Joe Marconi

What type of programs are you running now? What is your mix of tires vs repairs and maintenance?

I strongly believe in incentive programs. People who work hard and produce should be rewarded. We set productivity goals for out techs, sales goals for our service advisors and team bonuses to create an atmosphere of teamwork and for morale. Every company needs to have goals in order to grow. A company that does not have goals does not grow and falls behind.

Do you have any ideas you want to bounce around?

Yes, we do. It's a great way to get people educated on the need for preventive maintenance. We usually set up time (on a Sat) to inspect cars at no charge. We usually tie it to a Fund Raiser. Last year we raised money for the local MDA. It'sgreat PR.

As part of TECH-NET we warranty our work nationwide, parts/labor for 12,000 miles/12 months. Sonsio is the company that pays the claims. It works well and it gives cusotmers peace of mind for those that do a lot of traveling. The warranty applies to customers who travel farther than 25 miles from your shop. Without TECH-NET there would be a monthly fee for the program, but it's part of the yearly enrollment fee.

Steve, do you wish to continue the conversation?

Great to have all new members aboard. The inner power of our industry is what we need to bring to the surface. The independent shop owners are in a real dogfight. The service and repair pie keeps getting smaller. The good news is that we still hold the market share and we still are the preferred choice of the motoring public. But, we cannot rest on what we have, but find ways to increase our market share.

I believe you should use a warranty program as a way to promote your business. Many shop owners take care of their customers well beyond the posted warranty period. It’s just good business. We went to 2 year, 24,000-mile warranty about 3 years ago and now considering 3 years, 36,000 miles on selected items that we know have a low failure rate. You need to ask yourself, what competitive advantages do you have? A sound warranty program can go a long way in promoting consumer confidence. We are a TECH-NET facility with a great nation-wide program. Again the key is to promote. You also need to track warranty and make sure that you factor in the cost of the program if you are to do it internally.

PS: How do you like the NAPA program?

That's a great concept, but don't you feel that most people will not tell you unless they are asked? We need to constantly ask the customer what matters to them. We must also find out what is not working. Communication is vital. It's the cusotmer who walks away angry and never returns that hurts the most. We may never know why they left.

The only way I have found that online training works is if you designate a certain time for your tech or employee. Leaving it up to them is not the answer. Set a time, at work, and monitor their training. Test them to insure they are learning. Many people find it hard to concentrate with online training. Don't overwhelm these people.

The key to advertising and marketing is knowing your adudience. If this craig's list works, use it. Find who you customer is, find out where they live and find out how to reach out to them. You find all those elements and you have the start of an effective ad campaign.

You used the right word..."judged". Marketing and advertising is all tied into the service received at the facility. Ads don't keep customers, service does!

Great Find! Keep up the good work!

I hate to mix politics with business, but I can tell you who I DO NOT like, thats Hillary! I am not totally convinced Obama is the right one either and McCain never impressed me. This will be a tough choice. Mit Romney was my first choice, but he's out. We will see and hope.

We are a TECH NET shop. When we first put up the logos, stripes and banners there was some questions from customers. We explained what TECH NET was and how being part of a large affiliation will benefit the customer. Also, because we use CARQUEST parts this gives us national awareness and coast-to-coast nation wide warranty. When explained correctly, consumer confidence improves.

The interent will contiune to explode. It will be impossible for a business stay alive in the future without accepting technology...and that includes the web.

Without systems you are dead in the water. Building a car takes thousands of coordinated operations. This can only be accomplished through systems. It’s true, there are a lot of variables in our business but you can’t leave your operation to chance.

Thanks for you comments. To answer your question, Yes. We will continue to expand on not only more downloads but we also have plans to offer more exciting business ideas. The checklist you ask for will be coming soon.

We feel that the forums will drive the needs of the shop owners and the shared knowledge will benefit us all. Just as your suggestion has helped us in understanding your needs. I urge all to join in the forums. There is a wealth of knowledge out there.

Thanks again and keep those comments coming.

We too are a TECH-NET shop. And I agree; CARQUEST has proven to be a leader in auto parts business. Their reps are great people and they genuinely want to help us. TECH-NET has great elements to their program: Auto Net TV, Nation-Wide warranty program, marketing material, posters, consumer handouts and much more. Shops need to be affiliated with a group; TECH-NET is the group I recommend.

The world is in constant change. Adjusting to change brings both struggle and challenges. However, never before has such great changes taken place in the automotive industry as in the recent past. For those of us who are veterans to the auto industry, we have seen a great transformation. Sadly, many will not be able to adjust to this change and many businesses will die. It’s natural. Just has in the wild, only the strong will survive. We will continue to see an increase in competition, which gives the consumer more choice. And as the automobile becomes even more complex and more reliable, the service industry will be redefined. But just as in the wild, for those who endure will reap the rewards.

It has always been my policy to give my people the opportunity to earn a respectable wage. I feel that to attract quality people and to keep them, my company must compensate and reward the people who are producing and contributing to the success of the business. But today, money is not the only motivator with many young people. The demographics have changed. You still need to offer an attractive salary and other monetary benefits, but there are other factors to consider. The up and coming generation may not be as loyal and will look for benefits such as flex time, respect, a quality work environment and a chance to move up the ladder. These new considerations will shape a new perspective on how we hire and what we offer new hires in the future.

Great comments Bill. You have deep understand of the human spirit. And I agree, people are most often upset by outside forces. When things go wrongs, it sometimes has more to due with things going on with their life and we become the punching bag.

Welcome to AutoShopOwner. As one of the administrators I want to personally welcome everyone to our exciting new site. We welcome your opinions and comments. As a shop owner for more than 27 years and a veteran in the auto business for more than 30, I fully understand the needs of the modern shop owner.

Together we will share knowledge and learn. The opportunities are endless. And you have my promise; AutoShopOwner will be a valuable business tool and resource.

Thank you and looking forward to networking with everyone,

Joe Marconi

Osceola Garage

New York

I hear too many stories of shop owners who spend 30-plus years building a business and at retirment give it away or simply close the doors. Too many of us are just too busy working to plan for the future. It’s a shame that for many there is no legacy, just closed doors. Don’t we deserve more? Haven’t we earned the right to a legacy?

Probably the best-spent advertising dollars is right in your own backyard. Giving back to the community not only make great press, but helps your business reap future rewards. What community involvement has been a goal mine for you?

The value of networking cannot be overlooked as a way to increase profits. There is so much knowledge from your peers. The people in this industry are so willing to share their experiences. It makes sense, get involved.