Joe Marconi

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?

I agree. Always give options, but guide your customer to make the right choice. I don't give my alignments away. Why? Because I won't just set the toe and let it go. By the way: I also use the phrase; I didn't buy it, build it ot break it....the three "B's" of the auto repair business.

Welcome to the team, looking forward to share ideas and learn from each other.

Wow, great article. I agree, depressing. But don’t give up. I believe that the tied will turn soon. I can’t believe that the American people are that stupid. There are however, fooled by the political climate. I still have faith the traditional small business that made this country great. We hold all the cards, we just to know it.

I charge more for any alignment that requires more labor. For example, if I need to install a ball joint shim on a Ford truck, I will charge accordingly. If I need to drill out the rivets on an upper strut mount plate under the hood on a Ford, I will charge more. I also have different prices for 2 wheel, 4 wheel, light truck and Hi-end cars such as Mercedes, Jaguar, BMW. ETC

Please keep us posted!

I believe the only way to become successful is to slowly work yourself out of the bays. It’s hard for some, I know it; it was very hard for me. But when I was tied up all day long to the day to day operations, I did not grow. I reached burnout in my 30’s. I was a slave to my own business. I did not realize that I was not a business man but merely owned a job. When I finally realized that I needed to run my company and not just work in it, my company began to grow. Find the best techs; find ways to increase shop production and provide the best service you possibly can. Eventually I hired enough people to take care of every task and operation my company performs. This freed me up to do what I need to do…and that’s to continue to grow my company and look for other business opportunities. I may have switched gears a little on the topic, but I feel that this needed to be said.

It’s truly amazing how some people view our industry. What other business allows this to happen. I never hear my plumber, oil burner service man or carpenter complain about people wanting to install their own parts. Is this a “left over” vestige of times long ago? Or are there still a lot of shops out there that are so desperate or ignorant that they think they need to take in every type of customer?