit and how important it is to be profitable on every job. Also, identify your customer and market to your customer. Don’t worry too much about those that want the cheapest job. Competing on price alone is a recipe for disaster. I have to agree that shop efficiency is probably where many shops loose the most money.

We had a 2002 Subaru Outback today with a wheel shimmy at 55-60mph. The customer just had 4 new tires and a wheel alignment at another shop and the vibration was still there. We checked the balance, align and wheels...all ok. When we ran the car off the ground we found that the right side wheel wobbled as if the wheel was bent. We ran the car without the tire on the right side and could clearly see that the rotor wobbled badly. We removed the rotor to check the hub, it was good. We installed a new rotor and the wobbled was gone. If felt just like a tire balance problem.

Great points! Another thing, what if the customer has nitrogen in their tires????? What if you don't have nitrogen equipment????? Will you be required to supply nitrogen too, by law????

According to what I read in Tire Business Magazine, Starting Sept 1, 2010 all auto facilities in California will have to check tire pressure on all vehicles that come in for any type of service or repair. I repeat; all vehicles for any type of service or repair. The reasoning is for safety and energy consumption. How do you feel about this? Is is me or do I smell some legal issues here??????

Sad, funny...but true. Did you know that there was a Chrstian Church that was destroyed on 9/11 went the Towers fell and they have been fighting for a permit with the NY Port Authority and so far, cannot get it!!!!!! THEY CANNOT REBUILD THEIR CHURCH, BUT IT'S OK TO BUILD A MOSQUE People don't realize what is going on in this country. Why do we walk on egg shells for certain people??????

People have not changed, I think it's because we have seen so much for so many years that we are more sensitive these tough days. Ranger for hire??? I like that Gonzo...

Even in these tough economic times, when consumers are looking for the best deals, one thing remains true: you need to offer the very best in customer service and quality repairs. If you feel overwhelmed it may be because you are doing too much and carrying too much of the load. This will lead to frustration and burn-out. You mentioned getting organized; I think that is a good idea. Put a plan together to insure you are on the right track. Make sure you are staffed well and have the right people in the right places. Most of all, the key to your business is you, the leader. But, leaders must lead. Maintain a positive attitude and lead from a position of strength. Your people will feed off that and will increase your chances for success.

Now that's a great story. It reminds me of one of Sun Tzu's laws from the book, the Art of War: "Win without fighting"

We have had simliliar issues with used car sales people. All we want to do is give an honest inspection. Thinking about it....maybe it should be required that all shops hire x-Army Rangers....

Why I Oppose the Ground Zero Mosque I do not dispute the constitutional right to build a mosque 2 blocks away from where Islamic terrorists flew two jet planes into the World Trade Center Buildings, killing nearly 3,000 people. I do question the morality and intention of such act. Why there? What would we say if a Nazi organization planned on building an educational center next to the concentration camp at Auschwitz? I am a New Yorker, born and raised in the City. I watched those Towner being built, I watched them burn down to the ground on that infamous day, September 11, 2001. I have customers and friends who battled that day, risking their own lives to save others. I organized fund raisers to help families who lost loved ones. Friends of mine who were there that day told me, with tears in their eyes, as they watch their coworkers jump to their death from the windows of the towers. Maybe I am too emotional to think rational, but to me, this mosque is an act of provocation, a symbol of triumph for a twisted ideology that considers anyone but Muslim an enemy. This country was founded on principles, one of which is the freedom of religion. Another is the separation of the Church and State. I am not questioning the constitution, only the strategic location and reasoning behind this mosque.

About 5 years ago I started making notes on all customers who purchased a new car. I found that many were being offered free oil change or oil changes by the dealer. I did not want my customers to go back to the dealer, so I started my own “First Free Oil Change” for all new car purchases. Letters go out to all customers that purchase a new car, congratulating them on their purchase, and a coupon for a complimentary first oil change service. I make it a point that he needs to be their first oil change. The letter also states that they do not have to go back to the dealer in order to maintain their new-car warranty, which we reinforce when they come into us for the oil change service. This program has been very successful at getting customers to come to us after the new car purchase, instead of losing them to the dealer.