Joe Marconi

I got a call the other day from a fellow shop owner who was frustrated over his tech arriving late just about every day. He said that this is his best tech and will actually stay late if needed to finish the work. He has tried to talk to the tech, but nothing helps. He does not want to fire the tech but does not know how to solve the problem. This shop owner has two other techs that do arrive on time each day. Here’s my opinion; this tech will eventually destroy shop morale and affect sales. You can’t have two sets of rules. And, not matter how much this shop owner says that the tech will work late, I will bet that he is killing productivity. I would use the three strike rule. Tell the tech that he no longer can arrive late. Give him a written letter that states that the company will no longer tolerate lateness. From this point on, he job will be terminating after the third consecutive lateness. That’s it, great tech or no great tech…gone! Agree, disagree, not sure? Let me know how you feel.

Is anyone having a Car Care event? I have not done one in a few years, but I can tell you that from experience that it is a great way to promote your business and help promote the independent auto industry. If you need more information on how to run a Car Care Event here’s a link: Host an Event | Welcome to CarCare.org

This is a reminder that ASE registration deadline is March 31. Make sure your techs are signed up, and don’t forget your service advisors. ASE certification is important to our industry and vital to raising our level of professionalism.

We don't promote any particular brand either. We will use a certain brand if the customer requests it. We Stock Mobil 1 and Castrol but have access to most other brands.

I'm not sure, I am home today. i think around $150 for the year. You get a monthly newsletter, a quarterly CD and access to the site. Seminars and other training material is extra.

Yes, I have been a member of Elite for about 10 years. I know the founder Bob Cooper personally. He's a great guy and his company has a lot to offer to the auto industry. I wish he would do seminars in my part of the country. The seminars I have been to and the home study courses are great. Elite has helped me in my business and was instrumental in receiving my AMI Graduate Degree. I would urge anyone to take a look at his company for business management help. If you contact Elite, please tell them that Joe Marconi from AutoShopOwner.com (Bob Cooper may know me better from my shop name, Osceola Garage) endorses their company. As a matter of fact I think I will contact him myself and maybe get him involved in ASO (AutoShopOwner.com) Joe Marconi

We need more Gonzos in this business. Shop owners and techs that will not cave and do the right thing. It would be a better world.

The comapny is called; The Warranty Group". It's the first time I have dealt with this customer. This is the first time we have ever seen a head gasket problem in a Honda Odyssey too, and my machine shop also says this is rare. I think those loose head bolts was just a fluke incident.

I think you need to be shop owner to truly understand who we really are. Agree? We are a rare breed.

You will be the first I call, trust me!

Great story, I can relate completley because I have been down that same road. I also applaud your spirit in the way you handled the situation. You sound like a man that does not back down. That comes from confidence and pride in the work you do.

I hate extended warranties. Don’t misunderstand me, we don’t refuse the work, but there’s always an issue and the education process for the customer to explain the “REAL” warranty is challenging, at best. We diagnosed a Honda Odyssey with bad head gaskets. The car came in overheating and the oil looked like chocolate milk. We also found 2 head bolts finger tight and the coolant by-passing into the cylinder where the bolts were found loose. No brainer, right??? WELLLLL, hold on, this car has an extended warranty and the customer wants to get her money’s worth. After all,” EVERYTHING IS COVERED”, that’s what the salesman said who sold her the policy. Well after days of numerous phone calls and a visit from the adjuster, the insurance company agrees to pay half of our estimated price, will not pay the machine shop labor to pressure test and mill the heads, will not pay for fluids and took days to give us an authorization number. Now I am left with a distraught customer who has lost faith in business in general. She says she not angry with us, but I wonder? Thoughts?

We have the Snap On Solis, would you say the Versus is a step up from the Solis?

Thanks xrac, I think I may make you my PR agent...

It amazing the level of appreciation shop owners have for their employees and the willingness to tighten their belts also during tough times. This is why I have the utmost respect for my fellow shop owners.

This is basicly just like my plan. Also, I agree, you need tie it around an incentive based program.

My point exactly, well said! I can't tell my people to put in a 50 hour week and only pay them for 20. I understand the principle of rewarding hard work. But, hard work with no pay makes me wonder. And like you said; is it legal? Many shop owners don’t agree with me but I pay a base wage with a performance bonus. The base pay is usually less than what the tech wants to make, this makes them a little hungry. In good times we all make money, in hard times we tighten our belts a little. But how can you ask a tech to take it on the chin in bad times and then ask him to go the extra mile when it’s busy. It’s the reason why I left the dealer in 1980. If we are ever going to raise the level and image of the auto business we need to find ways to pay a decent wage in order to attract the right people.

I thought there was more to Mark's story. Take care of the 19 year old and, as you said, guide him and plan out his career. No one's knows the future, but you always need to have a plan. Keep focused and always look forward. ASO (AutoShopOwner) will be there helping you through the process.

Keep us posted about Mark. And, please work hard on running the business. This will put you in a better position for long term growth. You can be active, but have a plan. Without a plan, it's only a dream. Dreams are nice, goals deliver results.

Well Said!!!

Here’s my problem with flat rate: I speak to many techs that put in 45 hour weeks, only to get paid for 20, because the shop does not have the work to keep the tech busy. However, the shop owner requires that the tech remain in facility and performs odd jobs like clean up, building repairs, working on tow trucks, company vehicles, the owner’s boat, the owner’s classic car and panting the walls. How many jobs do you know of that mandates the worker to put in 45 hours but pays them for 20? I’m not saying that this is all shops. And, many times the tech is not productive. But, if I tell a tech that he needs to work a certain amount of hours, he needs to be compensated for those hours. For shops that are constantly busy all year long with tons of work and the “opportunity” is always there for the tech to make money, then in that case flat rate works.

This is a friend? Let me tell my story. When I started my business in 1980 I had tons of friends. I gave them all super discounts because I thought they were like family. I thought they were special. Well, after a while I realized most of them wanted too much from me. They were killing my business and tying up too much of my time. When I changed my policy and told them that I can give them a 10% discount across the board, and that I would supply ALL PARTS, I lost most of my friends. The bottom line is: if they truly are like family they don’t want you to fail and will support you business, not drive it into the ground. You are in business to turn a profit, you can’t please everyone. Look out for yourself and take of the people that appreciate what you do and are willing to pay what you deserve.

The issue with the stolen phone is a sticky one. So let me understand; your tech is going to leave you because someone stole his phone? That does not seem right. Not to be pushy, but are there any other issues besides that? How did it get stolen? Where was the phone? If this tech is really that important to you, buy him a new phone and make sure it’s secured from now on. Also, find out what the heck is going on in the other shop. Who would steal a phone? As far as paying a tech, the range is wide. In my area B techs make anywhere from $16 to$ 22 (without bonus pay) and an A techs can make much more. It depends on what level you are looking for and what you can afford.

Yes, I agree 100%. We have all been down this road. The following note is explained and printed on every invoice for all check engine light problems and other diagnostic work: "Note: Our diagnosis has identified a problem with you vehicle's on-board computer system. Due to your vehicle's computer program design, some tests may have been blocked as a result of the fault. After the repair has been made it will be necessary to run your vehicle for a few days to insure the check engine light does not return. Because the check engine light may return,more testing and analysis fees may be needed". As gonzo said, this does help if the light should return or additional problems ocurr.

Excactly, market your business to create return customers. That is the purpose of marketing. Also, like I always say, don't try to be everything to everybody. Can you tell me more about your brake promo?